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Demonstrated experience with Healthcare Operations.
Demonstrated experience with Claims Management.
Demonstrated experience with Client Operations.
Demonstrated experience with Crisis Resolution.
Demonstrated experience with Customer Service.
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Professional profile
Experiencia
Key Account Manager (Johnson&Johnson)
Medical campaigns (logistic). Direct treatment with providers. Support with other departments. Direct communication with client. Post sale follow up
Customer Service/TL backup
Direct assistance to clients associated with New York Life.. Management of clients to the correct departments to receive the required attention.. Management of state and federal benefits.. Report and control of time use during work absences.. Average management and control of 300 calls per week.. Customer service quality >93%.. Daily metrics report.
Claims Sr Analyst
Direct assistance from the Deputy Director of Operations.. Customer service in person and remotely.. Evaluation, authorization and settlement of expense reimbursements to partners and suppliers in LATAM and Brazil for medical emergencies. Case management of claims received as well as reporting on the refund or direct payment process.. Coordination of 6 Agents.. Support in the National Medical area in the management of ground ambulance dispatch (scheduled, urgent/emergency), home medical assistance, telephone medical advice and scheduling specialized consultations for our insured through various providers throughout Mexico.. Coordination of executive transportation for VISA cardholders in the CDMX area.
Assistant General Manager
Assistance to General Management and Operations Departments.. Agenda Control.. Management of scheduled reservations by Directors, Managers or Clients.. Accounts receivable, capture and sending of invoices, collection of fixed and temporary income, sending of receipts to foreign companies.. Purchases, quotations, PO's, assistance via email and telephone with foreign and local personnel, organization of operators.. Supplier Administration.
Account Operations Coordinator – Corporate Healthcare Account (Johnson & Johnson)
Achieved seamless operational management of a corporate healthcare account through careful coordination of purchasing, supplier interactions, billing follow-ups, and service delivery.. Delivered accurate client quotations for approval, leading to improved client satisfaction through timely follow-ups.. Successfully coordinated collection and delivery of physical and digital results, enhancing communication with clients and partners.. Served as an operational liaison, streamlining communication between client internal teams and external providers to optimize service delivery.. Proactively followed up on client requirements, including recruitment, protective equipment, and medical supplies, ensuring all needs were met.
Customer Operations Specialist / Team Lead Backup
Provided bilingual customer support for New York Life clients in insurance and benefits operations.. Managed over 250 client interactions weekly while maintaining high service quality.. Assisted with state and federal benefits processes (FMLA, STD, PFL) by facilitating documentation and case follow-up.. Logged and tracked time-use and work absence cases accurately.. Compiled daily reports on performance and operational metrics.. Supported team lead by organizing workflow and ensuring operational continuity.
Senior Claims Analyst
Provided direct operational and administrative support to the Deputy Director of Operations, coordinating across Claims, Medical, and Finance teams.. Resolved high-impact reimbursement and cashless cases by managing approvals and follow-up with Finance to ensure timely processing and client satisfaction.. Coordinated nationwide medical services, securing faster provider arrival times for ambulances, home medical assistance, and urgent care.. Managed end-to-end claims cases, including documentation, reporting, and payment tracking for LATAM and Brazil.. Supervised and coordinated a team of 6 agents, supporting workflow organization and service quality.
Project Operations Assistant/ Business Development
Supported business development and commercial operations for U.S.-based B2B packaging company through prospect research, CRM management, outreach, and pipeline follow-up, contributing to sales growth.. Researched and qualified U.S.-based B2B prospects, identifying potential packaging needs and business opportunities.. Maintained accurate prospect information, interaction notes, and follow-up activities using Zoho CRM, RingCentral, and Excel.. Supported the discovery process by gathering product requirements and specifications needed for potential packaging projects.. Assisted with pipeline organization and received product training across labels, pouches, boxes, shrink sleeves, and other custom packaging solutions.