Yadira M Barrios

Resolved complex inquiries from members via telephone, digital platforms, and written communication.

Recorded and acted on details of inquiries, complaints, and transactions for effective follow-up.

Collaborated across departments to deliver seamless assistance and enhance member experience.

Supported outbound campaigns, including post-enrollment follow-ups and HRA initiatives.

• Provided exceptional support to patients navigating the healthcare system, consistently achieving a 95% patient satisfaction score.
• Managed appointment scheduling and inquiries while maintaining strict confidentiality and compliance standards.
• Documented interactions accurately and efficiently, contributing to improved team performance metrics, including a 15% increase in average calls answered.
• Mastered scope of services that are directly supported by self and team to provide higher level of service.

• Provided outstanding support to healthcare providers through efficient handling of over 70 inbound and outbound calls daily, addressing patient-related service inquiries such as benefits verification and pre-certifications.
• Educated and collaborated with external providers to enhance compliance with policies, resulting in a 20% reduction in errors related to pre-certification and claims processes.
• Navigated multiple systems seamlessly to resolve provider requests on the first call, improving overall customer satisfaction ratings by 15%.
• Facilitated input to policies, system methods and procedures for the effective management of key business processes.

• Delivered top-tier sales support by actively engaging customers and understanding their needs, resulting in an 85% Net Promoter Score and 10% increased revenue.
• Collaborated with team members to enhance creative solutions, driving exceptional customer experiences.
• Assisted in training initiatives while staying updated on the latest products, fostering a knowledgeable and passionate sales environment.
• Leveraged tools such as Toolbox, Slack, and Hello to efficiently research solutions and collaborate with team members, consistently exceeding performance metrics.
• Shared best practices with peers, contributing to a team environment that improved key metrics including Average Response Time and Apple Care Attach rates by 15%.