Giselle Muñoz Collazo
Toa Baja
Summary
Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.
Overview
7
7
years of professional experience
Work History
IPA Coordinator
MLP, CORP
SAN JUAN
01.2021 - Current
- Developed strategies to improve operational procedures and reduce costs.
- Monitored inventory levels and ordered additional supplies as needed.
- Facilitated communication between different departments in order to resolve issues quickly.
- Resolved customer complaints in a timely manner while upholding company standards.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Resolved customer complaints or answered customers' questions.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Provided guidance and resources on health related topics to individuals and families.
- Collaborated with other healthcare professionals to coordinate services for clients.
- Maintained accurate records of client interactions and data collected from surveys or interviews.
- Conducted research to identify trends in health care needs within the community.
- Facilitated referrals for medical or social services as needed by clients.
- Provided information about available public benefits such as Medicaid or Medicare coverage.
- Communicated with patients with compassion while keeping medical information private.
- Explained policies, procedures and services to patients.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Maintained records management system to process personnel information and produce reports.
- Maintained communication and transparency with governing boards, department heads and medical staff.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
- Kept informed of advances in medicine and computerized diagnostic and treatment equipment.
Case Manager Coordinator
MPL, CORP
SAN JUAN
01.2022 - 12.2022
- Developed and implemented case management plans for clients to ensure their needs were met.
- Created and maintained client records, tracking progress towards goals.
- Conducted home visits to assess individual needs and provide support services.
- Assisted with the coordination of care between providers, families, and other community resources.
- Provided crisis intervention services when needed.
- Collaborated with healthcare professionals to ensure continuity of care for clients.
- Maintained accurate documentation of all activities related to client cases.
- Monitored client progress towards goals set by case managers or social workers.
- Coordinated referrals for mental health services, substance abuse treatment programs or other necessary services.
- Assessed client eligibility for government benefits such as Medicaid or Social Security Disability Insurance.
- Researched available resources in the community that could benefit clients' recovery process.
- Organized transportation for clients who lacked access to public transportation or private vehicles.
- Attended workshops and seminars related to case management practices.
- Discussed client advocacy and referral services, supporting families with education and resources.
- Promoted collaboration across multiple service lines to support and clients.
- Developed written guidelines and procedures to successfully deliver case management services.
- Monitored and kept meticulous records of patient treatment plans and response of patient to medication.
- Maintained up-to-date case records with case activity status.
- Provided referrals to appropriate medical, mental health, and social services.
- Collaborated with multidisciplinary teams to provide holistic support to clients.
- Participated in professional development opportunities to stay current with best practices in case management.
- Managed caseloads effectively, ensuring timely documentation and reporting.
- Assisted clients in setting realistic goals and developing action plans.
- Educated clients and their families about their rights and available community resources.
- Utilized case management software and databases for efficient information tracking.
- Maintained confidentiality and adhered to professional ethics and standards.
- Coordinated comprehensive care plans for clients to meet their individual needs.
- Monitored client progress through regular follow-ups and case reviews.
- Advocated on behalf of clients to secure necessary services and support.
- Developed and maintained relationships with community resources and service providers.
- Implemented crisis intervention strategies as needed to address emergent client issues.
- Consulted with staff on resolution of complex service issues.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Identified barriers to client success and developed strategies to overcome them.
Call Center Representative
MPL, COPR.
SAN JUAN
01.2022 - 12.2022
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Performed outbound calling campaigns to promote new products or services.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Updated customer accounts, addresses and contact information within call management databases.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Assistant Administrator
JK LOGISTICS
TOA BAJA
01.2019 - 12.2021
- Organized and maintained filing system for all documents related to administration, such as contracts, personnel records, customer data.
- Answered phone calls, responded to emails and directed inquiries to appropriate staff members.
- Provided general administrative support including scheduling appointments, preparing documents, processing invoices and organizing meetings.
- Maintained office supplies inventory by checking stock levels and ordering new materials when needed.
- Greeted visitors at reception area and provided assistance as necessary.
- Performed data entry tasks into company database system on a daily basis.
- Generated weekly status updates highlighting progress made towards project goals.
- Oversaw inventory purchases, restocking, and organization.
- Facilitated and tracked communication between employees, departments, vendors, and other stakeholders.
- Checked office stock to determine supply levels and maintain inventory.
- Improved office organization by developing filing system and customer database protocols.
- Analyzed operational processes and recommended improvements to enhance efficiency.
Cashier
Tito Pizza
Toa Baja
01.2018 - 12.2019
- Greeted customers and answered any questions they had about the store's products and services.
- Collected payments and provided accurate change.
- Issued receipts, refunds, credits or change due to customers.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Greeted customers and provided friendly customer service.
- Assisted in preparing food items such as sandwiches or salads when necessary.
- Performed opening, closing duties such as restocking supplies and cleaning counters, tables, floors at the end of each shift.
- Ensured compliance with health codes by adhering to hygiene standards during preparation of food items.
- Took orders, prepared foods and processed payments in full-service establishment.
- Kept customer and food preparation areas clean and well-organized.
- Verified orders and bagged items for easy transport.
- Kept check-out areas clean, organized and well-stocked to maintain attractive store.
- Built and maintained productive relationships with employees.
- Counted and balanced cashier drawers.
- Processed customer payments quickly and returned exact change and receipts.
Education
Some College (No Degree) - Medical Milling Certification
Program Inmediata AFAMEP
San JuanHigh School Diploma -
Bayamón Military Academy
BayamónSkills
- Work Planning and Prioritization
- Multitasking and organization
- Medical billing
- Decision-making
- Project Support
- Conflict resolution
- Task prioritization
- Client coordination
- Medical terminology
- Patient registration
- Problem-solving
- Customer service
- Discretion and confidentiality
- Professional networking
- Schedule coordination
- Insurance verification
- MS office
- Document management
Languages
Spanish
First Language
English
Beginner
A1
Timeline
Case Manager Coordinator
MPL, CORP
01.2022 - 12.2022
Call Center Representative
MPL, COPR.
01.2022 - 12.2022
IPA Coordinator
MLP, CORP
01.2021 - Current
Assistant Administrator
JK LOGISTICS
01.2019 - 12.2021
Cashier
Tito Pizza
01.2018 - 12.2019
Some College (No Degree) - Medical Milling Certification
Program Inmediata AFAMEP
High School Diploma -
Bayamón Military Academy
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