Patient-Focused Support Specialist Leader

PE

PAUL ESQUIVEL

*******@*******.*** 530-***-**** Irvine, CA 92614

Customer-focused and results-driven support specialist with over a decade of experience in healthcare, telecommunications, and digital health industries. Proven success in managing high-volume inbound and outbound communications, resolving complex client issues, and driving satisfaction across B2B and B2C environments. Adept at navigating CRM systems, regulatory frameworks (HIPAA, ADA), and cross-functional collaboration to optimize service delivery. Skilled in team leadership, performance coaching, and process improvement. Bilingual in English and Spanish, with a strong commitment to empathetic communication and operational excellence. Inbound & Outbound Call Management

Member & Client Support

Customer Education

Issue Resolution

Healthcare Navigation

Empathetic Communication

CRM Systems

Documentation & Resource Utilization

Regulatory & Compliance Management (HIPAA)

Medical Billing

Team Leadership & Mentorship

Training & Development

Performance Management

SaaS support

CareValidate Irvine, USA

Customer Support Specialist

04/2025 - Current

Company Overview: CareGLP, a digital health platform focused on GLP-1 obesity management.

Delivered frontline support for CareGLP, a digital health platform focused on GLP-1 obesity management.

Supported enterprise clients with HR-focused solutions including Care360, CareWise, and AccommoCare.

Ensured ADA compliance and workplace safety through empathetic, detail-oriented service.

Collaborated with clinical and technical teams to streamline workflows and improve health outcomes.

Maintained high satisfaction scores through efficient inquiry resolution and proactive communication.

CareGLP, a digital health platform focused on GLP-1 obesity management. Nations Benefits Costa Mesa, USA

Client Support & Experience Specialist

10/2020 - 04/2025

Advanced through multiple roles, supporting members and providers in a high-volume benefits call center.

Led educational outreach on benefit plans, improving utilization and member engagement.

Partnered with compliance and technical teams to reduce handling times and streamline case resolution.

Mentored junior staff in HIPAA compliance, CRM usage, and problem- solving strategies.

Developed feedback-driven service enhancements and conducted root-cause analysis to reduce escalations.

Summary

Skills

Experience

Transportation Coordinator (NEMT)

07/2017 - 10/2020

Coordinated non-emergency medical transportation services, ensuring timely and compliant scheduling.

Communicated with patients, providers, and drivers to resolve logistical issues and improve service reliability.

Maintained accurate documentation and adhered to healthcare transportation regulations.

AT&T Orange, USA

Retail Sales Consultant & Assistant Store

Manager

11/2010 - 12/2016

Delivered personalized sales solutions, consistently exceeding performance targets.

Managed store operations, inventory, and staff scheduling while mentoring new hires.

Supported C-Level clients and utilized CRM systems to track performance and customer interactions.

Applied data insights to optimize store layout and product placement, increasing conversion rates.

ITT Technical Institute Rancho Cordova, CA

Data Science

Marysville High School Marysville, CA

GED

Exclusive Benefit Account Manager for Aetna Better Health of NY - Medicaid Point of Contact for Yes You Can - Medical English, Native

Spanish, Highly Proficient

Education and Training

Projects

Languages

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