Julissa Sanchez
Call Center Supervisor
Harvest,Alabama
Summary
Dedicated professional with extensive experience in the durable medical equipment industry, focused on ensuring compliance with company policies, medical billing practices, and insurance requirements. Adept at delivering thorough patient education on equipment usage, safety, and app setup, while collaborating effectively with clinical staff. Proven ability to handle accurate order processing, manage patient accounts, and contribute to branch operational and financial goals. Strong communicator with a commitment to maintaining high service standards, safeguarding company assets, and building positive working relationships.
Overview
2
2
years of professional experience
Work History
Call Center Supervisor
Sleep Solutions & Services- S3 Resupply
11.2022 - Current
- Training & Development: Expert in developing and implementing training programs that enhance agent skill sets, leading to improved performance metrics and overall team success.
- Process Improvement & Metrics: Skilled in creating process controls and metrics for daily call center management, ensuring efficient operations and high service levels.
- Performance Monitoring & Feedback: Proven ability to achieve high-quality service levels through continuous call monitoring, providing constructive feedback, and fostering team development.
- Team Leadership & Coaching: Strong leadership in overseeing employee performance, reducing average handle time, and driving sales and productivity goals through consistent coaching and feedback.
- Customer Satisfaction & Issue Resolution: Demonstrated success in improving customer satisfaction by effectively resolving escalated issues and providing timely support.
- Cross-Departmental Collaboration: Effective at collaborating with other departments to address customer concerns, ensuring seamless coordination and faster issue resolution.
- Communication & Workplace Culture: Adept at maintaining open lines of communication between management and staff, promoting a transparent and collaborative workplace culture.
- Technology Coordination: Experience in coordinating with IT to ensure the seamless operation of call center technologies, minimizing downtime and enhancing efficiency.
- Accountability & Performance Management: Focused on promoting accountability by setting clear performance metrics and regularly reviewing progress with team members.
Follow Up Sleep Coach
Sleep Solutions & Services- S3 Resupply
11.2022 - Current
- Compliance & Policy Adherence: Strong understanding of medical billing practices, insurance requirements, and documentation standards. Ensures adherence to company policies and regulatory guidelines.
- Patient Education & Support: Proficient in educating patients on equipment usage, safety, and app setup, as well as following up to obtain essential information for order completion.
- Order Processing & Accuracy: Skilled in retrieving and updating provider and insurance details, correcting supply orders to ensure CPAP machine compatibility, and ensuring timely and accurate order processing.
- Communication & Customer Service: Strong communication skills, with a focus on providing prompt and professional responses to patient inquiries and maintaining high service satisfaction.
Bilingual CSR
Optum, united HealthGroup
1 2015 - 1 2017
- Updated and maintained information in customer accounts
- Reviewed and corrected claim errors to facilitate smooth processing
- Identified, analyzed and researched systemic issues and made recommendations for resolution
- Answered up to 75 plus calls per day in busy, fast paced office for both English and Spanish speaking patients.
Education
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH 05.2001 -
Skills
Call Volume & Quality Management: Expertise in monitoring and optimizing call volume and quality metrics to ensure efficient operations
CPAP Expertise: In-depth knowledge of CPAP machines and related medical equipment, including patient education and troubleshooting
Medical Billing Proficiency: Strong understanding of medical billing practices, insurance eligibility, and documentation requirements
Microsoft Office Proficiency: Skilled in utilizing Microsoft Office applications for documentation, reporting, and data management
Multi-Tasking Abilities: Efficient at managing multiple tasks simultaneously while maintaining accuracy and attention to detail
HIPAA Compliance: Thorough understanding of HIPAA regulations, ensuring the protection of patient information
Medical Supplies Management: Experienced in managing medical supplies inventory, including ordering, tracking, and maintaining stock levels
Calm Under Pressure: Ability to maintain composure and effectiveness in high-pressure situations, ensuring smooth operations
Dependability & Responsibility: Known for being reliable, responsible, and committed to delivering quality results
Leadership & Supervision: Proven leadership skills with experience in supervising teams, providing guidance, and achieving goals
Communication Excellence: Strong verbal and written communication skills, with a professional approach to interactions
Organizational & Time Management Skills: Highly organized with the ability to manage time effectively, prioritize tasks, and meet deadlines
Analytical Thinking: Strong analytical skills for problem-solving, process improvement, and decision-making
Goal-Oriented: Focused on setting and achieving goals, both individually and as part of a team
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Call Center Supervisor
Sleep Solutions & Services- S3 Resupply
11.2022 - Current
Follow Up Sleep Coach
Sleep Solutions & Services- S3 Resupply
11.2022 - Current
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
05.2001 -
Bilingual CSR
Optum, united HealthGroup
1 2015 - 1 2017