Marisol Perez is a veteran employee, having joined Nirvana Healthcare Management Services (NHMS) fifteen years ago. She and her staff of twenty-five are based at the Park Avenue (Orange) location. Like several other veteran staff members, Ms. Perez’s professional growth mirrors the growth of the company. Her current position is Director, Call Communications.
Marisol’s previous work experience included eight years with Valley National Bank (Nutley), where she honed her customer service skills. As Director of Nirvana’s Call Center, with a full-time staff numbering twenty-five, she is responsible for the provision of outstanding service to everyone who calls NHMS, whether patients, prospective patients, healthcare professionals, or vendors.
Ms. Perez’s senior staff members are trained to educate and train new staff members. Additional tasks include supervision of the Call Center’s 24/7 operation; scheduling; data-based evaluation of staff performance and productivity; interfacing with Human Resources to streamline hiring, training, and performance assessment; cooperating with administrators, clinic coordinators, and physicians to investigate and resolve patient concerns; and motivating staff to meet or surpass performance goals.
Ms. Perez loves Nirvana’s culture, and enjoys the fact that she and her staff have been able to create meaningful relationships and “treat each other like family.” She recalls an especially moving occasion—the Grand Opening of the 570 Park Avenue building in 2005. Marisol felt honored to be invited because, at the time, “I was working the front desk and had not yet achieved seniority. Nevertheless, here I was—side by side with physicians, department heads, other senior staff, close friends of the Salerno family, and the matriarch herself, Dr. Svetlana Salerno—at the ribbon cutting! At that moment, I felt deeply honored to be included in this amazing extended family. I continue to feel the same today!”
