Ivonne Sousa
Orlando,FL
Summary
Driven insurance professional and former Administrative Assistant with a proven track record of providing exceptional customer service and patient care in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Health Insurance Sales Agent
Independent Contractor - Self Employed
08.2020 - Current
- Handle inbound and outbound sales-related calls to qualify individuals interested in enrolling in Marketplace, Medicare Advantage and/or Medicare Supplemental Insurance, and ancillary plans.
- Provide quotes and calculate premium rates for policies.
- Recommend type and amount of coverage based on analysis of customers' circumstances.
- Seek out new clients and develop client relationships through direct referrals, and lead databases.
- Establish excellent sales ability and strong interpersonal skills with confident and persuasive approach.
- Schedule fact-finding telephone appointments and consultations with prospective clients.
- Provide comprehensive product knowledge, education, and guidance to help clients on product selection.
- Deliver excellent continuous customer service and strive to secure policy retention.
- Obtain underwriting approval by completing application.
- Maintain required continued education training and certifications.
Administrative Assistant
Uhealth /Sylvester Comprehensive Cancer Center
03.2016 - 08.2020
- Obtained insurance prior authorization and/or referrals for medical procedures, office visits, and all other medical services as needed.
- Processed patient forms, i.e. FMLA, short and long-term disability.
- Updated patient information and insurance details for accurate electronic medical records.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
- Drafted letters for patients and statements of medical necessity to insurance companies.
- Maintained physicians' credentialing and CME files.
- Provided support to clinical staff, including to the Oncology Site Disease Group's Nurse Navigator with everyday office operations.
- Screened calls for physicians, called in prescriptions to pharmacies, and triaged patient's matters to the appropriate medical personnel.
- Responsible for scheduling meetings, managed calendars and traveling arrangements for assigned physicians.
- Processed and reconciled expense reports for providers using Workday and other needed platforms.
- Performed general office duties, including answering a multi-line phone system, screened and routed calls to clinical and other administrative personnel.
Senior Referral Coordinator
SMC Medical Center
03.2011 - 03.2016
- Processed referrals and obtained authorization from insurance companies, Medicare, and Medicaid for a busy family practice.
- Tracked appeal process for denied authorization requests.
- Coordinated patient’s appointments for consults, medical procedures, and testing.
- Assisted office manager and staff members to resolve challenging situations to ensure the quality of patient care.
- Responsible for tracking durable medical equipment, prosthetic and orthotics supplies, and Home Health orders.
- Responded to patient inquiries to offer timely updates regarding referral status.
Customer Service Representative
Marathon Bank
10.2005 - 07.2010
- Established and maintained customer relationships by opening and servicing personal, savings, business, Certificate of Deposits, and Individual retirement accounts.
- Responded to customers' inquiries and handled complaints through the delivery of exceptional customer service.
- Serviced and maintained foreign nationals' accounts.
- Deepened existing customer relationships by cross-selling and promoting bank products.
- Sorted mail, composed correspondence, managed multiple tasks in a high-pressure environment, such as assisting tellers, and provided.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Education
Associate of Arts - Some College Courses Completed
Miami Dade College
Miami, FL06.1997
High School Diploma - undefined
Miami Jackson Senior High School
1997
Skills
- Excellent communication skills
- Bilingual: Fluent in English and Spanish
- Strong medical terminology
- Technical skills: Accurate type 40 WPM
- MS Office: Word, Excel, and Outlook
- Problem-solving and leadership skills
- Strong knowledge of health insurance benefits
- Knowledge of HIPAA & privacy laws
- Previous working experience with Epic EHR system
- Organizational skills
- Task prioritization
Certification
Florida 2-15 Life & Health Insurance License - 08/2020
- Salesforce
- AHIP CMS Certification
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Health Insurance Sales Agent
Independent Contractor - Self Employed
08.2020 - Current
Administrative Assistant
Uhealth /Sylvester Comprehensive Cancer Center
03.2016 - 08.2020
Senior Referral Coordinator
SMC Medical Center
03.2011 - 03.2016
Customer Service Representative
Marathon Bank
10.2005 - 07.2010
High School Diploma - undefined
Miami Jackson Senior High School
Associate of Arts - Some College Courses Completed
Miami Dade College