LaQuandrea Marrero
Peekskill,NY
Summary
Customer service expert with a proven track record of exceeding expectations in dynamic environments. Adept in CRM systems, multi-line phones, and problem-solving, with a flair for clear communication and timely resolution of complex issues. Aspiring to leverage skills and knowledge in healthcare administration as a Medical Administrative Assistant.
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Concierge
CareRite Home Health Partners
Cortland, NY
10.2024 - Current
- Acknowledged and greeted guests entering or leaving building, promoting pleasant environment.
- Handled mail and package deliveries, keeping items secure.
- Offered personalized concierge services such as arranging transportation needs for guests.
- Built and maintained productive relationships with employees.
- Monitored inventory levels of supplies required for daily operations including brochures and welcome bags
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Performed administrative duties such as data entry, and filing paperwork related to concierge service.
- Prepared daily reports on residents requests and recreational activities.
- Kept updated records of residents feedback forms in order to measure service quality over time.
- Ensured that all resident/families complaints were addressed in a timely fashion.
- Advised new residents and families on admissions policies and procedures to ensure compliance with regulations.
- Helped residents and families with admissions process and obtaining signatures regulated by state and federal laws.
- Provided companionship to residents and families by talking to them, listening to their concerns, and helping them stay positive.
- Assisted with resident room transfers/discharges procedures.
- Distributed drinking water and nourishment to residents and families
- Answered call lights promptly and responded to requests from residents and families in a timely manner.
Customer Service Representative
Worldwide Insurance Services
King of Prussia, PA
11.2023 - 05.2024
- Managed inquiries and coordinated medical assistance for overseas clients, ensuring seamless service
- Handled financial arrangements and assisted in obtaining Guarantee of Benefit agreements, ensuring access to necessary treatments
- Specialized in overseas healthcare benefits, facilitating smooth service delivery and claims processing
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Service Representative - Claims Department
Centene
New York, NY
10.2022 - 08.2023
- Advised providers/members on claims/appeals, ensuring clear communication and efficient resolution
- Managed high volume of calls, guiding stakeholders through claims process and appeal submissions
- Ensured compliance and confidentiality while handling sensitive information
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Technical Support Specialist
Conduent
Yonkers, NY
05.2022 - 09.2022
- Provided technical support for smartphones/tablets, diagnosing and resolving software/hardware issues
- Collaborated on complex cases, ensuring timely escalations and customer satisfaction
- Guided users through troubleshooting steps, enhancing overall user experience
- Served as first point of contact for incoming technical service calls and emails.
- Conducted remote diagnostics to identify and solve technical problems.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
Unit Clerk
The Osborn
Harrison, NY
09.2021 - 03.2022
- Provided patient-focused service in a fast-paced environment, coordinating appointments and managing unit communications
- Welcomed visitors, directed hospital staff, and handled important medical deliveries
- Balanced multiple tasks to ensure the smooth operation of the unit
- Ordered office supplies, equipment, and other materials as needed.
- Communicated with patients with compassion while keeping medical information private.
- Assisted with patient transport arrangements, ensuring safe and timely transfers.
- Answered phone calls, providing courteous and informative responses to inquiries.
Rehab Office Coordinator
Visiting Nurse Service of Westchester
White Plains, NY
06.2020 - 12.2020
- Assisted with the coordination of patient care through collaboration with other departments in the facility.
- Answered incoming phone inquiries from patients and external providers regarding services offered by the rehabilitation office.
- Maintained patient records and organized filing systems.
- Ensured compliance with federal regulations concerning HIPAA privacy laws when handling confidential information.
- Responded promptly to requests from outside providers for transfer of patient records or referrals.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Performed daily administrative tasks such as copying documents, scanning files into electronic databases and sending emails.
- Prepared reports, collected data, and generated statistical information related to rehabilitation services.
- Conducted outreach calls to patients prior to scheduled appointments or follow-up visits.
- Provided administrative support to the department, including scheduling appointments, coordinating meetings and preparing documents.
Benefit Provider Service Representative
Orthonet LLC
White Plains, NY
07.2015 - 06.2018
- Addressed inquiries regarding service contracts, in-network services, and billing procedures
- Managed databases for accuracy, ensuring up-to-date provider and billing information
- Assisted providers with claim payments and handled EOBs, refund requests, and stop payment requests
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Provided excellent customer service by addressing customer needs in a timely fashion.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Healthcare Customer Service Representative
West Corporation Call Center
Rocky Mount, NC
10.2008 - 02.2011
- Processed prescription refill orders, ensuring compliance with HIPAA guidelines
- Resolved third-party payment issues and coordinated communications between insurers and patients
- Delivered exceptional customer support for prescription-related inquiries
- Verified patient demographic information in order to ensure accuracy of data entry.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
Certification of Completion Medical Assisting Program -
SUNY Westchester Community College
Ossining, NY09.2024
Skills
- Healthcare administration
- Medical office procedures
- Patient relations
- Electronic medical records management
- Medical billing
- Microsoft Windows
- Conflict resolution expertise
- Verbal and written communication
- Customer service
- Issue troubleshooting
- Time management
- Polite telephone etiquette
- Team collaboration
- Community relations
- Tech-Savvy
- Guest accommodations
- Multitasking and organization
- Transportation coordination
- Attention to detail
- Administrative support
Certification
Medical Administrative Assistant, 08/01/24, Present
Timeline
Concierge
CareRite Home Health Partners
10.2024 - Current
Customer Service Representative
Worldwide Insurance Services
11.2023 - 05.2024
Customer Service Representative - Claims Department
Centene
10.2022 - 08.2023
Technical Support Specialist
Conduent
05.2022 - 09.2022
Unit Clerk
The Osborn
09.2021 - 03.2022
Rehab Office Coordinator
Visiting Nurse Service of Westchester
06.2020 - 12.2020
Benefit Provider Service Representative
Orthonet LLC
07.2015 - 06.2018
Healthcare Customer Service Representative
West Corporation Call Center
10.2008 - 02.2011
Certification of Completion Medical Assisting Program -
SUNY Westchester Community College
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