Stephen Rivera Email & Phone Number

Pasadena, CA, US

Pasadena, CA, US

Los Angeles, California, United States

• Led, empowered, and advocated for a team of 43 multidisciplinary staff members and served as Interim Administrator within 90 days of hire from January to May 2023.
• Cultivated and partnered with entire regional Neurology and Sleep operations in strategic priorities and organizational redesign.
• Managed day-to-day multi-site operations regarding: staffing, clinician scheduling and access, performance management, value-based care delivery, and service recovery.
• Utilized project management, coaching and engagement to improve department metrics. Oversaw $14M budget to ensure financial stability and sustainability.
• Cultivated a culture of engagement and psychological safety during a period of leadership transitions as demonstrated by:
• Highest staff engagement scores in the medical center and service line.

Los Angeles, California, United States

• Liaison to 60+ departments and senior leaders encompassing project management for multiple large-scale, diverse, and complex projects in an ambiguous environment.
• Consulted, provided insights and escalated concerns when indicated on booking guidelines, standard operation procedures (SOPs), referral and waitlist workflows, staffing and service agreements/contracts, facility data.
• Facilitated strategic planning meetings and created communication plans for local area leaders.

Fontana, CA

• Developed adaptive and blended learning presentations, trainings and roadshows to clinical, clerical, and administrative staff to enhance patient experience in contact center and primary care service lines.
• Proactively identified issues and collaborated with various stakeholders to develop comprehensive business plans, resolve risk management issues, and align governance process.
• Primary consultant with managed portfolio of applications/programs such as: Genesys, NICE Nexidia, NICE Engage, Intradiem, Verizon Automated Call Distributor (ACD) and Interactive Voice Response (IVR), UKG, Workforce.
• Consulted on patient advisory council feedback sessions.

Woodland Hills, California

• Provided individualized staff development via observation, coaching and monthly direct report rounding.
• Collaborated with medical office management, staff, and physician schedulers to resolve quality and member satisfaction concerns.
• Managed performance reviews including disciplinary actions in a Labor-Management environment.
• Minimized workplace safety incidents through monthly safety observations and departmental walkthroughs.

• Managed and coordinated customer service calls across multiple business lines.
• Implemented a comprehensive department training manual utilizing instructional design methodology, addressing diverse learning objectives and system applications.
• Consulted on forecasting business opportunities and developed financial and risk analytics to support banker performance metrics.

Seatac, WA

• Assisted in ocean and airline purchase order documentation, global tracking logistics, and freight processing for a variety of global customers and airlines.
• Developed relationships with trucking company employees, motivated staff to promote company objectives and deadlines, as well as adhere to all domestic and international air/ocean export regulations.
• Supervisory Capacity: Trained seasonal hires during peak freight times to meet tight deadlines. Demonstrated proper forklift techniques, airport delivery, TSA Screening methodologies, and diagnosed and/or resolved.

Seattle, WA

• Maintained excellent conflict resolution and customer service to alleviate restaurant complaints and promote company products.
• Utilized bi-lingual Spanish skills to communicate with visiting patrons and delivery customers to optimize customer experience.
• Proficiently and efficiently used his positive attitude, personality, punctuality, and thorough knowledge of the menu/alcoholic beverages to provide high quality service at fast food level speed.
• Trained over 25 newly hired drivers/servers on company standards, financial responsibilities, FOH/BOH computer systems, and customer relations through kinesthetic, shadowing, and audible training approaches.

Seattle, WA

• Supported service staff with customer requests as well as maintaining the dining room environment.
• Engaged with FOH/BOH to ensure a smooth transition between guests and reservations, as well as bussing large parties and/or private events.
• Polish/rolled silverware, bus and manicured tables throughout the restaurant.
• Prepared and served beverages according to quality standards.
• Maintained the expeditor and wait stations. Memorized bar/seat numbers to deliver food orders.

Seattle, WA

• Coordinated with research technicians to strategize on lab experiment preparations, autoclaving, and pipette calibrations.
• Oversaw Biohazard Level III cleanliness, materials stocking, and prepared solvents for streamlining laboratory projects.
• Assisted with materials transportation and LN2 tank functionalities to ensure proper storage of specimens.

Education record

Center for the Study of Latino Health and Culture - Advancing Latino Leadership A four-month experience (3 days on-site at UCLA, four.

Master Of Business Administration (M.B.A.), Healthcare Management

The master's in healthcare management curriculum is designed to prepare individuals to lead, influence, and shape the future of.

Bachelor'S Degree, Cell/Cellular And Molecular Biology

4 Year program with Lab courses in Genetics, Molecular Biology, Cell Biology, Microbiology, Biochemistry, Organic Chemistry, Immunology.

Associate'S Degree, Associate Of Arts