Mary Luz Rivera
Portage,Florida
Summary
Dynamic professional with a strong work ethic and exceptional customer service skills, previously at Grouper. Proven track record in streamlining processes and enhancing client satisfaction through effective communication and problem-solving. Proficient in CRM software, adept at managing complex client issues, and committed to fostering teamwork and collaboration for optimal outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Member and Operational Services Representative
Grouper
Remote
11.2024 - Current
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- Contributed to process improvements by sharing feedback from customer interactions with management teams.
- Streamlined service processes for quicker response times, leading to improved customer experiences.
- Provided comprehensive product/service information to customers, enabling informed decision-making processes.
- Fostered a positive work environment by actively participating in team-building activities and promoting open communication between colleagues.
- Coordinated with various departments to resolve complex client issues effectively and in a timely manner.
- Conducted regular follow-ups with clients to ensure ongoing satisfaction and address any emerging issues promptly.
- Utilized CRM tools proficiently for efficient case management, tracking progress, and documenting resolutions.
- Managed as high as 140 outgoing calls to members on a daily basis.
Medicaid Specialist
Area Agency on Aging
West Palm Beach, FL
06.2018 - 07.2023
- Assisted with prioritization of clients for program and service eligibility by completing a 701S assessment in CIRTS in accordance with DOEA program standards
- Ensured potential applicants were provided with a complete understanding of program requirements and policy information regarding available care options
- Provided accurate explanation to clients about all programs and services including CCE, ADI, HCE and SMMCLTC
- Entered and maintained Intake information using CIRTS data base and completed various forms and needed to properly process individuals throughout the intake process
- Accurately enrolled clients in CIRTS for programs based on eligibility criteria
- Assisted with the process of ensuring service standards and outcome measures are met in regards to providing appropriate quality consumer care in alignment with funder compliance requirements
- Completed screenings following the DOEA training instruction to meet all quality assurance measures and ensure for accuracy and completeness of screenings
Intake Specialist
Area Agency on Aging
West Palm Beach, FL
05.2017 - 06.2018
- Assisted with prioritization of consumers for program and service eligibility by completing a eligibility assessments
- Ensured clients had a complete understanding of pertinent policy information and program requirements regarding available care options.
- Provided accurate explanation to clients about programs and services.
- Entered and maintained intake information using a web-based data base and complete various forms and reports as needed to properly process individuals throughout the intake process
- Accurately enrolled clients for programs based on eligibility criteria.
- Assisted with the process of ensuring service standards and outcome measures are met in regard to providing appropriate quality consumer care in alignment with funder compliance requirements
- Completed screening following training instruction to meet all quality assurance measures and ensure for accuracy and completeness of screenings.
Staffing Coordinator/ Care Match Specialist
Value Care At Home
Boynton Beach, FL
04.2016 - 05.2017
- Verified all payroll for over 200 caregivers.
- Assisted in onboarding new hires, facilitating a smooth transition into their roles.
- Increased client satisfaction by maintaining thorough knowledge of client needs and matching suitable candidates for open positions.
- Worked closely with other departments within the organization to address workforce planning needs effectively.
- Conducted interviews on behalf of families to assess candidate skills and cultural fit for successful placements.
- Developed strong relationships with clients, leading to repeat business and long-term partnerships.
- Managed a database of qualified candidates, ensuring accuracy and up-to-date information to expedite the hiring process.
Education
Associate of Arts - Communication Arts/ Criminal Justice
Gannon University
Erie, PA06-1995
High School Diploma -
Thomas Edison High School
Philadelphia, PA06-1990
Skills
- Reliable Work Standards
- Client Support Expertise
- Detail-Oriented Approach
- Effective Communication
- Multitasking and organization
- Customer relationship management
- Documentation and reporting
- Workflow management
- Records management
- Client Account Management
- Clerical support
- CRM Software Proficiency
- Record Management
- Reporting and documentation
- Program follow-up and assessment
Certification
Notary Public
Field Service Representative
Loan Signing Agent
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Interests
- Historical Exploration
- Road Trips
- Deep Sea Fishing
Timeline
Member and Operational Services Representative
Grouper
11.2024 - Current
Medicaid Specialist
Area Agency on Aging
06.2018 - 07.2023
Intake Specialist
Area Agency on Aging
05.2017 - 06.2018
Staffing Coordinator/ Care Match Specialist
Value Care At Home
04.2016 - 05.2017
Associate of Arts - Communication Arts/ Criminal Justice
Gannon University
High School Diploma -
Thomas Edison High School