Call Center Supervisor Health Care

AGNES FIGUEROA

San Antonio, TX · 360-***-****

********@*****.*** · @AGGIEFIG

I am bilingual and can read, write, and translate Spanish. Looking for a position in a company where I can implement my current skills, as well as acquire new ones. Love a challenge, am a great team player and am always eager to learn. Looking for a company I can grow with. There is a huge gap in my work history, as I suffered an accident in 2009 which left me with a disability, and only received my ticket to work again from the SSA in April 2023. I received an Associate of Applied Science in October of 2022 and a Bachelors in Technical Management in October of 2024.

EXPERIENCE

7/2024 - PRESENT

BILINGUAL SEU CSR 2, MAXIMUS – SAN ANTONIO, TX

HEALTHY TEXAS HEALTH AND HUMAN SERVICES CALL CENTER (MEDICAID, MEDICARE SAVINGS PROGRAM & SNAP)

- Provide callers with informed and objective responses to complex and or escalated concerns in regard to social services eligibility requirements, enrollments and programs.

- Retrieve, research, and analyze data from multiple databases to answer client concerns.

- Escalate or refer client for additional services or issue resolution as appropriate.

- Accurately perform all data entry functions to reflect and document client activity/transactions.

- Maintain up-to-date knowledge of program policy and procedures and utilizes it to effectively address client needs concerns.

- Assist 1st line CSRs in answering escalated questions and or assisting with escalated client calls.

5/2023 – 2/2024

SPENT 4 MONTHS AS HPC

6/2024 – 7/2024

BILINGUAL CCR, MAXIMUS – SAN ANTONIO, TX

HEALTHY TEXAS HEALTH AND HUMAN SERVICES CALL CENTER (MEDICAID, MEDICARE SAVINGS PROGRAM & SNAP)

Answered incoming calls from consumers including the public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.

Completed associated tasks according to the established guidelines.

Track and document all inquiries using the applicable systems.

Met Quality Assurance (QA) and other key performance metrics.

Facilitated the fulfillment of caller requests.

Transferred/referred callers to appropriate entities according to the established guidelines.

Escalate calls or issues to the appropriate designated staff for resolution as needed.

2/2024 – 6/2024 (TEMPORARY)

BILINGUAL HPC NTMT, MAXIMUS – SAN ANTONIO, TX

HEALTHY TEXAS HEALTH AND HUMAN SERVICES CALL CENTER (MEDICAID, MEDICARE SAVINGS PROGRAM & SNAP)

Supported new hires by assisting with various activities such as shadowing, reverse shadowing, mock calls, classroom assistance, etc.

Supported the OJT Assistance queue for agents who are in OJT and need assistance while taking live calls.

06/2004 – 12/2008

EDI ANALYST, G & a sERVICES, llc – edison, nj

Monitored records and files transmissions to customers to ensure smooth and error-free deliveries.

Generated, analyzed, and filed daily reports with Anzio.

Developed and managed project plans while providing status updates to management.

Evaluated business needs and issues to devise targeted solutions like resolving logistical issues.

Worked successfully with a diverse group of co-workers to accomplish goals and address issues related to our client’s products.

EDUCATION

10/2024

BACHELOR OF SCIENCE IN TECHNICAL MANAGEMENT, devry university

Concentration in Health Information Management

3.68 GPA CUM LAUDE

10/2022

ASSOCIATE OF APPLIED SCIENCE, devry university

Concentration in Health Information Technology

3.81 GPA

Dean’s List Honoree

Member of the National Society of Leadership and Success (NSLS)

Completed Medical Billing and Coding program

6/2000

HIGH SCHOOL DIPLOMA, carteret high school, nj

3.87 GPA

National Honors Society member

SKILLS

Documentation oversight

Medical record security

Medical terminology

Healthcare claim coding

Data entry

Database/Software management

Inventory controls

HIPAA compliance

PHI security

Medicaid/Medicare reimbursement

Pharmacology

Health Information compliance/governance

Health Information security measures and protocols

Analytical thinking and research

Quality Improvement in Healthcare

Customer service

Privacy and security

Data warehousing and mining

Quality improvement

Microsoft office

3M Encoder

ICD-10-PCS

ICD-10-CM

CPT 2021

Team member training

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