Customer Service Bilingual Spanish

Rony Perez

*** **** ****** **** *******, New York 10704 347-***-**** ****.********@*****.***

Education:

New York City College of Technology, Brooklyn, NY

G.E.D Diploma: 2003

Possess Valid NYS Driver’s License

Computer & Language Skills:

Proficiency with Windows/Mac Operating Systems, Microsoft Office 365 applications, Salesforce, Internet web browsing, and mobile devices. Bilingual Spanish-speaking, efficient, detail-oriented, resourceful, ability to work independently and/or as part of a multidisciplinary team. Ability to type 88 WPM, prioritize, multi-task and possess excellent organizational & customer service skills. Proven ability to stay focused in a telecommuter environment. Strong verbal and written communication skills, including active listening, and emotional intelligence.

Experience:

January 2023 – October 2023 UnitedHealth Group

Care Navigator

• Completes telephonic outreach to DSNP members utilizing auto dialer and manual dialing

• Educated members on gaps in care and assists with scheduling provider appointments

• Assisted members with social determinants of health and links to community resources

• Ensured members have access to PCP

• Identified gaps in care and assisted in closure of gaps

• Outreached members on caseload consistent with program guidelines

• Consistently met metrics, both quality & performance

• Provided excellent customer service to both members and providers

• Constantly maintained schedule adherence and good attendance

• Maintained confidential health information according to state and federal regulations including HIPAA

March 2022 – January 2023 Envision Health Care

Client Support Representative I

• Provide extensive support to client facilities by assisting with the following:

Cases transmitted incorrectly or cases hung up in transmission

User error, such as cases being sent with incorrect patient demographics

Username and password registration/password reset

Update customer on status of issue

• Handle inbound calls, Support emails, and chats along with providing follow-up documentation

• Prioritizes issues based on business requirements

• Assist with any consultations requested between clients and radiologists

• Communicate any Non-Standard Communications to facilities accordingly

• Communicate any addendums to facilities and providers accordingly

• Provide initial issue triage

• Resolve or escalate issues to the appropriate department (ex. IT, Client Solutions, etc.) according to business requirements

• Document all actions in tickets, including customer contacts and resolution

• Resolve or escalate problems and requests according to issue management guidelines

• Maintain good communication to physicians, facilities, and corporate staff

• Take notes of recurring questions or problems that may be resolved by change in policy or procedure; communicate complaint patterns to management team

• Maintain patient confidentiality according to HIPAA guidelines

June 2020 – February 2022 NYC Health + Hospitals, New York, NY

Contact Tracer/ Team Lead

• Initiate prompt communication with people exposed to COVID-19 (contacts) through text, phone calls, email, and other communication platforms, as necessary

• Notify the contact of their exposure to COVID-19, following a script or guidance to provide COVID-19 health education. Conduct notification of exposure in a manner that maintains the confidentiality of the patient (or person who was diagnosed with COVID-19) and ensuring that the identity of the patient is not disclosed

• Provide approved information and guidance on quarantine procedures and what to do if symptoms develop. Coordinate referrals for testing, healthcare, and other supportive services, as needed, per local protocols

• Employ dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing skills to build rapport and maintain trust with patients of varied backgrounds

• Conduct daily check-ins to assess signs/symptoms via locally designated method. Facilitate referrals for testing and medical evaluation for clients who become symptomatic

• Assess contact’s ability to safely and effectively quarantine at home, with adequate water, food, and other necessities. Identify barriers to necessary interventions and facilitate appropriate referrals, per local protocols Collaborate with key service providers to transfer client information and ensure expedited initiation of appropriate medical or social support services, per local protocols

• Obtain and document relevant information, including contact demographics, underlying medical conditions, and other risk factors

• Maintain patient confidentiality and ensure that all information is collected in concordance with local data privacy and confidentiality standards

April 2020 – June 2020 New York City 3-1-1, New York, NY

Call Center Representative

• Provide single point of contact for all non-emergency city services utilizing state-of-the-art telephone and interactive computer systems

• Respond to phone inquiries from the public regarding coronavirus related support and resources

• Provide customer service and information to callers

• Take complaints and service requests and forward them for further action

• Enter inquiries, complaints, and requests into appropriate computer systems

• Screen and process orders for the GetFoodNYC Emergency Home Food Delivery Program to provide food for coronavirus (COVID-19)-vulnerable and food-insecure New Yorkers.

August 2019 – February 2020 Amalgamated Life, White Plains, NY

Customer Service Rep-I

• Handle a high volume of calls regarding insurance benefits, provider contracts, eligibility, and claims

• Tasked with answering telephones and entering information into a multi-monitor database simultaneously

• Handle inbound and outbound contacts in a courteous, timely, and professional manner

• Process tracer & stop payment requests from members

• Served as a liaison between Blue Cross/Blue Shield and medical providers

October 2015 – April 2016 FEDCAP Behavioral Health Services, Bronx, NY

Intake Scheduling Specialist

• Conduct insurance verification through EPaces and Conex to determine client’s eligibility for program services

• Schedule intake appointments for clients seeking services from the program

• Conduct pre-screening interview with referral sources and self-referred clients to ascertain demographic information, presenting problem, clinical background, and initial risk assessment

• Schedule intake appointments for clients seeking services from the program

• Assemble/create intake charts for both pre-admitted and admitted clients

• Process and file closed charts for discharged clients

• Attend community health fairs serving as program liaison to the community, distributing program materials, answering questions, and promoting the program’s services

• Perform front desk duties including answering phones, monitoring sign-in sheet, collection of client fees, distribution/logging of Metro Cards, scheduling therapist/psychiatrist appointments when admin assistant not on duty

• Maintain program intake log to record, track and monitor each referred client’s status in program

April 2009–March 2015 Federation Employment and Guidance Services, New York, NY

Bilingual Vocational Case Manager

• Delivered comprehensive vocational case management, counseling, and referral services to cash assistance applicants and recipients with complex clinical barriers to employment

• Aid clients in maximizing their functioning and assist them in obtaining and maintaining long-term competitive and sheltered employment

• Assist clients in obtaining services needed to help them achieve their employment goals, including job readiness skills development, placement in a Work Experience Program (an internship program), Vocational Training and Education, Job Development, Job Placement, and Post Employment Services

• Facilitate and administer all required Diagnostic Vocational Evaluation (DVE) testing, including but not limited to the TABE, Locator, Reading Free, WRAT, Career Scope, Piney Mountain, CAPS, and COPS

• Manage all program operations in accordance with HRA and industry regulations, agency policies, and HIPAA guidelines

• Compile, Analyze, and report results of testing from all DVE tools, incorporating observations, case-notes, and professional opinion

• Make recommendations toward Individualized Plan for Employment (IPE) and employment goals in concert with CRC Supervisor

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