Ingrid Morales Email & Phone Number

South San Francisco, California, United States

At Myriad Women's Health, where I have been a Patient Advocate Supervisor since February 2020, my role revolves around ensuring fluid collaboration and clear communication with Technical Product Managers. I have been instrumental in the conceptualization and exhaustive testing of pioneering price estimation features, all while maintaining strict adherence to insurance standards. This role has necessitated oversight of the Billing Pillar Project team, where my responsibilities included the successful documentation of billing errors and the generation of JIRA tickets, leading to the development of efficient solutions for persistent billing issues, substantially refining the overall billing process.In addition to this, my collaboration with Technical Program Managers has been key in the triumphant launch of an avant-garde eligibility website. My duties in this project included overseeing extensive feature testing in staging, diligent error tracking, and JIRA ticket creation, all while providing insightful feedback. Supervising a dynamic team of five, I handle inquiries related to Myriad Women's Health products from both patients and providers, offering patient price estimates and addressing routine screening questions. As a leader overseeing up to 13 employees, I have worked alongside the IT department to enhance price estimate automation, leading to a 5% enhancement in the patient experience as a recognized expert in billing matters.

South San Francisco, California

In my role at Myriad Women's Health as a Customer Success Training, I took the lead in refining and reimagining the onboarding training program for our Customer Success Department. This overhaul was grounded in the valuable feedback received from various supervisors and the department director, all aiming to enhance overall performance and productivity. Within this period, I played a vital role in seamlessly integrating 20 new employees into the team. I implemented a crucial six-month post-training follow-up process to guarantee sustained success and alignment with the organization’s broader objectives.My collaborative effort with a range of stakeholders was pivotal in this role. Actively engaging with both external and internal feedback, I successfully revamped the training curriculum to suit our needs better. Beyond that, I led the creation and launch of several developmental workshops specifically designed to bolster both personal and professional growth within the Customer Success Department. This proactive approach significantly boosted call efficiency by within a six-month frame and contributed to a notable 15% decline in insurance billing errors. My efforts were recognized when I was honored with the "Training Coordinator of the Year" award in 2019 for successfully onboarding over 20 employees.

South San Francisco, California

Formally known as Counsyl Inc.At Myriad Women's Health, as a Senior Client Services Associate, I played a central role in the expansion and development of our team. My responsibilities included conducting interviews, overseeing the management of new hires, and guiding them throughout the onboarding process. This ensured a smooth transition and alignment with the organization's standards. My role enabled me to identify and rectify errors proactively through Salesforce reporting, showcasing my robust problem-solving skills. I proposed and implemented effective retraining strategies, leading to an enhancement in the Net Promoter Score (NPS) and overall customer satisfaction.I was committed to building and nurturing meaningful cross-functional relationships with key stakeholders, a critical aspect in driving and successfully achieving our departmental objectives. I also placed great importance on gathering and synthesizing feedback from team members. This process allowed me to develop strategic solutions that contributed substantially to improving operational efficiency within the department.

South San Francisco, California, United States

During my role as a Client Services Associate at Counsyl, Inc., I was centrally involved in the Outbound project. My contribution significantly streamlined and boosted the daily workflow for gathering essential information required for test orders. This enhancement in operational processes played a crucial role in markedly improving both operational efficiency and overall productivity. Known for my skill in troubleshooting a variety of issues, from product inquiries and service-related concerns to insurance billing matters, I consistently provided outstanding customer service that surpassed company standards, ensuring the timely resolution of outstanding orders and facilitating consistent follow-ups for timely deliveries.Providing assistance through phone, email, and live chat, I ensured that both patients and healthcare professionals received efficient and timely support. My involvement was crucial in increasing the Net Promoter Score by 20% through the introduction of an enhanced patient survey. While handling an average of 35 patient and provider interactions, I achieved a notable 30% boost in the Sales Support Net Promoter score, significantly enhancing customer satisfaction. Furthermore, my initiative to develop an automated fax system led to an 85% increase in agent efficiency.

San Carlos, Ca

At Natera Inc., I was tasked as a Customer Care Specialist, Tier 2. My role required a comprehensive understanding of Tier 1 processes. I consistently managed and resolved escalated issues from patients, clients, and internal departments, ensuring a high level of customer satisfaction while simultaneously contributing constructive insights for process enhancement. I was an active participant in the Kaizen Event Training Development in Austin, TX, where I significantly contributed to refining Tier 1 training processes for new hires, guaranteeing the delivery of unwavering and superior customer service.In collaboration with the inside sales department, I was instrumental in the onboarding of IVF clinics. I exhibited relentless dedication to promptly and effectively resolving complex PGS/PGD cases, always giving priority to urgent cases with accuracy and urgency. Managing over 50 IVF accounts across two core products, I showcased exceptional efficiency by resolving 80% of the outstanding IVF cases within a 24-hour timeframe, which bolstered customer service satisfaction substantially. Additionally, my implementation of a new hybrid training process led to a remarkable 15% increase in call center efficiency, underscoring my commitment to enhancing operational effectiveness and customer satisfaction.

San Carlos, Ca

As a Customer Care Specialist, Tier 1 at Natera Inc., I led efforts to build positive and robust relationships with clinics and patients. I actively handled patient information, ensuring the delivery of valuable resources and precise information concerning Natera products. This commitment to clear and helpful communication significantly elevated client satisfaction levels. My daily tasks involved proficient use of a variety of essential tools and systems, such as Natera products, Laboratory Information Management Systems, desk.com, Salesforce, and Great Plains OM. These tools were critical in ensuring smooth customer interactions and delivering efficient solutions to their concerns and inquiries.Recognized for my expertise and reliability, I was entrusted with the role of an application tester for new departmental upgrades and tools. This role underscored my commitment to remaining updated with technological advancements, thereby enhancing operational efficiency within the department. As an Application Tester, my active involvement in testing and validating over 10 new features within Salesforce and LIMs applications contributed to a commendable 10% increase in agent efficiency, showcasing my substantial contribution to improving departmental performance and customer service delivery.

Mountain View, Ca

From 2014 to 2016, I served as the primary contact for addressing customer service issues as a supervisor. This encompassed both in-store and online services. My responsibility was to resolve customer concerns effectively, a task I approached with a consistent customer-centered attitude and a dedication to maintaining a positive environment. This approach ensured customers always felt heard and valued, reinforcing the company’s reputation for excellent customer service.My commitment to enhancing customer experience extended to my active involvement in the company's customer loyalty initiatives. I fervently promoted participation in the World Market Explorer program, a dedication that culminated in an exceptional increase of 11.6% in customer loyalty during my tenure. Additionally, as a vital member of the "Be Best" Focus group, I was instrumental in leading initiatives to revamp and refine existing processes. These efforts contributed significantly to marked improvements in customer service satisfaction levels, reflecting my unwavering commitment to exceptional customer service and operational excellence.

Mountain View, Ca

Mountain View, Ca

Bachelor Of Arts (Ba), International Relations And Affairs/ Italian

Political Science, Italian Government & Italian Language

-Exposure to new culture(s) -Established networks using Language Tandem -English tutor and light translating work