Customer Service Administrative Assistant

Robin Hummel

Chula Vista, CA ***** 619-***-**** **********@*****.***

Summary

Seasoned Tricare administrator with over 22 years of experience in support roles. Committed to fostering collaboration to drive organizational success. Resourceful Coordinator known for high productivity and efficient task completion. Excel in care radius, communication, problem-solving, and time management, ensuring successful project outcomes through effective leadership and teamwork.

Skills

Customer service

Accurate data entry

HIPAA compliance

DEERS

Care Radius/DOMA/Bluezone

MS office/Outlook/TEAMS/Excel

Multitasking and organization

Cross-functional collaboration

Experience

AUTISM SERVICES COORDINATOR I 06/2021 - 12/2024

Health Net Federal Services/Tricare - Rancho Cordova, California Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Provided excellent service and attention to customers when face-to-face or through phone conversations. Worked with cross-functional teams to achieve goals. Provided support and guidance to colleagues to maintain a collaborative work environment. Recognized by management for providing exceptional customer service. UM/CM ADMINISTRATIVE ASSISTANT II 09/2005 - 06/2021 Health Net Federal Services/Tricrae - Rancho Cordova, California Data entered inpatient pre-authorization requests/notifications for inpatient admissions, and sent authorization letters to providers and beneficiaries.

Worked with POC at MMSO to process and authorize TPR authorizations. Placed calls to providers and beneficiaries to obtain additional information as needed, while maintaining HIPAA compliance.

Ensured that authorization requests were completed within contractual timelines, and accurate. Sent faxes to secure document control line.

ADMINISTRATIVE ASSISTANT I 06/2004 - 09/2005

Health Net Federal Services/Tricare - San Diego, California Data entered requests for outpatient pre-authorization. Sent authorization letters to providers and beneficiaries. POC for Great Lakes Naval Medical Center

Ensured that authorization requests were completed within contractual timelines, and accurate. Followed HIPAA guidelines.

Sent faxes to secure Document control line for records CALL CENTER REPRESENTATIVE 07/2002 - 06/2004

Health Net Federal Services/Tricare - San Diego, California Answered, screened, and processed a high volume of incoming calls daily, and provided the highest level of professionalism and knowledgeable service to every customer. Documented customer interactions accurately in the call center management system. Resolved customer complaints in a timely manner to ensure customer satisfaction. Navigated through computer systems to review information and respond appropriately to callers. Engaged actively with callers, confirming or clarifying information and diffusing anger. Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.

Assisted customers with navigating the company's website to locate desired information or items for purchase. Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights. Looks good

EditDeletemove

SENIOR ASSISTANT MANAGER 07/1992 - 07/2002

Blockbuster Video - Imperial Beach, California

Managed daily store operations and customer service initiatives. Resolved customer complaints effectively to maintain satisfaction levels. Monitored sales trends and adjusted staffing schedules accordingly. Conducted performance evaluations to support employee growth. Performed administrative duties such as creating schedules and processing payroll information. Ensured compliance with company policies and procedures as well as applicable laws and regulations. Coached team members on best practices for providing exceptional customer service. Managed day-to-day operations including opening and closing procedures and cash handling. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Delegated work to staff, setting priorities and goals. Held regular one-on-one meetings with employees to review performance and priorities and provide feedback. Interviewed prospective employees and provided input to HR on hiring decisions. Education and Training

Fashion Careers Of California - San Diego, CA Merchandising Certificate Fashion Merchandising, 06/1987

Southwest High School- - San Diego, CA High School Diploma 06/1986

Accomplishments

Key Contributor Award 04/22

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