Aurora Rubio
Glendale
Overview
11
11
years of professional experience
Work History
Bilingual CSR
State of Arizona
Phoenix, AZ
03.2023 - 04.2026
- Handled up to 90 calls from the public, health providers, and AHCCCS members following established call center protocols.
- Performed medical assistance eligibility verification for members and providers through Health e Arizona Plus and conducted enrollment verification using PMMIS.
- Actively listened to members' concerns and addressed them effectively.
- Clarified and discussed available options, demonstrating respect and patience during each interaction.
- Supported members with inquiries regarding their open enrollment choices.
- Investigated potential discrepancies such as multiple IDs, overlays, DOBs, and eligibility issues.
- Provided switchboard/operator coverage as requested by supervisors.
Bilingual CSR
Progressive Leasing
Glendale, AZ
09.2022 - 03.2023
- Answered customer calls according to established call center guidelines.
- Processed ACH and credit/debit card payments efficiently.
- Updated payment dates based on customer requests.
- Handled denied applications promptly.
- Maintained accurate customer bank, income, address, and email information.
- Resolved customer payment concerns effectively.
Bilingual CSR
State of Arizona
Phoenix, AZ
10.2020 - 05.2022
- Conducted verification of Medicare enrollment through CMS.
- Assisted members in determining eligibility for Medicare Savings Program to facilitate buy-in requests.
- Created referrals for residency verification of members.
- Updated enrollment, eligibility, and demographic information in PMMIS to support reimbursement processes.
- Handled up to 90 calls daily from the public, healthcare providers, health plans, and AHCCCS members in compliance with call center protocols.
- Performed medical assistance eligibility verification using Health e Arizona Plus and conducted enrollment verification via PMMIS.
- Actively listened to members' concerns and provided clear explanations of options with respect and patience during each interaction.
- Supported members and providers with inquiries regarding eligibility and open enrollment.
Bilingual CSR
State of Arizona
Phoenix, AZ
03.2015 - 10.2020
- Handled up to 90 calls from the public, health plan providers, and AHCCCS members while adhering to established call center protocols.
- Performed medical assistance eligibility verification for members and providers utilizing Health e Arizona Plus and conducted enrollment verification through PMMIS.
- Actively listened to members' concerns and provided appropriate responses.
- Clarified and discussed options while maintaining a respectful and patient demeanor during each interaction.
- Guided members through their open enrollment questions.
- Investigated discrepancies such as multiple IDs, overlays, DOBs, and eligibility issues.
- Updated and managed returned mail for members.
- Supported a special project to verify members' dates of death with vital statistics.
- Provided switchboard and operator coverage as needed upon supervisor request.
Education
GED - undefined
Phoenix College
Phoenix, AZHigh school - undefined
Camelback
Phoenix, AZSkills
- Assisted customers in English and Spanish with inquiries
- Supported customers in confirming their health insurance enrollment
- Addressed customer queries in a timely manner
- Documented processes with precision for accuracy
- Conducted thorough eligibility checks
- Managed various duties efficiently
- Performed call center responsibilities with a high level of professionalism
- Exercised active listening and adhered to instructions meticulously
Timeline
Bilingual CSR
State of Arizona
03.2023 - 04.2026
Bilingual CSR
Progressive Leasing
09.2022 - 03.2023
Bilingual CSR
State of Arizona
10.2020 - 05.2022
Bilingual CSR
State of Arizona
03.2015 - 10.2020
GED - undefined
Phoenix College
High school - undefined
Camelback