Jennifer Alderete

Supervised 35 agents for the Novartis Patient Assistance Program, maintained top-3 client performance rankings, and managed attrition, quality, and team performance metrics.

Led 23 agents supporting Blue Shield of CA, achieved top-3 client ranking by driving metrics, reducing attrition, and improving claim and benefits processing quality.

Handled data entry, account troubleshooting, billing and claims processing, and medical diagnosis coding while advocating for customers and verifying insurance per Medicare rules.

Reviewed hospital bills and policy coverage across multiple state plans to approve or deny claims and ensure accurate benefits application.

Managed front- and back-office operations, supervised and coached staff, handled time corrections, inventory, and ensured service and cleanliness standards.

Processed mail-order prescriptions, handled authorizations and customer inquiries, performed data entry and insurance troubleshooting for pharmacy services.

Handled high-volume incoming cardholder service calls for US Bank, resolving issues, de-escalating customers, and following quality and control procedures.

Completed high school education with a general studies curriculum from August 2001 to June 2005.