Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Valerie Sanchez

New York,NY

Summary

A versatile professional skilled in both Customer Service and Quality Assurance Coordination. Expertise includes managing customer interactions, resolving issues promptly, and maintaining high customer satisfaction. Additionally, experienced in conducting quality audits, ensuring compliance with industry standards, and implementing quality control processes. Strong communication, problem-solving, and multitasking abilities, with a commitment to delivering exceptional service and maintaining high standards of quality.

Overview

8
8
years of professional experience

Work History

Quality Assurance Coordinator

Spring Health
New York, NY
08.2023 - Current
  • Conduct daily quality assurance assessments using QA tools such as Medallia Agent Connect, Zendesk, Talkdesk, and Looker to ensure compliance with company policies.
  • Evaluated team's performance using key metrics such as defect rate and adherence to protocols, driving continuous improvement
  • Determines trends and areas for improvement through the monitoring and analysis of performance data.
  • Achieved a positive increase in CSAT score by implementing targeted strategies that resulted in a 15% reduction in defects and a 20% increase in compliance rate. This also enhanced customer satisfaction, ensured regulatory compliance, and improved operational efficiency.
  • Created and delivered specialized training programs for Care Support Coordinators, covering operational standards, compliance procedures, and quality assurance best practices
  • Analyzed audit findings and operational data, leading to strategic recommendations for enhancing Care Support quality. Streamlined processes and improved service quality, along with reducing error rates.
  • Developed customized training materials and operational procedures to cater to diverse learning styles resulting in a 25% increase in adherence to standards and a 30% reduction in onboarding time.
  • This contributed to a more efficient and effective care support team.

Care Support Coordinator

Spring Health
New York, NY
09.2022 - 08.2023
  • Demonstrated consistent success in achieving a CSAT score of 96.2%, highlighting superior problem-solving abilities and high levels of customer satisfaction.
  • Maintained a high level of productivity by managing and resolving over 25 calls and 58 chats each day, ensuring effective resolution of customer concerns.
  • Analyzed and troubleshot technical issues reported by members and providers, including account sign-in and Zoom-related problems.
  • Efficiently identified, reported, and resolved issues by collaborating with Product and Engineering teams, minimizing disruption to user experience.
  • Collaborated with Provider Operations team to share critical information and meet providers' needs.
  • Proactively escalated interactions and inquiries as needed, contributing to overall operational success and streamlined processes across departments.

Virtual Care Coordinator

FreedomCare
New York, NY
11.2021 - 09.2022
  • Managed a caseload of 200 clients, serving as the primary point of contact for all inquiries, concerns, and service needs, ensuring personalized and responsive care
  • Consistently adhered to a rotating monthly client service and compliance standard, maintaining high levels of client satisfaction and regulatory compliance
  • Conducted data input and case reviews with precision, ensuring accurate documentation and timely updates to client records
  • Built strong rapport and trust with clients through effective communication and a client-centric approach, enhancing overall client experience
  • Demonstrated strong multitasking abilities and excelled in both written and verbal communication, fostering collaboration within the team and with clients
  • Proficient in using Zendesk for managing client interactions and tracking support cases, optimizing workflow and response times.

Task Force - Administrative Assistant

One Medical
New York, NY
03.2020 - 11.2021
  • Resolved complex inquiries related to insurance, billing, and prescription (RX/DI) prior authorizations, ensuring accurate and efficient handling of sensitive information
  • Mastered a suite of technologies, including Slack, G-Suite, Zoom, Electronic Medical Record System (1Life), and Billing System (Ilife), to streamline communication with team members and manage daily tasks effectively
  • Coordinated with team members to support project initiatives and improve administrative workflows, contributing to enhanced operational efficiency.

Administrative Assistant

One Medical
New York, NY
10.2019 - 03.2020
  • Managed front desk operations, including checking in patients, scheduling appointments, and addressing patient inquiries to ensure a smooth and welcoming experience
  • Developed and maintained an organized filing system for medical records and charts, enhancing record-keeping accuracy and accessibility
  • Scheduled and coordinated meetings and appointments, supporting both in-office and virtual providers with administrative tasks such as managing medical records, authorizations, and referrals
  • Facilitated communication and coordination among patients, pharmacies, testing laboratories, and specialists to ensure seamless care and service delivery
  • Operated office software and equipment proficiently, contributing to the efficient functioning of the administrative office.

Patient Care Representative / Shift Supervisor

CityMD Urgent Care
New York, NY
04.2016 - 09.2018
  • Greeted and welcomed patients, providing a positive and efficient first point of contact in a busy urgent care setting
  • Monitored patient flow and managed daily front and back office operations, including directing patients to appropriate exam rooms and coordinating with doctors to prioritize patient care during peak periods
  • Utilized Par8o, Kronos, Slack, and Zendesk to manage administrative tasks, streamline communication, and enhance patient and team interactions
  • Organized and coordinated patient intake and appointment scheduling, ensuring accurate and timely processing of patient information
  • Entered and updated patient information in the system with precision, scanned, updated, and filed medical records to maintain comprehensive and accurate documentation
  • Handled phone calls and inquiries promptly and courteously, providing clear information and assistance as needed
  • Processed medical insurance information, verified patient eligibility, and addressed insurance-related questions in coordination with the billing department
  • Managed cash and co-payments accurately and responsibly, ensuring proper handling of financial transactions
  • Communicated wait times and patient inquiries to the site manager or assistant site manager, contributing to improved operational efficiency and patient satisfaction.

Education

Major - Corporate Communication -

Baruch College
01.2019

Skills

  • Bilingual (Spanish/English)
  • G-Suite / Microsoft User
  • Team Player
  • Problem-Solving
  • Public Speaking
  • Internal Auditing
  • Corrective Actions
  • Organization
  • Slack/Zendesk Friendly
  • Customer Service

Affiliations

Panel Member for The Interview and Hiring Committee February 2023 - June 2023

  • Played a key role in revamping the hiring and interview structures, ensuring a more efficient and effective recruitment process.
  • Conducted candidate interviews and completed detailed interview scorecards promptly, contributing to informed and timely hiring decisions

Timeline

Quality Assurance Coordinator

Spring Health
08.2023 - Current

Care Support Coordinator

Spring Health
09.2022 - 08.2023

Virtual Care Coordinator

FreedomCare
11.2021 - 09.2022

Task Force - Administrative Assistant

One Medical
03.2020 - 11.2021

Administrative Assistant

One Medical
10.2019 - 03.2020

Patient Care Representative / Shift Supervisor

CityMD Urgent Care
04.2016 - 09.2018

Major - Corporate Communication -

Baruch College

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Valerie Sanchez