Lydia-Kae Ochoa
Burtonsville
Summary
Dynamic Member Advocate Specialist with extensive health insurance knowledge and a proven track record at EHealth. Expert in navigating open enrollment and enhancing customer service through effective multi-channel communication. Compassionate Member Advocate known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, member engagement, and policy advocacy. Excel in communication, empathy, and problem-solving to enhance member satisfaction and support organizational goals.
Overview
10
10
years of professional experience
Work History
Member Advocate Specialist
EHealth
Burtonsville
2020.10 - Current
- Review Medicare beneficiaries' existing insurance plans.
- Assisted members in navigating health plan options and benefits.
- Educated members about available health resources and services.
- Documented member interactions accurately in the system.
- Provided support during open enrollment periods for members.
- Demonstrating best practices for sales and customer service.
- Monitored incoming calls and emails from members seeking assistance or advice.
- Resolved member complaints efficiently and effectively.
- Advised upper management on potential strategies for enhancing customer service.
- Ensured compliance with industry regulations related to customer service.
- Evaluated current processes to identify areas of improvement.
Billing Administrative Assistant
Advanced Healthcare Corp
Farmington
2020.02 - 2020.10
- Investigated unpaid bills and identified potential issues that could delay payment processing.
- Assisted in preparing financial reports for internal audits and reviews.
- Collaborated with insurance companies to verify patient coverage and benefits.
- Assisted with basic accounting functions by reconciling company credit card, petty cash, and expense reports.
- Assisted with month-end closing activities including generating aging report summaries for review by management.
- Monitored collection efforts on past due accounts ensuring prompt resolution of outstanding balances.
Accounts Receivable Patient Collections Specialist
Orbit Medical/Tibro
Salt Lake City
2015.11 - 2020.02
- Maintained accurate records of collection activities for compliance purposes.
- Followed up on overdue accounts through phone calls and written correspondence.
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Received payment and posted to appropriate accounts.
- Located and monitored overdue accounts using billing system to begin collections process.
- Prepared documents for insurance for proper processing of claims
Education
Bachelor’s Degree - Health Administration System
Weber State University
Ogden, UT01.2020
Associates Degree - General education
Weber State University
Ogden, UT01.2017
Associates Degree - Medical Insurance Billing and Coding
Eagle Gate Collage
Salt Lake City, UT01.2012
Skills
- Health insurance knowledge
- HIPAA compliance
- Multi-channel communication
- Open enrollment support
- Attention to detail
- Team collaboration
- Policy coverage expert
- Licensed insurance agent
Awards
Certificate in Quality & Safety from the Institute for Healthcare Improvement, FEMA and Emergency Management Institute Certified, Graduated Cum Laude (Eagle Gate), Internship Madigan Army Medical Center/Joint Base Lewis McChord
Affiliations
- Volunteer leadership with Soldier and Family Readiness Group
Timeline
Member Advocate Specialist
EHealth
2020.10 - Current
Billing Administrative Assistant
Advanced Healthcare Corp
2020.02 - 2020.10
Accounts Receivable Patient Collections Specialist
Orbit Medical/Tibro
2015.11 - 2020.02
Bachelor’s Degree - Health Administration System
Weber State University
Associates Degree - General education
Weber State University
Associates Degree - Medical Insurance Billing and Coding
Eagle Gate Collage