Elsa Liz Torres Email and Phone Number

-Combined responsibility of the operational management of federally- designated Organ Procurement Organization in Puerto Rico and oversee the Quality Assurance Process Improvement Plan for the successful delivery of organ donation in accordance with company policies, regulatory procedures, and accrediting agencies. Quality Functions: -Supervise a team of Quality Review Coordinators to effectively develop individual and organizational goals to obtain objectives.-Performs audits of division-specific activities related to organ recovery and documentation to ensure compliance with all governmental organizations and LifeLink policies.-Active participant of regulatory and accrediting agencies audits, implementing corrective actions plan as necessary.-Manage operational and policies variances and external customer complaints, initiate an investigation for a solution to maximize the quality of service. -Remains informed of developments in quality and regulatory issues as they relate to organ recovery through literature, attending seminars, and/or conferences.-Provide employees educational sessions of new policies, as needed. Admin- On-Call Functions: -Implement the logistics coordinator of organ donation cases on a rotation schedule, averaging six times per month on 24 hours basis.

-Responsible for the operational management and daily operations of the federally-designated Organ Procurement Organization in Puerto Rico.-Managed the office administrative assistant’s staff.-Liaison with LifeLink’s Foundation Facilities Division: Company vehicles, facilities maintenance, and agreements with external vendors to sustain effective budget administration. -Accountable for prepared, justified and managed departmental annual budget.-Maintained up-to-date operational permits and comply with state and federal regulations. Human Resources Functions: -Provided the first review of resume, pre-screened, and interview candidates for employment.-Supported the final stage of recruitment with LifeLink Foundation’s HR Division. -Delivered onboarding training to new hired employees on Human Resources policies and procedures, benefits, corporate compliance, sexual harassment, among others.-Involved in the employee's disciplinary measures, including process termination of employment.-Ensured compliance with all federal and state regulations and licensing requirements.

-Supervised and coordinated all processes and activities in the Call Center, ensured organizational guidelines are followed in client outbound and inbound calls for health insurance companies.-Supported and scheduled staff meetings to provide a forum for open communication and problem resolution and to ensure daily goals were met.-Responded to customer inquiries requests; drove medical advice issues efficiently and professionally.-Met all requirements to prepare the call center for its first Utilization Review Accreditation Commission (URAC) visit with seal of approval results.