Genesis Favela

- Providing Call Center support (FEMA) to individuals affected by Natural Disasters (Hurricanes, Flooding, Fires, etc...)

- Managed inquiries, questions, and updates received via Helpline calls from applicants regarding their applications.

- Guided applicants over the phone in filling out assistance forms.

- Coordinated inspections for heavily damaged homes.

- Communicated pertinent details to relevant agencies based on call type and requirements.

Determined optimal strategies to address patients demands.

- Reviewed medical records and identified diagnosis codes, procedures, services, and supplies for coding.

Confirmed accuracy of patient and insurance information within system.

Maintained HIPAA compliance during each interaction before disseminating medical information.

- Collected payments from patients for dates of service or assisting with financial assistance applications.

Facilitated worldwide communication services for legal professionals.

Conducted screenings to match client needs with provided legal services.

- I assisted with answering service for law firms all over the world documents were completed accurately and timely.

-Scheduling appointments for consultations with Law firms.

- Taking inbound calls from individuals trying to apply for Covid-19 Funeral Assistance from (FEMA).

- Helping family/friends who had a relative pass away from covid fill out assistance application over the phone.

-After application was completed, the applicant would have to submit additional documentation (death certificates, funeral expenses invoices, and or other receipts) that could be eligible for reimbursement.

- Verifying that all documents were legit and to assure they met the qualifications for Covid-19 funeral assistance program.

- Worked in call center environment handling manual and automatically dialed outbound calls.

- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

- Maintained high volume of calls and met demands of busy and productive group.

- Regularly monitored accounts to identify overdue balances and potential areas of risk.

- Worked with banks such as Truist, First Horizon, and Bank of America.

- Worked with set monthly goals.