Hi, I’m Patricia, a US Healthcare operations professional with over seven years of experience supporting members, agents, and clients in customer service, escalation management, team leadership, and quality analysis.
I started in DTC/Application Intake, verifying enrollment data and eligibility. From there, I moved into frontline CSR support, handling calls about copays, benefits, premiums, and status. My ability to resolve complex issues led me to the Member Escalation Team, where I managed irate members and supported escalated concerns.
I was promoted to Flex Supervisor, guiding agents on performance, monitoring calls, and tracking KPIs. As a Taskforce Agent, I investigated member complaints, performed deep-dive analysis, and recommended solutions. Later, as a Supervisor of Operations, I led MET agents, joined client meetings, and participated in call calibrations to ensure quality alignment.
I also worked as a Quality Analyst, monitoring calls, analyzing Net Promoter Score (NPS) and sentiment data, and joining calibration sessions to keep evaluations consistent. This role strengthened my ability to identify performance gaps and provide actionable feedback to improve service delivery.
Most recently, I expanded into Technical Support, assisting members with website issues, providing chat-based support, and ensuring HIPAA compliance.
Highlights
• 7+ years of experience in healthcare customer service, technical support, and quality analysis, with a career path from CSR to Supervisor to QA Intern
• Skilled in escalation management, monitoring performance data, and coaching teams to exceed KPIs
• Proficient in Salesforce, Zendesk, Citrix, LivePerson, and internal workflow tools
• Experienced with collaboration platforms such as Microsoft Teams, Zoom, and Slack
• Known for leadership, accuracy, and organization, consistently delivering results that improve customer satisfaction and team efficiency
