Jose M. Serrano Alicea

Experience

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  Royal Caribbean Cruises, Ltd.

  May 1992 - Nov 1993

  Embarkation Agent
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  Triple-S

  Nov 1992 - Sept 1995

  * Provider customer service for a Medicare Part B carrier in a call center environment* Provided orientation to doctors, health facilities and medical equipment companies regarding Medicare Part B coverage rules and regulations* Met with providers face-to-face when requested* Assisted providers with billing issues and helped them have their claims adjusted when applicable * Responsible for answering all written correspondence sent by providers for a Medicare Part B carrier* Responses were based on Medicare coverage rules and regulations* Correspondence was sent by providers, beneficiaries, government officials and congressmen* Responsible for receiving telephone calls requesting review of insurance claim denials* Processed claim adjustments whenever review favored provider* Promoted to Professional Relations Representative

  • Medicare Part B Professional Relations Representative

    Jul 1994 - Sept 1995

  • Medicare Part B Correspondent

    Nov 1992 - Jun 1994
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  Pietrantoni Mendez & Alvarez LLC

  Apr 2004 - Sept 2005

  Corporate Paralegal

  * Performed substantive legal assistance duties for corporate division of a mid-size law firm* Drafted letters directed to clients, attorneys and the courts* Performed legal research and drafted motions and memoranda of law for filing with the courts* Responsible for obtaining certifications and other documents from administrative agencies* Corporate registration and setup including applying for and obtaining permits and licenses* In charge of drafting corporate minutes and resolutions* Responsible for coordinating and participating in meetings with attorneys, clients and government officials for problem-solving purposes* Organized documents and actively participated in commercial loan closings Show less

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  Oficina del Comisionado de Asuntos Municipales

  Jan 2009 - Jul 2010

  * In charge of managing Puerto Rico's State Community Development Block Grant* HUD grant for the revitalization of low-to-moderate income communities* Responsible for administration of approximately $180 million in federal grant money* In charge of development and implementation of the State's Consolidated 5-Year Plan* In charge of development and implementation of the State's Annual Action Plans* Responsible for compliance with Program rules, guidelines, standards and reports* Managed the agency's Federal Programs Department consisting of 17 full-time employees* In charge of communicating with mayors, Federal and State officials regarding the Program* Responsible for representing the Municipal Affairs Commissioner at meetings public appearances Show less * In charge of coordination and supervision of the Agency's Homeownership Program* Program goals are to provide closing cost assistance to qualifying low-to-moderate income families toward the purchase of their first home* Responsible for promoting benefits of the Program to banking associations, nonprofit organizations and the public in general* Responsible for providing orientation about Program operation to municipal liaisons* In charge of evaluating case documentation sent by municipal officers* In charge of generating and filing purchase orders for case fund assignment* In charge of preparing assignment letters and obtaining Commissioner's signature* Responsible for maintaining a log of all case activity* Responsible for assuring compliance with Program deadlines* Responsible for drafting the Homeownership Program section of the Consolidated Annual Performance Evaluation Report (CAPER)* Promoted to Assistant Commissioner for Federal Programs Show less

  • Assistant Commissioner for Federal Programs

    Sept 2009 - Jul 2010

  • Special Assistant to the Commissioner

    Jan 2009 - Sept 2009
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  Oficina del Procurador del Veterano

  Jul 2011 - Apr 2013

  Liaison Officer

  * In charge of monitoring the administration and operation of the Puerto Rico State Veterans Home* Oversaw daily operations and reported directly to the Puerto Rico Veterans Avocate* Assured administrative compliance with all Federal and State legal, fiscal and clinical requirements* In charge of evaluating applications for admission to make eligibility determinations* Responsible for representing the Veterans Advocate in all administrative meetings* Responsible for assisting the administration in promoting and marketing the institution* Responsible for assisting the administration to maintain adequate occupancy standards* In charge of assisting residents with applications for veterans' benefits Show less

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  FHC of Puerto Rico

  Apr 2013 - Nov 2013

  Case Manager

  * Call center environment at a Managed Behavioral Health Organization (MBHO)* Made clinical determinations for mental health benefits insurance coverage* Responsible for using multiple platforms for adequate record-keeping and letter generation* Consulted with psychiatrists whenever further analysis was required* Responsible for answering clinical consultations from customer service representatives* Responsible for Federal and State standards compliance regarding mental health benefits* Took over calls from patients in crisis for deescalation* Activated emergency protocols when necessary* In charge of evaluating full and partial hospital applications for inpatient coverage* Responsible for call center operations during evening and night shifts Show less

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  Inktel Contact Center Solutions

  Jun 2014 - May 2016

  * Develop training materials for the FLDOE team* Serve as trainer for newly hired customer service representatives* In charge of ticket quality assurance evaluation and reporting* In charge of generating statistical reports and providing interpretive opinions as required* Responsible for team communications with client and company administrative personnel * Help users to access multiple online applications using a Single Sign-On solution* Instruct and guide users as to web site navigation and resource utilization* Call center environment* Assigned to the Florida Department of Education account* Promoted to Team Lead in less than one year after hire

  • Team Lead

    Apr 2015 - May 2016

  • Customer Service Representative

    Jun 2014 - May 2016
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  211 Broward

  May 2016 - now

  * Responsible for assisting the Chief Operations Officer with the overall operation of the 2-1-1 Broward Helpline and related Helpline services* Monitor and provide the daily services and activities of the Helpline program*Assume responsibility for the Helpline in the absence of the Director of Helpline Services* Provide support and consultation to 2-1-1 Broward counselors in managing Helpline calls* Manage the Helpline client's complaints or inquiries* Provide daily oversight for specialized programs and assign cases to specialists accordingly Show less * Responsible for provision of information, referral, telephone reassurance, listening, crisis intervention and suicide prevention services to Helpline callers, as well as other agency support services* Responsible for responding appropriately to caller requests for information and/or community services and referring callers to existing community resources based on eligibility, geographic location, availability, and appropriateness* Assigned to work as a specialist with care coordination cases involving families that have children with behavioral or developmental needs* Assigned to work as a specialist following up with clients to complete quality assurance surveys Show less

  • Crisis Services Manager

    Feb 2022 - now

  • Family Services Manager

    Jun 2021 - Feb 2022

  • Specialty Services Supervisor

    Mar 2020 - Jun 2021

  • Team Leader

    Jul 2018 - Mar 2020

  • Helpline Counselor

    May 2016 - Jul 2018