DAWILDA REYNOSO
Experienced and dedicated Bilingual Healthcare Professional and Supervisor with over 5 years of experience in healthcare operations, customer service, and case management within health department and insurance environments. Proven leadership experience supervising teams, supporting staff performance, and ensuring high-quality service delivery in fast paced, high-volume settings.
Skilled in overseeing daily operations, guiding team members, handling escalated cases, and ensuring compliance with healthcare policies and procedures. Strong background in assisting patients and members with healthcare inquiries, eligibility, enrollment, account management, documentation, and issue resolution. Experienced with New York State of Health programs, Epic (EHR), Salesforce CRM, and other healthcare administrative systems.
Work History
Team Leader - Project Management
3 Years 1 Month- Lead and support a team of Customer Service Representatives assisting New York residents with health insurance enrollment, eligibility, application updates, and general NY State of Health inquiries.
- Provide daily coaching, guidance, and technical support to representatives to ensure accurate, professional, and compassionate customer service.
- Monitor team performance, productivity, attendance, quality standards, and adherence to established policies and procedures.
- Handle escalated and complex customer concerns, researching issues and providing appropriate resolutions while maintaining a positive customer experience..
Overnight Site-Sup
1 Year 2 Months- Led trauma-informed social service delivery at City Sanctuary hotels across New York City, collaborating with hotel operations and security.
- Welcomed and assisted migrant and asylum-seeking individuals and families, oversaw daily social service operations, and provided on-the-ground support and supervision to community associates.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Case Manager/Overnigth Supervisor
1 Year 2 Months- Operated in high-pressure environments, recommending resources and courses of action to meet patient needs and enhance quality of life. Evaluated clients, managed databases, and coordinated social services to ensure comprehensive support. Communicated effectively to advocate for clients and foster a supportive environment.
- Coordinated care plans for clients, ensuring alignment with individual health needs and goals.
- Conducted comprehensive assessments to evaluate client eligibility for services and support.
- Collaborated with multidisciplinary teams to optimize service delivery and enhance patient outcomes.
Education
Institute - Business Adm. With Accounting Extension
High School Diploma
Skills
Certification
HIPAA Compliance Certification
CPR Certification