Sarah Odreman

Provided inbound and outbound phone support to older adult and Medicare-eligible members using Genesys Softphone in full compliance with HIPAA standards regarding benefits, coverage, copayments, pharmacy, and medical claims; and prior authorizations. Facilitated communication with providers’ offices to obtain referrals, prescription refills, billing support, and appointment scheduling on members’ behalf. Documented and summarized each call in Maestro as part of daily operations. Delivered bilingual service in English and Spanish while demonstrating empathy in a fast-paced environment and consistently meeting quality and productivity metrics.

Managed high-volume inbound and outbound calls in a fast-paced environment for multiple client accounts across legal, medical, hospitality, retail, and service industries. Assisted callers with intake processes, appointment scheduling, and general inquiries based on client needs. Provided accurate information and support to address questions and concerns while maintaining professionalism and empathy. Maintained detailed documentation and completed data entry.

Assisted with daily store operations including opening and closing procedures, cash handling, inventory control, and compliance standards. Supported employee training and supervision in customer service practices, product knowledge, and operational processes while fostering a positive work environment. Analyzed sales trends and customer preferences to recommend new products and in-store promotions designed to increase sales, attract customers, and enhance overall customer experience.

Conducted patient intake interviews and prepared biopsychosocial assessments, treatment plans, and medical histories for clinical records. Educated clients on the available service based on their individual needs, assisted with documentation, and ensured accuracy and completeness of clinical charts.

Interviewed hospitalized and emergency-admission clients and their family members to complete biopsychosocial assessments and developed master treatment plans that fit client needs. Recorded behavioral observations and documented presenting symptoms for clinical records. Maintained accurate and confidential documentation, and updated medical records.