Stephanie Sanchez
New Rochelle,NY
Summary
Thoughtful and organized multi-tasker , equipped with administrative and customer service expertise. Helps keep healthcare services proceeding smoothly by coordinating communications, referrals, and policy enforcement. Dedicated on finding balanced solutions and resolving conflicts.
Overview
9
9
years of professional experience
Work History
Patient Experience Navigator
VillageMD
New Rochelle, NY
07.2022 - Current
- Coordinated patient experience initiatives to ensure that patients received the highest quality of care.
- Assisted in developing policies and procedures related to patient experience standards.
- Analyzed survey results and identified opportunities for improvement in patient experience processes.
- Monitored patient wait times to optimize patient flow, reduce delays, and improve overall satisfaction levels.
- Provided guidance and support to front-line staff in responding to challenging situations involving patients or their families.
- Reported liabilities and risk management concerns to supervisor for review.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Explained policies, procedures and services to patients.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
Patient Services Representative
Westmed
Rye, NY
10.2021 - 06.2022
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Scheduled patient appointments and procedures.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Answered incoming calls in a professional manner.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Maintained a clean and organized reception area.
- Documented and managed patient information in computer system.
- Stayed current on community-based resources and services useful to patients.
- Identified needs of customers promptly and efficiently.
- Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Receptionist/Office Coordinator
New Rochelle YMCA
New Rochelle, NY
09.2016 - 09.2021
- Update members records on paper and through computer database
- Increase upfront collections of payments by 45 % to reduce bad debt
- Greet members with warm, welcome attitude
- Register new members and update information for current patients
- Handle busy, multi-line phone system
- Advise members of schedule openings and charges to ensure clear understanding
- Maintain all member confidentiality regulations
- Manage inventory of basic office supplies and reorder as needed
- Ensure members leave with all relevant information, materials, and supplies
- Collect payments and fees according to office protols.
Receptionist/Assistant Stylist
Nick's New Hair Design
New Rochelle, NY
03.2017 - 02.2019
- Manage a book of 200 clients
- Enthusiastically participated in sales training events and conferences to continuously develop skills and gain product knowledge
- Prepared customized client hair presentations and quotes
- Revamped cold call scripts, boosting new leads
- Selected to organize monthly activities designed to motivate team members, create avenue for mentorship, and provide continuous training
- Prepared customized quotes and answered inquiries regarding products and services
- Influenced Salon Manager to offer specialty beverage service to create a more enjoyable client experience, which increased client satisfaction
Hostess, Waitress and Cashier
Little Mexican Cafe
New Rochelle, NY
03.2015 - 04.2017
- Maintain inventory, reordering and restocking supplies
- Coordinate with front-of-house and back-of-house teams to maximize efficiency
- Train new servers on expectations and procedures
- Answer guest inquiries and resolve issues smoothly
- Receive payment for services and properly handle petty cash
- Memorize specifics of all menus
- Manage opening and closing duties
- Handle incoming calls and reservation requests
- Support coworkers as needed
- Develop relationships with regular customers to promote top customer service standards
- Carefully managed reservation schedule and balanced seating capacity with available staff to ensure optimal customer experience.
Education
Psychology/Business Management -
Manhattanville College
Purchase, NY05-2021
Skills
- Calm and Effective Under Pressure
- Providing Information and Resources
- Administrative and Office Support
- Schedule Coordination
- Excel
- Outlook
- Athena
- Press Ganey
- NRC
Languages
- English
- Spanish
Timeline
Patient Experience Navigator
VillageMD
07.2022 - Current
Patient Services Representative
Westmed
10.2021 - 06.2022
Receptionist/Assistant Stylist
Nick's New Hair Design
03.2017 - 02.2019
Receptionist/Office Coordinator
New Rochelle YMCA
09.2016 - 09.2021
Hostess, Waitress and Cashier
Little Mexican Cafe
03.2015 - 04.2017
Psychology/Business Management -
Manhattanville College
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