Nicole Sanchez
Wesley Chapel,FL
Summary
Dynamic Lead Intake Specialist with a proven track record at Cohere Health, enhancing operational efficiency through process improvement and cross-functional team collaboration. Recognized for exceptional problem-solving and compassionate communication, adept in G-SUITE and insurance knowledge. Excelled in fostering business relations and driving continuous improvement, significantly exceeding quality expectations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Lead Intake Specialist
Cohere Health
09.2021 - Current
- Answered and logged incoming inquiries via phone, fax and email.
- Identified and enforced best practices to bolster operational efficiency and prioritize tasks.
- Screened applicants and took initial information about demographic and historical data.
- Built and maintained strong relationships with provider relations and Account Managers by successfully resolving issues and responding promptly to Ticketing submission with in Client Success .
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Conferred with Upper-Management to understand and meet needs, providing frequent feedback on Service operations and recommending improvement strategies.
- Collaborated with internal departments to improve processes by Recommending improvements for production and product quality.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Allocated resources and organized processes within assigned area of responsibility to drive efficiency and productivity.
- Collaborated with management team to implement new work procedures or policies.
- Fostered positive employee relationships through communication, training and development coaching.
- Created and implemented strategies for team members to reach goals within multiple production floor lines of business .
- Delegated tasks to team members, maximizing unique strengths and skill sets
- Followed staffing strategies to achieve production goals within offline functions
- Collaborated with cross-functional teams to achieve the development of organizational objectives and goals.
- Implemented continuous improvement initiatives for process optimization.
- Evaluated current systems and procedures for effectiveness and made recommendations for improvement where needed.
Intake Specialist
Cohere Health Inc
10.2020 - 09.2021
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Answered questions and responded to inquiries to deliver high level of service to providers for our clients.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Maintained positive attitude and effectively de-escalated upsetting situations and offered a first contact resolution .
- Recognized by management for providing exceptional customer service
- Quality levels exceeded expectations
- Handled all delegated task , including faxes , email and authorizations .
- Followed Specific security rules and guidelines to protect sensitive data, including patient medical records .
- Scheduled peer to peer consultation between cohere physicians and the patients physicians to discuss medical necessity.
- Entered prior authorizations Using patient insurance and health information into software based web portal .
- Delivered Exceptional level of service to each provider by listening to concerns and answering questions Professional up beat customer service .
- Documented conversations with providers to track request , problems and solutions .
- Lead by example in numerous support roles , maintaining integrity , a positive attitude and respectful assistance to team members.
Education
Wharton High School
Tampa, FL06.2010
Skills
- Process Improvement: Passionate about driving continuous improvement to enhance operational efficiency
- Proficient in G-SUITE
- Career Development - Fred Pryor Seminars Monthly
- Problem-Solving
- Insurance knowledge
- Research and analysis
- Compassionate communication
- Creative Thinking
- Cross-Functional Team Collaboration
- Business Needs Analysis
- Decision-Making
- Team Leadership
- Strategic Planning
- Adaptability and Flexibility
- Creative Idea Development
- Collaborative mindset
Certification
- Transitioning to Supervisor Training - 2021
- How to Communicate with Tact and Professionalism Training - 2021
- Time Management for the Overwhelmed - 2022
- Mistake-Free Grammar & Proofreading Training -2022
Timeline
Lead Intake Specialist
Cohere Health
09.2021 - Current
Intake Specialist
Cohere Health Inc
10.2020 - 09.2021
Wharton High School
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