Joel Perez Email & Phone Number

Brandon, Florida

• Workflow and implementation analysis for billing best practices at the client level• Oversee and streamline billing and collections processes• Month-end closing of the billing group information• Plan and implement quality assurance for all processes• Special program/billing planning and implementation • Personnel development; staff meetings • Staffing discussions and planning/interviews; Team building• Field Operators’ problem escalation and customer service• Assist with the implementation of a new billing system• Proven ability to perform strategic planning and priority setting for a billing department• Proven track record for improving process efficiencies and solving problems• Strong leadership skills with an ability to motivate direct reports• Manage multiple projects concurrently• Exceeded revenue cycle targets & goals by 90%• Improved revenue at an account level through further education and strategic plans• Visit key clients to review, resolve, and reduce errors throughout Georgia & Florida• Coordinate & educate sales representatives on any collaborative client visits• Act as liaison for customer issues as necessary and communicate to the appropriate dept.• Met bi-weekly goals and monthly production by 80%• Provide training and oversight of client portal; increased use of client portal on sites and activated over 400 accounts

Elmwood Park, Nj

• Develop digital and print educational material (e.g. videos and manuals)• Organize classroom-style seminars about product features and sales techniques• Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)• Identify individual and team skills gaps• Schedule regular training sessions (e.g. monthly or quarterly)• Ensure new hires take on basic sales training courses, including communication and troubleshooting skills• Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)• Coordinate mentorship programs for new customer service representatives• Assess the impact of each educational course on staff performance and client satisfaction• Maintain updated records of training curricula and material• Articulated the company’s mission/vision in all communications by focusing on customer needs and quality control• Provided Excellence Training to over 120 participants, courses included:- Empathy, Enthusiasm, Ownership, Responsibility, Adaptability, Balance, Resiliency- Listening skills and questioning techniques- Handling irate customers- Seven forbidden phrases (what not to say, what to say instead)

Elmwood Park, Nj

• Proficient in providing accurate and appropriate information in response to client inquiries.• Knowledgeable in both Clinical Technical & Billing process & procedures• Collaborated with co-workers in different projects, improving service and processes

Nutley, Nj

• Assist customers with routine account-related requests such as: funds transfers, automatic funds transfers (AFTs), stop payments, inquiries about bank deposit products and service charges, inquiries about ATM and debit card usage and limits, inquiries about checking and savings accounts transactions, inquiries about funds availability, and check verification requests by third parties.• Research and resolve customer problems, acting as the customer liaison between other bank departments when necessary. • Cross-sell bank products and services based on customer needs in accordance with the banks’ program standards.