Summary
Overview
Work History
Education
Skills
Timeline
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Victoria Hernandez-Aker

Victoria Hernandez-Aker

Las Cruces

Summary

Dynamic customer service professional with experience at Aetna Medicare by CVS Health, excelling in Medicare member support and claims resolution. Recognized for exceptional communication and problem-solving skills, ensuring compliance and enhancing member satisfaction. Proficient in medical coding and navigating complex healthcare systems, delivering accurate and timely assistance in high-pressure environments.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

Aetna Medicare by CVS Health
07.2025 - Current
  • Provide empathetic and detail-oriented support to Medicare members through Aetna’s medical and pharmacy benefit programs.
  • Research authorizations, verify coverage and eligibility, and assist with claims resolution using ICD-10, CPT, and HCPCS codes.
  • Interpret medical terminology and navigate multiple healthcare systems while ensuring compliance with HIPAA, CMS, and internal quality standards.
  • Manage high call volumes while maintaining accuracy, timeliness, and member satisfaction.
  • Deliver exceptional service, maintain accurate documentation, and resolve issues efficiently to support positive member outcomes.

Communications Specialist II

New Mexico State Police
11.2011 - 09.2024
  • Manage emergency and non-emergency communications for multi-jurisdictional agencies across twelve counties in southern New Mexico.
  • Proficient in Computer-Aided Dispatch (Mark43), NCIC, and NMLETS for data entry, record management, and incident tracking.
  • Served as tester and peer support for the implementation of the Mark43 CAD system.
  • Analyze information, prioritize emergency responses, and coordinate resources for law enforcement, fire, EMS, and specialized units, including Search and Rescue (SAR).
  • Maintain confidentiality and data integrity while handling sensitive information across federal, state, and local systems.
  • Recognized for professionalism, accuracy, and ethical communication with internal teams, public officials, and citizens.

Telecommunications Officer

Ruidoso Police Department
06.2015 - 10.2021
  • Handle 911 and non-emergency calls, assessing caller needs and prioritizing responses for law enforcement, fire, and EMS.
  • Dispatch Ruidoso Police, Ruidoso Downs Police, Ruidoso Fire, Ruidoso Downs Fire, and Lincoln County EMS using CAD10, NCIC, NMLETS, and Sleuth.
  • Provide life-saving instructions via CPR and Emergency Medical Dispatch (EMD) protocols.
  • Maintain confidentiality, accuracy, and compliance with sensitive data and federal, state, and local regulations.
  • Monitor CCTV systems and maintain training documentation for telecommunicators.
  • Foster professional relationships with co-workers, public officials, and interagency partners.

Education

Certificate of Completion - Medical Billing And Coding Specialist Program

Auburn University
Auburn, AL
05-2025

Bachelor of Arts - Criminal Justice

New Mexico State University
Las Cruces, NM
05-2020

Skills

  • Medicare Member Support
  • Medical Coding (ICD-10, CPT, HCPCS)
  • Claims Research & Resolution
  • Prior Authorizations Research & Eligibility Verification
  • HIPAA & CMS Compliance
  • Medical Terminology & Records Management
  • Customer Service & Member Retention
  • Communication & Active Listening Skills
  • Problem Solving & Conflict Resolution
  • Attention to Detail & Data Accuracy
  • Multi-System Navigation & Workflow Management
  • Team Collaboration & Cross-Department Coordination
  • Time Management & High-Volume Call Handling

Timeline

Customer Service Representative

Aetna Medicare by CVS Health
07.2025 - Current

Telecommunications Officer

Ruidoso Police Department
06.2015 - 10.2021

Communications Specialist II

New Mexico State Police
11.2011 - 09.2024

Certificate of Completion - Medical Billing And Coding Specialist Program

Auburn University

Bachelor of Arts - Criminal Justice

New Mexico State University

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