Luisa G.
Mid-Level Healthcare Helpdesk Analyst
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About
Luisa G. is a bilingual healthcare support professional with over four years of experience spanning the healthcare, insurance, telecommunications, and construction industries. As a Helpdesk Analyst at Thirdway Health, she delivers operational and technical support for insurance claims and billing, managing eligibility verification and resolving complex case issues while maintaining meticulous records in CRM systems and adhering to HIPAA compliance. Her prior role at Konecta for the Verizon Wireless campaign saw her handling high-volume customer interactions and executing remote troubleshooting, technical diagnostics, and detailed CRM documentation. In addition, Luisa G. manages billing operations and workflow schedules for a U.S.-based construction firm and has substantial experience in inbound sales and support for AT&T, focusing on order processing and customer retention. She is proficient in CRM systems, case documentation, and telephonic member outreach within fast-paced, remote environments.
Experience
Helpdesk Analyst
THIRDWAY HEALTH – ASTRANA · 2023 — PresentProvided operational and technical assistance regarding healthcare insurance claims and billing, focusing on eligibility verification. Addressed intricate case challenges and billing discrepancies while meticulously documenting interactions in CRM systems. Worked alongside various teams to guide members through internal resolution processes, enhancing response times for claim inquiries. Maintained rigorous data privacy and compliance standards in all member-related interactions.Customer Service & Technical Support Representative
KONECTA – VERIZON WIRELESS CAMPAIGN · 2022 — 2023Handled a significant volume of inbound and outbound customer interactions in the U.S., meeting performance expectations in customer satisfaction and retention. Implemented remote troubleshooting and technical diagnostics to enhance ticket resolution efficiency. Maintained detailed interaction histories in advanced CRM tools for effective follow-ups and continuity of service. Assisted in complex problem-solving by assessing customer needs and directing them towards suitable service plans and resources.Inbound Sales & Customer Support Advisor
UPS – AT&T CAMPAIGN · 2020 — 2022Consulted with clients on intricate service plans and addressed concerns related to accounts, payments, and services, focusing on quality and detail. Managed a high volume of orders and inquiries via live chat and email, consistently reaching high customer satisfaction outcomes. Emphasized empathy and active listening to aid in member retention and to provide clear information about available services and benefits.Billing & Administrative Support Specialist
UNITED ROOFING COMPANY · 2021 — PresentOversaw billing processes and invoice creation for a U.S.-based firm, ensuring prompt administrative resolution and quality service. Conducted proactive client follow-ups through email and digital channels to maintain accurate documentation and monitor process tracking. Coordinated workflow schedules and internal records to facilitate operational efficiency and enhance client satisfaction.
Skills & Expertise
Education
- Law Degree (In Progress - Expected 2026)University Program · — — 2026
- Marketing ProgramEducational Institution · — — 2021
- Psychology Studies (In Progress)University Program · — — 2019
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