Bilingual Customer Advocate
Remote roles at HCSC (HealthSpring), CVS, and Paylocity.
Public-safe examples of the decisions, habits, and systems behind accurate service. Details are generalized to protect customers and employers.
Healthcare member operations
An anonymized case study of investigating an address-related billing error, coordinating a correction, and following through with the member.
Claims operations and quality
A public-safe example of answering claims and benefits inquiries consistently in a high-volume customer-service queue.
Payroll and HCM SaaS customer support
How I helped customers get acclimated to Paylocity, set up payroll batches and codes, and troubleshoot payroll, onboarding, reports, and other products.