Venessa Sotelo
Customer Service Lead
Montclair,CA
Summary
Highly effective Scheduler and Customer Service Lead with 16 years of experience. Integrated into a complex transition that took scheduling from existing clinic to a call center that assisted with development, training, and implemented a new platform for managing protocols for the providers for Tina and Rick Caruso Department of Otolaryngology which minimize errors in scheduling and requesting prior authorizations. Knowledgeable and dedicated customer service professional with extensive experience in a Call Center. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing department.
Overview
18
18
years of professional experience
Work History
Customer Service Lead
USC ACCESS CENTER COMMUNICATIONS
10.2013 - Current
Active Master Scheduler for Otolaryngology and Childhood Communications while assisting with other departments: orthopedic, endocrinology and gastroenterology. Designated to assist on Lead responsibilities on training new team members while analyzing customer service trends to discover new performance strengths. Collaborated with management team on staff updates and knowledge of new implementations and changes within the departments. Effectively manage call volume of up to 260 calls daily, providing exceptional customer service regarding insurance questions and referral process upon services provided.
INTERIM SUPERVISOR
ACCESS CENTER
01.2018 - 02.2019
Discuss monthly achievement plans regularly with representatives to identify and agree on actions to improve performance. Creates and implements individual development and related coaching plans to establish behaviors that will lead to improved metrics. Observes and evaluates team members performance by monitoring agents productivity and providing feedback. Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers. Coordinated with manager after careful evaluation of each agents' annual performance review process by writing and delivering performance. Monitor agents Kronos time and punctuality
Receptionist/Clinic Assistant*Master Scheduler/Super User
USC OTOLARYNGOLOGY CLINIC
09.2007 - 10.2013
Checking in and out approximately 100 per day Preparing and scanning encounter forms Scheduling Appointments Verifying Insurances
Registering new patients Collecting co pays prior to the patient's appointments Distributing and sending faxes for doctors and staff
Verifying and modifying authorizations are valid prior to patient appointments Assist and arrange all needs for the staff and physicians
Assist and work on administrator reports.
Front Desk/ Receptionist
USC INTERNAL MEDICINE
06.2005 - 09.2007
Checking in approximately 100 to 350 per day Preparing encounter forms Scheduling Appointments Verifying Insurances Registering
new patients Collecting co pays prior to the patient's appointments Distributing and sending faxes for doctors and authorization
department Verifying authorizations is valid prior to patient's appointments.
Education
HIGH SCHOOL DIPLOMA -
2003 MONTCLAIR HIGH SCHOOL , Montclair, CA, US
Skills
- Professional Telephone Demeanor
- Staff Training
- Skill Development
- Coaching and Mentoring
- Trained in Salesforce
- Issue and Complaint Resolution
- Outbound and Inbound Calls
Languages
- English
Timeline
INTERIM SUPERVISOR
ACCESS CENTER
01.2018 - 02.2019
Customer Service Lead
USC ACCESS CENTER COMMUNICATIONS
10.2013 - Current
Receptionist/Clinic Assistant*Master Scheduler/Super User
USC OTOLARYNGOLOGY CLINIC
09.2007 - 10.2013
Front Desk/ Receptionist
USC INTERNAL MEDICINE
06.2005 - 09.2007
HIGH SCHOOL DIPLOMA -
2003 MONTCLAIR HIGH SCHOOL , Montclair, CA, US
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