Mark Luna
Dallas,TX
Summary
Proven Internal Auditor and Behavioral Health Customer Service specialist at HCSC, Blue Cross Blue Shield of Texas, adept in policy compliance and maintaining high standards of oral and written communication. Demonstrated success in enhancing controls, resolving high-stress disputes, and improving customer loyalty through personalized solutions. Skilled in fraud investigations and daily audits, consistently achieving timely and quality outcomes.
Overview
2020
2020
years of professional experience
Work History
Internal Auditor
HCSC, Blue Cross Blue Shield of Texas
- Tracked remediation efforts for identified issues, ensuring timely resolution and improved controls.
- Collaborated with cross-functional teams, ensuring comprehensive coverage of all key business areas during audits.
- Managed audit resources efficiently to ensure timely completion of assigned tasks while maintaining high-quality work standards.
- Maintained compliance with regulatory requirements by staying current on industry standards and best practices.
Behavior Health Customer Service
HCSC, Blue Cross Blue Shield of Texas
02.2017 - 11.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Education
High School Diploma -
Bishop Dunne High School
Dallas05.1983
Skills
- Policy compliance
- Oral and written communications
- Fraud investigations
- Daily Audits
Timeline
Behavior Health Customer Service
HCSC, Blue Cross Blue Shield of Texas
02.2017 - 11.2019
Internal Auditor
HCSC, Blue Cross Blue Shield of Texas
High School Diploma -
Bishop Dunne High School
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