Yvanna Rodriguez
Wake Forest,NC
Summary
Detail-oriented and dedicated professional with over three years of experience in customer service, specializing in healthcare support and authorization management. Currently pursuing an Associate’s degree in Health Administration and equipped with comprehensive knowledge of health insurance processes, eligibility, and referrals. Strong communication, problem-solving, and computer skills, with a proven track record of providing exceptional service in remote work environments.
Overview
3
3
years of professional experience
Work History
CSR2 - Customer Service Representative (Remote)
Health Net Federal Services (HNFS)
07.2023 - 12.2024
- Handled authorizations and referrals for TRICARE members, ensuring compliance with all procedures and timelines.
- Reviewed and processed appeals for authorization requests, ensuring compliance with all relevant policies and procedures.
- Communicated with healthcare providers and members to gather necessary information and provide updates on the status of appeals.
- Maintained detailed records of all appeals and resolutions to ensure accurate documentation and follow-up.
- Provided web support and responded to benefit/eligibility inquiries, ensuring clarity and accuracy in information provided.
- Delivered high-quality customer service, resolving complex cases while maintaining positive relationships with members.
Tier 2 Agent
Solutran
11.2022 - 09.2023
- Assisted customers with over-the-counter benefits, answering inquiries and troubleshooting issues with OTC benefit cards.
- Provided expert-level support for complex customer issues, ensuring timely resolution and customer satisfaction.
- Utilized internal systems to track and resolve issues related to OTC orders, balancing efficiency with accuracy.
- Demonstrated strong product knowledge, improving first-call resolution rates and enhancing customer experiences.
Credit Card Customer Service Representative
PNC
12.2021 - 04.2022
- Assisted customers with inquiries about credit card accounts, billing issues, and payment inquiries.
- Processed payments, addressed disputes, and provided information on account terms and conditions.
- Maintained a high level of professionalism, resolving customer concerns while adhering to company policies and procedures.
- Achieved customer satisfaction goals and provided timely solutions to complex financial inquiries.
Education
Associate of Science - Health Administration
Colorado Technical University
Colorado Springs, CO10.2025
Skills
- Healthcare Knowledge
- Authorizations
- Referrals
- Eligibility Verification
- Medical Terminology
- Typing
- Problem Resolution
- Customer Service
- CRM Software
- Health Insurance Portability & Accountability Act
- Health Information Management
- Microsoft Office
- Time Management
- Computer literacy
Timeline
CSR2 - Customer Service Representative (Remote)
Health Net Federal Services (HNFS)
07.2023 - 12.2024
Tier 2 Agent
Solutran
11.2022 - 09.2023
Credit Card Customer Service Representative
PNC
12.2021 - 04.2022
Associate of Science - Health Administration
Colorado Technical University
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