NALA HUFF

San Antonio

Summary

Results-driven healthcare operations and customer experience leader with 5+ years of experience with healthcare claims support, customer advocacy, escalations , and remote workforce performance. Proven success using the ECO Method (Experience → Challenge → Outcome) to drive measurable organizational improvements through training redesign, workflow optimization, and process improvement initiatives. Recognized for improving team performance metrics , communication, problem-solving, high-quality service, reducing escalated customer interactions, and successfully contributing in remote teams with high-volume healthcare and professional environments. Proven ability to collaborate effectively with team members to achieve goals and ready to contribute to organizational success.

Overview

years of professional experience

Work History

Customer Care Associate / CSR II

MAXIMUS / VETERANS EVALUATION SERVICES (VES)

Remote

12.2025 - 06.2026

Supported healthcare-related customer service operations for veterans and CDC programs within a fast-paced remote contact center environment.
CHALLENGE: The role required maintaining strict adherence metrics, handling sensitive healthcare information, managing escalations, and supporting customers navigating healthcare-related concerns.
OUTCOME: Maintained 98% schedule adherence while consistently meeting quality and productivity expectations.
Assisted customers with healthcare inquiries, appointment coordination, and issue resolution while ensuring HIPAA compliance.
Supported teammates with escalations and workflow guidance to improve overall service delivery.
Demonstrated adaptability and professionalism in high-volume remote healthcare operations.

Healthcare Customer Service Representative

OptumRx

San Antonio, TX

10.2023 - 12.2025

Improved customer satisfaction, one-call resolution, and average handle time metrics through enhanced coaching and structured call-management strategies.
Successfully transitioned operations to a long-term remote environment while maintaining high productivity and service quality.
Managed and resolved 250+ patient inquiries weekly while exceeding departmental productivity goals.
Coordinated with healthcare providers to ensure accurate patient information processing and documentation.
Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.

Escalations & Customer Service Specialist

TEKsystems

San Antonio, TX

11.2021 - 09.2023

Managed escalated customer interactions and supported customer service operations within a high-volume financial services environment.
Led initiatives to improve response times for customer inquiries, resulting in enhanced service levels.
Reduced escalated calls through improved de-escalation methods and agent coaching initiatives.
Improved first-call resolution and customer experience outcomes by strengthening communication strategies and service consistency.
CHALLENGE: The department experienced elevated escalation rates and inconsistent call-management approaches among agents.
OUTCOME: Restructured customer call-flow strategies and trained agents to identify different customer communication styles for improved call control.

Education

High School Diploma -

Canyon Springs High School

Moreno Valley, CA

06-2020

Skills

Epic (CUBS/MyChart)
Meditech
SAP
Microsoft Excel
Microsoft Office Suite
Microsoft Teams
CRM Systems
Zendesk

Jira
SharePoint
Healthie
Intercom
Front
Stripe
Insurance Portals
EMR/EHR Platforms

CORE COMPETENCIES

Healthcare managing
Claims Processing
Customer Experience Leadership
Escalations
Training & Development
Remote Team Leadership
KPI Improvement
Workflow Optimization
HIPAA Compliance
Quality Assurance
Denials & Appeals
Coaching & Mentorship

Timeline