Desired Job Title
Care CoordinatorHealth and Welfare Representative/Case ManagerCustomer Service RepresentativeLocation Preference
HybridLocation: Elizabeth, USNew York, NY
Open to relocation: Yes
Open To Work
Marquessa Cacho
Elizabeth
Work Preference
Summary
Demonstrates effective case management through strategic advocacy and problem resolution, enhancing customer satisfaction and team performance. Identifies barriers and implements solutions to ensure timely completion of objectives, fostering collaboration and compliance with regulatory standards.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Care Coordinator
TekSystems
Morrisville
10.2025 - Current
- Identified potential barriers that could impede successful outcomes for clients and developed strategies to mitigate them.
- Organized and managed caseloads to ensure timely completion of goals and objectives.
- Engaged in advocacy efforts on behalf of clients whenever necessary.
- Utilized effective problem-solving techniques to resolve complex customer issues.
- Successfully resolved escalated claims to ensure customer satisfaction.
- Ensured compliance with federal, state, and company regulations related to claims processing.
- Utilized effective communication skills to collaborate with healthcare providers and other stakeholders.
Health and Welfare Representative/Case Manager
Fidelity Investments
Durham
08.2019 - 07.2025
- Delivered compassionate customer service while managing benefit transitions, collaborating with internal departments and external carriers, and advocating for survivors' needs.
- Resolved escalated issues to maintain high client satisfaction and retention rates.
- Research, analyze and resolve complex issues in accordance with service level agreements.
- Develop and deliver engaging communication materials and education resources to help participants understand their benefit plans.
- Manage multiple projects ensuring timely delivery of client-specific deliverables Coordinate efforts with H&W operations.
- Ensure work adheres to all internal policies, procedures, and regulatory guidelines, mitigating risk for both the company and its clients.
- Acted as liaison to expedite benefits processing for long-term disabled employees.
- Utilized internal work intake tool (XTRAC) to resolve complex customer-reported issues.
- Built strong relationships with clients, providing consistent emotional support throughout their benefit processes.
- Maintained accurate records of client progress and documentation of all contacts with clients.
- Monitored and evaluated case management services to ensure quality support and effective outcomes for clients.
Customer Service Representative
PFS Group
Morrisville
11.2017 - 08.2019
- Communicate with patients to help them resolve their healthcare accounts.
- Resolving issues, setting payment expectations, arranging payments and requesting information from patients.
- Experience using CUBS computer system.
- Experience using EPIC for processing claims.
- Knowledge of Medicare and Medicaid regulations and other insurance guidelines.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Tracked all incoming calls and emails from customers using appropriate software applications.
Education
High School Diploma -
Durham Technical Community College
Durham, NC, US05-2003
Skills
- Electronic health records
- Care plan development
- Case management
- Patient privacy management
- Effective communication
- Active listening
- Attention to detail
- Problem resolution
- Time management
- Task management
- Team performance
- Customer satisfaction
- Reliability
- Strong work ethic
- Professional demeanor
- Empathy and compassion
- Methodical approach
Certification
Cosmetology license
Timeline
Care Coordinator
TekSystems
10.2025 - Current
Health and Welfare Representative/Case Manager
Fidelity Investments
08.2019 - 07.2025
Customer Service Representative
PFS Group
11.2017 - 08.2019
High School Diploma -
Durham Technical Community College