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Luis Velez

@luisvelez1

Message

I support accurate, compliant healthcare operations across pharmacy, benefits, and customer workflows.

United States

Message

What I'm looking for

I'm looking for a healthcare operations or clinical support role where I can manage accurate records, protect sensitive information, research and resolve issues, and support high-volume workflows while continuing to learn healthcare systems and processes.

I've supported high-volume healthcare operations across Walgreens, IntouchCX, and Estée Lauder Companies via IntouchCX, handling sensitive information with accuracy and confidentiality.

At Walgreens, I supported pharmacy operations, prescription workflows, patient communications, inventory, and recordkeeping while following HIPAA, privacy, safety, and compliance procedures.

I've also supported insurance and benefits administration by researching accounts, verifying information in WEX and business systems, documenting case outcomes, resolving discrepancies, and escalating complex issues.

Experience

Work history, roles, and key accomplishments

Operations Agent

Estée Lauder Companies via IntouchCX

Sep 2025 - May 2026 (8 months)

Managed high-volume operational workflows while maintaining accuracy, confidentiality, and documentation standards. Reviewed and researched account, case, order, and customer information across multiple systems to identify and resolve issues.

Data Entry Documentation HIPAA PHI Confidentiality System Navigation Issue Identification Escalation Management High volume workflow management Excel Microsoft Word CRM Business Systems

Customer Service Specialist

IntouchCX

Feb 2025 - May 2025 (3 months)

Supported insurance and benefits administration processes involving customers, account information, and external insurance carriers. Utilized WEX and related systems to access, verify, update, and document customer and benefits information.

Insurance Administration Benefits Administration HIPAA PHI Confidentiality Wex Data Entry Documentation Customer Service Escalation Management High volume workflow management

Pharmacy Technician / Customer Service Representative

Walgreens

Oct 2021 - Feb 2024 (2 years 4 months)

Supported daily pharmacy operations in a healthcare environment while assisting pharmacists with prescription-related workflows. Handled protected health information (PHI) and confidential patient prescription information in accordance with HIPAA requirements.