Marcela Alvarez Email & Phone Number

Remote

- Handle VIP and escalated members to improve overall member experience and maintain average 95% CSAT, customer satisfaction score- Perform quality assurance on calls, messages and emails and provide individual constructive feedback to enhance performance and address areas in need of improvement- Provide leadership, guidance and direction to 10 patient navigators, offering assistance and serving as a subject matter expert- Improve productivity of team by building and leading new training initiatives and creating standard scripting and resources

Remote

- Educated patients on fertility and family building benefits, enrollment and expected costs with detailed, knowledgeable and friendly explanations- Managed a steady volume of over 350+ members a month via phone calls, secure portal messages and emails while continuously surpassed customer service standards- Built strong relationships with patients by following up during established timelines and suggesting additional available benefits thereby increasing overall benefit utilization and patient engagement- Achieved high satisfaction individual rating through proactive one-call resolutions of customer issues

San Francisco Bay Area

- Managed the practices of Drs. Alekos Theologis and Bobby Tay, Orthopedic Spine Surgeons as well as physicians assistants Rosa Jou-Zhang and Uyen Huffstutter- Assisted in hiring, training and supervising new employees- Employed Epic software to provide exceptional and timely patient communication, care and coordination- Utilized data to improve patient access and timeliness to care and present quality improvement suggesting to upper management utilizing Microsoft Office- Communicated with insurance companies to obtain authorization for patient services- Utilized knowledge of billing procedures to code surgeries- Acted as a liaison between patients and the medical center to schedule their surgeries and keep them up-to-date on new protocols

New York, Ny

- Participated in weekly client calls with Verastem, Homology, and Johnson & Johnson- Identified, researched and monitored social media influencers in the mental health space for public relations campaigns- Developed weekly media monitoring reports for clients with key insights- Crafted billing reports for clients and designed and managed project trackers

San Francisco, California

- Contributed to planning of semi-annual Chief Experience Officer Conference- Created framework and evaluation matrix for innovations being exhibited in semi-annual conference- Sourced innovative healthcare companies for event- Researched models of care that increase resilience, well-being, and joy in healthcare- Gained understanding of factors considered and process for when evaluating an innovation

London, United Kingdom

- Collaborate with various members on the creation of the NHS Accelerator website (https://nhsaccelerator.com/)- Research competing healthcare accelerators- Develop new content for the website, such as business cases and blog posts- Contribute to the rewriting of the program's mission statement- Coordinate launch of Workplace by Facebook- Gained understanding of the NHS and how innovations are incorporated into the system

Greater New York City Area

Greater New York City Area

Greater New York City Area

I collaborated with Professor Falguni Sen and his associates at the Global Healthcare Innovation Management Center to learn about different diabetes programs. I collected information from various academic research databases and patient interviews. I attended weekly meetings with Lola Taiwo, an Emblem Health Fellow. This culminated in a 10 page research paper.

Bachelor’S Degree, Healthcare Management

High School

Activities and Societies: Varsity Tennis (2012-2013) Junior Varsity Tennis (2010-2011) National Honors Society National Speech and Debate.