NORMA L GARCIA
Chenega Corporation
EL PASO
1
Language
31
years of professional experience
Detail-oriented professional with over 15 years of experience in customer service and administrative support. Skilled in resolving inquiries and enhancing customer satisfaction through effective communication and problem-solving. Expertise in managing group benefits, 401(k) programs, and patient healthcare appointments, focused on delivering optimal plans and fostering strong relationships with internal and external stakeholders.
Work History
CUSTOMER SERVICE SUPPORT
1 Year 10 Months- Deescalate complex calls by resolving issues to ensure high quality service levels throughout TriWest.
- Handle incoming calls from Beneficiaries and their dependents. Answer questions with regards to benefits, eligibility, co-pays, Catastrophic CAP, deductibles referral/ auths and claims and any other questions they may have in regards to their benefits.
- Updated referrals and authorizations in CareRadius for beneficiaries and providers.
- Resolved data quality issues by identifying, documenting, and communicating them effectively.
- Deescalated complex calls, resolving issues to maintain high service quality throughout TriWest.
- Assisted supervisor with new hires by shadowing and providing constructive feedback.
- Demonstrated knowledge of CareRadius, DOMA, SalesForce, DOES, and PGBA systems.
- Review electronic documents on CareRadius to ensure appropriate entry into the medical management system.
- Assisted ClinOps during the beginning of the contract to complete the process of faxed referrals and authorizations.
- Able to locate requesting information from beneficiaries utilizing Tricare.mil and other supplemental literature provided by Triwest.
- Knowledge of process for the referrals, to ensure appropriate care is being requested at Military Treatment Facilities.
CUSTOMER SERVICE SUPPORT
1 Year 5 Months- Assisted in Phase II of appointment processing for Veterans.
- Process medical appointments for Veterans on a daily basis and follow through with the processes so it can be completed in Phase 3.
- Searched provider listings in VetConnect and alternative resources to identify suitable options for Veterans.
- Referred beneficiaries to appropriate network providers to ensure timely access to care.
- Arranged appointments with providers and confirmed information needed to process the appointment in HSRM.
- Rescheduling and cancelling appointments in CareRadius.
- Call Veterans to advise of their appointments and provide all information for appointment.
- Search for Task in CareRadius to be completed in HSRM for completion of Referral
- Enter Provider information so Referral can be sent to appointed Provider and Veteran
CUSTOMER SERVICE SUPPORT
- Completed Phase II tasks for medical appointments.
- Process medical appointments for Veterans on a daily basis and follow through with the processes so it can be completed in Phase 3.
- Clarified documentation with departments, medical providers, and beneficiaries to ensure accurate processing.
- Search for providers by using attached list in VetConnect or by searching through alternative resources.
- Arranging appointments with providers and confirming information needed to process the appointment in HSRM.
- Rescheduling and cancelling appointments in CareRadius.
- Call Veterans to advise of their appointments and provide all information for appointment.
- Phase III
- Search for Task in CareRadius to be completed in HSRM for completion of Referral
- Enter Provider information so Referral can be sent to appointed Provider and Veteran
- Search for Provider NPI’s if information is not provided.
- TriWest Classification: Proprietary and Confidential
Customer Service Associate
1 Year- Provided exceptional customer service at front counter and drive through window, enhancing customer satisfaction.
- Meet daily metrics.
- Supported daily and monthly inventory management, ensuring stock accuracy and availability.
- Achieved daily performance goals through effective teamwork and communication.
- Supported managers in various tasks.
- Assist with cleaning of store for monthly corporate visits.
- Executed various errands for supervisors to support daily operations.
Customer Service Representative
3 Years- Answering approximately 50-80 calls per day in a professional and friendly manner.
- Scheduled rides for members, ensuring timely transportation for medical appointments.
- Cancel and reschedule rides according to members’ needs.
- Coordinated with Transportation Providers to address driver delays, minimizing disruption for members.
- Contacted doctors' offices to inform them of members' late arrivals due to transportation issues.
- Adhere to quality, average handle times, transfers, sales and customer satisfaction.
- Maintain a high level of confidentiality for all customer accounts.
