Cindy Sanchez
Manor,TX
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
4
4
years of professional experience
Work History
Manager of Support Team Operations
Family Hospital Systems
Cedar Park , TX
09.2020 - Current
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Developed and maintained relationships with customers and suppliers through account development.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
- Evaluated report data to proactively adjust and enhance operations.
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Conducted performance reviews for all call center agents to reduce resolution times and improve customer satisfaction ratings.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Directed group of 12 support associates handling daily and complex requirements of Call center department.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
- Provided proper scheduling of patients, ensuring timely and effective allocation of resources and calendars.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Supervised staff of collectors, monitoring phone calls and letters.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Supervised 14 Support Specialists in providing excellent customer service to callers requiring assistance with billing and claims issues.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Patient Registration Representative
R1 RCM
Austin , TX
12.2019 - 10.2020
- Set up patients in system by documenting key data, confirming eligibility and verifying insurance benefits.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Accurately inputted patient and insurance information into company's computer system.
- Imaged and scanned patient and registration documentation into electronic patient record.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Visited patients' rooms to collect insurance and financial information required for registrations.
- Identified non-participating and out-of-network insurance plans and worked with patients and providers to address situations.
- Assisted patients in filling out check-in and payment paperwork.
Medical Records Specialist
Texas Orthopedics Sports And Rehabilition
Round Rock, TX
01.2018 - 01.2019
- Maintained patient records in compliance with security regulations.
- Processed medical records requests from outside providers according to facility, state and federal law.
- Maintained patient charts and accurately recorded new information.
- Kept accurate log of requests for medical information and records.
- Communicated effectively with staff, patients and insurance companies by email and telephone.
- Maintained relationships with medical providers, suppliers and reporters.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Managed electronic medical records for 200+ patients.
- Carried out day-day-day duties accurately and efficiently.
- Uploaded physician progress notes, history and physicals into electronic medical records.
- Adhered to established procedures for handling sensitive and classified documents to retain chain of custody integrity.
- Maintained relationships with physician to help in assisting of completing their clinic charts.
Education
High School Diploma -
Lyndon B Johnson
06.2009
Skills
- Performance Tracking and Evaluations
- Contract Development and Management
- Strategic Planning
- Managing Operations and Efficiency
- Customer Satisfaction
- Spanish Fluency
Timeline
Manager of Support Team Operations
Family Hospital Systems
09.2020 - Current
Patient Registration Representative
R1 RCM
12.2019 - 10.2020
Medical Records Specialist
Texas Orthopedics Sports And Rehabilition
01.2018 - 01.2019
High School Diploma -
Lyndon B Johnson
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