Lourdes Desamours
Homestead,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Case Manager/Assistant Director of Operations
Distinct Home Health Care
05.2020 - 12.2023
- Performed data entry tasks and maintained accurate records of employee payroll information.
- Oversees Private and all applicable billing and assures that proper billing procedures are followed.
- Implements and effective budgeting and accounting system.
- Participates in preparation of annual budget.
- Analyze and record personnel and operational data and write related activity reports.
- Assign work schedules, follow work requirements to ensure quality and timely delivery of service.
- Be knowledgeable of statutory and administrative rules of Florida Agency Health Care Administration and ensure compliance within Agency.
- Ensures accuracy of public information and marketing materials.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assessed community needs and identified resources for social and community service programs.
Healthcare Customer Service Representative
Alorica
03.2017 - 04.2020
- Perform job responsibilities remotely.
- Document call-related information for auditing and reporting purposes.
- Analyze and record personnel and operational data, and write related activity reports.
- Managed approximately 30-60 incoming/outgoing calls, emails and faxes per day from customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigated insurance claims denials and appeals.
- Verified insurance eligibility and coverage for patients.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Call Center Agent
Precision Response Corporation
05.2015 - 01.2017
- Manage over 80 incoming calls, emails and faxes per day from customer/client requests or inquiries concerning services, products, and report problem areas.
- Administer system functions on all opening, closing, and balancing procedures according to finance guidelines.
- Handle customer escalations which may include office of president, regulatory agencies, and social media escalations as directed by management.
- Exhibit in-depth knowledge of products, services, rate plans, feature bundles, and offer to provide best solution options and totally resolve customer issues.
- Demonstrate proficiency in billing and technical matters to efficiently assist customers and resolve issues/escalations.
- Developed and updated databases to handle customer data.
- Achieved high first-call resolution rates by providing accurate information and solutions to customers'' concerns.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Utilized excellent communication skills in both written and verbal forms to effectively address customer inquiries and concerns.
Customer Service Representative
AT&T Call Center
04.2009 - 05.2015
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided primary customer support to internal and external customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Exceeded performance metrics consistently, earning recognition as top performer.
Account Data Entry Clerk
Dade County Ambulance
04.2004 - 04.2009
- Assisted with developing data entry processes.
- Corrected data entry errors to prevent duplication or data degradation.
- Facilitated smooth audits by maintaining organized records of transactions and supporting documentation.
- Expedited invoice processing by promptly entering vendor invoices into accounting software for payment approval.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Updated and maintained customer information, documents and records.
- Coded and processed applications into required electronic formats.
Education
Associate of Science -
Miami Dade College
Miami, FL01.2009
Associate of Arts - General Studies
Miami Dade College
Miami, FL06.2007
Skills
- Case Planning
- Performance Tracking
- Community Outreach
- POS Systems and Ordering Platforms
- Spreadsheet Management
- Regulatory filings
- Medical Billing
- Payment Processing
- Operations Management
- Program Leadership
- Data Entry
- Organization and Multitasking
Computer Programs
- Microsoft Office
- Office Power Point
- Office Excel
- Outlook
- Micrfosoft Word/Works
- Quickbooks
Skills And Experience
- Scheduling, Billing, Human Resources
- Data entry, Digital filing systems
- Problem Solving, Deductive Reasoning, Active Learning & Listening skills, Medical documentations, Clinical note writing skills, Updating & using relevant knowledge
- Positive reinforcement communication skills, Staff inservice
- Extensive computer skills (Excel, Microsoft), Linking skills, Networking, Facilitating group, Teamwork Support
- Knowledge of business and management principles involved in strategic planning
- Leadership technique, production methods, and coordination of people and resources
Timeline
Case Manager/Assistant Director of Operations
Distinct Home Health Care
05.2020 - 12.2023
Healthcare Customer Service Representative
Alorica
03.2017 - 04.2020
Customer Service Call Center Agent
Precision Response Corporation
05.2015 - 01.2017
Customer Service Representative
AT&T Call Center
04.2009 - 05.2015
Account Data Entry Clerk
Dade County Ambulance
04.2004 - 04.2009
Associate of Science -
Miami Dade College
Associate of Arts - General Studies
Miami Dade College
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