Robin Hummel
Chula Vista,CA
Summary
Dynamic Administrative and Patient Services Coordinator with a proven track record of enhancing productivity, efficiency, and service quality across diverse environments. Recognized for unwavering dependability and high ethical standards, consistently delivering reliable support while collaborating seamlessly with cross-functional teams to achieve operational excellence. A strong commitment to embracing additional responsibilities fosters team success, complemented by a dedication to ongoing professional development. A positive attitude and passion for continuous learning drive personal and organizational growth.
Overview
32
32
years of professional experience
Work History
Autism Services Coordinator I
Health Net Federal Services/Tricare
06.2021 - 12.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Reach out to families and providers to resolve or avoid Gaps In Care for ABA services.
- Provide and help find resources for families needing assistance with ABA.
- Worked with cross-functional teams to achieve goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Recognized by management for providing exceptional customer service.
- Ensure Access To Care standards were being met and if not assist families and providers with overcoming barriers to meeting timelines.
- Document outcomes into beneficiary records.
- Maintain audit scores of 100%
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
UM/CM Administrative Assistant II
Health Net Federal Services/Tricrae
09.2005 - 06.2021
- Data entered pre-authorization requests/notifications for inpatient admissions according to Tricare/Medicare guidelines.
- Verification of eligibility and enrollment in Tricare program.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Placed calls to providers and beneficiaries to obtain additional information as needed.
- Ensured that authorization requests were completed accurately within contractual turn around times.
- Sent out correspondence through Right Fax system.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies.
- Maintained 100% on audit scores for data entry.
Administrative Assistant I
Health Net Federal Services/Tricare
06.2004 - 09.2005
- Data entered requests for outpatient pre-authorization. Sent authorization letters to providers and beneficiaries.
- POC for Great Lakes Naval Medical Center
- Ensured that authorization requests were completed within contractual timelines, and accurate.
- Followed HIPAA guidelines.
- Sent faxes to secure Document control line for records
Call Center Representative
Health Net Federal Services/Tricare
07.2002 - 06.2004
- Documented customer interactions accurately in the call center management system.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Senior Assistant Manager
Blockbuster Video
07.1992 - 07.2002
- Managed daily store operations and customer service initiatives.
- Resolved customer complaints effectively to maintain satisfaction levels.
- Monitored sales trends and adjusted staffing schedules accordingly.
- Conducted performance evaluations to support employee growth.
- Performed administrative duties such as creating schedules and processing payroll information.
- Ensured compliance with company policies and procedures as well as applicable laws and regulations.
- Coached team members on best practices for providing exceptional customer service.
- Managed day-to-day operations including opening and closing procedures and cash handling.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Education
No Degree - Fashion Merchandising
Fashion Careers Of California
San Diego, CAHigh School Diploma -
Southwest High School
San Diego, CASkills
- Customer service management
- Tricare/Medicare experience
- Benefits and enrollment verification
- ICD-9, ICD-!0 Knowledge
- Medical Terminology Knowledge
- Data entry
- HIPAA compliance
- Care Radius/Right Fax/MS office/Outlook/TEAMS/Excel
- Work Planning and Prioritization
- Documentation and recordkeeping
- Information collection
- Verbal and written communication
Accomplishments
Key Contributor Award 04/22
Timeline
Autism Services Coordinator I
Health Net Federal Services/Tricare
06.2021 - 12.2024
UM/CM Administrative Assistant II
Health Net Federal Services/Tricrae
09.2005 - 06.2021
Administrative Assistant I
Health Net Federal Services/Tricare
06.2004 - 09.2005
Call Center Representative
Health Net Federal Services/Tricare
07.2002 - 06.2004
Senior Assistant Manager
Blockbuster Video
07.1992 - 07.2002
No Degree - Fashion Merchandising
Fashion Careers Of California
High School Diploma -
Southwest High School
Key Contributor Award
Nominated by my Manager , Supervisor, and team for Key Contributor Award. Received Key Contributor Award April 2022 for my contributions to the Autism Care Demonstration program.