1. JeffreyRocha
9911 Cheyenne Drive
Bakersfield, CA 93312
(661) 281-7826
Jeffrey Rocha
9911 Cheyenne Drive, Bakersfield, CA 93312 Home:(303) 824-7265 Cell:(661) 281-7826 jrocha@activehealth.net
Objective To find a new and excitingwork environment where I can grow both professionally and
personally with a group of dedicated professionals.
Experience Senior Application Support Analyst and Data Configuration Coordinator
7/2012-Present Aetna Work at home, Bakersfield, CA
 Managed overall implementation of new commercial and Medicare/Medicaid business by
holdingclientmeetings, onsitewellness and employee benefit fairs and holdingoverall
responsibility for bringingnew clients on board with Aetna benefit programs such as disease
management, active lifestylecoaching,utilization management and casemanagement
programs alongwith a largesuite of onlineand digital wellness products.
 Worked with multiplevendors to procure electronic data feeds includingeligibility files,
medical claims, pharmacy claims,biometric,lab values,electronic medical records and
pharmacy claimfeeds.
 Configure complex system set up and accountstructures to accommodate clients’needs and
populations.Responsiblefor configuration of Aetna’s clientsupport software and customer
servicesoftware and plan specific information to handlebenefit, claimand enrollmentcalls
from members.
 Worked desktop and in house support with set up of desktop hardware,phone
configuration,configuration of systemaccess and password resets.
 Ingested various differentformats of data and loaded them for batch processingwithin our
business operations team.
Customer Service Supervisor
10/2010-7/2012 Aetna Greenwood Village, CO
 Managed a staff of 20+ Customer Service Advocates respondingto inbound member callsfor
various differentreasons with the focus primarily on utilization management and general
approvals for procedures and services (inpatient,outpatient, DME and overall integration
with casemanagement)
 Consistently met servicelevels as required by clients for average call times,member
satisfaction surveys and quality assurancescores.
 Two time winner of Aetna Way Excellenceawards for constituent focus and customer
satisfaction.
 Successfully managed interviews and hiringof all new customer serviceemployees. Assisted
HR with screeningof resumes for both temporary and permanent assignments.
 Trained new employees on Aetna’s entire book of business benefitofferings (PPO, HMO and
MedicareAdvantage programs) on how to quote benefits, manage claims and setup
authorizations as needed per plan specifications.
 Created the position fromscratch beingthe firstperson to act as an on-siteCustomer
Service Supervisor for the Greenwood Villagelocation.
Senior Customer Service Advocate
11/2008-10/2010 Aetna Greenwood Village, CO
 Inbound customer serviceagent respondingto various differentinquires aboututilization
management, benefit and claimquestions as well as enrollmentin wellness based products
such as diseasemanagement and active lifestylecoaching.
 Processed e-faxes and voice mails.Organized and collected medical records fromproviders
for authorization of inpatientand outpatient procedures and worked with registered nurses
and physiciansto fully managethe authorization process fromstartto finish.
 Assisted with trainingof new employees as a preceptor.

2. JeffreyRocha
9911 Cheyenne Drive
Bakersfield, CA 93312
(661) 281-7826
 FirstCSA to be promoted to supervisor of the utilization management department.
File Room Team Leader
10/2005-08/2006 Quest Imaging Bakersfield, CA
 Managed a staff of 8 file room clerks, couriers and customer service staff including
conducting one on ones, approving time cards and time off requests, maintaining the staff
schedule and was the subject matter expert for file room related questions.
 Processed medical records and films through the EMR system (Centricity).
 Worked closely with the group of radiologists assisting them in hanging films, accessing
online images and any file room or customer service related questions from the physicians
were fielded through me.
Radiation Oncology Department Assistant
12/2005-11/2007 Exempla Lutheran Medical Center Wheat Ridge, CO
 Assisted Radiation Therapistswith patient set up, transportwithin the hospital and patient
care.
 Backed up the front office staff when needed answeringcalls,scheduling, requesting
authorizations for treatment and medical records.
 Worked on overall hospital transition to EMR’s by scanningdocuments and organizing old
files.
Radiation Oncology Department Aide/Radiation Therapist Assistant
12/1999-12/2005 Comprehensive Blood and Cancer Center Bakersfield, CA
 Assisted Radiation Therapistswith daily patientcareand treatment includingpatientset up,
transportation between departments and scheduling.
 When needed assisted medical physicists with complex treatment plans,machine
calibrationsand calculations.
 Assisted other departments when needed (Medical Records,CT/PET/MRI technicians with
patient set up, front desk)
Skills and Additional Qualifications
 Proficientin all MS Officeapplications(Excel,Power Point, Word, Project, SharePoint
and Outlook.
 10+ years of medical and customer serviceexperience across various differentareas,
both clinical and non-clinical setting.
 Familiarwith many different EMR and schedulingsystems (MediTech, EPIC, Centricity,
Aetna Applications)
 Familiarwith Windows based computers includingsetup of networks, hardware set up
for new employees and minor troubleshooting.
 45+ WPM typing/10 key.
 Several years of leadership experiencewith proven success and results including
company wide recognition for leadership multipletimes.
Education
Centennial High School
1996-2000
Graduated, High School Diploma
California StateUniversity, Bakersfield
2013-Present
In progress,BS in HealthcareAdministration