Devin Ann Rivera
Bethlehem,PA
Summary
Customer Service Advocate bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Director of Memory Care Unit
Abode Care Of Allentown
01.2020 - 11.2022
- Developed and implemented comprehensive memory care programs and services for residents with dementia and Alzheimer's disease.
- Oversaw team of caregivers, nurses, and support staff to ensure highest level of care and safety for residents.
- Conducted regular assessments of residents' cognitive abilities and developed personalized care plans to meet their specific needs.
- Implemented training programs for staff to enhance their understanding of memory-related disorders and improve resident interactions.
- Collaborated with families and medical professionals to provide support and guidance throughout care journey.
- Maintained compliance with state regulations and ensured adherence to facility policies and procedures.
Customer Service Contact Specialist
University of Pittsburgh Medical Center
01.2018 - 01.2019
- Worked with multiple screens and programs to resolve customer issues.
- Provided excellent customer service and provided answers to client questions within set standards.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Worked cross-functionally with various members of Medical teams.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
Employment Specialist
Human Resource Center
01.2013 - 01.2017
- Maintained records of consumer employment activity such as potential and current employers.
- Developed relationships with diverse businesses to develop competitive and permanent job opportunities for consumers.
- Recognized client employment barriers and devised strategies to resolve.
- Conducted assessments, interviews, and job trials with clients to develop person-centered plans for employment and support.
- Led job readiness and career-building workshops to uplift client confidence.
- Facilitated job fairs and industry events to build employment networks.
Patient Billing Representative
University Counseling Services
01.2011 - 01.2013
- Collected payments and applied to patient accounts.
- Delivered timely and accurate charge submissions.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
Administrative and Maintenance Support Specialist
Split Rock Resorts
01.2009 - 01.2011
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Executed billing tasks and recorded information in company databases.
- Managed invoicing and payment processing operations.
- Maintained accurate records of invoicing and payment activities in compliance with company and legal requirements.
Senior Customer Support Agent
Split Rock Resort
01.2004 - 01.2009
- Developed and maintained strong relationships with customers to foster repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Took cash and credit card payments via phone, in person, and through email.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
Education
Bachelor of Science -
Antioch University
Yellow Springs, OH08.2025
Skills
- Multi-line phone talent
- Communicate Clearly and Empathetically
- Attention to Detail
- Customer Service Skills
- Problem-Solving abilities
- Accounts receivable management
Training and Certifications
Certified Dementia Practitioner | National Council of Certified Dementia Practitioners | February 2022
EPIC | June 2018
HIPPA Basics | Relias | February 2023
First Aid and Adult and Child CPR Certification | ECSI | April 2023
Work Place Diversity | Relias | February 2023
Timeline
Director of Memory Care Unit
Abode Care Of Allentown
01.2020 - 11.2022
Customer Service Contact Specialist
University of Pittsburgh Medical Center
01.2018 - 01.2019
Employment Specialist
Human Resource Center
01.2013 - 01.2017
Patient Billing Representative
University Counseling Services
01.2011 - 01.2013
Administrative and Maintenance Support Specialist
Split Rock Resorts
01.2009 - 01.2011
Senior Customer Support Agent
Split Rock Resort
01.2004 - 01.2009
Bachelor of Science -
Antioch University
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