Summary
Work History
Education
Skills
References
Timeline
Generic

Desiree Pozo

San Diego,CA

Summary

Motivated and engaging leader with 20+ years of healthcare industry experience, dedicated to assisting employees in developing top-notch knowledge and skills in the healthcare system. Advanced skills in planning, organizing, and prioritizing work.

Work History

Trainer

Sharp Healthcare
San Diego, CA
07/15/19 - Current
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Worked with subject matter experts to validate relevancy of content.
  • Created tests, exercises and role-plays for courses to verify competency.
  • Supervised classroom during training delivery to determine if staff followed classroom guidelines and fulfilled necessary requirements of course objectives.
  • Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
  • Established trusting relationships with senior staff to support audit objectives.

Senior Customer Service Representative

Sharp Healthcare
San Diego, CA
07/01/10 - 07/12/19
  • Assisted customers by answering questions, addressing concerns and providing current account information.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
  • Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
  • Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
  • Mentored junior team members and managed employee relationships.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Examined calls to detect and report errors and irregularities.
  • Worked closely with management to discuss external audit results and action plans.
  • Helped employees feel valued and supported on interpersonal, customer and operational issues.
  • Organized, allocated and verified utilization of resources for daily operations.
  • Encouraged, empowered and motivated team to accomplish objectives.
  • Spearheaded rollout of new software, enabling organization to be successful.

Education

San Diego

Skills

  • Student Engagement
  • Online Instruction
  • Program Management
  • Curriculum Planning
  • Lesson Planning
  • Course Development
  • Materials Preparation

References

References available upon request.

Timeline

Trainer

Sharp Healthcare
07/15/19 - Current

Senior Customer Service Representative

Sharp Healthcare
07/01/10 - 07/12/19

San Diego
Desiree Pozo