Juana Cota

• Enhanced client satisfaction by leading a team of 10 Client Service Coordinators.
• Ensured effective communication among clients, veterinarians, and hospital teams.
• Cultivated a high-performing client service team with hospital leadership collaboration.
• Executed recruitment and training of Client Service Coordinators to meet operational needs.
• Guided Client Service Coordinators' development and engagement alongside leadership partners.
• Streamlined scheduling of Client Service Coordinators to align with budgetary guidelines.

• Ensured accurate hospital communication systems, supporting team members with client needs.
• Served as a key point of contact during shifts, enhancing operational reliability.
• Cultivated a service-oriented atmosphere by modeling exceptional client service standards.
• Utilized strong communication skills to effectively resolve client concerns and issues.
• Identified and addressed complex client issues, escalating to leadership when necessary.
• Coached on service coordination and scheduling, facilitating smoother operations and reconciliations.

Provided first-tier technical support for field staff, handling EMR tasks, including file uploads and conversions, and serving as a subject matter expert on various functions to direct reports.

• Managed communication by sending monthly newsletters to Site Data Collectors as an Operations Coordinator.
• Acted as a primary contact for over 40 field associates, leading multiple teams with diverse functions such as call center operations, EMR department, file processing, and quality assurance.
• Collaborated with health plan managers, medical groups, and travel teams to facilitate chart reviews and maintained relationships with large medical groups for high-priority chart coordination.
• Produced a training podcast for field staff, contributing to operational organization and execution, while ensuring accurate records and overseeing daily operational tasks.
• Conducted periodic employee performance reviews, and addressed concerns or complaints in coordination with HR.