Hi, I’m
Janette Solorio
North Salt Lake,UT
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
years of professional experience
Work History
Whipple Services Champions
Customer Service Representative
10.2020 - 09.2022
Job overview
- Utilized active listening techniques to identify customer needs and recommend value-add services, resulting in average upsell rate of 25% per call.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Successfully recommended additional services during outbound calls, leading to 25% increase in cross sales and improved overall customer satisfaction.
- Responded to missed leads within 15 minutes through personalized call, email or text communication, increasing conversion rates by 20%.
Midtown Community Health Center
Care Coordinator
04.2016 - 06.2019
Job overview
- Maintained accurate patient records by updating progress notes and scheduling Vivitrol injections on time, resulting in 90% increase in patient satisfaction.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Implemented new financial assistance program for low-income patients, reducing out-of-pocket expenses by 50% and increasing patient satisfaction by 90%.
- Used company software and databases to maintain records of services performed and patient conditions
Midtown Community Health Center
Patient Service Representative
04.2012 - 03.2016
Job overview
- Managed high-volume of patients inquires, leveraging active listening address concerns and provide accurate information resulting in 98% satisfaction rate.
- Entered patient demographic and insurance data into electronic medical record system
- Collaborated with insurance companies to establish new process for prior authorizations, resulting in 30% reduction in wait time and enabling patients to receive quicker access to care.
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Maintained up-to-date records for over 2,000 patients while ensuring compliance with HIPAA regulations and protecting sensitive medical information.
Skills
- Creative problem solving
- Medical terminology knowledge
- Staff education and training
- Professional telephone demeanor
- Administrative support
- Payment collection
- MS Office
- Problem-Solving
- Case management
- Organizational skills
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Whipple Services Champions
10.2020 - 09.2022
Care Coordinator
Midtown Community Health Center
04.2016 - 06.2019
Patient Service Representative
Midtown Community Health Center
04.2012 - 03.2016
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