Rachel Arellano
Costa Mesa,CA
Summary
Supportive Team Lead with 6 years of experience leading teams. Expert in following detailed production schedules with distinguished history of maximizing productivity. Committed to proactive reorganization for optimized safety and efficiency.
Overview
6
6
years of professional experience
Work History
Team Lead
LIBERTY Dental Plan
06.2019 - 04.2022
- Coached team members in techniques necessary to complete patients accounts
- Mentored newly hired employees on health plans and developed training manual to use for reference.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Assisted escalated inbound calls from patients and providers
- Familiarize myself with Medical, Medicaid plans ; HMO , PPO Plans
- Maintain confidential records following HIPPA guidelines
- Trained using meditrac , salesforce and ringcentral
Call Center Manager / Sales
Pushinnovation
01.2016 - 02.2018
- Built relationships with customers and community to establish long-term business
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- One on one meetings with representative to assure business needs are being met
- High volume setting with inbound / outbound calls per day
- Achieve daily call quota of 70 calls per day
- Determined quality assurance benchmarks and set standards for improvement.
- Established and oversaw performance targets for call center associates.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
Member Service Representative
MedXM
05.2015 - 12.2015
- Helped large volume of inbound calls with positive attitude and focus on member satisfaction.
- Assisted members with correcting account, service and educating patients on required forms and benefits
- Educated patients on medicine and at-home healthcare tools.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Taught patients and families to use at-home medical equipment.
- Followed document protocols to safeguard confidentiality of patient records.
- Used Software to schedule appointments.
Education
Medical Assisting
North Orange County Regional Occupational Program
Anaheim, CA03.2019
High School / GED -
Cesar Chavez High School
Santa Ana, CA06.2013
Skills
- Strong Telephone Etiquette
- Information Updates
- Efficient and Detail-Oriented
- Customer Service and Assistance
- High-Volume Environments
- Microsoft Word
- Team-Oriented and Cooperative
- Call Volume and Quality Metrics
- Privacy and Confidentiality
- Inbound and Outbound Calling
- Computer Proficiency
- Patient and Empathetic
- Microsoft Excel
Timeline
Team Lead
LIBERTY Dental Plan
06.2019 - 04.2022
Call Center Manager / Sales
Pushinnovation
01.2016 - 02.2018
Member Service Representative
MedXM
05.2015 - 12.2015
Medical Assisting
North Orange County Regional Occupational Program
High School / GED -
Cesar Chavez High School
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