Open to opportunities

Israel Morales

@israelmorales

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Bilingual healthcare operations professional with extensive case management experience.

Puerto Rico

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What I'm looking for

I am looking for a role that values ethical integrity and supports health equity.

I am a bilingual professional with over a decade of experience in healthcare operations, medical billing, and case management. My career has been marked by a proven track record in high-volume call centers and technical environments, where I have honed my skills in claims processing and handling sensitive data in compliance with HIPAA standards. I am passionate about supporting investigative teams with precision and professionalism, always striving to advance health equity and organizational excellence.

Throughout my career, I have excelled in roles such as Customer Service Representative and Case Manager, where I provided end-to-end support and crisis management to clients. My analytical skills have allowed me to assess member needs effectively and align them with health plan benefits. I take pride in my ability to communicate clearly and empathetically, ensuring that clients receive the best possible care and support during challenging times.

In addition to my professional experience, I hold a Bachelor of Arts in Psychology, where I achieved a perfect academic index. My education has equipped me with critical thinking and problem-solving skills that I apply in my work daily. I am eager to leverage my expertise in a new role that allows me to contribute to meaningful healthcare solutions while continuing to grow professionally.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Inmediata Health Group

Mar 2025 - Jul 2025 (4 months)

Provided end-to-end support to clients, resolving technical inquiries about medical billing products and services. Identified customer needs and delivered tailored solutions in medical billing and EMR systems.

Customer Service Technical Support Medical Billing EMR Customer Relationship Management Data Entry Performance Metrics Microsoft Office

Case Manager (Bachelor)

First Healthcare or Puerto Rico, Inc.

Jan 2024 - Jan 2025 (1 year)

Provided 24/7 case management support, assisting individuals in crisis by conducting risk assessments and coordinating emergency interventions. Utilized clinical structured data to determine program service eligibility and assessed member needs against health plan benefits.

Case Management Crisis Intervention Risk Assessment Care Coordination Clinical Data Analysis Communication Active Listening Documentation Mental Health Services

Delivery Individual

Uber Eats

Dec 2018 - Jul 2021 (2 years 7 months)

Managed efficient and on-time deliveries, optimizing routes to minimize delays. Provided customer service and resolved problems related to deliveries.

Delivery Management Customer Service Problem Solving Time Management Logistics Independent work Communication Punctuality Navigation

Disputes Analyst

Humana, Inc.

Jun 2012 - Mar 2018 (5 years 9 months)

Analyzed disputes related to provider special contracts and tested technology for the company nationwide. Processed medical claims, trained coworkers, and aided policyholders and service providers through telephone interactions.

Dispute Resolution Medical Billing Customer Service Call Center Operations Training Development Data Analysis Communication

Security Guard

Genesis Security Services, Inc.

Jul 2009 - Jun 2012 (2 years 11 months)

Responsible for overnight surveillance of public schools and cooperated with local police and the National Guard Army on area surveillance. Ensured security and safety of premises.

Security Operations Surveillance Public Safety Risk Management Patrol Communication Teamwork Emergency Response

Customer Service Specialist

Office Max, Office Depot, LLC

Aug 2007 - Jun 2008 (10 months)

Catered to potential buyers and conducted product sales transactions. Performed annual inventory assessments.

Customer Service Sales Inventory Management Product Knowledge Retail Operations Communication Problem Solving Teamwork Merchandising

Customer Service

Supermercados Amigo, Sam’s West, Inc.

Jun 2004 - Nov 2005 (1 year 5 months)

Provided service to prospective buyers and handled product transactions. Restocked and organized merchandise, and maintained communal areas of the premises.

Customer Service Sales Merchandising Inventory Management Stocking Teamwork Communication Problem Solving

Education

Degrees, certifications, and relevant coursework

Universidad Interamericana de Puerto Rico, Metro

Bachelor of Arts, Psychology

2019 - 2022

Grade: 3.97

Activities and societies: Part of the National Honor Association; Part of the students on the federal program Upward Bound at Caribbean University College.

Attained a perfect academic index of 4.00 across core courses including General Psychology, Social Psychology, Methods and Techniques of Psychological Research, and Fundamentals of Statistical Reasoning. Proposed an experiment to identify teaching styles that may induce mathematical anxiety. Conducted a comprehensive review on the efficacy of CBT in adolescents diagnosed with Internet Gaming Disor

Asociación de Facturadores Médicos de Puerto Rico

Certification, Medical Billing

Completed training in medical billing, coding, and auditing. Received instruction on the Health Insurance Portability and Accountability Act (HIPAA). Gained knowledge in medical billing business development.

Colegio de Cinematografía, Artes y Televisión

Technician Diploma, Sound Engineering

Studied the creation, collection, modification, and reproduction of sound. Managed relevant technology in the music industry. Completed a practicum at The Lab Studios with Paul “Echo” Irizarry.

Universidad de Puerto Rico, Bayamón

Associate Degree, Materials Management

Completed two years of coursework in Materials Management. Gained foundational knowledge in the principles and practices of managing materials.

Escuela Manrique Cabrera, Rexville Superior

High School Diploma, General Studies

Activities and societies: Part of the National Honor Association; Part of the students on the federal program Upward Bound at Caribbean University College.

Completed high school education. Was a member of the National Honor Association and participated in the Upward Bound federal program at Caribbean University College.