Tzitziqui Zepeda
Apple Valley,CA
Summary
Seasoned bilingual Customer Service Specialist with over 15 years of experience, including impactful roles at Aetna and UHC Proven track record in forging genuine member relationships and resolving complex claims, significantly improving customer satisfaction and team productivity.
Overview
3
3
years of professional experience
1
1
Certification
Work History
DSNP Navigator
UHC
04.2022 - Current
- Created genuine relationships with members allowing me to help with locating local resources for personal needs like food pantries, housing, clothing and utility assistance.
- Assisted members in closing gaps in care by helping with appointments, transportation scheduling, medication refills and referrals along with post follow ups.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and team productivity by promoting operational best practices by being a compliance champion and assisted in compliance coachings.
Customer Service Representative
Aetna
10.2021 - 03.2022
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Researched and resolved complex medical claims issues to support timely processing.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
Education
High School Diploma -
Victor Valley High School
Victorville, CA07-2006
Skills
- Compliance Coaching
- Proficient in MS Office
- Customer Service Experience 15 yrs
- Maestro/GPS
Certification
M&R Certification 1&2
Languages
Spanish
Native or Bilingual
Timeline
DSNP Navigator
UHC
04.2022 - Current
Customer Service Representative
Aetna
10.2021 - 03.2022
M&R Certification 1&2
High School Diploma -
Victor Valley High School
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