Cindy Estevez Email & Phone Number

-Coordinate and supervise the day-to-day operations of the Care Support team, including managing a growing team of Care Support Coordinators to support rapidly expanding business needs.-Work with Care Support Director and other supervisors to set team priorities that ensure task completion.-Support in building documentation for ease of educating internal teams on CS processes/knowledge, as well as onboarding new CS Coordinators.-Design and implement best-in-class customer support policies and procedures to measure successBuild and maintain Zendesk reporting and dashboards + track team performance and convey key product gaps to leadership.-Coordinate regularly with the Care Navigation team to build processes and cross-functional workflows that enable each team to function alongside one another efficiently and effectively, with a patient-first mentality.-Coordinate regularly with Provider Ops and Managed Care Billing teams to ensure the effective and comprehensive delivery of high-quality mental health services.-Coordinate regularly with the Product team to implement innovative solutions to existing problems.-Oversee the CS team to ensure compliance with departmental or organizational policies, procedures, and defined internal controls.

Greater New York City Area

-Develop and own the payment reconciliation of carrier reimbursements -Quickly resolve exceptions related to claims submissions (claims that were denied, claims that were not submitted because they were missing information, claims that were not paid in full, etc.)-Track ongoing list of claim exception reasons to identify key trends and offer recommended process or system changes that will our decrease claim exceptions percentage-Partner with our Managed Care Manager and our EDI Tech Lead to review key exceptions trends, identify next steps, and outline plans to get issues resolved in a more automated fashion-Partner with Customer Experience and Retail to identify training and/or process changes to limit ongoing claims exceptions-Partner with our Managed Care Manager and our EDI Tech Lead to establish and improve metrics related to claims processing and reimbursement (e.g., decreasing the OAT for insurance orders, increasing our claims reimbursement percentage, and decreasing our cash collection period)-Develop a carrier and customer outreach communications plan, communication protocols, and policies related to claims exceptions-Identify possible fraudulent orders and take action to mitigate them

Greater New York City Area

Plan, organize, communicate, implement and evaluate team objectives and serve as the point of contact for sponsors. Manage day-to-day operational aspects of the project management department as well as assigned projects. Work with CRF sponsors and across CRF departments / project teams to create and execute project plans and revise them as appropriate to meet changing needs and requirements. Review deliverables prepared by the team before passing to management and sponsor. Enforce project standards with the project team. Fully responsible for project accounting. Track and report team hours and project expenses and prepare reports for project teams and management. Manage project budget. Determine appropriate revenue recognition, ensure timely and accurate invoicing, and monitor receivables for project. Analyze revenue, expenses, margins, bill rates, utilization, capacity, project profitability, and overall contribution to CRF. Ensure the project management department has sufficient tools to carry-out these activities.

Columbia University Medical Center, New York, Ny

Responsible for coordinating the Summer Medical and Dental Education Program as well as the MedPrep programs. These responsibilities include:-Application review and participant selection -Database design and management -Managing curriculum and students files -Coordinating clinical experience and research placement -Travel to recruitment fairs -Maintaining programs website Scheduling AV -Tracking program alumni

New York, Ny

Responsible for the management of fully funded Patient-Centered Outcomes Research Institute (PCORI) awards including the creation of the project timeline, milestones, and the drafting of biosketches and letters of support from key personnel/co-investigators. Also ensured that grant milestones are being met while serving as a liaison between project members,university/hospital participants, and the grant institute. Additionally, was responsible for completing the interim progress reports for internal and external review , while assisting in project management including materials development-study protocols, IRB submissions and modifications, and the creation of survey forms and any needed interpretations into the Spanish language.

Greater New York City Area

**Promotional position , working at the capacity of the clinical administrative assistant with added supervisory responsibility of staff.Assisted senior clinical coordinators in all areas of the program’s clinical year phase, includingrotation placement and scheduling, administering and proctoring of examinations, and ensuring student health clearance in respect to their clinical site assignment.Managed clinical year correspondence from both students and clinical sites.Responsible for updating and reviewing policy manuals and accreditation reports pertaining to the clinical year and the execution of completed clinical affiliation agreements.Ensured all legal affiliation agreements are in compliance with current regulations and serving as a liaison between the clinical site, the program, and legal department in communicating any changes to the legal document. Supervised and managed the administrative staff while delegating work assignments within the program.Planned and coordinated the White Lab Coat graduation ceremony for the program.

New York City

Assisted senior clinical coordinators in all areas of the program’s clinical year phase, includingrotation placement and scheduling, administering and proctoring of examinations, and ensuring student health clearance in respect to their clinical site assignment.Managed clinical year correspondence from both students and clinical sites.Responsible for updating and reviewing policy manuals and accreditation reports pertaining to the clinical year and the execution of completed clinical affiliation agreements.Ensured all legal affiliation agreements are in compliance with current regulations and serving as a liaison between the clinical site, the program, and legal department in communicating any changes to the legal document. Planned and coordinated the White Lab Coat graduation ceremony for the program.

Bachelor Of Arts, Sociology

Activities and Societies: Sigma Lambda Gamma National Sorority, Inc. Order of the Eastern Star, Alpha Chapter

Master Of Public Administration (M.P.A.), Health/Health Care Administration/Management

Activities and Societies: Pi Alpha Alpha Honor SocietyMaster of Public Administration in Health Care Administration