Open to opportunities

Niria Velazquez

@niriavelazquez

Patient Service Representative with 10+ years delivering accurate, high-volume support and data entry across EHR and CRM systems.

United States

Message

What I'm looking for

I’m looking for a role where I can deliver high-volume, accuracy-first customer support—providing timely order/patient updates, resolving complex questions, and documenting every interaction in EHR/CRM systems while maintaining strong Quality Assurance and bilingual service.

I’m a Patient Service Representative with 10+ years of high-volume customer service and administrative support experience, focused on precise data entry and clear, timely communication. I bring a supportive, corporate approach to resolving complex inquiries and improving the patient/customer experience.

In my current role, I coordinate seamless care transitions by collaborating with healthcare providers to deliver accurate status updates. I enter patient information with 100% accuracy into electronic health records (EHR) and web-based tools, while resolving complaints and implementing corrective actions to maintain person-centered care.

I’ve also delivered high-quality online and call-based support, including answering high-volume resident and claimant questions using state web-based tools and maintaining detailed records in CRM and other systems. I consistently meet Quality Assurance metrics for written accuracy and response time, while tackling complex technical issues with cross-functional teams.

Beyond customer support, I’ve completed full-cycle recruitment work, including sourcing, interviewing, and managing candidate data in an Applicant Tracking System (ATS) with corporate accuracy standards. I’m bilingual in English and Spanish and bring a strong operational focus on documentation review, process improvement, and safety-minded follow-through.

Experience

Work history, roles, and key accomplishments

Patient Service Representative

IQVIA Health

May 2021 - Oct 2025 (4 years 5 months)

Coordinated patient care transitions by partnering with healthcare providers to deliver clear status updates and follow-ups. Maintained 100% accurate EHR/web-based data entry, resolved patient grievances, and enforced safety protocols and documentation in a high-volume clinical environment.

Patient Communication Grievance Resolution Case Management Documentation Review Quality Assurance CRM Software Customer Service

Scheduler / Online Support

NTT Data Services

Feb 2021 - Jun 2021 (4 months)

Answered vaccine-phase inquiries for Maryland residents using state web-based tools to provide accurate, timely information. Logged interactions and technical solutions in a CRM system, collaborated with cross-functional teams to resolve issues, and met QA metrics for Written English accuracy and response time.

Customer Support Vaccine Phase Guidance Cross Functional Collaboration Quality Assurance Response Time Management

Bilingual Unemployment Claims Rep

Atos/Indotronix

Sep 2020 - Dec 2020 (3 months)

Provided bilingual support to unemployment claimants regarding claim status and payment concerns with objective, exceptional customer service. Entered and updated sensitive claimant information in state databases with strict data accuracy controls and led team meetings to share trends and best practices for claims processing.

Unemployment Claims Support Bilingual Communication Quality Control Fact Finding Customer Service Process Improvement

Bilingual Call Center Representative

National Wholesale Supply

Feb 2020 - Mar 2020 (1 month)

Handled high-volume inbound calls, consistently exceeding call-handling metrics and service level agreements. Provided order confirmations and status updates while troubleshooting technical issues using the company catalog system, and resolved escalated customer complaints with empathy and professional written English.

Inbound Calls Order Confirmation Customer Service Escalation Management Data Integrity

Pharmacy Representative

Marley Drug

Mar 2018 - Apr 2019 (1 year 1 month)

Answered patient inquiries and resolved medication-related questions while providing supportive customer care. Entered prescription data with high-speed accuracy, verified prescription orders for correctness, and shared cost-saving generic alternatives for order status and pricing inquiries.

Order Verification Generic Alternative Guidance Documentation Review Customer Service

Onsite Recruiter

Monroe Staffing

May 2012 - Apr 2015 (2 years 11 months)

Managed full-cycle recruitment for onsite positions, including sourcing and interviewing qualified candidates. Maintained candidate records in an applicant tracking system (ATS), produced recruitment reporting with accuracy standards, and improved quality-of-hire through pre-employment assessments and skills testing.

Full Cycle Recruiting Applicant Tracking Systems Recruitment Reporting Pre Employment Tests Skills Testing Process Improvement