Sergio Torrez Email and Phone Number

● Established a customer base while working face-to-face with a diverse array of professionals, ethnicities, and tax brackets.● Utilizing communication skills and marketing strategies.● Worked alongside a financial institution to determine specific qualifications of potentialcustomers and clients.Negotiated financial feasibility, overcoming roadblocks, and closing sales.● Assessed client needs, negotiated prices, and assisted customers through the credit approval process.● Achieved and maintained the highest levels of customer service and satisfaction.● Supported and mentored new sales associates according to corporate guidelines anddealership requirements.● Followed up on all sales leads from a variety of sources.

● Coordinate admissions process (300+ bed facility) for all new and returning patients from Hospitals or other skilled nursing homes.● Coordinated the inquiry and admission process and provided customers with information via facility tours, personal visits/assessments, conversation, and follow-up.● Coordinated in house departments to ensure completion of all tasks prior to patient arrival.● Developed relationships with Physicians, Social Workers and families to ensure proper placement of patients and excellent customer service.● Facilitated, organized and maintained tracking logs, fact sheets, room change logs, and all inquiry sheets.● Reviewed Medicare and non-Medicare insurance benefits to ensure coverage and completion of mandatory forms and pre-certification requirements.● Analyze admissions data and referral patterns for effective and sustained business development.● Ensure that patients, family, physicians, and referral sources have a positive experience and admission process and engaged in service recovery when needed.● Tracked daily census, including admissions, discharges, hospital transfers and bed holds, applying ICD-9-CM codes to all diagnoses at time of admission.● Conducted family tours (2-3 daily), educating families regarding what to expect from transition and environment, answered any questions.

● Conducted thorough research to address patient and insurance company issues regarding physician signature errors, mask screens and associated needs. Contacted 20-50/daily insurance company representatives and patients to address account issues with timely and corrective measures.● Researched demographic and insurance information for completeness to correct any deficiencies and prevent delays in collection efforts.On average, completed 100+ claims daily by ensuring claim files were properly documented and coded correctly.● On average, completed 75+ claims each day by ensuring claim files were properly documented and coded.● Worked proactively with other departments in identifying and resolving account receivable related issues.● Increased operational efficiency and company's profitability by timely and accurately posting payments from patients and insurance companies. (Private Insurance, Medicaid, Medicare, and Workers Compensation).

● Built and maintained healthy relationships while interfacing confidently with people of diverse levels and backgrounds resulting in increased business.● Responsible for guaranteeing patients satisfaction by ensuring top-notch customer service, listening to the needs of the patients and family members, resolving 95% of complaints and providing advice and recommendation based on customer needs.● Performed duties of a concierge for the unit and answered phone calls, including patient's intercom phones.● Responded to a wide variety of questions and needs, in person and on the phone. Used problem-solving skills to assess and resolve issues.● Built relationships and trust through empathetic listening and respect.● Assisted nurses, managers and directors with special projects and new initiativeimplementation.● Conducted training to new staff.● Made sure rooms were cleaned and well maintained for in-house patients or futurearrivals.

● Achieved sales goals through product recommendations to guests.● Manage large sums of money daily.● Assisted with the flow of guests by taking food and drink orders as needed.● Monitoring the status of placed orders and encouraging the workers towards enhancedproduction.● Set up, replenishment, and take down of food stations and hot food wells● Assisted with facility clean-up.● Maintained a cheerful, friendly attitude towards customers while correctly operating thecash register.● Performed other duties as assigned by the manager.● Resolved customer needs using professionalism and sensitivity.● Transformed "difficult" customers into loyal, repeat guests.● Carried out opening or closing duties.