1. 631 N. Central Park Ave 773-310-2815
Chicago, IL. 60624 Barberdleiva@gmail.com
Domenica Leiva
Objective Grow with the company to meet core values and to become a productive member of
the team and expand my knowledge
Education 1996-2000 Brown County High School Nashville, IN
High School Diploma
2003-2004 International Academy of Design and Technology Chicago, IL
Advertising Program
Work experience
Jun. 05’- Aug. 07’ Harmony Health Plan Chicago, IL
Customer Service Representative
 Able to take high volume of calls in both Spanish and English
 Assist members with making doctor’s appointments and with any needs that
would arise
 Access to Medicaid website
 Data Entry
 Familiarity with plan and benefits
Aug. 07’-Nov. 09’ Wellcare Health Plan Chicago, IL
Verification/Retention Specialist
 Verifying applications
 Medicare and Medicaid Website access (verification purposes)
 Reading and analyzing reports
 Customer Service with high level of quality
 Member retention
 Finding common trends in reports and finding various possible solutions to any
Issue
 Effectively started retention department grew from one retention rep.(myself) to 4
total reps. which were trained and managed by me in conjunction with Analyst at
the time
 Able to communicate and keep a positive outlook with all staff/departments when
relaying progress for the department
 Spoke with representatives about retention initiatives at weekly meetings
 Headed up Retention Dept. during beginning Phase
 Created policies and procedures along with training new team members
Mar. 12’- May 15’ Harmony Health Plan Chicago, IL
Retention Specialist
 Medicaid verification via the state’s database
 Outbound phone calls to members to understand disenrollment reasons for
reporting purposes

2.  Effectively reporting back to management and other depts.
 Data entry into the Access database
 Investigated and researched State complaints to their entirety
 Created and presented competitive analysis for our benefits
 Made members feel comfortable that would handle issues thoroughly driving
home member loyalty
 Created phonetic bilingual script for a call campaign for our local market
(Spanish)
May 15’- Present Harmony/Wellcare Health Plan Chicago, IL
Provider Network Specialist/Contracting
 Expanding provider market and closing provider accessibility gaps by creating
leads for provider reps
 Able to work effectively with anyone
 Managed a team of 4-5 contractors in reference to contract completion
 Implemented PNP’s to help process run smoothly between Provider Reps and
Provider Ops so everything is more efficient
 Managed and maintained system to keep track of contracts from beginning until
end, updating client systematically of progress
 Research state complaints and responding with effective research to be able to
inform the state of issue or rectify internal issues
 Created an organized system for communication among departments
 Created training manuals and conducted trainings for incoming associates
 Created good relationships with Contact person for organization/facility to be able
to work efficiently together with Optimal Customer Service and Ultimate Client
Retention
 Managed Temps during duration of stay with company, from timesheets to day to
day work
 Maintained open and informative communication with senior staff
 Able to identify issues and possible resolutions
Additional Skills
 Bilingual in Spanish and English (spoken and written)
 Peradigm, Access, PowerPoint, SharePoint, Outlook, Microsoft Word, Excel,
Crystal, Xcelys, Emptoris
 Over seven years’ experience
 Work well with others
References
Kressie Maricle Kressie.maricle@wellcare.com
Mireya Cabral 312-454-8158
Stacey Harris Stacey.Harris@wellcare.com