Roxana De La Barra Email & Phone Number

➤ Handling phone-based customer interactions to address complex member needs and provide service recommendations.➤ Coordinating an integrated delivery of care and treatment plans including those for long-term care for members.➤ Assisting members to close gaps in care for themselves or their family members including authorizing claims payments.➤ Providing.

Orem, Utah, United States

➤ Managed the escalation calls team and supervised 2 after hours teams and an ambulance service dispatch team.➤ Directly supervised 3 team leads and indirectly managed over 50 agent. To deliver a high level of customer satisfaction.➤ Supervised operations and staff for inbound and outbound medical transportation and implemented/enforced SOPs.➤ Oversaw team.

➤ Scheduled requested medical transportation for millions of healthcare plan members throughout the United States.➤ Improved the quality assurance process by simplifying the reviews process and seating clearing expectations.➤ Served as a member of culture committee responsible for improving employee engagement and recognition.➤ Helped recruiters in.

➤ Answered or made supervisor calls to provide Spanish-speaking clients with resolution or help with any major issues.➤ Trained and coached employees once every other week as well as attended and translated at bi-monthly team meetings.➤ Took daily attendance of employees, approved employee timecards, and performed regular employee reviews.➤ Performed.