Janely Sanchez
Salt Lake City,UT
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Mental health Care System. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with patients, coworkers, and leadership. I am Motivated to maintain the exceptional patient experience in every call and referral process while maintaining HMHI values and upholding the Promise standards.
Overview
4
4
years of professional experience
Work History
Customer Advocate Specialist 2
HMHI U of U Healthcare
10.2023 - Current
- Cross-trained and provided backup support for our Patient coordinator referral team. Worked on incoming referrals, and called patients to help get them scheduled.
- Participated in Referral meetings to share insights on referrals and scheduling processes.
- Proactively engage in our Team chat functions, assisting co-workers by answering questions and devising scheduling solutions.
- Worked extra shifts during High Call Volume months while the Contact Center was short-staffed to maintain service levels.
- Participated in regular team meetings, sharing insights and best practices for ongoing development of scheduling patients and CRM feedback.
- Help with our new CRM training. Created CRM KB and call flows. Helped train agents on new CRM processes
- Helped in the interview process for new agents, as well asonboarding training.
Customer Advocate Specialist 1
HMHI U of U Health.
04.2023 - 10.2023
- Enhanced patient satisfaction by promptly addressing concerns and providing effective scheduling solutions.
- Embraced the learning process of using our MIS and call flows, demonstrating adaptability and dedication while assisting patients with scheduling or messaging needs.
- Maintain an adherence rate of 92% and a QA rating of 92% in order to move into a CAS-2
- Cross-trained in Call-up calls, Helped get the information from the caller when a CAS 2 or 3 could not take the call.
Sales Associate
JC. Penny
09.2022 - 04.2023
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges, and refunds in accordance with store policy.
- Accomplished multiple tasks within established timeframes.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Lead Cashier
Kiosko
07.2020 - 08.2022
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
Education
Some College Experience - Psychology
Universidad Nueva Galicia,
Tepic Nayarit Mexico High School Diploma -
Universidad Autonoma De Nayarit, Preparatoria
Tepic Nayarit, Mexico 10.2020
Skills
- Experience in High-Call Volume Call Center
- HMHI Referral Process Knowledge
- HIPAA Guideline Knowledge
- Knowledge in Mental health, Medical terminology as well as Medication and diagnosis
- CRM software and EPIC Proficiency
- Experience in De-Escalation Techniques as well as the HMHI Patient complaint process
- Experience in Active Listing, and solution-based resolution
Timeline
Customer Advocate Specialist 2
HMHI U of U Healthcare
10.2023 - Current
Customer Advocate Specialist 1
HMHI U of U Health.
04.2023 - 10.2023
Sales Associate
JC. Penny
09.2022 - 04.2023
Lead Cashier
Kiosko
07.2020 - 08.2022
Some College Experience - Psychology
Universidad Nueva Galicia,
High School Diploma -
Universidad Autonoma De Nayarit, Preparatoria
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