HAYDEE GIL LUGO
Greenacres,USA
Summary
Dynamic Customer Service Representative with proven success at Evicore, adept at managing multiple projects and enhancing client relationships. Skilled in database management and problem-solving, consistently exceeding appointment-setting goals. Recognized for maintaining professionalism under pressure while ensuring compliance with HIPAA regulations and delivering exceptional service.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Evicore
Colorado Springs, CO
03.2024 - 05.2025
- Responded to customer inquiries, delivering accurate information on products and services.
- Maintained professionalism while addressing challenging customer interactions.
- Updated patient files in accordance with company policy and procedure guidelines.
- Managed multiple projects simultaneously while meeting deadlines set by management team members.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Adhered to HIPAA regulations when handling confidential patient information.
- Verified patient demographic information in order to ensure accuracy of data entry.
Appointment Setter
Florida Blue - Blue Cross Blue Shield Of Florida
West Palm Beach, FL
09.2023 - 01.2024
- Participated in team-building activities to improve appointment setting efficiency
- Consistently achieved and exceeded monthly goals for appointment setting
- Utilized various software and technologies to set appointments
- Utilized multiple resources to locate and identify potential leads
- Monitored and reported on appointment setting progress and success
- Developed and maintained customer relationships to ensure successful appointment setting
- Handled inbound and outbound calls to set appointments
- Utilized problem-solving skills to troubleshoot issues with appointment setting
- Established rapport and trust with potential customers
- Utilized CRM to track and forecast daily and weekly appointment setting goals
- Responsible for setting over 100 appointments per month for clients
- Proven track record of success in cold-calling, lead generation, and appointment setting
Patient Access Representative
United Healthcare
Port Saint Lucie, FL
08.2022 - 07.2023
- Provided customer service support in a timely and professional manner
- Analyzed patient access data to identify areas of improvement
- Served as a liaison between patients and healthcare providers
- Developed and implemented processes to enhance patient access services
- Managed patient access services for a large healthcare system, including patient registration, authorization, and eligibility verification
- Developed and maintained positive relationships with patients and staff
- Created and maintained patient records in accordance with HIPAA regulations
- Ensured accurate and timely collection of patient financial information
- Assisted in the development and implementation of patient access policies and procedures
- Ensured accuracy of patient information in the system
- Ensured accurate and timely registration of patients by verifying insurance, collecting co-payments, and scheduling appointments
- Monitored patient access performance and identified areas for improvement
- Developed and maintained relationships with insurance providers
- Verified patient eligibility and benefits in accordance with payer regulations
- Assisted with scheduling, pre-registration, and authorization of patient visits
- Managed patient accounts by providing payment plans, researching billing inquiries, and resolving billing issues
- Resolved customer service issues in a courteous and professional manner
- Processed patient referrals and authorizations in a timely manner
- Coordinated with other departments to ensure a smooth patient experience
Customer Service/Project Coordinator
Paradise Exteriors
Boynton Beach, FL
12.2019 - 05.2022
- Proactively identified customer needs and provided solutions
- Investigated and resolved customer service issues in a timely and efficient manner
- Assisted customers with product selection based on their individual needs and preferences
- Maintained up-to-date knowledge of products and services
- Provided technical support to customers regarding products and services
- Processed customer payments in an accurate and timely manner
- Educated customers on product features and benefits
- Followed up with customers to ensure they were satisfied with their purchase
- Processed customer orders in accordance with company procedures
- Monitored and responded to customer feedback in order to maintain customer satisfaction
- Trained and mentored new customer service agents
- Addressed customer concerns in a professional and courteous manner
- Tracked customer orders and updated customers on order status
- Resolved customer inquiries and complaints in a professional and timely manner
- Answered customer inquiries via telephone, email, and live chat
- Provided accurate information about products and services to customers
- Developed and implemented customer service policies and procedures
- Developed and maintained positive relationships with customers to ensure their satisfaction and loyalty
- Responded to customer complaints in a timely and professional manner
- Processed customer orders and returns in a timely and accurate manner
- Explained product warranties and return policies to customers
- Developed and maintained customer service databases
Customer Service Clerk
Publix
West Palm Beach, FL
01.2018 - 11.2019
- Assisted with merchandising and display of products
- Processed customer transactions accurately and efficiently
- Ensured compliance with customer service standards
- Operated cash register and handled cash transactions
- Participated in customer service training sessions
- Developed customer service strategies to improve customer satisfaction
- Maintained customer records and updated database
- Monitored customer service metrics and tracked performance
- Answered customer inquiries and resolved customer complaints in a timely and professional manner
- Trained and supervised new customer service clerks
- Generated customer service reports for management review
- Participated in team meetings to discuss customer service issues
- Analyzed customer feedback to identify areas for improvement
- Recommended new products and services to customers
- Assisted customers with product selection and ordering
- Processed returns and exchanges
- Assisted with store opening and closing procedures
Reservation Agent
Colibri Hotel Collection
Tulum, Quintana Roo
01.2008 - 03.2015
- Analyzed customer data to identify trends and make recommendations
- Worked with management to develop and implement strategies to improve customer service
- Ensured customer data was accurate and up-to-date in the reservation system
- Handled customer inquiries, complaints, and requests in a timely and professional manner
- Assisted customers with special requests, such as early check-in or late check-out
- Collaborated with other departments to ensure customer satisfaction
- Provided detailed information regarding hotel amenities, services, and rates
- Trained new employees on the reservation system and customer service best practices
- Monitored reservations for accuracy and updated customer profiles as needed
- Answered incoming calls and emails promptly and professionally to assist customers with reservations
- Verified customer information and payment details to ensure accuracy of reservations
Education
Bachelor of Arts - Ecucational Management
Central University of Venezuela
Caracas, VEN07-2005
Bachelor of Applied Science - Human Resources
Antonio Jose de Sucre
Valencia, Venezuela07.2000
Skills
- MS Office proficiency
- Follow-up
- Calm under pressure
- Activities Monitoring
- Transcription
- Technology Adaptability
- Database Management
- Call Handling
- Empathy
- Multi-line Phone Operations
- Respect
- Call Center
- Client Registration
- Advanced Clerical Knowledge
- Management
- Quick Response
- Organizational
- Problem Solving
- Time management
- Project management
Languages
Native/ Bilingual, 5 out of 5
Activities
- Million Dollar Club Award
- Academic English Teacher
- Master Teacher
- 2.0 Technology
Accomplishments
- Million Dollar Award
Languages
Spanish
Professional
English
Professional
Timeline
Customer Service Representative
Evicore
03.2024 - 05.2025
Appointment Setter
Florida Blue - Blue Cross Blue Shield Of Florida
09.2023 - 01.2024
Patient Access Representative
United Healthcare
08.2022 - 07.2023
Customer Service/Project Coordinator
Paradise Exteriors
12.2019 - 05.2022
Customer Service Clerk
Publix
01.2018 - 11.2019
Reservation Agent
Colibri Hotel Collection
01.2008 - 03.2015
Bachelor of Arts - Ecucational Management
Central University of Venezuela
Bachelor of Applied Science - Human Resources
Antonio Jose de Sucre
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