Summary
Overview
Work History
Education
Skills
Timeline
Generic

Daisy Lopez

Long Beach,CA

Summary

Over 13+ years experience delivering exceptional customer service within the healthcare and hospitality industries. Highly independent, meticulous and self-driven professional that is recognized as a collaborator and problem solver.

Overview

18
18
years of professional experience

Work History

Branch Office Coordinator

Apria Health Care
08.2022 - Current
  • Provide exceptional customer service by addressing inquiries promptly and resolving issues efficiently, to all referrals and patients.
  • Responsible for scheduling respiratory care, durable medical equipments, beds, wheel chairs, walkers, oxygen, suction supplies, trach supplies, and nebulizer.
  • Respond to 60+ calls daily from hospitals, nursing facilities, providers and patients.
  • Resolved delivery, quality and other issues or forwarded to proper personnel.
  • Performed data entry, filing, copying and faxing.
  • Handled sensitive client data securely by adhering strictly to company privacy policies, reducing risks of data breaches.

Customer Service Representative

Molina Healthcare
12.2016 - 06.2021
  • Responsible for answering all provider, member calls. Calls varying complexity regarding benefits eligibility, authorizations, referrals, medications, claims and billing issues.
  • Assisted members to schedule appointments with specialist and primary care physician.
  • Provide guidance on plan policies and procedures and ensure that customers have the proper authorization.
  • Act as a liaison and collaborate with other necessary departments to ensure member issues have been resolved.
  • Exceeded quarterly quality and production standards set by management that include quality of service, turnaround time, and resolution.
  • Recognized as a trusted advisor that can handle confidential and/or complex Initiative membership matters with discretion and tact.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Call track and documented every call, inbound or outbound also external calls.

Cemetery Arrangement Specialist

Rose Hills Memorial Park
09.2008 - 06.2016
  • Provide guidance and care to 20+ families weekly in need of memorial services and arrangements.
  • Assisted and obtained quotes for death benefits from insurance companies and submitted online claims to secure payments for families.
  • Handle and triaged over 70+ calls inquiring about memorial products and service offer
  • Responded to all customer concerns to provide satisfactory resolution in a timely manner.
  • Built cooperative working relationships amongst a diverse group of personalities.
  • Collected cemetery fees for the vault setting, opening and closing, burial permit, memorial headstone fees. Payment apply to decedents account.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Meet with families to complete final arrangements for their love ones.

Eligibility Coordinator

Coast Healthcare Management (Apple One)
01.2007 - 08.2008
  • Ensure that all EZ-Cap system eligibility data is current and accurate.
  • Verified member eligibility and processed 15+ complex member claims daily.
  • Reviewed and reconciled activity analysis reports from the health plans to make changes to existing enrollees.
  • Investigated re-troactive cancellations for services rendered by the member after the policy termination date for eligibility guarantee.
  • Updated database daily and responded to special procedure requests from the Utilization Management Coordinator.

Medical Assistant

Lakewood Primary Medical Group
01.2006 - 12.2006
  • Performed basic laboratory tests, disposed of contaminated supplies, sterilized medical instruments, administered medications on the premises, authorized drug refills as directed, and telephoned prescriptions to patient pharmacies.
  • Verifies patient information by interviewing patient; reviewing and/or recording medical history; taking vital signs; confirming purpose of visit or treatment.
  • Assisted and maintained a safe, secure, and healthy work environment by following, and enforcing standards, procedure, and with legal regulations.
  • Scheduled appointments and managed inventory of 200+ medical charts.

Education

High School Diploma -

ABC Adult School/Computer Training Center
Norwalk, CA

Certificate For Medical Assistant -

Poly High School
Long Beach, CA

Skills

  • Flexible and Adaptability
  • Ability to Work Under Pressure
  • Initiative
  • Proficient in Microsoft Office
  • Knowledge of CRM program
  • Money handling abilities
  • Strong verbal and communication skills
  • Bilingual in English and Spanish

Timeline

Branch Office Coordinator

Apria Health Care
08.2022 - Current

Customer Service Representative

Molina Healthcare
12.2016 - 06.2021

Cemetery Arrangement Specialist

Rose Hills Memorial Park
09.2008 - 06.2016

Eligibility Coordinator

Coast Healthcare Management (Apple One)
01.2007 - 08.2008

Medical Assistant

Lakewood Primary Medical Group
01.2006 - 12.2006

High School Diploma -

ABC Adult School/Computer Training Center

Certificate For Medical Assistant -

Poly High School

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