Sergio Tapia
Jackson Heights,NY
Summary
Experienced and compassionate customer service professional with extensive expertise in case coordination and peer specialist support. Skilled in managing diverse patient needs and dynamic conditions, with a strong ability to collaborate effectively. Adept at making clinical judgments, solving complex problems, and maintaining accurate documentation. Known for maintaining composure and professionalism in emergent situations while working toward achieving optimal outcomes for all involved.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Bilingual Customer Care Navigator
Emblem Health Neighborhood Care
Jackson Heights, NY
02.2024 - Current
- Assist members in locating medical providers and provide detailed information regarding their insurance plans and benefits
- Guide community members to essential resources, including food banks and public assistance offices, while offering up-to-date COVID-19 information
- Resolve member inquiries related to claims or billing issues efficiently and with empathy
- Engage in community wellness events to enhance visibility and engagement with Neighborhood Care offices
- Organize and facilitate wellness classes, managing in-person registrations for both members and non-members
- Utilize operational systems and programs (EPIC, ePACES, FACETS) to address and resolve member issues, demonstrating technical proficiency and problem-solving skills
- Lead special outreach projects to ensure members stay connected with case workers and close gaps in care
Peer Specialist
Center for Alternative Sentencing and Employment Services
Lawrence, Brooklyn, NY
05.2022 - Current
- Advocate for participants to access housing, income support, treatment, medical care, civil legal services, and other community services
- Maintain ethical standards to protect clients' confidential information
- Deliver case management and peer support services to reduce risk factors for criminal recidivism
- Provide intake, assessment, crisis intervention, advocacy, referral, and monitoring services
- Maintain up-to-date and accurate client case records
- Link clients with social services, healthcare providers, and governmental agencies to support autonomy
- Follow agency policies to maintain thorough documentation for effective case monitoring
Security Officer
Mount Sinai Astoria
Queens, NY
05.2017 - 08.2019
- Patrolled the facility to ensure safety, promptly addressing any security issues
- Worked independently with minimal supervision, enforcing company policies and safety procedures
- Prioritized the safety of patients, staff, and visitors, using effective de-escalation tactics
- Collaborated with healthcare staff to create action plans for individuals at risk or experiencing withdrawal
- Prepared detailed incident and hourly reports to maintain a secure and compliant environment
Education
Bachelor's - Criminal Justice
CUNY John Jay College of Criminal Justice
02-2026
Associate's - Criminal Justice
CUNY LaGuardia Community College
01.2023
Mental Health First Aid -
National Council for Behavioral Health
Skills
- Crisis Intervention Strategies
- Active Listening & Empathy
- Team Collaboration
- Time Management & Organization
- Gender-Specific Service Delivery
- Progress Note Taking (SalesForce)
- Critical Thinking & Problem Solving
- Technical Proficiency (Microsoft & Apple OS, EPIC, ePACES)
- De-escalation Techniques
Certification
Mental Health First Aid, National Council for Behavioral Health
Timeline
Bilingual Customer Care Navigator
Emblem Health Neighborhood Care
02.2024 - Current
Peer Specialist
Center for Alternative Sentencing and Employment Services
05.2022 - Current
Security Officer
Mount Sinai Astoria
05.2017 - 08.2019
Bachelor's - Criminal Justice
CUNY John Jay College of Criminal Justice
Associate's - Criminal Justice
CUNY LaGuardia Community College
Mental Health First Aid -
National Council for Behavioral Health