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WILNELIA REYES
Winter Garden,USA
Work Preference
Summary
Results-driven healthcare professional with expertise as an Account Development Liaison. Cultivated strong relationships and implemented effective sales strategies, driving referral growth and enhancing service delivery. Bilingual in English and Spanish, skilled in problem-solving and client satisfaction. Organized with capabilities in report completion, time management, and task prioritization.
Work History
Account Development Liaison
Cornerstone Hospice a Chapter Health Affiliation
Tavares, Florida
02.2025 - Current
- Cultivated relationships with hospitals and skilled nursing facilities, enhancing referral growth.
- Developed data-driven sales strategies quarterly to sustain admission increases.
- Engaged consistently with referral sources, reinforcing presence in healthcare community.
- Executed structured call rotations to ensure proactive outreach to all assigned accounts.
- Represented organization during engagements, aligning efforts with leadership's strategic objectives.
- Communicated regularly regarding quality metrics and clinical criteria with referral partners.
- Monitored account performance trends and adjusted strategies, driving revenue growth.
- Collaborated with cross-functional teams to effectively achieve organizational goals.
Client Care Manager
Assisting Hands Home Care
Winter Park, Florida
10.2024 - 02.2025
- Built strong client and family relationships to enhance communication and trust.
- Resolved client concerns through active listening and problem-solving techniques.
- Recognized by management for providing exceptional customer service.
- Coordinated caregiver schedules to maintain consistent client support.
- Trained and supervised staff on policies and procedures to ensure compliance and service quality.
- Utilized various software and tools to streamline processes and optimize performance.
- Achieved cost-savings by developing functional solutions to problems.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Credentialing and Contracting Specialist
Mirra Healthcare
12.2019 - 08.2024
- Oversaw credentialing processes for 13 medical groups, including PCPs and specialists.
- Managed recertification, hospital reappointments, NCQA requirements, and contract negotiations to ensure compliance and operational continuity.
- Renewed DEA licensing, updated medical licenses, and processed Medicare and Medicaid applications to maintain provider eligibility and regulatory compliance.
- Conducted PSV assessments, onboarding protocols, and malpractice application submissions.
- Monitored contractor performance to ensure adherence to contractual obligations and identify areas for improvement.
- Developed procurement documentation to ensure compliance with regulations.
- Analyzed market trends to enhance strategic sourcing decisions.
Dispatcher Manager
R&G Transporter Inc
07.2019 - 12.2022
- Optimized freight routes and loads to ensure efficient delivery schedules.
- Coordinated driver-client communication to ensure timely updates.
- Facilitated communication between warehouse personnel, customers, and drivers using phone and radio.
- Resolved logistical issues to uphold service quality standards.
- Negotiated competitive service rates, contributing to enhanced profitability.
- Conducted outbound and inbound calls for effective stakeholder communication.
- Administered timely processing of employee payments to sustain morale.
- Coordinated daily resident schedules and maintained medical records and files.
Member Service Sr. Manager
CenterWell Senior Primary Care
12.2017 - 07.2019
- Oversaw patient transportation, telemedicine services, and customer service retention initiatives to ensure seamless service delivery.
- Coordinated concierge services to significantly enhance patient experience and satisfaction.
- Developed partnerships with health plans to improve service delivery effectiveness.
- Addressed grievances through effective communication with patients and staff to foster a supportive environment.
- Addressed and resolved customer issues to maintain high service quality. to maintain service quality., demonstrating exceptional problem-solving capabilities.
- Managed daily operations for centralized scheduling and electronic medical records departments.
Manager, Credentialing & Grievances
CenterWell Senior Primary Care
08.2015 - 12.2017
- Managed daily operations for credentialing, customer service, and centralized scheduling, enhancing health plan relations.
- Oversaw cross-departmental activities to maintain compliance and streamline processes.
Manager, Customer Service
CenterWell Senior Primary Care
01.2011 - 08.2015
- Managed day-to-day operations of customer service, centralized scheduling, and health plan relations to ensure consistent service quality.
- Oversaw departmental functions to streamline workflow and improve service delivery.
- Coordinated cross-departmental activities to optimize operational effectiveness.
- Managed risk by developing and implementing effective risk management strategies.
Supervisor, Customer Service
CenterWell Senior Primary Care
01.2008 - 01.2011
- Oversaw departmental functions, ensuring seamless performance across marketing, customer service, and scheduling.
- Coordinated activities among marketing, customer service, and scheduling teams, driving optimal efficiency.
- Managed daily operations for marketing, customer service, centralized scheduling, and health plan relations.
- Enhanced relationships with health plans, improving service delivery and increasing client satisfaction.
Sales and Marketing Representative
CenterWell Senior Primary Care
02.2006 - 01.2008
- Developed marketing strategies to enhance patient engagement and elevate brand recognition.
- Implemented advertising strategies to boost visibility and engagement metrics.
- Fostered relationships with referral sources to boost patient enrollment and retention.
- Coordinated health fairs and events to increase visibility of senior health services.
- Conducted market research identifying trends and demographics for service optimization.
- Promoted community outreach initiatives to elevate public health awareness.
- Collaborated with healthcare teams to maintain consistent messaging for patient care options.
- Maintained accurate sales activity records using CRM software.
Education
ASSOCIATE OF SCIENCE DEGREE - Massage Therapy Associate
ANTHEM - HIGH-TECH INSTITUE
Orlando11.2004
ASSOCIATE OF ART -
UNIVERSITY OF PUERTO RICO AT ARECİVO
Arecibo, Puerto Rico08.2000
Skills
- Bilingual - English/Spanish
- Healthcare marketing and sales
- Sales strategy development
- Relationship management
- Customer service and client focus
- CRM proficiency
- Teamwork and collaboration
- Multitasking Abilities
- Sales demonstration
- Excellent communication
- Competitive analysis
- Target Mapping
- Cross-selling
- Credentialing in healthcare
- PECOS and CAQH expertise
- Medicare and Medicaid knowledge
- NCQA and URAC compliance
- CMS regulation knowledge
- Attention to detail
- Adobe and Microsoft
- Contract negotiation skills
- Performance monitoring techniques
- Account management
- Market research
- Effective communication
- Team collaboration
- Problem solving
- Active listening
- Cold calling
- Strategic planning
- Territory management
- Goal oriented
Certification
Lean Process Certified (PM-LPC), Management and Strategy Institute (MSI), In Progress 2024
Languages
Spanish
Native/ Bilingual
Timeline
Account Development Liaison
Cornerstone Hospice a Chapter Health Affiliation
02.2025 - Current
Client Care Manager
Assisting Hands Home Care
10.2024 - 02.2025
Credentialing and Contracting Specialist
Mirra Healthcare
12.2019 - 08.2024
Dispatcher Manager
R&G Transporter Inc
07.2019 - 12.2022
Member Service Sr. Manager
CenterWell Senior Primary Care
12.2017 - 07.2019
Manager, Credentialing & Grievances
CenterWell Senior Primary Care
08.2015 - 12.2017
Manager, Customer Service
CenterWell Senior Primary Care
01.2011 - 08.2015
Supervisor, Customer Service
CenterWell Senior Primary Care
01.2008 - 01.2011
Sales and Marketing Representative
CenterWell Senior Primary Care
02.2006 - 01.2008
ASSOCIATE OF SCIENCE DEGREE - Massage Therapy Associate
ANTHEM - HIGH-TECH INSTITUE
ASSOCIATE OF ART -
UNIVERSITY OF PUERTO RICO AT ARECİVO