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
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
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
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
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
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