Patricia Patino
Houston,TX
Summary
Bilingual Motivated professional offering proficiency in data entry combined with strong mathematical and analytical thinking skills. Personable team player with exceptional customer service abilities. Fast learner and committed to continuous, self-directed learning. Service-driven professional highly informed of all state and federal regulations pertaining to benefits for employees. Communicative Benefits Specialist offering outstanding customer service and data confidentiality skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Medicare Benefit Advisor
Willis Towers Watson
REMOTE, TX
05.2023 - 12.2023
- Conducted benefit plan reviews and provided employees with advice on their benefits.
- Assisted in the development of employee benefit plans, such as health insurance, retirement savings accounts, and flexible spending accounts.
- Provided education to employees about various benefit offerings and options available to them.
- Responded to employee inquiries regarding benefits information and policy interpretation.
- Maintained current knowledge of changes in federal and state regulations related to employee benefits programs.
- Analyzed data from surveys to determine which benefits were most important to employees.
- Created presentations for management that explained the value of different benefit plans.
- Managed all aspects of open enrollment period including communication materials, webinars.
- Monitored compliance with applicable laws governing employee benefits programs.
- Collaborated with Human Resources team members on special projects related to improving efficiency of employee benefits administration process.
- Coordinated benefits processing, including enrollments, terminations and claims.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to health and welfare benefits.
- Reviewed employee enrollments to verify accuracy, inputting information into company database.
- Checked accuracy and completeness of benefits applications and documents.
- Mastered state and Federal benefit laws Including ERISA, FMLA, COBRA, HIPPA and 401k administration.
- Administered employee insurance, pension and savings plans, working with insurance brokers and plan carriers.
- Researched employee benefit and health and safety practices, recommending changes or modifications to existing policies.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Assisted customers in navigating the Medicare website, helping them to find the resources they needed.
- Resolved customer complaints and concerns in a timely manner.
- Followed up with customers via telephone or email to ensure that their needs were met.
- Processed enrollments for new Medicare members according to established procedures and guidelines.
- Maintained accurate records of customer interactions and transactions.
- Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
- Collaborated with various departments within the organization to resolve customer issues quickly and efficiently.
- Provided technical assistance when necessary by troubleshooting any problems with online accounts or applications.
- Assisted customers in understanding their rights under applicable laws.
- Participated in team meetings to discuss best practices for responding to customer inquiries.
- Monitored changes in regulations affecting Medicare services provided.
- Created documents such as letters, emails, or forms as needed for customer service purposes.
- Cooperated with Medicare, Medicaid and private insurance providers to establish relationships and resolve billing issues.
- Delivered patient information, appointment results and insurance information to other office staff for reporting and billing purposes.
- Responded to member questions regarding plan benefits and provisions.
- Handled new enrollments by entering customers' data and reviewing information.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Expertly assigned charges and payments for medical procedures.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Contacted customers about potential service upgrades, new MEDICARE/MEDICAID services and account changes.
- Referred unresolved customer grievances to designated departments for further investigation.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Supported sales team members to drive growth and development.
- Promoted available products and services to customers during service, account management and order calls.
- Provided guidance to customers regarding Medicare products and services.
- Responded to customer inquiries about Medicare coverage options.
- Conducted research on competitive pricing for Medicare products.
- Processed applications for Medicare plans and insurance policies.
- Collaborated with other departments to ensure accurate data entry of customer information into the system.
- Identified potential errors in client information and corrected them accordingly.
- Verified customer eligibility for certain types of health care coverage under Medicare programs.
- Monitored changes in regulations related to Medicare plans and updated internal procedures as needed.
- Maintained up-to-date knowledge of current industry trends in the field of Medicare benefits.
- Facilitated communication between clients, providers, and insurers regarding claims processing issues.
- Resolved complex customer service issues by providing appropriate solutions.
- Reviewed documentation from clients prior to enrollment into a specific plan or policy.
- Evaluated customer feedback after enrollment into a plan or policy to determine satisfaction levels.
- Performed administrative duties such as filing paperwork and updating records in accordance with company standards.
- Participated in team meetings to discuss strategies for improving product offerings under the umbrella of the Medicare program.
- Made outbound calls to insurance companies, patients and physicians to perform eligibility checks for patients.
