I'm currently an A1 Advocate at CVS Health/Aetna, investigating complex claims and benefits issues, coordinating with provider offices and internal teams, and following cases through resolution. I maintain detailed records, protect confidential information, and communicate clear next steps to members.
Previously, I resolved 50+ daily inquiries at Southwest Airlines with 99% accuracy, 98% compliance, and 90% first-contact resolution. My background also includes dental claims support at UnitedHealthcare and quality assurance management at Portfolio Recovery Associates, where I audited operations, reported trends, and supported workflow improvements.
