Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sophia Velasquez

Tolleson,AZ

Summary

Patient focused, detail-oriented and computer savvy medical receptionist. Personable and courteous in all interactions with patients and team members and skilled at anticipating physician and practice needs.

Overview

16
16
years of professional experience

Work History

Call Center Supervisor

Valor Global
04.2020 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Recruited, managed and trained new customer service representatives
  • Stepping in queue to help colleagues with(100+ calls) to process payments, processing insurance claims, settling collection accounts
  • Facilitated team meetings to review new projects that were assigned to team to go over expectations and to address any questions
  • Trained team members on performance metrics and consumer behavior identification.
  • Supervised 30 customer service reps in providing excellent customer service to callers requiring assistance for balances and insurance issues.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Monitored and evaluated call/email and after-work times, call recordings/QA, productivity and attendance.

Health Unit Coordinator

Banner Health
11.2017 - 03.2020
  • Ensures timeliness of laboratory, radiology and other tests ordered for patients
  • Relays patient requests to appropriate personnel and gives directions/information to visitors, guests, patients/residents, doctors, sales representatives,
  • Answers 60+ calls and determines nature of call and appropriately relays information within Hospital as necessary
  • Performs other duties as assigned to support overall effectiveness of organization.
  • Provided care for 150+ patient unit, coordinating day-to-day hygiene, feeding and quality of life functions
  • Assembled and maintained patient medical records and other documents related to patient care
  • Created customized care plans, working with hospital staff and families to assess and meet individual needs

Front End Supervisor

Target
06.2014 - 09.2017
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Monitored cash drawers in 10 checkout stations to verify adequate cash supply.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
  • Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Front Office Manager

Priority Medical Center
08.2007 - 02.2020
  • Provides direct supervision of all front office staff ensuring efficient patient flow and established policies and procedures are followed
  • Responsible for taking call outs/late arrivals of all staff, reporting to HR and assigning appropriate coverage of offices
  • Answer, screen, and direct incoming phone calls
  • Responsible for holding front office staff to collection standards of 85% of all daily co-pays, balances, self pays and bad debt
  • Always performs concise and thorough documentation in patients’ charts
  • Documentation must be in real time
  • Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
  • Reconciled end-of-day reports to determine accurate billing and payment processing.
  • 2013-2020 worked Saturdays only

Education

High School Diploma -

Westview High School
Avondale, AZ
05.2007

Skills

  • Strong written Communication skills
  • Self starting/motivated
  • Critical thinking/problem solving
  • Microsoft programs
  • Interpersonal skills
  • Multi-tasking
  • Ability to work independently
  • Flexibility
  • Self motivated
  • Dependable

Timeline

Call Center Supervisor

Valor Global
04.2020 - Current

Health Unit Coordinator

Banner Health
11.2017 - 03.2020

Front End Supervisor

Target
06.2014 - 09.2017

Front Office Manager

Priority Medical Center
08.2007 - 02.2020

High School Diploma -

Westview High School

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Sophia Velasquez