Luis De Jesus

Care Support Coordinator

Spring Health

Jun 2025 - May 2026 (1 year)

• Support patients with completing and submitting paperwork for mental health disability leave and workplace accommodations. • Serve as the main point of contact between patients, caregivers, healthcare providers, and insurance companies to ensure clear communication and timely follow-ups. • Schedule initial and follow-up appointments with caregivers, helping maintain continuity of care. • Assist members with navigating the platform and resolved technical issues to ensure a seamless experience. • Provide floor support to team members, offering guidance and assistance with complex cases or process questions. • Share process improvement ideas with leadership to help streamline workflows and strengthen patient communication.

C

Patient Referrals Coordinator And Services Rep.

Conviva Care Solutions

Jul 2023 - May 2025 (1 year 11 months)

• Processed laboratory and specialist referral requests in a timely manner, ensuring patients completed procedures ordered by their primary care physicians. • Reviewed and routed clinical documentation to ensure accessibility for primary doctors, nurses, and medical assistants. • Maintained ongoing communication with members and specialist facilities to coordinate referral orders, schedule appointments (including follow-ups and procedures), and confirm timely receipt of required documentation. • Monitored appointment adherence and followed up with patients and providers to support continuity of care. • Leveraged experience in coordinating patient transportation services, which involved managing complex scheduling, communicating with diverse

D

Client Service Associate Chat And Emails

Dr. Squatch Soap

Aug 2021 - May 2023 (1 year 10 months)

• Assisted customers with inquiries regarding order status, new purchases, and previous transactions. • Served as a product advisor, recommending solutions aligned with customers' preferences and needs. • Managed replacements and resolved complaints related to damaged, incorrect, or missing products, ensuring a positive customer experience.

M

Senior Quality Assurance Evaluator And Ops Support

Macys Call Center

Feb 2020 - Aug 2022 (2 years 7 months)

• Monitored phone and chat interactions to ensure adherence to established procedures and workflows. • Conducted coaching sessions focused on process reinforcement and strengthening soft skills to enhance service quality. • Prepared weekly performance reports and participated in team huddles with operations leadership, providing real-time quality metrics and service insights. • Developed support materials and reference guides to help agents improve efficiency and maintain performance standards. • Facilitated one-on-one mentoring sessions to support professional growth and performance improvement within the team.

A

Sales, Billing And Technical Support Agent

Altice USA, Former Cablevision Systems Of Norwalk, Ct

Jan 2019 - Feb 2020 (1 year 2 months)

• Assisted customers with cable, internet, and phone service inquiries and technical concerns. • Reviewed billing statements and explained service plans to ensure clarity and transparency. • Identified customer needs and recommended additional services or product upgrades when appropriate. • Performed basic technical troubleshooting and coordinated technician visits when on-site support was required.

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