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BB L

@bbl

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Client and broker support associate at Cetera Financial Group, Inc, supporting clients and registered representatives.

United States

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At Cetera Financial Group, Inc, I served as a liaison between registered representatives and clients, following up on time-sensitive requests and coordinating with internal departments. I recorded client communication and compliance notes in AdviceWorks/SmartWorks and Redtail.

Across healthcare roles at Aspire Health Plan, UnitedHealth Care, and other organizations, I supported members and providers with plan inquiries, claims, grievances, and appeals. I also provided English-Spanish interpretation and translation, and completed Medi-Cal applications for patients at Otonix Inc.

Experience

Work history, roles, and key accomplishments

Client/Broker Support – Associate

Cetera Financial Group, Inc

Jun 2025 - Apr 2026 (10 months)

Acted as a liaison between registered representatives and their clients, conducting proactive outreach on time-sensitive activities and assuming ownership of inquiries. Educated clients on account services and maintained compliance guidelines in AdviceWorks/SmartWorks and Redtail.

AdviceWorks SmartWorks Redtail NetX360+Docupace Teams NICE Outlook Case Management Client Communication Compliance

Bilingual Member and Provider Customer Service Representative

Aspire Health Plan

Sep 2024 - Feb 2025 (5 months)

Provided exceptional customer support in Spanish/English regarding Medicare Advantage Health Plans, managing high-volume inbound and outbound calls, emails, and chat interactions. Maintained accurate records in CRM systems and collaborated with cross-functional teams to enhance service processes.

Bilingual Spanish English Customer Service CRM problem resolution High Volume Call Handling Medicare Advantage

Service Escalations Account Manager

UnitedHealth Care

Sep 2022 - Sep 2023 (1 year)

De-escalated supervisor-requested inbound calls and assisted with submission of grievances and appeals, following up on resolutions. Delivered first call resolution and scheduled commitments for case research, providing resolutions via outbound calls/emails within 7-10 business days.

Escalation Management Grievances And Appeals Customer Service Case research Communication Skills Teamwork

Medicaid/Calpers Customer Care Rep 1

Anthem Blue Cross

Nov 2021 - Mar 2022 (4 months)

Handled inbound and outbound calls from members and providers, researched claim status, and guided callers through patient and provider portals. Quoted eligibility and benefit information, researched missing payments, and advised on authorization requirements for specific codes.

Customer Service Insurance Verification Claims Research Eligibility Benefit Inquiry Provider Services CPT Coding

Case Management Assistant

Caremore Healthcare

Sep 2019 - Oct 2020 (1 year 1 month)

Completed electronic medical files for out-of-network patients, scheduled appointments, and assisted a group of eight Care Coordinators. Managed outbound/inbound calls, insurance verification, and created Excel spreadsheets for daily data input.

EMR Scheduling Insurance Verification Excel Data Entry Communication Skills Appointment Management

Member Service Representative (Call Center)

Molina Healthcare

Nov 2015 - Mar 2018 (2 years 4 months)

Responded to incoming calls from members and providers, including claims calls, and achieved first call resolution goals. Verified member eligibility, provided benefit clarification, and assisted with HEDIS alerts and escalations.

Call Center Customer Service Eligibility Verification Benefits explanation HEDIS Escalation Management Pharmaceutical Information

Administrative Assistant

Heritage Clinic

Oct 2012 - Mar 2014 (1 year 5 months)

Performed in-house duties including ordering supplies, maintaining clinical resources, and assisting with Spanish interpretation during office visits. Reviewed hospital referrals, verified insurance, and translated office materials.

Administrative Support Spanish Interpretation Insurance Verification Data Entry Referral Management Translation

Medi-Cal Program Coordinator

Otonix Inc

Aug 2009 - Dec 2011 (2 years 4 months)

Completed Medi-Cal applications for patients across nine locations, assisted Spanish-speaking clients with interpretation, and maintained logs and follow-up reports. Coordinated with certified hearing aid dispensers and managed inventory and billing paperwork.

Medical Spanish Interpretation Data Entry Scheduling Inventory Management Billing Communication Skills

Administrative Assistant

Westside Neighborhood Clinic

Apr 2001 - Jun 2006 (5 years 2 months)

Provided customer service and assisted the clinic's director and manager. Maintained patient files, prepared appointments, and handled daily cash flow balancing. Assisted with Spanish interpretation during office visits.

Customer Service Administrative Support Spanish Interpretation Appointment Scheduling File Management Cash Handling