Lorenza Espinoza

• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
• Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
• Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
• Enhanced communication between clients and providers through consistent follow-ups and progress updates.
• Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
• Developed and implemented comprehensive case management plans to address client needs and goals.
• Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
• Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.

• Enhanced customer satisfaction by providing efficient and professional front desk support.
• Handled sensitive information discreetly, maintaining strict confidentiality at all times.
• Managed incoming phone calls, directing them appropriately to maintain professionalism and efficiency.
• Reduced waiting times for guests by efficiently managing appointments and scheduling.
• Supported staff members with various administrative tasks to improve overall workflow.
• Facilitated smooth check-in and check-out processes for visitors, ensuring a positive experience.
• Provided exceptional customer service through prompt response to inquiries and concerns.
• Maintained a welcoming environment by keeping the reception area clean and organized.
• Collect patient and client documents and information upon referral.
• Managed filing system, entered data and completed other clerical tasks.

• Updated case files accurately and promptly after each interaction with clients or changes in circumstances affecting their eligibility status.
• Reduced errors in application processing through diligent review of documentation and attention to detail.
• Increased client trust by maintaining strict confidentiality with sensitive personal information during interviews and throughout the application process.
• Contributed to team meetings by sharing insights from experience with various cases, fostering ongoing improvement within the department as a whole.
• Demonstrated empathy towards clients facing challenging situations while maintaining professionalism during all interactions.
• Maintained a high level of knowledge regarding program regulations, policies, and procedures to ensure accurate determination of eligibility.
• Resolved discrepancies with client applications to verify eligibility.
• Assisted clients with accurate eligibility form, application and document completion.
• Interviewed applicants and explained scope of different available benefits.
• Communicated with people from various cultures and backgrounds on application process.

• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Managed time efficiently in order to complete all tasks within deadlines.
• Paid attention to detail while completing assignments.
• Responsible for completing admitting registration and all paperwork via iPad signature on the main floors.
• Handled estimates of payment dues and taking payments on patient's accounts.
• Handled any shifts needed int he Emergency Room when needed.
• Provided services using the following programs: MS4, Cerner, flywire, Curae,and OneSource.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Receive and respond to incoming customer communication through phone, email, social media, online ordering, and written correspondence.
• Provide customer service using the following programs: ECHO, Payeezy, Copient, Finesse, CAP, and Nuance Chat.

1/19 - 11/19

Customer Representative

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
• Prioritize several different tasks with clients and external emergency providers until resolution is attained.
• Perform in a manner that is proficient in handling multiple computer programs and maneuver appropriately while engaging the customer on live calls.
• Creating, sending and processing Corporate Lease Agreements, Addendums, Pet Agreements, Arrivals, Welcome Letters, and Departures for Guest reservations.
• Provide timely feedback to management regarding service failures and customer concerns.
• Insure issue or problem resolution through completion or by escalation to the appropriate person.

8/17 - 1/19

Billing Coordinator

• Handle auditing of invoices for our Guest’s stay.
• Handle the processing of payments for all charges that our Guest is responsible for.
• Once payments are completed, I handle the confirmation of our Guest's reservations.
• Handle the reservation status when our guests have departed.
• Insure issue or problem resolution through completion or by escalation tot he appropriate person.
• Log all calls into the computer system and followup on calls as needed to ensure resolution and quality service.

8/12 - 1/16

Guest Service Coordinator

• Prioritize several different tasks with clients and external emergency providers until resolution is attained.
• Perform in a manner that is proficient in handling multiple computer programs and maneuver appropriately while engaging the customer on live calls.
• Creating, sending and processing Corporate Lease Agreements, Addendums, and Pet Agreements for Guest reservations.
• Provide timely feedback to management regarding service failures and customer concerns.
• Insure issue or problem resolution through completion or by escalation to the appropriate person.
• Log all calls into the computer system and follow up on calls as needed to ensure resolution and quality of service.