Nelfa Perez
La Feria,TX
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
9
9
years of professional experience
Work History
Member Service Representative
Molina Healthcare
10.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s reputation.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Responded to customer calls and emails to answer questions about products and services.
Administrative Assistant
Davita
12.2022 - 10.2023
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Enhanced scheduling efficiency by streamlining processes and implementing automated systems.
- Collaborated with cross-functional teams to ensure accurate and efficient scheduling of resources.
- Developed comprehensive training programs for new employees, improving overall team performance in managing schedules.
Office Manager/Administrator
Little Lighthouse Children's Reha
01.2015 - 08.2022
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Enhanced company compliance by developing and implementing comprehensive policies and procedures.
- Conducted thorough risk assessments to identify potential areas of non-compliance and recommended corrective actions.
- Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
- Streamlined the intake process by developing and implementing efficient data collection methods for improved service delivery.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Identified areas of improvement within the intake process by regularly reviewing standard operating procedures and implementing changes as needed.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
Education
Certification - Medical Office
Vanguard Institute of Technology
Harlingen, TXCPC Certificate - Medical Insurance Coding
US Carrer Institute
Fort Collins, CO04.2024
High School Diploma -
La Feria High School
La Feria, TX06.1993
Skills
- Issue Resolution
- Call center experience
- Client Education
- Dispute Resolution
- Database Maintenance
- Customer Service
- Call Documentation
- Customer Data Confidentiality
- Attention to Detail
- Organizational Skills
- Reliability
- Call Metrics
- Medical terminology knowledge
- Medical Charting
- Medical office administration
- HIPAA Compliance
- Referral Verification
- Patient Registration
- Appointment Scheduling
- EMR / EHR
- Records Maintenance
Languages
Spanish
Full Professional
Timeline
Member Service Representative
Molina Healthcare
10.2023 - Current
Administrative Assistant
Davita
12.2022 - 10.2023
Office Manager/Administrator
Little Lighthouse Children's Reha
01.2015 - 08.2022
Certification - Medical Office
Vanguard Institute of Technology
CPC Certificate - Medical Insurance Coding
US Carrer Institute
High School Diploma -
La Feria High School