Lilian Mercado

Results-driven customer service and healthcare operations professional with experience in member services, medical scheduling, insurance verification, patient intake, account resolution, collections, BDC sales, and high-volume inbound/outbound communication. Currently supports automotive customers through payment collection, account follow-up, insurance verification, CRM intake, and sales appointment setting while delivering professional, solution-focused service.

Collector / BDC Sales Representative - Wallace Automotive Group

(2026-07)

• Collect car payments and follow up with customers regarding past-due automotive payment accounts.
• Contact customers regarding insurance claims, verify current car insurance coverage, and follow up on required documentation.
• Set sales appointments and conduct customer intake, including entering new customer information accurately into the CRM.
• Contact customers to advise them when vehicle tags, titles, and other documents are available for pickup at the office.
• Manage customer communications across collection, insurance, sales, and administrative needs while providing professional and timely service.

Member Services Representative - ResultsCX

(2023-12 - 2026-05)

• Handled high-volume inbound calls for Sunshine Health Medicaid members and provided professional, accurate assistance.
• Submitted member claims and grievances while documenting information accurately and following established procedures.
• Updated patient/member demographics and maintained accurate account information.
• Verified Medicaid coverage and eligibility to support member inquiries and service needs.
• Reviewed patient medical records and related information while maintaining privacy, accuracy, and appropriate documentation.

Customer Service Representative - Nations Benefits

(2023-11 - 2024-06)

• Handled high-volume inbound customer service calls and addressed member questions professionally and efficiently.
• Verified insurance benefits and explained available coverage information based on member needs.
• Checked insurance eligibility and account status to provide accurate, timely information.
• Researched customer accounts and verified information to resolve questions and support appropriate service.
• Documented customer interactions accurately while maintaining professional communication and attention to detail.

Medical Scheduler - Convey Health Solutions

(2021-10 - 2023-11)

• Scheduled, rescheduled, and canceled patient appointments while coordinating accurate appointment information.
• Contacted doctor offices, facilities, and hospitals to request and coordinate faxing of patient medical records and referrals.
• Used Electronic Health Record (EHR) systems to access and review patient medical records and medical history.
• Coordinated referral and medical-record information to support timely patient scheduling and care coordination.
• Handled patient and provider communications professionally while maintaining accurate records and protecting patient privacy.

GED - Indian River State College