ZENDY DIAZ
Bakersfield,CA
Summary
Diligent, dependable and hard-working individual. Committed to provide exceptional customer service. Successful at managing multiple priorities with a strong work ethic and a positive attitude.
Overview
9
9
years of professional experience
Work History
Compliance Coordinator
Apple One Staffing
10.2023 - Current
- Providing exceptional customer service while making and receiving phone calls, responding to emails, reviewing files to ensure accuracy.
- Processing Nurses' licenses along with other compliance requirements for their hiring and onboarding process for hospital/prison facilities.
- Maintaining all nurses' credentials, running backgrounds, also scheduling drug tests.
- Enrolling Nurses in exams and tests that were required in compliance with DOT for licensing approvals and data verification.
- Staying up-to-date on California laws and licensing requirements to complete accurate compliance files.
- Working effectively and efficiently in fast-paced environment.
Remote- Fact Finding Agent
Maximus/ Corestaff Services
04.2022 - 02.2023
- Used critical thinking skills to analyze all information, notes along with documentation to identify gaps or discrepancies in information.
- Reviewed unemployment insurance claims with outstanding employer protest issues in order to process and adjudicate benefits claims.
- Inbound/ outbound high call volume
- Processed medical/ unemployment claims.
- Explained benefits and policies to customers.
- Provided exceptional customer service.
- Used time management to work bilingual caseload effectively.
- Established strong customer relationships, building recommendations and loyalty.
- Documented all actions taken on claims accurately and thoroughly, detailed data entry.
- Maintained comprehensive product knowledge for accurate and informative customer advice.
- Informed clients of policies and procedures.
- De-escalated and resolved caller issues quickly and thoroughly.
- Showed empathy and compassion for claimants' in diverse community going through difficult situations.
- Used critical thinking to break down issues, evaluate solutions and make decisions.
Remote- English-Spanish Interpreter
Language Lines Services
10.2021 - 04.2022
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, as well as for attorneys, judges, hospital staff, school district staff, insurance companies, healthcare facilities and government agencies.
- Provided exceptional customer service.
- Inbound calls over 60 per day
- Interpreted conversations between foreign language-speaking clients and others.
- Maintained confidentiality of data during interpreting sessions due to sensitive nature of discussions.
- Served as resource for staff on language assistance matters, utilizing telephonic and video interpreting equipment.
- Safeguarded translated data by following ethical codes and industry best practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Developed and maintained glossary of technical terms.
Life Insurance Agent/ Manager
PHP Agency Inc
06.2019 - 09.2021
- Managed production for over 20 agents, assisted with business development strategies, verified accuracy, completeness, timely submission along with consistency of eligibility documents.
- Provided coverage option information to assist clients in life policies and in protecting their assets.
- Trained new agents
- Inbound/ outbound high call volume
- Maintained high standards of customer service by building relationships with clients.
- Negotiated with customers and insurance companies to secure favorable policy terms.
- Verified information to identify discrepancies or any missing information needed.
- Analyzed customers' financial situations to recommend appropriate life insurance policies.
- Explained advantages, features, and disadvantages of various policies to new claimants.
- Provided exceptional customer service
- Interviewed prospective clients to gather information on financial needs as well as discuss existing coverage.
- Assessed information based on codes, policies and procedures.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines as well as benefits to clients and families.
- Participated in team projects, demonstrated ability to work collaboratively and effectively.
- Conducted annual reviews of existing policies to update information.
Case Manager
Health Advocates/ Kern Medical Center
03.2015 - 11.2018
- Served as liaison between medical doctors, hospital staff and patients.
- Monitored patients' insurance coverage plans to ensure that their needs were entirely met and covered.
- Assessed community needs as well as identified resources for social and community service programs such as housing and other public benefits.
- Handled claims related to medical cases between patients and insurance carriers.
- Ensured positive patient experience throughout intake application process.
- Showed empathy and compassion for patients from diverse population going through difficult situations.
- Assisted patients in obtaining Medicaid, Social Security, Medicare, along with other types of state and federal programs.
- Determined service eligibility of insured as well as uninsured patients.
- Collected accurate and thorough patient demographic data, obtained insurance information and verified eligibility and benefits.
- Received, processed, and tracked over 15 daily patient insurance applications and documented with speed and accuracy.
- Determined and collected patient financial liability.
- Served as health advocate explaining process requirements while ensuring application was active/ approved.
- Provided exceptional customer service.
- Was able to learn quickly and adapt to new situations.
- Gained strong leadership skills by managing projects from start to finish.
- Maintained HIPPA and PHI regulations at all times.
Education
Associates Degree -
San Joaquin Valley College
Bakersfield, CASkills
- Certified Bilingual English and Spanish
- Typing Certificate 66 WPM
- Exceptional Customer Service
- Telephone Etiquette
- Critical Thinking/ Problem Solving
- Microsoft Word, Excel, Outlook
- Health Insurance Experience
- Life Insurance Experience
- HIPPA/ PHI
- Heavy Data Entry
- Oral and Written Communication
- Leadership Skills
- Healthcare Industry Experience
- Experience in Medicaid, State/Federal Programs
- Processing and Follow up
- Client Relationship Management
- Analytical Abilities
- Inbound/ Outbound Call Center
- Interviewing
- Eligibility Determination
- Adaptable/ Fast learner
- Attention to Detail
- Report Preparation
Timeline
Compliance Coordinator
Apple One Staffing
10.2023 - Current
Remote- Fact Finding Agent
Maximus/ Corestaff Services
04.2022 - 02.2023
Remote- English-Spanish Interpreter
Language Lines Services
10.2021 - 04.2022
Life Insurance Agent/ Manager
PHP Agency Inc
06.2019 - 09.2021
Case Manager
Health Advocates/ Kern Medical Center
03.2015 - 11.2018
Associates Degree -
San Joaquin Valley College
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