Janely Sanchez
West Valley City,UT
Overview
6
6
years of professional experience
Work History
Referral Specialist
HMHI U of U Health Care
Salt Lake City, UT
09.2024 - Current
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Verified insurance benefits and eligibility for service before sending scheduling tickets to patients.
- Assisted with completion of referral work flows for our service lines.
- Developed and maintained strong working relationship with our contact center, provider, and service lines to streamline processing.
Customer Advocate Specialist
HMHI U of U Healthcare
Salt Lake City, UT
04.2023 - 09.2024
- 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 at 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.
- 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 insight on referrals and scheduling processes.
- Proactively engage in our teams 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 meeting, sharing insight and best proactive 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 as on boarding training.
Sales Associate
JCPenney
Salt Lake City, UT
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
Tepic, Nayarit Mexico
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 request.
- Processed both cash and card purchases and returns.
- Worked extra shifts during busy periods and covered for call-in employees to 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 costumer service.
Education
No Degree - Psychology
Universidad Nueva Galicia
Tepic, Nayarit Mexico07.2021
No Degree - Engineer in Software Development
Universidad Tecnologica De Nayarit
Tepic, Nayarit Mexico07-2020
High School Diploma -
Preparatoria No. 13
Tepic, Nayarit Mexico06-2020
Skills
- Insurance verification
- Experience in High-Call volume Call Center
- HIPPA Guideline Knowledge
- Knowledge in Mental health, medicaid terminology as well as medication and diagnosis
- Knowledge of EPIC and CRMS
- Experience in developing training materials and call flows
- Bilingual in English and Spanish
Timeline
Referral Specialist
HMHI U of U Health Care
09.2024 - Current
Customer Advocate Specialist
HMHI U of U Healthcare
04.2023 - 09.2024
Sales Associate
JCPenney
09.2022 - 04.2023
Lead Cashier
Kiosko
07.2020 - 08.2022
No Degree - Psychology
Universidad Nueva Galicia
No Degree - Engineer in Software Development
Universidad Tecnologica De Nayarit
High School Diploma -
Preparatoria No. 13