Luz Mercedes Perez
Putnam,Connecticut
Summary
I have 20+ Years of Customer Service Experience, while Consistently developing strong relationships with patients and their families through empathetic communication, a respectful attitude, and excellent customer service.
Overview
24
24
years of professional experience
Work History
Service Scheduling Admin & Bilingual Customer Service Rep II
Piedmont Natural Gas
10.2001 - 05.2017
- Assisted customers in English and Spanish, resolving inquiries and enhancing satisfaction.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked Closely with 911 Personnel Such as Fire Dept. when received a Call for Gas Leaks, Fires & Explosions.
- Analyzed Technicians Workload and Move Work around as needed to Ensure that Work on Their Truck Computer was Completed in a Timely Manner.
- Worked Closely with Supervisors in Different Districts to Ensure that Technicians were responding to Emergency Calls in a Timely Manner.
Financial Clearance Specialist
Umass Memorial Medical Group
02.2024 - Current
- Answering Incoming Calls.
- Run Insurance Verification through the RTE, Process Insurance Referral Requests for Patients as well as for Medical Facilities / Providers.
- Work on Claim Edits, DNB's & ROI Reports.
- Call Medical Offices Internal as well as External to Obtain Insurance Referral Requests.
- Also do some Registration of Patients when Accounts have been Started but not Completed.
- Follow HIPPA Regulations.
- Work on Incoming Faxes, and also In-Basket Referrals and Requests.
- Verified patient eligibility and benefits with insurance providers to ensure coverage prior to service delivery.
Patient Registration Clerk
UMass Memorial Health - Harrington Hospital
10.2021 - 02.2024
- Served as patient's first point of contact for scheduling and registration of appts in hospital and for procedures.
- While also helping patients with wayfinding of depts they had appts at / visiting patient's that were admitted in the hospital.
- Registered patients by accurately entering demographic and insurance information into electronic health record system.
- Identified insurance payment sources and listed payers in the proper order to establish a payment chain.
- Collected and entered patient demographic and insurance data into a computer database to establish the patient's medical record.
- Received the patient's deductibles / co-pay amounts for services to be rendered.
- Secured patient information and confidential medical records in accordance with HIPAA privacy rule standards to protect patients' privacy.
- Verified patient eligibility and benefits with insurance providers to ensure coverage prior to service delivery.
Customer Service Representative & Cashier
The Home Depot
03.2020 - 10.2021
- Provided each customer with exceptional service by listening to their concerns and answering their questions.
- Answering of phones and responding to guest inquiries by transferring them to the proper dept of item they were interested in finding out about.
- Followed all safety procedures and protocols when using equipment and moving hazardous chemicals to avoid mishaps and accidents.
- Applied payments to customers credit card accounts.
- Rental of Trucks when available.
- Delivered items that were ordered online to customer's vehicles via curbside.
Technical Video Repair Specialist
Charter Communications
04.2018 - 09.2019
- Handling large volume of incoming calls in a call center environment.
- Assisted customers with trouble shooting of their cable service when not functioning properly.
- Determined the severity of customer complaints and escalated tickets to the appropriate personnel for resolution.
- Applying payments to customer's cable bills and answering some billing questions.
- Scheduling appointments for a Tech to visit customer's home if issues could not be resolved over the phone / customer could not get their self serve equipment to work.
Education
High School Diploma -
Miami Carol City Senior High
Miami, FL08.1984
No Degree - Paralegal Studies
Miami Dade Community College
Miami, FLSkills
- Bilingual communication
- Customer service excellence
- Insurance verification
- Patient registration
Languages
Spanish
Native or Bilingual
Timeline
Financial Clearance Specialist
Umass Memorial Medical Group
02.2024 - Current
Patient Registration Clerk
UMass Memorial Health - Harrington Hospital
10.2021 - 02.2024
Customer Service Representative & Cashier
The Home Depot
03.2020 - 10.2021
Technical Video Repair Specialist
Charter Communications
04.2018 - 09.2019
Service Scheduling Admin & Bilingual Customer Service Rep II
Piedmont Natural Gas
10.2001 - 05.2017
High School Diploma -
Miami Carol City Senior High
No Degree - Paralegal Studies
Miami Dade Community College