Sofia Rivera Laboy
College Point, NY 11356
E-Mail: sofia.riveralaboy@gmail.com Phone: (347) 259-9946
Brooklyn College graduate and aspiring health administrator dedicated to assisting in the expansion of public health
initiatives. Passionate about the improvement in healthcare and the welfare of patients. Experienced in customer
service, healthcare, and research. Capable of exceeding goals, increasing productivity and performance in any
occupation. Excellent organization and communication skills. Recognized for punctuality, reliability and energy.
Excellent working knowledge of Microsoft Word, Excel and PowerPoint. Fluent in Spanish.
PROFESSIONAL EXPERIENCE____________________________________________________________________________
Centerlight Healthcare
4/2015 - Present
Member Services Representative
 Act as liaison between customers, providers and Centerlight Healthcare
 Ensure all incoming and outgoing phone calls are conducted professionally, timely, and accurately while following
Federal and State regulations.
 Provide explanation and interpretation of CenterLight plan benefits and appeal process as needed.
 Track, file, and input all technical documentation to ensure all customer accounts correctly reflect the activity that was
performed; simultaneously listen and accurately capture information and the interaction with the customer in a
database; complete all necessary paperwork, documentation, customer requests, and inquiries.
 Improve productivity and accuracy by monitoring incoming patient information, making sure it was saved and
forwarded to the appropriate Care Team
 Assist with updating and formatting department policies and procedures.
 Forward Member requests and concerns to the Care Management Team and follow through with requests by
communicating via email and phone with Care Team to ensure Member’s requests have been fulfilled.
 Promptly and accurately answer all inquiries via phone while answering and forwarding email messages and faxes.
 Provide Member eligibility information to Providers
 Improve CMS ratings by accurately answering questions related to Medicare part D during a test call.
 Knowledgeable in Medicare and Medicaid, plan terms and CMS regulations.
 Data entry.
 Maintain up-to-date knowledge of all organizational products and services; mentor colleagues as needed to ensure
information is shared across the department
Spreemo LLC
09/2014 – 04/2015
Client Relations Associate
 Served as central contact source between insurance companies, radiology centers, doctors and patients for worker’s
compensation claims.
 Reviewed the radiology market from the expertise of the radiologist to the type of equipment used.
 Maintained company effectiveness by accurately inputting diagnostic study referrals, receiving authorizations from
insurance clients and scheduling radiology appointments within 3 business days.
 Increased quarterly goals by scheduling over 20 radiology appointments per day
 Translated, screened and scheduled Spanish speaking patients for their diagnostic studies
 Resolved problems by clarifying issues, researching and exploring answers, alternative solutions and implementing
solutions
 Updated and responded to emails and voicemail requests from insurance clients in a timely manner
 Educated in types of diagnostic studies, procedures and screening questions.
 Retrieved, scanned and e-mailed diagnostic study reports to claim managers and treating physicians.
 Data entry
Metropolitan Hospital
Manhattan, NY
02/2014 – 09/2014
Patient Safety Volunteer
 Improved hospital patient care by conducting patient satisfaction and patient care surveys
 Increased hospital productivity and efficiency by conducting job satisfaction surveys
 Implemented change in job satisfaction by creating checklists and algorithms for each department
 Maintained implementation of change by conducting follow-up surveys
 Improved patient safety by creating, inputting and aggregating surveys and creating improvement graphs
 Assisted in the conduction of patient safety meetings by creating presentation slides on MS PowerPoint
 Reduced operating room delays and cancelations by documenting reasons for delays and cancelations and
implementing change
 Translated surveys for Spanish speaking patients and assisted in survey completion
 Used and navigated hospital software to make changes to medical records
EDUCATION____________________________________________________________________________________________
BA, Health and Nutrition, Concentration: Health
Graduation Date: June 2014