Sophia Sarate
Madison,WI
Summary
Highly-qualified dynamic individual with over a decade of experience in multiple areas of customer relations and the health care field. Successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hard-working leader with history of streamlining operations and increasing productivity.
Overview
10
10
years of professional experience
Work History
Advanced Medical Support Assistant
VA Hospital
Madison, WI
10.2022 - 11.2023
- Processed health benefit applications, explained in detail what they qualify for or why they do not qualify.
- Ordered new and replacement health ID cards.
- Checked in patients into the emergency department and urgent care (fast track.)
- Answered phone calls from patients or healthcare providers and responded to inquiries professionally.
- Verified patient insurance coverage for services rendered at the facility.
- Served as a liaison between patients and healthcare providers by providing information on policies, procedures, benefits and other relevant topics.
- Attended staff meetings regularly to stay up-to-date on changes in policy or procedure regulations.
- Updated outdated patient information to maintain current records.
- Entered consults for new patients or patients wishing to change primary care providers and/or preferred location.
- Coordinated with Wisconsin County Veteran Service officers.
- Assisted emergency department staff with Juvare EMResource alerts.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Scheduled hotel reservations for patients and family members.
- Followed principles of asepsis and infection control to meet patient safety guidelines.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
Patient Operations Coordinator
Chartwell/ UW Health Care Direct
Middleton, WI
10.2018 - 08.2022
- Enteral Therapy Program team leader.
- Coordinated and managed monthly formula and enteral equipment and supplies.
- Answered all customer service questions including DME malfunctions and programming, unclogging a feeding tube, formula instructions, feeding instructions, and the different types of supplies.
- Maintained in house supply of formula, DME and accessories.
- Facilitated clinicians starting new patients on service.
- Assisted the delivery drivers with dispatching patient deliveries.
- On call duties outside of office hours.
- Trained new hires on office procedures, policies and enteral therapy basics.
- Confirmed and explained insurance benefits to patients.
- Collected consent forms and necessary insurance documentation.
Customer Service Lead
Liberty Healthcare
Madison, WI
03.2017 - 09.2018
- Oversaw customer service representatives, communicated updates and progress with leads and management.
- Contracted by the State of Wisconsin to provide independent assessments for individuals receiving Medicaid/Medicare home services.
- Submitted and edited initial assessment requests and pre-assessment medical backgrounds.
- Fielded questions regarding assessments and new guidelines.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
Dispatcher
Green Cab of Madison Inc.
Madison, WI
08.2015 - 03.2017
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Documented and resolved customer complaints/compliments, trained new employees and created a structured training program.
- Answered multi-line phones, calculated fare estimates and tracked taxi locations.
- Collected lease fee payments, maintained the condition of the taxi fleet, driver scheduling and taxi assignment.
Guest Service Agent
The Edgewater
Madison, WI
03.2015 - 09.2015
- Created and modified reservations, managed the switchboard and tended to all the guest needs
- Handled payment processing and provided customers with receipts and proper bills and change.
- Corrected guest issues promptly with knowledgeable and friendly service.
- Responded to guests, including email, telephone and in-person inquiries.
- Maintained VIP guest list, riders and local travel arrangements
- Organized special packages and loyalty program benefits
- Communicated with third party booking sites and responded to TripAdvisor comments
- Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.
Authorization Agent II
HSA Home Warranty
Cross Plains, WI
01.2014 - 12.2014
- Authorized home warranty claims for plumbing, electrical, appliance and HVAC issues.
- Spoke with technicians regarding the claim, diagnosis, cost and parts in accordance with warranty guidelines.
- Created new contracts, processed payments and renewals.
- Answered customer enquires about warranty contracts and coverage.
- Crafted emails and letters to inquire about progress toward approval or denial.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Education
Liberal Arts Transfer
Madison College
Behavioral Mental Health Specialist
US Army Reserve
Skills
- Detail-oriented
- Time management
- Multi-tasking and prioritization
- Proficient in Microsoft Office applications
- Forward Health Portal
- Epic Software
- Inventory coordination
- Customer relationship management
- Staff supervision
- Project management
- Delegation
- Conflict mediation
- Organized
- Medical terminology understanding
- Juvare EMResource
- Oral/written communication
- Office management and support
Timeline
Advanced Medical Support Assistant
VA Hospital
10.2022 - 11.2023
Patient Operations Coordinator
Chartwell/ UW Health Care Direct
10.2018 - 08.2022
Customer Service Lead
Liberty Healthcare
03.2017 - 09.2018
Dispatcher
Green Cab of Madison Inc.
08.2015 - 03.2017
Guest Service Agent
The Edgewater
03.2015 - 09.2015
Authorization Agent II
HSA Home Warranty
01.2014 - 12.2014
Liberal Arts Transfer
Madison College
Behavioral Mental Health Specialist
US Army Reserve
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