Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Cassy Sotelo

Las Vegas,NV

Summary

Experienced leader with strong background in guiding large teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Practice Manager II - Medical Group

Intermountain Health
03.2022 - Current
  • Oversee workflow processes, outcomes, customer satisfaction and quality measures for two Senior Primary Care clinics
  • Monitor financial results, report variances and create action plans designed to meet budget objectives
  • Provide support to caregivers and providers which helped improve process flow and boosted efficiency
  • Selected to train and mentor new incoming practice managers.
  • Oversee a team of 6-10 Float Providers, strategically assigning coverage for clinic needs based on priority and specific requests
  • Project Lead for Neurometrix neuropathy devices in clinical settings. Responsible for training and educating Medical Assistants, generate pursuit lists and monitor project progress

CALL CENTER OPERATIONS MANAGER

INTERMOUNTAIN HEALTHCARE
01.2015 - 03.2022
  • Oversaw a 24/7 Patient Services Center operation with 140 employees
  • Trained and mentored Supervisors, Leads and Quality Assurance Specialists to contribute to the overall team’s success
  • Successfully centralized and integrated 50+ primary care and specialty clinics onto centralized Patient Services Center
  • Utilized Workforce Management software. Analyzed intraday, daily, weekly and monthly metrics (KPI’s) and SLA’s to look for opportunities to improve
  • Implemented a robust onboarding and training program to improve retention and employee satisfaction
  • Additionally oversaw Central Referrals Team operations with 52 employees from March 2020 - November 2021
  • Partnered with Utilization Management and Network Management leaders to ensure adherence of referrals being directed to priority contracted specialists
  • Collaborated with key stakeholders to establish best practices and workflows for quality management, performance management, and work processes to ensure an excellent customer service experience
  • Drove key initiatives that align with Company goals by working cross-functionally with internal and external departments

CUSTOMER SERVICE SUPERVISOR

BEST BUY
09.2008 - 04.2014
  • Created a culture among the team of continuous improvement through team engagement
  • Utilized behavior-based coaching and feedback techniques to ensure that all job duties and responsibilities of team members were safely completed in a consistent and accurate manner
  • Coached team members to ensure customers received courteous and efficient world class service
  • Generated and delivered daily, weekly and monthly productivity reports to Senior Management.

Skills

  • Strategic Planning
  • Coaching and Mentoring
  • Performance Management
  • Continuous Improvement
  • Operational Workflow
  • Client Relationship Building
  • Workforce Management
  • Microsoft Office Suite

Certification

  • Certified Medical Assistant, PIMA Medical Institute: 4/2014 - 2/2015
  • Supervising for Shared Success Certification - 9/2018 - 11/2018
  • Calabrio Workforce Management Training - 10/2019 - 11/2019
  • Continuous Improvement Certification Experience Training: 8/2021 - 10/2021
  • Women in Leadership Training: 8/2024 - Current


Timeline

Practice Manager II - Medical Group

Intermountain Health
03.2022 - Current

CALL CENTER OPERATIONS MANAGER

INTERMOUNTAIN HEALTHCARE
01.2015 - 03.2022

CUSTOMER SERVICE SUPERVISOR

BEST BUY
09.2008 - 04.2014

Similar Profiles

CREATE PROFILE
Cassy Sotelo