Summary
Overview
Work History
Skills
Certification
Languages
Timeline
Generic

Susie Lopez

Downey,CA

Summary

Dynamic professional with extensive experience in high-volume call center operations at Social Vocational Services. Proven ability in conflict resolution and patient support, consistently exceeding service standards. Skilled in electronic health records management and problem-solving, ensuring optimal client care and satisfaction. Committed to enhancing operational efficiency and team collaboration.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Loan Sales Coordinator

Regional Finance
Orange, CA
02.2023 - Current
  • Verified all customer documentation needed to proceed with the loan
  • Notified customer of options whether it was a secure loan or unsecured
  • Assisted Team Members with being a second voice on communicating with customer best options available, also discussed different protections (insurances) available to them as well
  • In charge of all policies and communicating them effectively to team members/ Organized Morning huddles to review any new policy updates
  • While in this position it was my duty to ensure all loans were done and processed correctly meeting our Audit standards. Worked closely with collection specialists as well as loan specialists to ensure we are providing all options to customers whether it be debt consolidation, renewal, conversions, or deferrals. I reviewed every loan and Credit Report before loans were finalized, for secured loans reviewed titles and worked with dealertrack and DMV to make sure we were added as Leinholders.

Program Director

Social Vocational Services
Long Beach, CA
09.2020 - 12.2022
  • Planning, Developing and implementing clubs that cater to our clients needs, while overseeing the programs needs and fast moving changes throughout the pandemic
  • Preparing a whole program change plan from in person to remote making sure to maintain client retention while still being able to meet all of our clients Individual needs and objectives
  • Assisting Regional Director with Staff Payroll
  • In charge of client payroll and billing
  • Organizing trainings and interviews and hiring process
  • While in this position I was in charge of overseeing Case Manager reports, accepting new Client intakes, hosting quarterly meetings along with semi and annual meetings. Overcoming any challenges with limited resources in running remote services for a group of clients that consisted of over 90 individuals.

Case Manager

Social Vocational Services
Long Beach, CA
10.2017 - 01.2020
  • Operated in a structured, high-volume call center, answering incoming calls, and assisting members with scheduling primary and specialty care appointments.
  • Maintained knowledge of provider availability, appointment guidelines, and operational procedures.
  • Delivered courteous and empathetic service, effectively diffusing difficult or emotional member encounters.
  • Performed clerical functions such as verifying demographics, assigning primary care physicians, and processing provider change requests.
  • Initiated and received calls to coordinate scheduling, notify members of changes, and assist in resolving duplicate medical record issues.
  • Provided training and guidance to new staff and served as a resource for team problem-solving.
  • Maintained accurate records, activity logs, and contributed to process improvements and procedural updates.
  • Managed heavy Case loads worked with ABA and ST and RBTs to coordinate the best care for the clients

Med Tech

LAKEWOOD PARK MANOR
Downey, CA
01.2017 - 12.2017
  • Begin Admissions Process
  • Administer medication, observe sugar checks and insulin.
  • Triaged calls to determine urgency and escalated to Registered Nurses for emergent concerns per established protocols.
  • Composed and routed detailed messages for physicians, RNs, and other staff based on members' inquiries or requests.
  • Maintained knowledge of provider availability, appointment guidelines, and operational procedures.
  • Recognized for consistently exceeding call quality, and productivity standards.
  • Participated in cross-training efforts to support multiple departments and streamline patient scheduling processes.
  • Assisted in implementing procedural improvements to enhance call center efficiency and service quality.

Admissions Coordinator

Shea Rehabilitation & Healthcare Center
Whittier, CA
01.2016 - 12.2016
  • Review Inquiries for Potential Patients, check Insurance eligibility, follow up with case managers
  • Follow up on Patients Sent Out to Hospitals
  • Call Doctors Offices to inquire about Patients forms, visits and anything needed to be charted in the Patient's Medical Chart
  • Hold Morning meetings to Inform the Director of Nursing, Rehab team, Administrator, Etc. of late night admissions or early admissions along with any patient updates
  • Sign admission paper work with families or patients
  • File in medical charting and Medical Records
  • Build a relationship with case managers, Doctors, and Patients
  • Follow up once patients admitted to make sure they are happy and hopefully better in health

Skills

  • High-volume call center operations
  • Medical appointment scheduling
  • Member services & patient support
  • Electronic health records (EHR/EMR) systems
  • Conflict resolution & de-escalation
  • HIPAA compliance
  • Written & verbal communication
  • Problem-solving & critical thinking
  • Multi-line phone systems
  • Clerical & data entry skills

Certification

  • HIPAA Compliance Training
  • Medical Terminology Certification
  • Customer Service in Healthcare – [Certifying Body]
  • CPR/First Aid Certified (if relevant)

Languages

English
Full Professional
Spanish
Professional

Timeline

Loan Sales Coordinator

Regional Finance
02.2023 - Current

Program Director

Social Vocational Services
09.2020 - 12.2022

Case Manager

Social Vocational Services
10.2017 - 01.2020

Med Tech

LAKEWOOD PARK MANOR
01.2017 - 12.2017

Admissions Coordinator

Shea Rehabilitation & Healthcare Center
01.2016 - 12.2016

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Susie Lopez