Grisel Medina
Port St. Lucie,FL
Summary
Dynamic advocate with over 8 years of experience in customer service, including 6 years in a medical environment, dedicated to connecting clients with essential care. Exceptional phone etiquette and communication skills ensure clarity and compassion in every interaction. Strong organizational abilities complement a proactive approach to managing time-sensitive tasks and reducing wait times. Passion for helping others and commitment to resolving issues effectively and efficiently.
Overview
20
20
years of professional experience
Work History
Case Manager
Midway Specialty Care
01.2025 - Current
- Complete comprehensive need of assessment, identify medical, functional, and social services needs of the recipient. Coordinate and complete medical needs assessment, periodic face to face re-assessment, develop and update plans of care based on recipient acuity level in consultation with the recipient, caregiver, the physician's office, CARES staff and other relevant parties. Coordinate efforts to access services provided by all funding sources including Medicaid and non-Medicaid sources. Follow up with the recipient and the provider to monitor the quality, quantity, duration, and effectiveness of the services provided. Protect the privacy and confidentiality of the recipient. Document the changing needs and welfare of the recipient. Reaching out to non-compliant patients to link them back to care and schedule appointments.
Medical Services Specialist
St. Lucie County Dpt. of Health
05.2016 - 01.2025
- Processing intake forms with clients to decide eligibility for the Ryan White program. Assessing needs and barriers to care, verification of insurance, ensuring all required documentation is collect it, determining household size, calculating income correctly following FPL allowable, adding client into CAREWARE system, and scanning all needed documents as well as submitting referrals for immediate needs such as dental, HOPWA/housing assistance, mental health and initial appointment with Infectious Disease provider. Providing information and guidance to substance abuse rehabilitation and mental health services. Preparing client's file and plan of care for case management assignment, answering calls, and responding to inquiries from clients, providers and other departments using all tools available to provide the most accurate information, greeting and attending clients check in, advising corresponding case manager upon arrival, processing referrals for nutrition, radiology, oral surgeries and making appointments for clients. Facilitating requests for transportation for medical appointments as needed.
Imaging Services Representative
Martin Health System North Hospital
03.2015 - 04.2016
- Answering the telephone and greeting patients in a courteous and efficient manner, monitoring fax documents, mailing out requested medical records or dispensing Radiology Imaging in CD form to patient following HIPPA Laws, demonstrating excellent customer service, responding promptly to patients, physicians and clinical staff requests, uploading or copying radiology images required for surgery or emergency transfer, monitoring computer for any STAT request after hours ensuring on-call technicians are contacted as required in timely fashion, scanning all the consents and authorization forms in the computer system.
Customer Relations Representative
Liberty Medical Supplies
08.2005 - 07.2013
- Answering escalated calls from unsatisfied customers who wished to terminate their services and successfully retaining accounts by properly researching and utilizing all tools available to provide best resolution, following HIPPA guidelines, reporting product dissatisfaction, shipping delays and training issues, placing orders for diabetic supplies as well as medication, following Medicare guidelines, updating account with the most accurate demographic and insurance information as well as credit card information, collecting copays or outstanding balances from client, following up with clients to ensure issues were resolved and remain in good standing, educating clients on products as well as company and insurances policies, writing summary proceeding account closure, providing reasons and findings of issues that could have been handled differently as well as improvement of services and feedback from clients.
Education
Certificates - Office Skills I, Office Skills II, Certificate of Proficiency Filing and Record Management
Indian River State College
01.2014
High School Diploma - Business and Marketing courses, Typing I II III
Warren Harding High School
06.1988
Skills
- Escalated call management
- Excellent communication skills written as well as verbal, fluent in Spanish as well as in English
- A natural sense of empathy and eagerness to help and aid people to the best of my ability
- Advance knowledge of Microsoft word, Outlook email, Internet, and moderate knowledge of Excel
- Great ability to exercise superior independent judgment in dealing with complex and urgent medical or social service situations
- Ability to develop and maintain positive working relationships
- Knowledge of Medicare policies & procedures, HIPPA laws and insurance claim process and verification
- Experienced with ECW software
- Experienced with HIV/AIDS patients treatment and care
- Organization and prioritization skills, problem analysis and problem solving
- Eagerness to learn a new business and a work ethic based on dedication to the company and its mission
- Excellent phone etiquette and customer Service
- Active listening
Timeline
Case Manager
Midway Specialty Care
01.2025 - Current
Medical Services Specialist
St. Lucie County Dpt. of Health
05.2016 - 01.2025
Imaging Services Representative
Martin Health System North Hospital
03.2015 - 04.2016
Customer Relations Representative
Liberty Medical Supplies
08.2005 - 07.2013
Certificates - Office Skills I, Office Skills II, Certificate of Proficiency Filing and Record Management
Indian River State College
High School Diploma - Business and Marketing courses, Typing I II III
Warren Harding High School