- Handled inbound and outbound calls to verify patient appointments.
account manager/COLLECTIONS
alorica-WFH REMOTE
09.2022 - 01.2023
- Delivered engaging and polished presentations to build connections with potential customers and distinguished business from competitors
- Managed inbound-outbound calls in a very busy call center
- Managed accounts that were delinquent and past due up to 180 days
- Soft collections to bring accounts up to date and or to retain clients helping them bring their account current
- Assisted customers in finding options to meet their financial obligations without getting further behind
- Outbound calling to remind customers of payments and account balance
- Documented and notated account accordingly after reaching customer via outbound/inbound call
- Payment processing made my credit cards or checking accounts
- Created payment plans based on analysis of a customer’s financial situation
- Resolved client billing issues
- Maintained highly monthly volume of collections calls
- Adhered to all communication laws based on each individual state
- Resolved customer questions, issues and complaints
- Maintained composure and patience in face of difficult customer situations
- Defused volatile customer situations calmly and courteously accurately documented, researched, and resolved customer service issues with account.
real estate agent
ABBY REALTY- HOUSTON, TX
01.2019 - 09.2022
- Developed and maintained relationships with clients through networking, post cards and cold calling
- Managed contracts, negotiations and all aspects of sales to finalize purchases and exceed customer expectations
- Sold high volume of properties in a short timeframe to exceed quotas and maximize business revenue
- Wrote listings detailing and professionally highlighting property features to increase sales chances.
HEAD ADMINISTRATIVE ASSISTANT
EXCLUSIVE FURNITURE – HOUSTON, TX
01.2008 - 01.2014
- Managed filing system entered data and completed other clerical tasks
- Created and implemented standard operating procedures for record filings
- Liaised between clients and vendors and maintained effective lines of communication
- Assisted coworkers and staff members with special tasks daily
- Managed paper and electronic filing system by routing various documents, taking messages, and managed incoming and outgoing mail.
Education
HIGH SCHOOL DIPLOMA -
San Jacinto College
01.2008
HIGH SCHOOL DIPLOMA -
CHANNELVIEW HIGH SCHOOL
01.2005
Skills
- Business Negotiation and Conflict Resolution
- Product and Services Sales
- Data Input
- Monthly Closings
- Data Reporting
- Transcribing Documents
- Compiling Data
- Accounts Payable and Accounts Receivable
- Standard Operating Procedures Development
- Spreadsheet Management
- Data Transcription
- Typing Manuscripts
- Excellent mathematical skills
- Attention to Detail
- Fluent in Spanish
- Compliance knowledge
- Claims Handling
- Financial Acumen
- Policy Interpretation
- Dispute Resolution
- Benefits Administration
- Goal-Oriented
- Benefits Explanation
- Employment law knowledge
- New employee orientations
- ACA standards knowledge
- Human Resources Management
- Benefits interpretation
- Open enrollment
- Documentation And Reporting
- Verbal and written communication
- Employee Relations
- Relationship Building
- Termination Procedures
- Employee benefits practices
- Payroll coordination
- ADP Workforce Now
- Eligibility Determination
- Medicaid knowledge
- Training abilities
- Application processing
- Interpersonal Communication
- Professionalism
- Recordkeeping and data input
- Written Communication
- Telephone Etiquette
- Interpersonal Skills
- Decision-Making
- Adaptability and Flexibility
- Reliability
- Applicant support and service
- Appointment Scheduling
- Excellent Communication
- Effective communication skills
- Payment Collection
- Analytical Thinking
- Problem-Solving
- Schedule Management
- Application support
- Active Listening
- Team Collaboration
- Multitasking
- Data Compilation
- Documentation and paperwork
- Application Review
- Continuous Improvement
- Program understanding and advisement
- Referral Coordination
- Application assessment
Certification
- Medicare license for 2024
Timeline
Medicare Benefit Advisor
Willis Towers Watson
05.2023 - 12.2023
account manager/COLLECTIONS
alorica-WFH REMOTE
09.2022 - 01.2023
real estate agent
ABBY REALTY- HOUSTON, TX
01.2019 - 09.2022
HEAD ADMINISTRATIVE ASSISTANT
EXCLUSIVE FURNITURE – HOUSTON, TX
01.2008 - 01.2014
HIGH SCHOOL DIPLOMA -
San Jacinto College
HIGH SCHOOL DIPLOMA -
CHANNELVIEW HIGH SCHOOL
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