Summary
Overview
Work History
Education
Skills
Activities
Timeline
Generic

Rosario Searls

Garland,TX

Summary

An accomplished and energetic individual with a 37-year history of working in the Health Care Industry is now interested in a work-from-home position. I aim to continue my extraordinary work ethic, dependability, and willingness to learn or take on a new challenge while working from home.

Knowledgeable individual with background in customer service. Proven ability to handle customer inquiries and resolve issues efficiently, enhancing client satisfaction. Demonstrated strong communication and problem-solving skills in fast-paced environments. Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.

Overview

29
29
years of professional experience

Work History

Customer Service Advocate

OptumRX-United Health Group
10.2023 - 12.2023
  • Answer 50-70 incoming phone calls per day from customers and identify the type of assistance the customer needs
  • Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
  • Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
  • Assist customers in navigating websites while encouraging and reassuring them to become self-sufficient in using our tools
  • Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues

Care Giver

12.2020 - 10.2023
  • Provide home health care and assistance to individuals with cancer
  • Make sure the patient received medication at appropriate times as prescribed by his physician
  • Prepare meals, change linens, do laundry, and other items as needed

Sr. Supervisor

Health Care Service Corporation (HCSC)
07.2018 - 12.2020
  • Hired, appraised, trained, and disciplined the Performance Guarantees Audit Departments for TX, OK, MT, and NM offering constructive feedback to improve performance
  • Developed yearly goals, directed staff on meeting production goals, and conducted performance reviews
  • Created a culture of continuous improvement to inspire employees to take action on solving problems
  • Report on the findings of the monthly audit reports via presentations, and detailed written reports to Management

Sr. Audit Specialist

Health Care Service Corporation (HCSC)
02.2018 - 06.2018
  • Prepared, reviewed, and examined financial monthly and quarterly reports, and records to identify and correct discrepancies
  • Produced current information to help managers make decisions based on relevant data rather than historical trends
  • Kept clients in full compliance with payment, reporting, and other financial requirements
  • Prepared training material and trained new employees on the audit process

Audit Specialist II

Health Care Service Corporation (HCSC)
02.1997 - 01.2018
  • Complete monthly audits to identify and document potential claims processing and financial errors for the HCSC Performance Guarantees Dept
  • Provided detailed analysis, documentation, and explanations for all recorded transactions
  • Determined optimal courses of action to reduce risk and boost error finding rate, analyzing and identifying inefficiencies and internal control issues
  • Develop audit procedures to evaluate the effectiveness of the Performance Client Guarantees contracts

Audit Specialist I

Health Care Service Corporation (HCSC)
01.1995 - 01.1997
  • Prepared and audited Performance Guarantee Client’s claims for financial and processing accuracy, and reported inaccurate findings to the appropriate internal areas
  • Prepared monthly audit summary reports for internal personnel for year-end analysis
  • Secured sensitive and confidential information against unauthorized access by carefully following information protection protocols

Education

Certificate of Completion - Management

Richland Community College
05.2008

High School Graduate -

Rockport Fulton High School
05.1977

Skills

  • Process Improvement
  • Training and Development
  • Medical Terminology
  • Call center experience
  • Data entry
  • Data collection
  • Complaint handling
  • Complaint resolution
  • Credit card processing
  • Policy review
  • Staff education and training
  • Payment collection
  • Problem-solving
  • Report creation
  • Report generation
  • Quality control
  • Office equipment proficiency
  • Microsoft PowerPoint
  • Microsoft Office Suite

Activities

  • Community volunteering for church activities
  • Food bank volunteer
  • Assisting neighbors in time of need
  • Volunteered to give and distribute gifts for nursing homes and other facilities

Timeline

Customer Service Advocate

OptumRX-United Health Group
10.2023 - 12.2023

Care Giver

12.2020 - 10.2023

Sr. Supervisor

Health Care Service Corporation (HCSC)
07.2018 - 12.2020

Sr. Audit Specialist

Health Care Service Corporation (HCSC)
02.2018 - 06.2018

Audit Specialist II

Health Care Service Corporation (HCSC)
02.1997 - 01.2018

Audit Specialist I

Health Care Service Corporation (HCSC)
01.1995 - 01.1997

High School Graduate -

Rockport Fulton High School

Certificate of Completion - Management

Richland Community College

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Rosario Searls