Maricarmen Rivera

Handled inbound and outbound calls from patients, healthcare providers, and stakeholders to facilitate communication and service delivery. Scheduled, rescheduled, and canceled patient appointments; verified patient details and insurance information; shared pre-appointment instructions. Provided clear information on healthcare services, clinic hours, locations, medical procedures, referrals, and related questions. Entered and updated patient demographic and medical data in Electronic Health Records (EHR) systems while maintaining HIPAA compliance and confidentiality. Routed calls to appropriate healthcare staff or departments and prioritized urgent patient needs. Provided professional, compassionate customer service, resolving patient concerns promptly to enhance patient satisfaction. Recorded call interactions accurately and prepared reports on call volume, patient inquiries, and related metrics. Confirmed patient insurance details and clarified coverage information to assist patients in understanding their benefits.

• Coordinated Veterans Affairs clinic appointments using VistA and CPRS scheduling tools.

Managed schedules and supported daily operations for a team of 25 employees, including the TTY team.
Used computerized systems to enter, update, and retrieve sensitive information and patient identifying information (PII) in electronic records and reports.
Implemented a cloud-based data management system and used CRM tools to full capacity.
Performed quality checks and shadowed calls to support call center quality.
Set priorities and deadlines while adjusting workflow and task order to meet team and company needs.
Contacted consumers to answer inquiries and provide investigation results or planned changes.
Referred unresolved issues to assigned departments for further review.
Verified coverage in AHCT worker portal systems and with carriers.

• Monitored call quality and reviewed interactions for TTEC compliance requirements.
• Coached agents on service standards, call handling, and client expectations.

Supported cleaning operations by completing designated tasks to maintain high cleanliness standards.

Checked completed work against required specifications and standards.

Kept electronic records accurate and up to date.

Communicated room readiness to managers and front desk staff to facilitate timely guest check-ins.

Monitored inventory levels to ensure adequate stock of supplies. to confirm equipment and supplies were available in proper amounts.

Cleaned guest suites according to Homewood Suites Hilton housekeeping standards.

Replaced linens, made beds, and stocked fresh towels and amenities.