Successful pilot position that identifies the Latino uninsured and underserved population (Regence and non-Regence members); with the data acquired we have been able to target and serve the Latino population. Work closely with Latino outreach organizations to identify their needs and satisfy them based on what area our Latino community resides and works, this program was simultaneously implemented in the four Regence states (OR, WA, ID, UT). Developed and execute our own outreach programs. Compose and present media advertisings (print, radio, TV). Work in conjunction with Business Intelligence, Sales, Provider Relations, All Customer Services, and Health Care Services. Presentations about Consejeros Latinos to different entities in and out of Regence also to new and renewal groups. Extensive travel to these locations. Supervise, correct and translate documents such as: medical pamphlets, presentations, benefit summaries, Medicare Advantage line of products, including Power Point presentations (all of which had been approved by Medicare). In 2008 we have been proudly recognized with the Best of Blues awards.

Train new employees in Customer Service policies and procedures. Assist an average of 30 Customer Service Representatives with their questions regarding claims processing, benefits, and ODS’ guidelines. I respond to questions from group administrators, providers, brokers, and Sales and Marketing departments, these are responded via phone, email or letters. Maintain several reports on Excel that are to determine the average of calls taken by three different units of Customer Service Representatives. Maintain all Customer Service Representatives weekly shift, lunch and break schedules. This to facilitate adequate phone coverage at all working hours of the day and accommodate the needs of the Representatives.