Skills
🗣️ Communication & Customer Experience
• Bilingual (English/Spanish) communication
• Empathetic customer service
• Conflict resolution and de-escalation
• Professional phone and written etiquette
• Cultural sensitivity and inclusive support
• Member and participant education
• High-volume inbound/outbound calling
• First-call resolution strategies
• Interview and onboarding support
🏥 Healthcare & Public Benefit Expertise
• Medicare and Medicaid claims processing
• Dual-eligible member support (D-SNP, STAR+PLUS)
• HIPAA compliance and privacy protocols
• EHR systems: Epic, Cerner, NextGen
• Behavioral health and mental health support
• Unemployment claims (Maryland BEACON system)
• Department of Education loan servicing support
• Retirement services and pension guidance
💻 Technical & Systems Proficiency
• CRM platforms: Salesforce, Zendesk, ServiceNow
• EHR troubleshooting and navigation
• Microsoft Teams, Outlook, Excel, Word
• Google Workspace (Sheets, Docs, Meet)
• Webex, Slack, Zoom
• VDI and remote desktop troubleshooting
• ULTRIPRO and HRIS systems
• Claims documentation and appeals tracking
📊 Leadership & Process Improvement
• Informal team leadership and mentoring
• Training and onboarding coordination
• Escalation management and resolution
• Process improvement and workflow optimization
• Policy interpretation and compliance guidance
• Cross-functional collaboration
• Performance coaching and feedback delivery
About
I’m a bilingual customer service and healthcare professional with over 18 years of experience supporting diverse populations across Medicare, Medicaid, retirement services, and public benefit programs. My career has allowed me to lead teams, resolve complex claims, and guide individuals through systems that often feel overwhelming—always with empathy, clarity, and professionalism.
I’ve worked on integrated care initiatives within Medicare and Medicaid networks, helping members understand their benefits and navigate claims with confidence. I’ve supported unemployment claimants through the State of Maryland’s BEACON system, troubleshooting eligibility issues and ensuring timely resolution. My leadership experience spans financial institutions and Department of Education projects, where I’ve mentored staff, improved service delivery, and upheld compliance in high-volume environments.
I’m fluent in English and Spanish, skilled in CRM platforms like Salesforce and Zendesk, and experienced with EHR systems including Epic, Cerner, and NextGen. Whether I’m resolving escalations, training new agents, or translating policy into plain language, I bring a calm, solutions-focused approach that builds trust and drives results.
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