Veronica Vielma
San Antonio,TX
Summary
Driven CCR with 10+ years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills.
Overview
11
11
years of professional experience
Work History
Enrollment Representative 1
Humana
San Antonio, Texas
09.2024 - Current
- Processing replies received from CMS Transmission in yo the company platforms.
- Generate letters and other correspondence to be sent to members.
- Key mass moves into the company platform.
Authorization Representative
wellmed/UHG
San Antonio, Texas
11.2022 - 04.2023
- Kept detailed reports of client and account data, consistently updating database with latest information.
- Managed and obtained insurance authorizations for patient referrals from physicians.
- Collaborated cross-functionally with sales, management and other departments to maintain effective operations.
(contract) Conduent
Hawkins Inc
San Antonio, Texas
05.2022 - 06.2022
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Referred unresolved customer grievances to designated departments for further investigation.
CCR /Data Entry Clerk
Bristol Myers Squibb
San Antonio, TX
07.2021 - 04.2022
- Adhered to strict data confidentiality policies to prevent information leakage.
- Reviewed and updated account information in company computer system.
- Identified and corrected data entry errors to prevent duplication across systems.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Reviewed source documents to locate required data for entry.
- Exceeded quality goals to support team productivity.
- Proofread and edited documents to correct errors.
- Used Sales Forse and math skills to calculate deductions and disability.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Handled delegated tasks.
(contract) Customer Service Rep
MCNA Dental
San Antonio, TX
08.2021 - 12.2021
- answered and went over dental plans with customers
- worked with medicaid customers and assisted with finding dentist in there area and help them set up appointments for there specific needs would set up transportation if needed as well
- assisted customers with replacement dental cards or updated information in there file went over plans copay information eligibility
(contract)Customer Service Representative
Health and Human Services Commission
San Antonio, TX
01.2021 - 06.2021
- Resolved customer concerns with friendly and knowledgeable service.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Updated accounts with recent information and processed customer payments.
- Processed customer account changes with proprietary software.
- worked with medicare and medicaid and educated customers about different plans
- Educated clients on options to assist in making informed decisions.
- Referred client or family to appropriate community resources to obtain support for mental or physical illness.
- Provided information to access financial assistance, legal aid or housing.
Direct Care Professional
Mentis Neuro Rehabilitation
Roundrock, TX
05.2014 - 08.2020
- Helped transition patient between bed, wheelchair and automobile to provide safe mobility support.
- Dressed, groomed and fed patients with limited physical abilities to support basic needs.
- Maintained clean and well-organized environment for client happiness and safety.
- Planned optimal meals based on established nutritional plans.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
- Improved patient outlook and daily living through compassionate care.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Followed care plan and directions to administer medications.
- Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Tracked and reported clients' progress based on observations and conversations.
- Laundered clothing and bedding to prevent infection.
- Liaised with supervisor to review cases and improve care.
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Coordinated patient care plans with doctors and registered nurses and communicated treatment steps to patients.
- Engaged with patients and families to provide emotional support and daily living instruction.
- Recorded patient temperature, pulse and blood pressure to monitor health and well-being.
- Improved resident and staff engagement through group activities.
- Coordinated doctor appointments, exercise, recreation and family visits to maintain schedule.
Education
Diploma -
Everest College
Austin, TX2010
GED -
Austin Community College
Austin, TX05.2002
Skills
- Self-Starter
- Spreadsheet Management
- Advanced Clerical Knowledge
- Collecting Information
- Written and Verbal Communication
- Quality Assurance
- Data Processing
- Strong Problem Solver
- Customer Service-Oriented
- Data Management
- Claims Appeal Procedures
- Attention to Detail
- Proficient With Saleforce
- Excellent Communication Skills
- Data Entry
- Microsoft Office
- Verifying Data Accuracy
- Multitasking and Prioritization
- Time Management
Timeline
Enrollment Representative 1
Humana
09.2024 - Current
Authorization Representative
wellmed/UHG
11.2022 - 04.2023
(contract) Conduent
Hawkins Inc
05.2022 - 06.2022
(contract) Customer Service Rep
MCNA Dental
08.2021 - 12.2021
CCR /Data Entry Clerk
Bristol Myers Squibb
07.2021 - 04.2022
(contract)Customer Service Representative
Health and Human Services Commission
01.2021 - 06.2021
Direct Care Professional
Mentis Neuro Rehabilitation
05.2014 - 08.2020
Diploma -
Everest College
GED -
Austin Community College