Amber Rosas
San Francisco,CA
Summary
Forward-thinking customer service specialist with 3+years focused on healthcare. Offering a comprehensive background in workflow management, customer relations, and budget management. A Solutions-driven lead who implements policies and procedures to drive increases in efficiency and productivity. Established and maintained a high level of trust with managers and colleagues, able to make independent decisions and juggle multiple projects. Well-developed communication skills and ability to resolve conflicts, earning respect from team and peers.
Overview
9
9
years of professional experience
Work History
Practice Coordinator
UCSF Medical Center Cardiology
06.2021 - Current
- Answered phone calls and assessed urgency of encounter and routed to nurses
- Promptly responded to messages from patients, providers and other staff in the clinic
- Filed prior authorizations before patient visits and followed up with insurances when required
- Called patients to schedule appointments and confirmed that they understood correct date and address of appointment, along with any pertinent information regarding the visit
- Ensured that any cancelled clinics we reschedule appropriately at a later date or coordinated with a rep
- To make sure that no conflicts arose with any follow up appointments.
- Enhanced patient experience by streamlining appointment scheduling and follow-up procedures.
- Ensured compliance with HIPAA regulations by implementing strict privacy policies throughout the practice.
Cardiology Contact Center Preceptor
UCSF Medical Center
08.2022 - 12.2022
- Implemented and modified standard work procedures to enhance workflow efficiency.
- Designed and conducted comprehensive training programs for contact center agents across various departments.
- Successfully conducted assessments to measure the effectiveness of training programs, leading to continuous improvement and enhanced performance of contact center agents.
- Successfully demonstrated live how standard work operates in daily patient interactions, actively addressing questions
- Supervised contact center agents during the practice of both offline and online standard work procedures.
- Provided hands-on guidance to agents as they practiced standard work, ensuring a thorough understanding of procedures and protocols.
Sales Supervisor
Warby Parker
06.2018 - 05.2021
- Lead weekly staff meetings to provide real-time updates on sales performance, ensure accountability, answer questions, and provide guidance to other team members
- Drive 90% customer retention rates through implementing new company policies and delegating tasks to staff members to deescalate customer conflicts
- Handled complicated orders that exceeded sales associates’ knowledge and ability, leading to increases in sales and customer satisfaction
- Advised customers on insurance procedures and how their benefits could be applied to their order
- Scheduled appointments for customers and monitored compliance with CDC guidelines, and maintained accuracy of appointment logs
- Ordered supplies for the store and adhered to monthly budget restrictions
- Executed prescription entry and complied with HIPAA compliance measures to protect patient privacy while ensuring accuracy.
Supervisor
DAVIDsTEA
05.2015 - 08.2017
- Built relationships with neighborhood businesses and community groups, strengthening the organization’s relationship with the local community and creating opportunities for partnerships
- Educated customers on the process of properly preparing tea and the differences between the different types of tea; cultivating a new clientele who are now loyal
- Designed and hosted in-store events to build a customer base and brand awareness.
Education
Bachelors of Arts Degree in Psychology -
San Francisco State University
San Francisco, CASkills
- HIPAA Compliance
- Office Administration
- Patient Scheduling
- Appointment Coordination
- Policy implementation
- Epic Systems
Area Of Expertise
- Communication
- Customer service
- Quality assurance
- Independent decision making
- Conflict resolution
- Critical thinking
Timeline
Cardiology Contact Center Preceptor
UCSF Medical Center
08.2022 - 12.2022
Practice Coordinator
UCSF Medical Center Cardiology
06.2021 - Current
Sales Supervisor
Warby Parker
06.2018 - 05.2021
Supervisor
DAVIDsTEA
05.2015 - 08.2017
Bachelors of Arts Degree in Psychology -
San Francisco State University