Lisette Irizarry
Lakeland,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
1
1
Certification
1
1
License
Work History
Bilingual Service Coach
GEICO, Government Employees Insurance
Lakeland, FL
05.2021 - 06.2023
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
- Implemented instructional materials and curriculum to meet specific program needs.
- Established objectives for lessons, modules and projects.
- Explained goals and expectations required of trainees.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Participated and attended meetings or seminars to obtain information for use in training programs or to inform management of training program status.
- Used role playing, lectures and simulations to present information in variety of instructional techniques and formats.
Bilingual Licensed Sales/Service Agent
GEICO, Government Employees Insurance
Lakeland, FL
10.2020 - 05.2021
- Responded to customer inquiries and problems to promote great service.
- Explained different options to prospective clients, encouraging sale of insurance policies that best fit needs.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Serviced existing portfolios, assisting members with coverage questions and accurately processing policy endorsements.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Practiced advanced foreign-language abilities to support customers' needs.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Lead Financial Counselor
AdventHealth
Lake Wales, FL
05.2019 - 10.2020
- Documented and filed patient data and medical records.
- Performed routine quality assurance audits to promote data integrity.
- Reviewed account information to confirm patient and insurance information is accurate and complete.
- Offered support and assistance to community members.
- Screened patients for eligibility for state, local and federal assistance programs.
- Stayed current on community-based resources and services useful to patients.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Initiated application processes to add patients to assistance programs at bedside and followed through until completion.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Compiled information from patients and caregivers or family members to identify care concerns.
Financial Counselor, ER Registrar
Brandon Regional Hospital
Brandon, FL
01.2018 - 04.2019
- Reviewed and verified financial data to determine program eligibility.
- Interviewed patients and families, answering questions regarding financial process during such sessions.
- Advocated for patients by contacting insurance carriers and obtaining necessary benefits information.
- Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Communicated with patients with compassion while keeping medical information private.
- Completed relevant insurance and other claim forms.
- Arranged hospital admissions for patients as required.
Claims Processor
Continental Benefits
Brandon, FL
10.2015 - 01.2018
- Verified claim data correctness in preparation for processing.
- Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.
- Addressed customer inquiries to provide information and explanations on coverage and terms, expediting claims.
- Analyzed contracts and claim systems to apply appropriate benefit amounts.
- Identified client service improvement opportunities in collaboration with team leads and managers to resolve problems.
- Examined claims, records and procedures to grant approval of coverage.
Education
Communications -
Florida Southern College
Lakeland, FL08.2024
Surgical Technologist -
Sanford Brown Institute
Woodbridge, NJ09.2013
High School Diploma -
Linden High School
Linden, NJ07.2001
Skills
- Service Recommendations
- Eligibility Determination
- Call Center Operations
- Problem-Solving
- Spanish Translation
- Payment Collection
- Customer Support
- Claims Evaluation
- Compliance Training
- Critical Thinking
- Verbal and Written Communication
- Orientation and Onboarding
- Employee Relations
- Relationship Building
- Coaching and Development
- Leadership Development
- Quality Assurance
- Sales and service-oriented
Languages
Spanish
Portuguese
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Promoted from service agent to training coach, in less than 12-months.
- Promoted from ER Registrar to Team Lead, in less than 12-months.
Certification
- 20-44 Lines License - 2020
- Certified Electronic Health Record Specialist (CEHRS)
- Registered Health Information Technician (RHIT)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Bilingual Service Coach
GEICO, Government Employees Insurance
05.2021 - 06.2023
Bilingual Licensed Sales/Service Agent
GEICO, Government Employees Insurance
10.2020 - 05.2021
Lead Financial Counselor
AdventHealth
05.2019 - 10.2020
Financial Counselor, ER Registrar
Brandon Regional Hospital
01.2018 - 04.2019
Claims Processor
Continental Benefits
10.2015 - 01.2018
Communications -
Florida Southern College
Surgical Technologist -
Sanford Brown Institute
High School Diploma -
Linden High School
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