Javier Mercado
Miami,FL
Summary
Leadership is exemplified by professionalism, integrity, and compassion demonstrated continuously. Patient care is priority and professional relationships are esteemed. A reputable attitude is worthwhile.
Overview
3
3
years of professional experience
Work History
Patient Rep Level 3
MSMC Behavioral Health Clinic
05.2023 - Current
- Answered incoming calls, scheduled appointments in accordance to insurance eligibility and filed medical records.
- Maintained strict confidentiality of sensitive information in compliance with HIPAA regulations and company policy.
- Greeted patients for check-in and developed rapport through active listening skills, empathy, and understanding of individual needs.
- Collaborated with medical staff to ensure timely and accurate communication of patient inquiries.
- Processed payments using cash, credit cards, and checks maintaining accurate records of transactions and deposited to cash drawer at the end of the day.
- Trained new staff on check in /check out protocols, phone etiquette and email correspondence.
- Covered among various departments working alongside management to ensure patient satisfaction and quality was met.
- Maintained a professional and compassion attitude under pressure escalating to management only as deemed necessary.
Call Center Supervisor
One Home Care Solutions Home Health
10.2021 - 03.2023
- Received 80+ incoming patient calls, transferred from hospitals, rehab centers, hospice, or referred by their Primary Physician.
- Developed training programs such as call center scripts to enhance agent skill sets, leading to improved performance.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Improved patient satisfaction by effectively resolving escalated issues and providing timely support.
- Coordinated with IT department to ensure seamless operation of call center queue.
- Collaborated with other departments including, intake, case management, social workers and nurse staff to address patient concerns.
Education
Associate's Degree -
Southeastern University
Lakeland, FL01.2018
High School -
Miami Coral Park Senior High School
Miami, FL06.2016
Skills
- Excel
- Microsoft
- Bilingual Proficiency
- Excellent Customer Service
Timeline
Patient Rep Level 3
MSMC Behavioral Health Clinic
05.2023 - Current
Call Center Supervisor
One Home Care Solutions Home Health
10.2021 - 03.2023
High School -
Miami Coral Park Senior High School
Associate's Degree -
Southeastern University
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