- TriWest Classification: Proprietary and Confidential
Administrative Service Coordinator
4 Years- Provide assistance and administrative support for Dean, Associate Dean's Department Chairs, and Faculty.
- Tracked purchase orders, requisitions, reimbursements, payment vouchers, and purchases to ensure timely processing and accuracy.
- Schedule and prepare staff departmental meetings, and trainings.
- Initiate encumbrances, arrange complex and detailed travel plans and itineraries for.
- Track purchase orders, requisitions, reimbursements, payment vouchers and purchases.
- Allocates encumbrances, reconciles monthly accounts, and processes leave requests.
- Oversaw faculty credentialing process in Digital Measures. in Digital Measures.
- Manage Faculty Credentialing in Digital Measures.
- Maintain event budgets.
- Maintain inventory and office supplies.
- Maintains a high degree of confidentiality on all sensitive information privy to the office.
- Created and scheduled courses for new semesters, aligning offerings with academic needs and faculty availability.
Collections Specialist
2 Years- Conferred with clients by telephone or in person to identify reasons for overdue payments and reviewed the terms of service.
- Recorded financial status of clients and tracked progress of collection efforts.
- Reconcile and balance accounts and create account summaries.
- Compute, type, and mail monthly statements to customers.
- Assist in preparing tax forms, such as 1040, 1040-EZ, 1120, W-2s and 1099s.
- Assist in the preparation of sales tax audits for our clients.
Program Manager
3 Years- Developed and implemented public relations strategies; coordinated creation of promotional materials to enhance brand visibility.
- Developed and implemented public relations; coordinated development of promotional Materials.
- Provided support to General Manager, Operations Managers, and Supervisors.
- Maintained all confidential information for site to include pass codes and log-ins essential to assist agents and created new profiles for new employees, staff managers and supervisors.
- Participated in mandatory meetings with client (Sprint) and corporate officers of ACS.
- Managed and investigated system problems, policy violations, and security issues; planned and directed projects for clients while maintaining accurate device programming on demo boards.
Office Manager
13 Years- Compiled monthly expense reports to ensure accuracy and compliance with supporting documents.
- Maintained office services by organizing office operations and procedures.
- Managed accounts payable/receivable, maintained bank ledgers, reconciled lines of credit, and processed invoicing.
- Reviewed and approved all office requisitions. Managed major purchases, generated and maintained equipment tracking records.
- Prepared employee time sheets, organized vacation records, and health insurances.
- Developed master charts and spreadsheets to track project progress, budgets and timelines.
- Supervised overall office operations; planned and coordinated corporate lunch and learn presentations and seminars to enhance employee engagement.
- Managed travel arrangements for Architects and Associate Architects; hotel, and car rental accommodations.
Education
Bachelors of Science - Business Management
Pending
Associates of Applied Science
Skills
Benefit Enrollment
Claims Review
Book Keeping
Bookkeeping
Management
Problem Solving
Data analysis
Large-scale networking
Collaboration
Organization
Adaptable
Bilingual
Languages
Spanish
Native or Bilingual
Timeline
CUSTOMER SERVICE SUPPORT
Chenega Corporation
10.2024 - CurrentRead More
CUSTOMER SERVICE SUPPORT
TriWest Health Care Alliance
04.2023 - 09.2024Read More
CUSTOMER SERVICE SUPPORT
TEEMA, INC
04.2023 - 04.2023Read More
Customer Service Associate
McDONALDS
01.2022 - 01.2023Read More
Customer Service Representative
ALIVI TRANSPORTATION
01.2019 - 01.2022Read More
Administrative Service Coordinator
THE UNIVERSITY OF TEXAS AT EL PASO
01.2014 - 01.2018Read More
Collections Specialist
INDIVIDUALIZED SYSTEMS
01.2012 - 01.2014Read More
Program Manager
AFFILIATED COMPUTER SERVICES
01.2009 - 01.2012Read More
Office Manager
MIJARES-MORA ARCHITECTS
01.1996 - 01.2009Read More
Southwest University
Associates of Applied Science
Read More
Southwest University
Bachelors of Science from Business Management
Read More