Tatiana Cadet
CVS Health
Winter Haven,FL
1
Certification
5
years of professional experience
Compassionate, results-driven professional with 5+ years across healthcare support, behavioral care, customer retention, scheduling, and claims coordination. Known for de-escalation, rapport-building, and operational follow-through that improves patient experience, member retention, and back-office accuracy. Thrives in fast-paced, metric-driven environments; mentors peers and streamlines processes to reduce errors and wait times.
Work History
Claims Coordinator (Contract)
3 Years 2 Months- Processed high-volume medical and pharmacy claims with strict adherence to policy, coding guidelines, and HIPAA.
- Investigated discrepancies, coordinated with payers/providers, and resolved member issues to accelerate accurate adjudication.
- Maintained top-tier accuracy and turnaround times while documenting all actions in enterprise systems.
- Identified recurring issues and contributed to quick-reference guides that reduced repeat errors and rework.
Retention Specialist; Mentor& Collection Agent
1 Year 9 Months- Retained at-risk customers through needs assessment, plan optimization, and empathetic negotiation, consistently exceeding monthly save targets.
- Leveraged data to identify churn risk and deliver personalized retention strategies that improved customer lifetime value.
- Served as a mentor, shadowing calls and coaching peers on objection handling, compliance, and call flow to raise team QA scores.
- Maintained compliance with disclosures and regulatory requirements in a high-volume, KPI-driven environment.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Developed and implemented training programs to improve staff performance and service delivery.
Tech Support Advisor
2 Years- Able to communicate information and ideas so others will understand and able to exchange accurate information in these situations
- Able to multitask applications while talking to customers on the phone
- Able to thrive in a fast-paced, time-pressured, dynamic work environment taking back-to-back calls
- Able to actively listen to customer needs and demonstrate empathy - this includes having problem sensitivity - solve customer problems and be sensitive to others while you do it
- Highly adept at working with a high frequency of conflict situations, as well as upset customers
- Ability to work in an environment where you must sit, reach, communicate (verbally and electronically), type, read, multi-task, and concentrate in a prolonged setting.
- Resolved technical issues for diverse client inquiries through various communication channels.
- Provided in-depth product knowledge to assist customers with troubleshooting and problem resolution.
Behavior Care Specialist; Scheduling Coordinator
2 Years- Provided direct behavioral support, implementing de-escalation techniques and care plans to enhance client safety and outcomes.
- Coordinated multi-provider schedules, optimized appointment slots, and reduced no-shows through proactive reminders and follow-up.
- Entered and maintained accurate client records in EMR/EHR (Epic exposure), ensuring timely documentation and inter-team communication.
- Partnered with families and clinicians to align services with individualized goals and continuity of care.
Education
Diploma
Skills
Patient & Member Advocacy; Behavioral Support & De-escalation
Claims & Benefits Coordination; HIPAA Compliance & Documentation
Scheduling & Calendar Optimization; EMR/EHR Accuracy (Epic)
Customer Retention & Save Strategies; Conflict Resolution & Negotiation
CRM/Call Center Tools: Salesforce
Five9/NICE (or similar)
Metrics-Driven Performance (AHT
QA
Saves); Root-Cause & Trend Analysis
Cross-Functional Collaboration; Training
Mentorship
and Coaching
Microsoft Office; Google Workspace; Data Entry and Reporting
Certification
- HIPAA Awareness and Privacy (if completed)
- Behavioral De-escalation/Nonviolent Crisis Intervention (if completed)
- Claims Processing or Medical Terminology (if applicable)
- Internal call center/customer experience training
Accomplishments
- Exceeded Spectrum monthly save target by X% for Y consecutive months; improved team QA by Z% as mentor.
Keywords for ATS
Behavioral health, de-escalation, patient advocacy, scheduling, Epic, EMR/EHR, HIPAA, claims coordination, benefits, member retention, customer experience, negotiation, QA, KPI, mentor, Salesforce, CRM, call center.
Timeline
Retention Specialist; Mentor& Collection Agent
Spectrum
04.2023 - 01.2025Read More
Claims Coordinator (Contract)
CVS Health
03.2023 - 05.2026Read More
Tech Support Advisor
Teleperformance USA
03.2021 - 03.2023Read More
Behavior Care Specialist; Scheduling Coordinator
Shirley’s Compassionate Care
03.2021 - 03.2023Read More
Haines City High School
Diploma
Read More