Alexis Martinez
Cleveland,OH
Summary
Adept at exceeding performance metrics, I leveraged customer service excellence and data entry proficiency at Freedomcare to significantly boost patient enrollment by 25% above targets. Collaborating effectively with teams, I ensured high-quality clinical support, showcasing my ability to multitask and manage time efficiently in fast-paced environments.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Clinical Intake Specialist
Freedomcare
06.2022 - 06.2024
- Managing high volume of inbound and outbound calls (80 to 100 a day) via talk desk in a call center environment.
- Maintained a Case load of 160 cases on Salesforce.
- Exceeded the expected quota of 40 cases a month by enrolling 50 to 60 new patients on a monthly basis leading to extra commission monthly.
- Collecting patient demographic details, full medical history, and insurance information for confirmed eligibility.
- Verifying insurance coverage utilizing ePACES software. Sending referrals to new health plans in network with freedomcare for the patient if necessary.
- Educating patients on the process for Cdpap eligibility, health plan code removals if applicable, and authorization for services.
- Guiding the caregiver through the enrollment process by scheduling telehealth appointments for physical completion. Collected all i9 documents needed for orientation.
- Conducted weekly calls with patients and caregivers offering guidance with completing paperwork, navigating the health plan phone system, and accessing outside resources If needed.
- Communicating with healthcare professionals to receive the caregivers physical and caseworker's at health plans to receive authorization for services
- Resolving patient inquiries, concerns, or complaints promptly and professionally.
- Maintaining confidentiality by adhering to patient privacy regulations (e.g., HIPAA) and safeguarding sensitive medical information.
- Staying updated on medical terminology, procedures, and regulations through weekly courses to ensure effective performance in the role.
Guest Service Associate Part Time
European Wax Center
09.2018 - 09.2022
- Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
- Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
- Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 90%.
- Enhanced guest satisfaction by addressing inquiries and resolving issues promptly in a high volume call center environment.
- Exceeded monthly metrics by selling wax passes ranging from 132 to 790 dollars each. (Making the company about 30k a month in sales on a 3 day per week basis.)
Enrollment Services Specialist
Signallamp Health
06.2019 - 06.2022
- Contacted eligible medicare patients age 40 and up for Chronic Care Management services.
- Checked for insurance eligibility, as well as Medical diagnoses to qualify for the program.
- Successfully made about 60 to 80 phone calls a day to reach company expectations.
- Consistently exceeded the expected quota of 300 new enrollees per month.
- Worked closely with remote nurses to make sure the assigned patient was receiving a monthly check in to go over medical concerns, prescription refills etc .
- Used programs such as Salesforce, Epic, and Medent to keep track of patients and confirm medical information.
- Communicated with management and the entire team via Microsoft teams, Talkdesk, Google suites, etc
Education
GED -
LaGuardia Community College of The City University of New York
Long Island City, NY 05.2001 -
Skills
Data entry proficiency
Customer Service
Teamwork and Collaboration
Multi-Line Phone Systems
Clinical Support
Multitasking Abilities
Organization and Time Management
Patient Eligibility Requirements
Goal Setting
Medical terminology knowledge
Insurance Verification
Timeline
Clinical Intake Specialist
Freedomcare
06.2022 - 06.2024
Enrollment Services Specialist
Signallamp Health
06.2019 - 06.2022
Guest Service Associate Part Time
European Wax Center
09.2018 - 09.2022
GED -
LaGuardia Community College of The City University of New York
05.2001 -