GINGER PENEBAKER
Sacramento
Summary
Detail-oriented and highly adaptable professional with over 5 years of experience in customer service, case management, and team support within healthcare and wellness settings. Skilled at navigating complex systems, resolving issues efficiently, and maintaining compliance with federal and state guidelines. Recognized for leadership in training, mentoring, and creating process-improvement resources that enhance team performance and customer experience.
Overview
11
11
years of professional experience
Work History
Program Technician II
Covered California
12.2020 - Current
- Manage complex consumer cases, troubleshoot issues, and provide clear solutions on inbound and outbound calls.
- Guide consumers through enrollment processes, validate income and immigration documents, and ensure adherence to federal and state standards.
- Utilize multiple platforms daily, including CalHEERS, Salesforce, Workday, and Verint.
- Mentor and shadow new hires, delivering constructive feedback to improve service quality.
- Developed and presented team training materials and PowerPoint guides on policies, regulations, and system updates.
- Ensure strict compliance with HIPAA regulations while handling sensitive personal, financial, and health information.
- Performance Highlights: Consistently maintained high call quality with an average handle time of 17m11s and daily call volume averaging 17.
Service Center Representative (Contract)
Faneuil – Covered California Contract
12.2019 - 11.2020
- Assisted consumers with enrollment into health plans within a high-volume call center environment.
- Resolved complex issues while balancing strict compliance requirements.
- Maintained detailed case documentation and upheld HIPAA guidelines when accessing confidential consumer information.
Lead Assistant
Wellbeing Resource
09.2014 - 09.2018
- Coordinated vendor participation and opportunities for wellness publications and events.
- Represented the organization at healing arts events to expand community partnerships.
- Managed outside sales functions, securing advertising investments to support publication growth.
Education
A.A. - Liberal Arts
College of the Sequoias
01.2000
Anatomy, Physiology, Nutrition, Wellness, and Alternative Medicine
Johnson State University
01.2004
Psychology
Humboldt State University
01.2001
Skills
- Customer Service & Case Management
- Salesforce
- CalHEERS
- Workday
- Verint
- Microsoft Office Suite
- Training & Mentorship
- Compliance & Confidentiality (HIPAA)
- Detail-Oriented & Process Improvement
- ICMI & Implicit Bias Trained
Timeline
Program Technician II
Covered California
12.2020 - Current
Service Center Representative (Contract)
Faneuil – Covered California Contract
12.2019 - 11.2020
Lead Assistant
Wellbeing Resource
09.2014 - 09.2018
Anatomy, Physiology, Nutrition, Wellness, and Alternative Medicine
Johnson State University
Psychology
Humboldt State University
A.A. - Liberal Arts
College of the Sequoias