Soraya Birrueta

● Responsible for responding to and resolving a variety of inquiries, requests and issues from external and internal
customers in a call center environment.
● Provided information on benefits, eligibility, claims, authorizations and other related items over the phone.
● Created required documentation, including but not limited to call logs and other tracking systems.
● Researched and resolved issues related to claims, authorizations, and complex eligibility issues.

• Received and processed incoming calls from the public, providing non-emergency services.
• Played a pivotal role in ensuring smooth transportation logistics by effectively communicating details among members and transport vendors.
• Trained new staff members on software programs or processes.
• Resolved customer complaints in a timely manner while upholding company standards.
• Executed work in accordance with DHCS policies to guarantee accuracy.