Teresa Rojas Cano
Redlands,CA
Summary
Experienced healthcare and administrative support professional with over 25 years in customer service, specializing in medical office operations, patient support, and insurance processes. Committed to exceeding service expectations through strong communication, organization, and a passion for helping others. Experienced with business operations support, including strong understanding of teamwork dynamics and adaptability in fast-paced environments. Seeking to contribute to a dynamic team in a medical or corporate environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Business Operations Support
Zions Bancorporation
09.2023 - 09.2024
- Provide daily assistance via phone, email, and chat to bank employees across multiple departments
- Support customer and account maintenance, document review, and fee refund approvals
- Ensure compliance with bank and regulatory policies
- Act as liaison between financial centers and internal departments
- Approve exceptions and transactions based on authority levels
- Provide daily assistance via phone/email/chat including diversified operational support to all bank employees.
Family Liaison Manager
Positive Behavior Steps
10.2018 - 03.2023
- Coordinated ABA therapy intakes, working closely with CEO, COO, and clinical teams
- Scheduled evaluations (FBA), collected and recorded accurate client data
- Provided Help Desk support, answered service inquiries, and addressed client concerns
- Marketed services to regional centers and recruited staff for growing ABA programs
- Supported Community Integration Program with the San Gabriel/Pomona Regional Center
- Established trusting relationships with families from diverse backgrounds by demonstrating empathy and cultural sensitivity.
Health Representative
Anthem Blue Cross / Blue Shield
04.2016 - 09.2018
- Handled inbound and outbound calls for HEDIS and wellness outreach
- Scheduled patient visits, verified enrollment, and processed authorizations
- Provided education on health plan features and coordinated home health services
- Managed and updated health records of 75-100 patients.
Member Services Representative
CareMore Health Plan
04.2016 - 09.2018
- Engaged with members to complete open HEDIS measures and preventative health exams
- Supported clinical teams in outreach and scheduling
- Assisted in resolving eligibility and benefits issues
- Enhanced member satisfaction by addressing concerns promptly and providing professional assistance.
- Collaborated with cross-functional teams to identify opportunities for improving overall member experience.
- Utilized advanced problem-solving skills to address unique concerns or requests from individual members.
Call Center Representative
AT&T Mobility
04.2014 - 10.2016
- Delivered customer support for wireless services and resolved billing/technical issues
- Handled high call volumes in a fast-paced environment
- Promoted retention through quality service and issue resolution
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Some College (No Degree) - Medical Coding & Billing
Career Step
OnlineReal Estate Course - Real Estate Coursework – Practice, Appraisal, Principles
Century 21 Home & Investment
San Dimas08-2024
Certified Medical Assistant -
Bryman National Education Center
Long Beach, CA01.1993
GED -
Bell Gardens High School
Bell Gardens, CA06.1992
Skills
- Technical & Software:
- Microsoft Office Suite (Word, Excel)
- EMR Systems: Epic, NexGen
- Medical Billing Tools: Availity, Workday
- Insurance Verification & Scheduling
- HEDIS, HIPAA Compliance
- Applied Behavior Analysis (ABA)
- Remote Help Desk Support
- Professional Strengths:
- Detail-oriented and highly organized
- Excellent verbal and written communication
- Self-motivated and quick learner
- Team-oriented and adaptable to change
- Office Support
- Administrative support experience
- Quality assurance support
- Implementation support
Certification
- Call Center Customer Service – Proficient (Aug 2023)
- Customer Service – Proficient (Mar 2023)
- Call Center Customer Service – Proficient (Dec 2022)
Languages
English and Spanish (Advanced Reading/Writing)
Timeline
Business Operations Support
Zions Bancorporation
09.2023 - 09.2024
Family Liaison Manager
Positive Behavior Steps
10.2018 - 03.2023
Health Representative
Anthem Blue Cross / Blue Shield
04.2016 - 09.2018
Member Services Representative
CareMore Health Plan
04.2016 - 09.2018
Call Center Representative
AT&T Mobility
04.2014 - 10.2016
Some College (No Degree) - Medical Coding & Billing
Career Step
Real Estate Course - Real Estate Coursework – Practice, Appraisal, Principles
Century 21 Home & Investment
Certified Medical Assistant -
Bryman National Education Center
GED -
Bell Gardens High School
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