Eunice Lacayo
Miami,FL
Summary
"As a current student at the FIU Chaplin School of Hospitality, I have cultivated a strong foundation in hospitality management. My commitment to excellence is underscored by my unwavering patience and dedicated work ethic. I wholeheartedly embrace the philosophy that 'One person can make a difference,' a belief that has fueled my passion for making a positive impact in every endeavor.
Overview
6
6
years of professional experience
Work History
Patient Care Coordinator
MyEyeDr
12.2022 - 10.2023
- Acknowledged by the district manager for achieving a 13% increase in customer attendance at appointments, setting a new standard for excellence among city-wide stores.
- Demonstrated proficiency in navigating complex insurance plans, utilizing my subject matter expertise to verify and educate patients on various coverage options during their check-in and check-out processes.
- Streamlined appointment processes by effectively managing multiple phone lines, greeting patients, scheduling appointments, confirming appointments, and conducting proactive patient outreach in collaboration with Doctor availability.
- Demonstrated proactive problem-solving skills by obtaining patient charts through direct communication with other doctors' offices, enhancing efficiency and accuracy in record-keeping.
- Maintained meticulous and up-to-date patient records, contributing to the overall organization and accessibility of critical information.
- Actively engaged in community outreach by providing patients with relevant resources and referrals for ongoing care, fostering a sense of trust and reliability.
Member Service Specialist
CVS Caremark Specialty Pharmacy
10.2021 - 11.2022
- Demonstrated exceptional multitasking skills by efficiently managing and resolving an average of 60 medication orders daily. This involved liaising with prescriber offices to request scripts, addressing insurance or medication complications with retail pharmacies, and adeptly identifying and prioritizing urgent cases for prompt resolution while adhering to all company policies and HIPAA regulations.
- Enhanced patient understanding by providing clear and comprehensive explanations of copays, out-of-pocket expenses, deductibles, plan summaries, and procedures. My effective communication extended to informing members about new and existing benefits, fostering an informed and empowered healthcare experience.
- Displayed in-depth knowledge and expertise in claims, prior authorizations, appeals, and grievances, offering valuable assistance to patients navigating complex administrative processes.
- Collaborated seamlessly with internal teams to streamline processes, contributing to the efficiency and effectiveness of member services.
Operations Supervisor
Selina
12.2020 - 05.2021
- Elevated operational efficiency by providing comprehensive administrative support, including schedule coordination, vendor communication, and successful project completion, contributing to the overall productivity of the site.
- Assumed the crucial role of the primary closing key holder, personally developing and refining a meticulous 15-step checklist. This tailored checklist guaranteed the proper execution of closing procedures, resulting in a smooth transition for incoming staff and setting a standard for operational excellence.
- Spearheaded accurate inventory management by conducting regular counts of office supplies, merchandise, and incoming/outgoing linen. My proactive approach involved timely identification and reconciliation of discrepancies, maintaining a well-organized and fully stocked operational environment.
- Implemented strategic measures to optimize the front desk and property, ensuring a positive and efficient experience for both staff and guests.
Front Office Team Leader
Domio
09.2019 - 12.2020
- Demonstrated versatility by stepping into the role of Housekeeping Supervisor for an up-and-coming property for several months, showcasing adaptability and contributing to the successful launch of a new property.
- Spearheaded comprehensive training programs for new hires, providing in-depth instruction on front-of-house and housekeeping systems, applications, and company-specific procedures. My commitment to excellence resulted in a well-prepared and knowledgeable team, contributing to operational efficiency.
- Functioned as the primary liaison between customers and employees, applying best judgment in alignment with corporate standards to proactively manage and mitigate conflicts. This approach ensured a harmonious and positive experience for both guests and staff.
- Collaborated seamlessly with various departments to address and resolve issues related to clients, client reservations, on-site operations, and 3rd-party booking sites. I maintained open lines of communication with upper management, fostering a unified approach to delivering the best possible client experience.
Guest Service Agent
Novotel
03.2018 - 03.2019
- Managed a sophisticated call switchboard, expertly handling multiple phone lines, over 50 emails per day, and various online site messages. My proactive approach resulted in a 100% response rate, reflecting a commitment to prompt and effective communication.
- Applied unique selling tactics to showcase the value of company merchandise, promotional tickets, and room upgrades. This not only met sales goals but also enhanced customer loyalty by delivering personalized and value-driven recommendations.
- Demonstrated a keen understanding of guest needs by coordinating transportation for both groups and individuals, while providing comprehensive information on the city, local events, dining options, attractions, and executing special or unique requests. This contributed to an elevated guest experience and positive reviews.
- Successfully managed the call switchboard, addressing inquiries with precision and directing issues to the appropriate department, showcasing problem-solving skills and ensuring a swift resolution to guest concerns.
- Collaborated with various departments to facilitate smooth operations and enhance overall guest satisfaction, showcasing a commitment to a unified and guest-centric approach.
Education
Bachelor of Science - Hospitality Administration And Management
Florida International University
Miami, FL04.2024
Skills
- Problem-Solving
- Leadership
- Resource Allocation
- Employee Relations
- Office Administration
- Sales & Marketing
- Activity Synchronization
- Task Management
- Adaptability
- Decision-Making
- Attention to detail
- Cross-Functional Collaboration
- Staff Training
Languages
Spanish
Full Professional
Timeline
Patient Care Coordinator
MyEyeDr
12.2022 - 10.2023
Member Service Specialist
CVS Caremark Specialty Pharmacy
10.2021 - 11.2022
Operations Supervisor
Selina
12.2020 - 05.2021
Front Office Team Leader
Domio
09.2019 - 12.2020
Guest Service Agent
Novotel
03.2018 - 03.2019
Bachelor of Science - Hospitality Administration And Management
Florida International University
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