Zoe Mares
Albuquerque,NM
Summary
Passionate and experienced healthcare professional with a proven track record of bringing fourth the necessary skills and work ethic to support training, productivity and efficiency in a busy healthcare environment. Adept in effectively managing dad to day operations to ensure positive staff morale and patient satisfaction.
Overview
11
11
years of professional experience
Work History
Case Manager
UNM Medical Group
Albuquerque, NM
05.2024 - Current
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
Training and Development Coordinator
HME Specialists
Albuquerque, NM
07.2017 - 01.2024
- As a Training and Development Coordinator for one of New Mexico's largest durable medical supply facilities I have trained over 100 different customer service representatives on the use of their day-to-day applications such as, outlook, Ring Central, teams, contact center, excel, power point and word document
- Walked them through each step of scheduling appointments for our companies respiratory therapists, APT'S, account representatives, infusion nurses, liaisons, FST's, etc.
- To deliver the necessary medical equipment as well as how we would follow up on them to ensure payment of all claims from insurance
- My main responsibility was to educate my reps on medical equipment and medical terminology, as well as how to speak and work closely with case managers, referral sources, and physicians daily to answer any questions or provide assistance in getting face to face, demographic and or clinical documents for the approval of needed medical equipment and supplies
- I created assessments, so representatives can prove they are proficient in all subjects before going to the floor, and well as creating cheat sheets and reference guides, so they have all information needed to refer back to during and after training is completed to make sure they were successful and met all required metrics
Sales Team Leader
Kirby co of NM
Albuquerque, NM
06.2016 - 12.2017
- Used POS systems to process sales transactions, confirm pricing and manage inventory
- Merchandised products according to planograms and store procedures, arranging featured items in high-traffic areas to boost sales
- Handled customer complaints with tactful communication and effective conflict resolution
- Assessed customer needs, provided recommendations and upsold relevant products to increase sales
- Actively participated in team meetings to share ideas for boosting sales performance and improving overall store operations
- Supported development of staff through coaching sessions, goal setting, and performance evaluations
- Met and consistently exceeded sales quotas
- Answered customer questions about product availability and pricing, promotional offers and store policies
- Resolved customer issues and complaints in professional and timely manner
Customer Service Representative
S&p Data
Albuquerque, NM
01.2017 - 06.2017
- Delivered fast and friendly service to handle questions and service complaints
- Answered inbound calls to handle various concerns, set appointments and close sales
- Managed customer calls efficiently in fast-paced call center environment
- Enhanced customer satisfaction with fast, knowledgeable service
- Met personal, team and company goals in customer service environment
- Informed customers of promotions and special offers to increase sales
- Anticipated needs and resolved problems to keep customers happy
- Collaborated with colleagues and co-workers to deliver quality customer experience
- Documented, researched and resolved customer service issues
Cashier Team Lead
Taco bell
Albuquerque, NM
03.2014 - 05.2016
- Worked with store managers to evaluate cashier staffing needs and identify coverage gaps
- Answered incoming telephone calls to provide information and respond to questions
- Conducted daily cash audits and reconciled discrepancies with total sales
- Managed cashier team and ensured smooth daily operations
- Assisted customers or junior cashiers with returns and price overrides
- Ensured compliance with all safety regulations and company policies related to cash handling procedures
- Cross-trained additional employees and adapted workflows to meet current needs
- Maintained cleanliness of front end area, including registers, shelves, and displays
- Monitored cash drawers throughout day to maintain appropriate change levels for efficient transactions
Education
High school diploma/Ged -
CNM
Albuquerque, NM04.2024
Skills
- Organizational Development
- Cross-functional Collaboration
- Data Analysis
- Employee Engagement
- Career Development
- Time Management
- Team Building
- Training delivery
- Microsoft
- Powerpoint
- Excel
- Medical terminology
- HCPCS
- Patient care
- Customer service
- EPIC
- Case management
- Patient advocate
- Skilled in clinical documentation
- ICD-10 Coding
Timeline
Case Manager
UNM Medical Group
05.2024 - Current
Training and Development Coordinator
HME Specialists
07.2017 - 01.2024
Customer Service Representative
S&p Data
01.2017 - 06.2017
Sales Team Leader
Kirby co of NM
06.2016 - 12.2017
Cashier Team Lead
Taco bell
03.2014 - 05.2016
High school diploma/Ged -
CNM