Lorena Socky
Del Rio
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
Work History
Care Management Support Assistant III (CMSA3)
Humana, Inc.
09.2022 - Current
- Successfully answered and managed high-volume incoming costumer calls
- Provided administrative support to Humana’s Special Needs Population (SNP) members for their needs to achieve and/or maintain optimal wellness
- Created and shared a more sophisticated Manual Health Risk Assessment (HRA) and Indiana Assessment to facilitate call handling when system issues occur. These documents are being used across the SNP department.
- Translated multiple documents from English to Spanish to aid Spanish speaking CMSAs manage Spanish calls more efficiently
- Developed and fostered growth of associates by hosting a training for mentors to ensure CMSAs processes and call handling were followed per company’s guidelines
- Created PowerPoint slides covering Acute Situation guidelines and best practices and presented to team
- Participated in the project to improve the mentoring onboarding list
- Achieved over 98% quality while maintaining over 95% of production
- Became go-to person for matters of job processes and recognized as team leader by peers and manager
- Appointed SME for Social Services, warm transfers (SS/WT) and Acute situations
- Certified mentor delivering training to new (onboarding) and seasoned associates (transitioning from Outbound to Inbound lines)
- Winner of Excellence Star Award for growth and leadership and for support to SNP Inbound Optimization Workstream 2023
- 2023 Rise award nominee
- Bronze STAR Award recipient 2024 for dedication and commitment to the SNP bilingual teams
- Team’s Well-Being advocate, contributing to a safe, welcoming and inclusive environment
- Quality SME to support team’s quality performance and cascade relevant audit data
- Works alongside manager to deliver updates on processes during team meetings
- Takes initiative to present and explain workflow improvements to associates across targeted teams to obtain a clear vision and reach goals
Nurse
Endohospital
03.2020 - 08.2020
- Implemented and monitored patient care plans, recording, and communicating patient conditions as appropriate
- Inserted IVs and catheters to support patient needs and care requirements
- Administrated oral and intravenous medications, blood, and blood products
- Alleviated patient fears of treatments using kind, empathetic communication
- Worked closely with physicians, surgeons, and nursing staff as part of a unit team
- Educated patients on preventative care and lifestyle choices to improve overall health
- Met pre- and post-surgical patient needs, monitored catheters, and handled personal hygiene tasks
- Educated patients and caregivers on proper at home care and treatment
Education
Bachelor’s degree - Nursing
Escuela Ciencias de la Salud UADEC
Piedras Negras, CoahuilaPhlebotomist Technician certificate -
Texas A&M
TexarkanaSkills
- Public speaking
- Attention to detail
- Organization skills
- Fast-paced environment
- Proficiency in Microsoft Office: Word, Excel, PowerPoint, Outlook, Teams
- Work under pressure
- Multitask
- Resourceful
- Leadership
- Time management
- People management
- Customer service
- Critical thinking
- Problem-solving
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Care Management Support Assistant III (CMSA3)
Humana, Inc.
09.2022 - Current
Nurse
Endohospital
03.2020 - 08.2020
Phlebotomist Technician certificate -
Texas A&M
Bachelor’s degree - Nursing
Escuela Ciencias de la Salud UADEC
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