Chabeli Perez
Miami
Summary
Dedicated professional with progressive experience in patient access, operations, customer service, and financial services. Known for coordinating complex schedules, improving operational processes, delivering exceptional patient and customer experiences, and building strong relationships across multidisciplinary teams. Highly organized, detail-oriented, and bilingual in English and Spanish.
Overview
9
9
years of professional experience
Work History
Patient Access Coordinator
Baptist Health
Miami
04.2026 - Current
- Coordinate patient appointments across multiple specialties while ensuring efficient scheduling and an exceptional patient experience.
- Manage a high-volume shared inbox by responding promptly to patient inquiries, appointment requests, and provider communications.
- Schedule, reschedule, and confirm appointments while accurately verifying patient demographics and insurance information.
- Collaborate with physicians, nurses, and clinical staff to coordinate patient care and maintain seamless clinic operations.
- Maintain strict HIPAA compliance while handling confidential patient and medical information.
- Resolve scheduling conflicts and accommodate urgent appointment requests with professionalism and attention to detail.
- Utilize electronic medical record (EMR) systems and scheduling software to maintain accurate patient records and appointment calendars.
- Provide exceptional customer service by assisting patients via phone and email, answering questions, and ensuring a positive experience.
- Support operational efficiency by prioritizing multiple tasks in a fast-paced healthcare environment while maintaining accuracy and attention to detail.
Senior Service Operation Lead
BMG Money Inc
Miami
01.2025 - 01.2026
- Managed escalations and complex account issues, including Credit Bureau (CBR) disputes, ensuring timely resolution and compliance with FCRA regulations.
- Successfully caught up five months of Metro 2 report submissions in under six weeks, demonstrating ownership and dedication by working overtime to meet strict deadlines.
- Deposited mail-in checks from customers and employer-contracted payments, ensuring accurate posting and reconciliation.
- Developed and refined Standard Operating Procedures (SOPs) for service operations, covering payment processing, bankruptcy scrubs, account management, and dispute handling.
- Oversaw daily operational functions to ensure accurate and efficient support, maintain compliance, and enhance team productivity.
- Partnered with leadership to identify process gaps and implement improvements that streamlined workflows and optimized service delivery.
Team Lead
BMG Money, Inc
Miami
12.2022 - 01.2026
- Supervised and supported a team of customer service/loan servicing representatives in a high-volume financial services environment.
- Monitored daily performance metrics including productivity, quality assurance (QA), adherence, and customer satisfaction (CSAT).
- Provided real-time coaching, call monitoring, and performance feedback to improve team results.
- Handled complex customer escalations related to loan accounts, payment issues, and account resolutions.
- Ensured compliance with company policies and financial regulations in all customer interactions.
- Assisted with onboarding and training of new hires to ensure operational readiness.
- Partnered with Operations, Compliance, and Risk teams to resolve process gaps and improve workflow efficiency.
- Conducted performance reviews and created action plans for underperforming team members.
- Supported workforce management by monitoring schedules, attendance, and coverage needs.
- Contributed to process improvement initiatives that enhanced service efficiency and reduced errors.
Customer Service Representative
BMG Money, Inc
Miami
06.2022 - 01.2026
- Provided comprehensive account assistance to clients regarding personal loan products, payment schedules, and account inquiries.
- Handled high-volume inbound and outbound calls while maintaining strong customer satisfaction and compliance standards.
- Processed loan payments accurately and efficiently, ensuring proper documentation and system updates.
- Responded to customer inquiries via email in a timely and professional manner.
- Consistently met and exceeded key performance indicators (KPIs), including call quality, productivity, and payment processing goals.
- Maintained detailed account notes and ensured compliance with company policies and financial regulations.
Medical Billing Specialist
Medcare Infusion Services
Hialeah
09.2021 - 06.2022
- Managed medical billing operations including claim submission, payment posting, and insurance verification for infusion therapy services.
- Reviewed billing records and Explanation of Benefits (EOBs) to identify discrepancies and ensure accurate reimbursement.
- Reconciled patient accounts, investigated payment variances, and resolved billing errors in coordination with insurance providers and patients.
- Followed up on outstanding claims and balances to ensure timely payment and proper documentation in billing systems.
- Maintained compliance with healthcare billing regulations and internal documentation standards.
Customer Service Representative
Global Response
Miami
11.2020 - 09.2021
- Assisted customers with placing orders, tracking shipments, and resolving inquiries.
- Processed emails and requests in the warranty department efficiently and accurately.
- Met and exceeded KPIs for response time, order accuracy, and customer satisfaction.
- Provided clear, professional support to ensure a positive customer experience.
Insurance Sales Representative
State Farm
Hialeah
11.2019 - 05.2020
- Consulted with clients to assess insurance needs and recommend appropriate personal insurance products, including auto, homeowners, renters, and life policies.
- Generated new business by identifying leads, following up on referrals, and maintaining relationships with existing clients.
- Guided customers through policy applications, renewals, and claims processes to ensure a smooth experience.
- Met and exceeded sales targets and KPIs consistently, contributing to overall agency growth.
- Provided ongoing customer support, resolving inquiries, processing policy changes, and managing accounts.
Customer Service Representative
Inktel Contact Center Solutions
Miami Lakes
11.2017 - 09.2018
- Provided customer support through phone, email, and chat, handling inquiries and complaints.
- Assisted in the completion of customer orders, returns, and exchanges.
- Analyzed customer interactions to improve service strategies and satisfaction.
Education
High School -
Hialeah Gardens Senior High School
Hialeah Gardens06.2017
Skills
- Service Operations & Client Relationship Management
- Account Issue Resolution & Retention Strategies
- ACH/Card/Check Payment Processing & Bulk Payment Handling
- Operational Analysis & Strategic Workflow Prioritization
- Data Management, CRM Systems & KPI Tracking
- Process Improvement & Efficiency Optimization
- Bilingual Leadership: English & Spanish Communication
- Team Leadership, Coaching & Performance Development
- Client Experience & Customer-Centric Solutions
- Compliance & Risk Management Oversight
- Credit Bureau Dispute Processing (Experian, Equifax, TransUnion)
- Documentation Review, Case Analysis & Account Reconciliation
- Error Resolution & Quality Assurance
Languages
- English, Advanced
- Spanish, Advanced
Timeline
Patient Access Coordinator
Baptist Health
04.2026 - Current
Senior Service Operation Lead
BMG Money Inc
01.2025 - 01.2026
Team Lead
BMG Money, Inc
12.2022 - 01.2026
Customer Service Representative
BMG Money, Inc
06.2022 - 01.2026
Medical Billing Specialist
Medcare Infusion Services
09.2021 - 06.2022
Customer Service Representative
Global Response
11.2020 - 09.2021
Insurance Sales Representative
State Farm
11.2019 - 05.2020
Customer Service Representative
Inktel Contact Center Solutions
11.2017 - 09.2018
High School -
Hialeah Gardens Senior High School