Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
Generic

Emily De la Torre

Homestead

Summary

Ambitious college student working towards A.A. in Psychology, aiming for a career in Physical Therapy. Focused on enhancing patient mobility and overall well-being through effective, evidence-based interventions. Committed to delivering compassionate and high-quality care.

Overview

4
4
years of professional experience

Work History

Patient Service Representative

UnitedHealth Group, Optum Technology
09.2025 - Current
  • Support NYC Health + Hospitals' patients by scheduling appointments.
  • Utilize EPIC PLY and Infiniti CSS to manage patient records, schedule visits, and maintain accurate documentation in compliance with HIPAA regulations.
  • Perform patient registration, including demographic and insurance verification, ensuring data accuracy in electronic medical records.
  • Guide patients through the MyChart portal setup and troubleshooting, encouraging digital access to care and information.
  • Deliver high-quality, compassionate remote support by addressing patient inquiries and coordinating with administrative teams to improve access to care, and streamline workflows.

Member Experience Advisor

NationsBenefits
09.2024 - 05.2025
  • Answer, track, and document inbound/outbound calls from members and providers by engaging in active listening, confirming or clarifying information, and deescalating situations as necessary.
  • Interpret member eligibility and coverage through a thorough knowledge of the client’s products, policies, and procedures.
  • Research and resolve inquiries from internal and external customers, including enrollment, eligibility, ID cards, clinic changes, demographic changes, benefit coverage, claims, payments, member reimbursement, and demonstrated knowledge of CAG policies, procedures, and regulations.
  • Utilize software, databases, scripts, and tools to exceed call center metrics while providing excellent, consistent customer service.
  • Perform additional duties as assigned by management based on business demands.

Beauty Advisor

Inktel Contact Center Solutions
03.2023 - 04.2024
  • Communicated with clients in a proactive and professional manner cross multiple communication channels, including phone, chat, and email
  • Assisted clients inquires, trouble shooting, and general support.
  • Chatted and conversed over the phone regarding account inquiries, service programs/promotions, and technical issues.
  • Maintained business acumen, courtesy and professionalism when dealing with all client contacts.
  • Kept up to date with product knowledge and assessing industry trends.
  • Notated accounts in a center database (CSC) by entering information accurately and fully documenting all client interactions appropriately
  • Strived to exceed key performance indicators and quality goals as outlined by management.
  • Responded to client requests via phone/chat including product purchases, quality inquiries, order status, product recommendation, and general client support issues.

Dispatcher

Uncal Auto Transport LLC
08.2022 - 02.2023
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Verified driver credentials prior to assigning them a route or task.
  • Coordinated with other dispatchers to ensure efficient delivery schedules were met.
  • Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
  • Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
  • Matched bills of lading and reconciled quantities to verify items shipped.

Telemarketer

Otero Dental Centers
04.2021 - 07.2022
  • Contributed to the achievement of monthly sales goals by providing detailed data analysis.
  • Participated in weekly team meetings to discuss performance metrics and improvement ideas.
  • Worked closely with marketing teams to develop effective strategies for increasing customer base.
  • Maintained up-to-date knowledge of company products and services.
  • Consistently met daily, weekly, monthly call quotas set forth by management team.
  • Utilized customer relationship management software for tracking leads and sales efforts.
  • Provided product information, answered questions, and offered solutions to customer inquiries.
  • Created reports detailing telemarketing activities and results.

Education

Associate of Arts - Psychology

Miami Dade College
01-2026

Skills

  • CRM software expertise
  • Customer support
  • Multichannel communication
  • Data security techniques
  • Performance-driven
  • Adaptability and dependability
  • Medical terminology
  • EMR updating
  • Member account management
  • HIPAA compliance

Education and Training

other

Timeline

Patient Service Representative

UnitedHealth Group, Optum Technology
09.2025 - Current

Member Experience Advisor

NationsBenefits
09.2024 - 05.2025

Beauty Advisor

Inktel Contact Center Solutions
03.2023 - 04.2024

Dispatcher

Uncal Auto Transport LLC
08.2022 - 02.2023

Telemarketer

Otero Dental Centers
04.2021 - 07.2022

Associate of Arts - Psychology

Miami Dade College

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