Sascha de Leon
Orange,CA
Summary
I am an enthusiastic and compassionate patient care coordinator who consistently goes above and beyond for each customer using my advanced knowledge of conflict resolution techniques. Excited to further develop my skills to help educate others on providing the ultimate customer experience with my tenacious work ethic.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Care Coordinator
OptumRx
Costa Mesa, CA
02.2022 - Current
- Coordinate patient care services with the doctor's office and insurance to process orders, ensure quality, and timely delivery of care.
- Subject Matter Expert who mentors and provides training support for new employees on procedures and policies to maximize team performance
- Assist with new patient mailbox to provide optimal customer satisfaction and work on multiple special projects to ensure the best company standard
- Exceed company productivity standards with NPS scores over %100 on a consistent basis
- Prior authorization and dispense confirmation team trained; ensured that all necessary documentation was completed accurately and submitted in a timely manner
- Troubleshoot and resolve complex customer service issues to provide emotional support and enhance patient experience
- Verify documentation methodically to avoid critical errors impacting care delivery and payments for services
- Screen patients to initiate application processes for assistance programs and follow through until completion
Customer Service Advocate
OptumRx
Costa Mesa, CA
08.2019 - 02.2022
- Provided expert customer service to resolve issues regarding benefit information and process refills quickly and efficiently,
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrate flexibility during changes to system practices to assure regulatory compliance and professionalism
- Improved product knowledge on continuous basis to provide optimal service, trained in Synagis, oncology, and REMS oncology medication
- Assisted patients in understanding their insurance plans and coordinated with insurance companies to confirm patient coverage and process claims
- Answered incoming calls, providing frontline customer support or assistance with product and service transactions
Lead Receptionist
Mercedes-Benz of Anaheim
Anaheim, USA
08.2017 - 08.2019
- Trained multiple receptionists in customer service, script recitation, conflict resolution and data entry
- Handled over 100 customer inquiries and complaints daily, providing timely and appropriate solutions while using research capabilities
- Performed data entry tasks into various computer programs accurately and efficiently.
- Answered over 100 calls per day, providing members with the information they need in a friendly and professional manner
Barista
Starbucks Coffee Company
Anaheim, USA
04.2014 - 02.2019
- Successfully trained many new baristas on barista practices, with an emphasis on the best practices to serve each customer and operational procedures.
- Served over 500 customers daily, providing them with complete attention to detail and accuracy for each order placed.
- Organized workstations efficiently so that tasks could be completed quickly during peak hours.
- Maintained calm demeanor during high-volume periods and special events.
- Received in-depth training for proper food handling and executed all supporting roles, such as cleaning all parts of the workplace and equipment, and restocking displays, to create the optimal 'third place,' making all customers feel welcome and comfortable.
Education
Some College (No Degree) - Early Childhood Education (AECE)
FULLERTON COLLEGE
Fullerton, CASkills
- Leadership
- Time Management
- Case Management
- Interpersonal Communication
- Adaptability
- Attentiveness
- Empathy
- Troubleshooting
- Strong Work Ethic
- Microsoft Office Suite
- Tenacity
Certification
- Certified Barista/ Coffee Master
- Certified Preschool Teacher
References
References available upon request.
Timeline
Patient Care Coordinator
OptumRx
02.2022 - Current
Customer Service Advocate
OptumRx
08.2019 - 02.2022
Lead Receptionist
Mercedes-Benz of Anaheim
08.2017 - 08.2019
Barista
Starbucks Coffee Company
04.2014 - 02.2019
Some College (No Degree) - Early Childhood Education (AECE)
FULLERTON COLLEGE