Jesus Hernandez, Administrative Team Lead

Businessolver, Inc.

Sep 2022 – Jan 2024

Remote

Processing Team Lead

Supervised and ensured daily production goals were met for the Verification Team. Created and implemented a performance metric system for the Verification Team. Used the metric system to track performance over time in both Quality and Productivity to ensure all Processors were on task and understood their tasks. Analyzed this data for training and coaching opportunities. Approved and corrected time cards for all Verification Processors. Scheduled and conducted performance conversations with under-performing processors. Tracked and executed Performance Improvement Plans. Coached up or terminated under-performing processors. Took part of weekly leadership meetings to cultivate working relationships with leaders across the organization.

Western Growers Assurance Trust

Mar 2020 – May 2022

Remote

Administration Team Lead

Overseeing the COBRA Teams day to day tasks and ensuring compliance with Federal Regulations is met. Developing and establishing Standard Operating Procedures to ensure all tasks are documented to facilitate training and onboarding of new employees and ensure tasks are completed accurately. Developed an auditing metric system from scratch to log and track COBRA Specialist performance to help facilitate training opportunities and proactively stop escalations before they happen. Facilitate communication with Groups, Account Managers and other departments to ensure client satisfaction and resolve issues when they occur.

Pinnacle Claims Management

Apr 2018 – Mar 2020

Irvine, Ca

SHOP Eligibility Team Lead

Resolving escalated issues brought up by team members or other departments. Resolving invoice errors and billing discrepancies. Managing workflow to ensure the team meets all department goals. Building and utilizing reports in salesforce to ensure team goals are met. Training team members on policies and procedures to ensure proper processing. Review flat files or EDI enrollment feeds to ensure accurate processing.

Pinnacle Claims Management

Jun 2017 – Apr 2018

Irvine, Ca

SHOP Eligibility and Enrollment Rep II

Multi-tasking throughout the day between workflow management and assisting staff with questions. Providing training for both Eligibility specialists and CCSB Management on all eligibility departmental functions. Documenting all policies and procedures as required by CCSB. Daily communication with the eligibility team to keep them up to date on procedural changes and ensure compliance of all regulations set forth by CCSB. Research and resolution of any outstanding issues with General Agencies, carriers and CCSB Management. Review flat files or EDI enrollment feeds to ensure accurate processing.

Pinnacle Claims Management

Jun 2016 – Jun 2017

Irvine, Ca

SHOP Call Center Rep I

Answer questions and concerns regarding SHOP small business accounts and also provide Certified Insurance Agents with individual application support.

Phoenix Group Information Systems

May 2014 – Jun 2016

Santa Ana, Ca

Client Relations Supervisor

Supervise a team of four client relation specialists and provide training and support to clients.

Jesus Hernandez

Administrative Team Lead

Skills

Languages