Lurena Rivera
Richmond
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Maximus Call Center
10.2021 - 06.2023
- Go over beneficiary Medicare coverage, Update or change coverage for Medicare or Marketplace health insurance, Resolve customer complaints, Research different insurance for beneficiary and enroll status, Make updates to consumer and beneficiaries account, Provide excellent customer service, Greet callers with respect and maintain professional courtesy throughout call
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Improved patient satisfaction by efficiently processing medical insurance claims and addressing inquiries.
Customer Service Representative
Fiserv Solutions
11.2020 - 10.2021
- Performed data entry for customer information, Managed client records, Provided policy and service information, Assisted customers with a warm and professional attitude, Answered general questions, Answered calls from clients and customers, Resolved customer information and complaints, Responded to claim inquiries
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Provided financial solutions tailored to individual client needs, promoting long-term financial stability for customers.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
Patient Access Representative
VCU Health Systems
01.2020 - 11.2020
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
International Customer Service Representative
UNITED PARCEL SERVICE
10.2016 - 07.2018
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Streamlined freight coordination processes by implementing efficient scheduling and tracking systems.
- Enhanced customer satisfaction with timely and accurate shipment updates and proactive issue resolution.
- Reduced operational costs by negotiating competitive rates with carriers and optimizing route planning.
- Ensured compliance with industry regulations, performing thorough audits on shipment documentation and procedures.
- Collaborated with cross-functional teams for effective communication and smooth coordination of freight movements.
- Maintained strong relationships with carriers, fostering trust and reliability in transportation partnerships.
- Mitigated risk of shipment delays or damages by closely monitoring cargo conditions during transit.
- Contributed to company growth with meticulous management of high-volume shipments during peak seasons.
- Expedited critical shipments by coordinating time-sensitive solutions with carriers and internal stakeholders.
- Generated detailed reports on key performance indicators to support continuous improvement initiatives within the department.
- Balanced priorities under high-pressure situations to maintain optimal service levels across multiple accounts simultaneously.
Patient Care Advocate
Minacs
02.2014 - 10.2016
- Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
- Streamlined administrative processes for improved efficiency in handling patient records and appointments.
- Reduced patient wait times by efficiently managing schedules and coordinating with medical staff.
- Provided emotional support to patients and families, fostering a positive atmosphere during challenging situations.
- Educated patients on medication management and self-care techniques, promoting adherence to treatment plans.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines at all times.
- Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.
- Improved the overall quality of care by participating in regular staff meetings and sharing feedback on best practices.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Managed effective communication between patients and providers by serving as a liaison for questions or concerns.
- Kept meticulous records of all relevant documentation within the electronic health record system for easy access by healthcare providers.
Member Representative
TLK GROUP
02.2013 - 03.2014
- Meeting daily and weekly percentages and overall goal for company, Supported branch in meeting goals by obtaining member referrals and taking ownership of member issues, Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor, Reviewed loan applications from credit union members to determine feasibility of credit eligibility, Cross-sold financial services aggressively to customers and followed up with existing account holders to offer new products, Consistently met identified team and client performance metrics, goals, and deadlines, Completed paperwork associated with merchandise, price adjustments, customer returns, and cash register operation, Answered calls or emails from customers and assisted with special requests or resolving complaints, Exceeded requirements in providing products and services to customers at all times, Acted as company ambassador, professionally delivering high level of service and high-quality support to every customer, Processed customers' product orders in collaboration with third-party fulfillment vendor, Responded to customer questions and complaints and documented consumer communications, Built strong knowledge of product line to assist customers in selecting products meeting highly personal needs, Utilized organization's computer system to look up and record information concerning member accounts, Completed and processed paperwork and records with attention to detail to ensure accurate entry of important data in company CRM, Managed inbound and outbound calls to respond to inquiries and resolve concerns, Provided expert service by communicating information to customers and following up on promises, Responded to concerns or complaints of members by taking prompt action, investigating and resolving wide range of issues, Prepared order sheets and sent out invoices and statements for payments due
Residential Counselor
J&M Adult Care Service
01.2010 - 08.2011
- Conducted tours, orientation and educational sessions for residents and families, Liaised between community programs and residents and counseled several community and assisted living residents, Conducted daily welfare checks and ensured that all resident needs were met by coordinating with facility staff, Supported personal needs of residents dealing with diverse conditions, Assisted residents with transitioning into new living environment and maintained strong relationships with residents, Provided mobility assistance such as walking and regular exercising, Created customized care plans, working with hospital staff and families to assess and meet individual needs, Maintained historical records by documenting system changes and revisions, Assisted offices with business development and customer service, Applied core knowledge, to effectively and promptly communicate sensitive or technical information while adhering to regulatory and corporate privacy guidelines, Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to ensure resolution
Education
No Degree - Medical Billing & Coding
Virginia College
Richmond, VA10.2011
High School Diploma -
North Lenoir High School
La Grange, NC06.2004
Skills
- Customer service
- Clinical data entry
- Insurance verification
- Document scanning
- Compile information
- 10 Key Data Entry
- Epic
- HIPAA
- Medical Office Experience
- Medical Terminology
- Medical Records
- Medical Coding
- Medical Billing
- EMR Systems
- Cold Calling
- Transcription
- Business Development
- Patient Care
- Financial Services
- Hospital Experience
- Medical Scheduling
- Microsoft Excel
- Data entry
- Microsoft Word
- Typing
- ICD-9
- Medical collection
Timeline
Customer Service Representative
Maximus Call Center
10.2021 - 06.2023
Customer Service Representative
Fiserv Solutions
11.2020 - 10.2021
Patient Access Representative
VCU Health Systems
01.2020 - 11.2020
International Customer Service Representative
UNITED PARCEL SERVICE
10.2016 - 07.2018
Patient Care Advocate
Minacs
02.2014 - 10.2016
Member Representative
TLK GROUP
02.2013 - 03.2014
Residential Counselor
J&M Adult Care Service
01.2010 - 08.2011
No Degree - Medical Billing & Coding
Virginia College
High School Diploma -
North Lenoir High School
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