Years of active professional experience
Alexandria Mercado
Clarkston,MI
Summary
Compassionate Intake Specialist known for empathic communication and strong conflict resolution skills. Experienced in managing electronic health records and optimizing provider interactions. Committed to fostering positive relationships and improving overall service efficiency.
Overview
3
3
2013
2013
years of post-secondary education
Work History
Intake Specialist
Cohere Health
Boston, Massachusetts
10.2022 - 11.2025
- Educated providers on available services through company's portal and procedural requirements.
- Maintained confidentiality and compliance with healthcare regulations.
- Answered and logged incoming inquiries via phone, fax and email.
- Maintained positive attitude and effectively de-escalated clients when necessary.
- Handled provider complaints and resolved issues through effective communication and empathy.
- Maintained detailed records of provider interactions for follow-up and quality assurance.
- Collaborated with developers to enhance chatbot functionality and user experience.
- Assisted in troubleshooting technical issues related to AI chatbot operations and maintenance.
- Managed high volume of incoming calls efficiently and professionally.
Education
Brandon High School
Ortonville, MISome College (No Degree) - Psychology
Oakland Community College
Waterford, MISkills
- Conflict resolution
- Active listening
- Critical thinking
- Empathic communication
- Authorization processing
- Team collaboration
- Ethics and integrity
- Performance evaluation
- Self-confidence
- Self-awareness
- Growth mindset
- Emotional intelligence
- Adaptability
References
References available upon request.
Timeline
Intake Specialist
Cohere Health
10.2022 - 11.2025
Brandon High School
Some College (No Degree) - Psychology
Oakland Community College