DIEGO ISMAEL RIOS MORENO

Training New Employees

• Conducting comprehensive training for new employees, focusing on processes and procedures with the various providers we work with.
• Training on the use of digital platforms and websites necessary for performing job functions.

Housing Navigator Representative and Current Supervisor Assistant

• Serving as an assistant supervisor, providing direct support to team management and ensuring adherence to established processes.

Creation of Support Guides

• Developing new help guides and operational resources to ensure the team has access to clear and up-to-date information on procedures and platforms.

Sending Release of Information Forms

• Managing the distribution of Release of Information (ROI) forms to patients who wish to work with our organization, ensuring proper authorization for handling their information.

Authorization Submission via Provider Portals

• Submitting necessary authorizations through provider portals for members who qualify for services, ensuring proper integration of data into the respective systems.

Return Transmission Files Creation

• These Excel documents are used to track and manage the return transmissions related to client data or documentation. They serve as a record of the received information, ensuring proper follow-up and preventing any discrepancies during the processing stages.

Outreach Transmission Files

• The Outreach Transmission Files are utilized to manage and document communication efforts with clients or stakeholders. These files help track outreach initiatives, ensuring that no contact attempts are missed and that agents have easy access to relevant data when reaching out to individuals.

Enrollment Documentation

• The Enrollment Documentation file is used to store and organize all necessary paperwork and information related to the enrollment process. It helps streamline the enrollment workflow by consolidating required documents in a single, easily accessible location, ensuring that agents can quickly verify and process enrollments.

Creation of Excel Documents and Databases

As part of my role, I developed and maintained several Excel-based data sheets and databases to assist agents in their processes. These documents were designed to:

• Simplify Processes: By centralizing data and organizing it in an easy-to-use format, agents could quickly access the information they needed, minimizing time spent searching for relevant files.
• Increase Accuracy and Efficiency: Automated functions, such as formulas and filters, were integrated into these Excel sheets to reduce the risk of human error and improve the speed at which agents could process and update records.
• Streamline Workflows: These documents acted as a central hub for essential data, allowing agents to focus on their tasks without being bogged down by disorganized or fragmented information.
• Enhance Collaboration: The use of shared databases and Excel sheets allowed for seamless collaboration among team members, ensuring that all agents had access to up-to-date information in real time.

By creating these tools, I aimed to simplify the agents’ tasks, increase productivity, and ensure that all necessary data was accurately captured and easily accessible.

• Supervised and verified the information of individuals designated as guarantors for family members, friends, or acquaintances through confirmation phone calls.
• Carefully validated and reviewed all supporting documentation to ensure authenticity and compliance with established legal and procedural requirements.
• Conducted thorough verification of legal documents to confirm their accuracy, legitimacy, and relevance.
• Performed detailed investigations and rigorous validation of income-related information to ensure its reliability.
• Ensured all documents were free from forgeries, alterations, or unlawful edits, maintaining the integrity and accuracy of all processed data.

• Cultivated a professional demeanor when dealing with difficult customers, displaying empathy while remaining assertive in achieving desired outcomes.
• Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Researched accounts and completed due diligence to resolve collection problems.

• Self-motivated and highly responsible, with a strong sense of personal accountability.
• Excellent verbal and written communication skills, with the ability to interact effectively across all levels.
• Quick learner with a proven ability to adapt to new tools, systems, and environments.
• Comfortable working independently as well as collaboratively within team-oriented settings.
• Experienced in verifying and processing vehicle insurance information with a high level of accuracy.
• Proficient in reviewing, correcting, and updating data in internal portals to ensure consistency and accuracy.
• Skilled in validating and managing documentation to ensure full compliance with company policies and regulatory standards.