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 support to ensure patients progress toward desired outcomes with quality care and have questions answered.➤ Working independently while mentoring or acting as a resource for others and coordinating the work of colleagues.➤ Developing, performing, and promoting interdepartmental integration and collaboration to enhance member services.➤ Solving complex member problems and proactively identifying effective solutions to ensure member satisfaction.➤ Making recommendations for improvement and identifying corrections to processes or procedures to ensure quality.➤ Planning, prioritizing, organizing, and completing work to meet established objectives for timely service delivery.➤ Monitoring activities for the effective execution of corrective action requirements imposed by state or federal agencies.➤ Acting as a facilitator to resolve team conflicts and collaborating across project teams spanning multiple functions.➤ Supporting key healthcare services functions for case, disease, and utilization management as well as care transitions.

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 onboarding and training, evaluated employees, and organized, schedule, and monitored work processes.➤ Monitored and assessed level of customer satisfaction and resolved sensitive and complex issues raised by members.➤ Developed content for training, assigned staff for required training, and conducted initial and ongoing training to staff.➤ Provided release communications and expedited requests for discharges, critical care, or members who were stranded.

➤ 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 conducting interviews for job candidates and provided Spanish language support/translation.➤ Performed client-service and administrative duties for the transportation department in communication with dispatchers.➤ Provided safe and reliable transportation to clients across the US by ensuring timeliness of transportation assignments.➤ Worked with management and coordinated daily medical transportation services with agency dispatch department.➤ Provided courteous and timely communication with clients for transportation between home and health clinics/facilities.

➤ 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 write-ups for employees who were not performing well and ensured employees followed code of conduct.➤ Oversaw employee utilization adherence and employee remediation and supported Spanish-speaking staff with issues.