Migdalia Martinez
Corona,USA
Summary
Dynamic professional with extensive experience at Centene Fidelis Care, specializing in CRM software and member retention. Proven track record of enhancing client relationships and achieving high production standards. Skilled in Salesforce and adept at navigating complex verification processes, demonstrating strong communication and problem-solving abilities to drive results.
Overview
24
24
years of professional experience
Work History
Remote Retention Representative
Centene Fidelis Care Healthcare
Queens, New York
01.2022 - Current
- Retained membership by assisting members with completion and processing of government health program applications; responded to inquiries regarding application process from new and existing members, consistently meeting daily production metrics to enhance membership retention.
- Developed relationships with existing members by guiding them through the recertification process; identified unfulfilled needs and provided education to promote Plan value and benefits; adjusted communication to address objections and retain members.
- Resolved member inquiries by researching and documenting program eligibility; answered application and service questions to retain membership; conducted follow-up calls to remind members about recertification applications and request missing documentation.
- Maintained detailed records of actions to support member account accuracy. during the recertification process to ensure accurate member account records.
- Input, update, and create information on databases to maintain customer accounts; utilize computer systems to perform administrative functions.
Remote Outbound Supervisor
BroadPath Healthcare Solutions
Tucson, AZ
10.2020 - 01.2021
- Conducts early morning huddle with 9-15 agents daily on Teams
- Weekly 1.1 and Behavioral Base Plan with agents on Teams to discuss performance evaluation reports
- Guided team members in completing daily tasks to achieve departmental goals.
- Provides training, orientation, and guidance to all team members.
- Ensured strict adherence to company guidelines and metrics to maintain quality standards.
- Conducted disciplinary hearings for team members and enforced penalties per company policy.
- Coordinates with Quality Assurance on statistics and accuracy ratings generated by the team.
- Audited team calls for quality assurance and compliance.
- Communicated with relevant departments via email to relay important information
- Helped members resolve inquiries to enhance their experience
- Process member’s enrollment & reassessment
Remote Contact Tracer
UnitedHealth Group/UHG
New York, NY
05.2020 - 10.2020
- Contacted newly diagnosed patients' contacts to guide them on next steps, ensuring clarity and support during the process.
- Communicated with contacts empathetically to ensure understanding of quarantine procedures.
- Provided contacts with approved information about quarantine and isolation procedures, and referred them to testing according to protocol.
- Handled calls from employees, providing clear guidance on testing and isolation procedures to address concerns and ensure compliance. from employees and advise on testing, isolation and quarantine related to COVID-19
- Advised contacts on steps to take if symptoms developed, following the established script without deviation.
- Collect and record information on symptoms into the CRM/Salesforce.
- Streamlined scheduling process by accurately entering data into Calabrio software, enhancing operational efficiency.
Bilingual Creditor Escalations Specialist/Retention Agent
National Debt Relief
New York, NY
03.2019 - 10.2019
- Negotiated client debts by understanding client hardships, assessing savings for settlement funds, and securing agreements that halted legal actions.
- Coordinated with attorneys and paralegals to resolve escalated accounts efficiently.
- Established and maintained relationships with law firms to facilitate efficient account resolution.
- Gather and submit required legal documentation for approval and payment of accounts
- Handle 100+ calls per day in a high-volume Call Center environment
- Communicated with clients about modifications to their creditor arrangements within the program.
- Managed client calls regarding refunds and adjusted deposits, offering alternative solutions to support program continuity.
- Handled incoming client calls to provide assistance and resolve issues. transferred from CS and UW to dissuade cancellation.
- Monitored compliance with production standards to uphold team performance.
Customer Service Representative
Tunstall Healthcare Call Center
Astoria, NY
08.2018 - 12.2018
Customer Service Rep
Haselson International Trading Inc.
New York, NY
08.2014 - 05.2018
AP/AR Specialist/ Bookkeeper Assistant
D.W. Haber & Son Inc.
Bronx, NY
02.2013 - 02.2014
Customer Service
Metropolitan Opera Call Center
New York, NY
08.2008 - 04.2011
Office Manage Assistant
Sustainable South Bronx
Bronx, NY
03.2008 - 07.2009
Customer Service/Default Document Coordinator
Starwood Vacation Ownership Call Center
Orlando, Fl
04.2006 - 03.2008
Administrative Assistant/Office Manager
World Vision
Bronx, NY
10.2003 - 04.2006
Customer Service Representative
JP Morgan Chase- E-Z Pass Card Member Services Call Center
New York, NY
12.2001 - 09.2003
Education
GED -
GED
New York, NY01-2006
Skills
- Salesforce expertise
- CRM software proficiency
- Healthcare compliance
- Medicare expertise
- Insurance billing
- Employee onboarding
- Verification processes
- Calabrio expertise
- Twilio expertise
- Jive communication tools
Languages
English
Professional
Spanish
Limited
Timeline
Remote Retention Representative
Centene Fidelis Care Healthcare
01.2022 - Current
Remote Outbound Supervisor
BroadPath Healthcare Solutions
10.2020 - 01.2021
Remote Contact Tracer
UnitedHealth Group/UHG
05.2020 - 10.2020
Bilingual Creditor Escalations Specialist/Retention Agent
National Debt Relief
03.2019 - 10.2019
Customer Service Representative
Tunstall Healthcare Call Center
08.2018 - 12.2018
Customer Service Rep
Haselson International Trading Inc.
08.2014 - 05.2018
AP/AR Specialist/ Bookkeeper Assistant
D.W. Haber & Son Inc.
02.2013 - 02.2014
Customer Service
Metropolitan Opera Call Center
08.2008 - 04.2011
Office Manage Assistant
Sustainable South Bronx
03.2008 - 07.2009
Customer Service/Default Document Coordinator
Starwood Vacation Ownership Call Center
04.2006 - 03.2008
Administrative Assistant/Office Manager
World Vision
10.2003 - 04.2006
Customer Service Representative
JP Morgan Chase- E-Z Pass Card Member Services Call Center
12.2001 - 09.2003
GED -
GED