LUIS A. CEPEDA
New York,NY
Summary
Dedicated Healthcare professional with a B.S. in Healthcare Administration, and a proven track record of delivering outstanding customer service to healthcare clients, as well as exceeding performance metrics in a high-stress, fast-paced environment. Proficient in promptly and professionally handling inbound and outbound calls, coordinating patient care, and addressing inquiries while working in conjunction with healthcare professionals. Continuously develops by building solid relationships, acquiring new skills, and working well with people at all levels of the organization.
Overview
2
2
years of professional experience
1
1
Certification
Work History
NYSOH Bilingual Remote CSR
Maximus
Manhattan, NY
03.2023 - Current
- Delivered outstanding customer service to healthcare clients by promptly and professionally handling inbound & outbound calls.
- Coordinated and managed patient care by addressing customer issues, applications, and inquiries with healthcare professionals.
- Demonstrates knowledge of healthcare processes and regulations, including HIPAA and medical terminology.
- Processed all communication with applicants and inputted information into the system using multiple software programs.
- Managed multiple tasks and priorities simultaneously, utilizing excellent organizational skills and attention to detail.
- Successfully resolved complex customer issues, and scheduled follow-ups resulting in improved customer satisfaction and retention.
- Consistently exceeded performance metrics and role expectations in a high-stress, fast-paced environment.
Front Desk Security Officer
Allied Universal Inc.
Brooklyn, NY
03.2022 - 05.2023
- Administered access to the facility of package delivery drivers to the building and authenticating credentials for visitors
- Providing the best client service to a wide range of clientele including executives from Target, Walmart, Costco, Macy's, and others
- Actively identify suspicious conditions to prevent safety hazards, property damage, or client liability
- Communicate all incidents involving property damage, unauthorized access, medical emergencies, or unusual behavior
- Effectively enforcing all property policies and complying with state rules or regulations as instructed by management
- Developing and managing relationships with customers/employees by communicating all security regulations
- Gave orientation to new personnel on operating surveillance systems and taught policies/tasks of each workstation.
Youth Advocate
Tomorrow’s Leaders NYC
Queens, NY
01.2023 - 04.2023
- Assisted students to achieve positive academic outcomes, attain successful employment experiences, and graduate from high school
- Coordinated educational, and recreational activities for youth such as school trips, community events, tournaments, and volunteering
- Participated in developing individualized service plans for youth, and healthy mentoring relationships with students
- Provided an ear to students and maintained confidentiality (except harm to self or others)
- Organized hard files for each assigned student, and prepared regular progress reports as needed by the DOE and school officials.
Administrative Intern
King David Center for Nursing and Rehabilitation
Brooklyn, NY
06.2022 - 08.2022
- Managed office duties including handling numerous phone lines, filling out insurance applications, and gathering medical information
- Sorted medical records, checked patient information in PointClickCare, and moved charts to the appropriate division
- Maintained patient confidentiality and acted professionally while adhering to all departmental regulations and procedures
- Helped gather unit information, such as patient satisfaction and other measurement tools
- Coordinated schedules, verified authorizations, and promptly completed any required medical audits for patients
- Recorded medical records by established protocols and promptly completed assigned tasks
- Performed various clerical tasks while multitasking and giving great patient service
- Used PCC software to maintain patient confidentiality and manage medical data by HIPAA rules
- Problems were successfully analyzed and were brought from concept to execution.
Education
Bachelor of Science - Health Services Administration
Lehman College
The Bronx, NY01.2022
Skills
- Bilingual in Spanish & English
- Following HIPAA Regulations
- Overseeing Operational Plans & Programs
- Records Development & Management
- Coordinating & Implementing Guidelines
- Developing Strategic Relationships
- Enhancing Patient/Client Satisfaction Results
- Schedule & Appointment Management
- Patient Relations & Healthcare Administration
Certification
NYS Mandated Reporter Training Certificate
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Technical Skills
- Google G Suite, Excel, Healthcare Databases, Word, Teams, Outlook, Softphone, VPN, Authenticator, Emedny, Avaya, SharePoint, Siebel, Workday, Zoom, CMS
Timeline
NYSOH Bilingual Remote CSR
Maximus
03.2023 - Current
Youth Advocate
Tomorrow’s Leaders NYC
01.2023 - 04.2023
Administrative Intern
King David Center for Nursing and Rehabilitation
06.2022 - 08.2022
Front Desk Security Officer
Allied Universal Inc.
03.2022 - 05.2023
Bachelor of Science - Health Services Administration
Lehman College
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