MARLEN DE LEON
The Bronx,NY
Summary
Thorough Customer Retention Specialist with 6 years of experience working in Home Care industry. Committed to providing customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
5
5
years of professional experience
Work History
Retention Supervisor
Friends And Family Home Care
01.2022 - Current
- Increased customer retention rates by developing and implementing effective retention strategies.
- Managed a team of retention specialists, ensuring consistent performance and adherence to company policies.
- Improved overall customer satisfaction by addressing and resolving escalated customer complaints in a timely manner.
- Enhanced team productivity through regular training sessions, coaching, and performance evaluations.
Authorization Coordinator
Friends And Family Home Care
01.2021 - 12.2022
- Decreased processing time for authorizations by establishing strong relationships with insurance representatives and case managers.
- Increased efficiency in handling authorization cases through effective prioritization based on urgency and complexity levels.
- Facilitated timely renewals of ongoing authorizations by closely monitoring expiration dates and initiating renewal processes proactively.
- Participated in regular audits of authorization files, addressing discrepancies and implementing corrective actions as needed.
Intake Coordinator
Friends And Family Home Care
10.2018 - 01.2021
- Enhanced communication between patients, healthcare providers, and administrative staff to ensure seamless coordination of care.
- Contributed to improved office efficiency by managing a high volume of incoming calls related to appointments, referrals, and general inquiries from patients or their representatives.
- Improved patient satisfaction by efficiently managing intake processes and addressing concerns promptly.
Education
No Degree - Medical Assisting
TCI College
New York, NY05.2009
Skills
- Team Management
- Customer Retention Strategies
- Attention to Detail
- Quality Assurance
- Staff Training
- Report Preparation
Accomplishments
5 Years Of Excellence Award.
For Distinguished Services and Unwavering Support.
Certificate Of Achievement.
Languages
Spanish
Native or Bilingual
References
References available upon request.
Timeline
Retention Supervisor
Friends And Family Home Care
01.2022 - Current
Authorization Coordinator
Friends And Family Home Care
01.2021 - 12.2022
Intake Coordinator
Friends And Family Home Care
10.2018 - 01.2021
No Degree - Medical Assisting
TCI College