Veronica Chavez

· Provided instruction and support under minimal supervision.

· Explaining membership costs, policies, methods, perks, products, and services.

· Investigating, resolving, or escalating membership and payment concerns.

· Handling inquiries, problems, and complaints about membership over the phone and in writing.

· Oversaw automated tracking and documentation of data, provider correspondence and office operations.

· Maintaining provider database by regularly updating information.

· Researched and rapidly resolved client conflicts to maintain membership.

· Enter and match over 8,000 membership card information into appropriate database(s).

· Answer over 60 calls in a day in a timely manner.

· Developed and implemented new employee onboarding process.

· Completed background and reference checks to facilitate hiring and onboarding of employees.

· Trained junior office staff in correct procedures and reporting requirements.

· Reviewed job descriptions identified necessary changes and updated accordingly.

Created training materials for new hires and provided orientation sessions