Stella V. Email & Phone Number

Remote

• Coordinates and executes small to medium-sized operational auditing & compliance projects, on behalf of a contracted program, resulting in improvement in the team’s overall quality scores rates.
• Creates and delivers training schedules for team associates, driving continuous improvement, and covering topics including but not limited to standard operational procedures, compliance, and quality assurance, which.
• Analyze daily reports to identify trends and areas of improvement, to develop new; or enhance work processes to coordinate with the business needs of the program, which lead to improvement in work processes.
• Coach team associates to ensure team quantitative and qualitative metrics, in adherence to the Business Rules and Standard Operating Procedures.
• Collaborate with various teams (compliance, information technology, quality assurance, client leadership, and workforce management) to execute implementation and achieve objectives.

Remote

• Served as an Operational Program Associate Manager for Annual Re-verification season (during peak season), on a special project, in an interim capacity:
• Analyzed daily reports to identify trends and areas of improvement, to develop new; or enhanced work processes to coordinate with the business needs of the program.
• Coached team associates to ensure team quantitative and qualitative metrics, in adherence to the Business Rules.
• Collaborated with various teams (compliance, information technology, quality assurance, client leadership, and workforce management) to execute implementation and achieve objectives.

Frisco, Texas

• During off-peak, served as management support in this role: Served as leadership and client support for LASH Group/ Patient Services and as a departmental liaison.
• Served as subject matter expert and coordinated communication between patients, delegated administrators, medical staff, administrative staff, or sales field team to discuss assigned casework.
• Identified payer trends and reported any reimbursement trends/delays to the management team (e.g., billing denials, claim denials, pricing errors, payments, etc.).

Frisco, Texas

• Maintained confidentiality concerning all patient-sensitive information
• Verified patient medical and pharmacy insurance and communicated coverage details to patients and healthcare providers

Frisco, Texas

• During my contingent employment with A-Line staffing agency with start date of April 2013 for the permanent role, I was hired permanently for this role and was progressively promoted during my tenure:
• Maintained confidentiality concerning all patient-sensitive information
• Verified patient medical and pharmacy insurance and communicated coverage details to patients and healthcare providers

Lewisville, Texas, United States

• Analyzed all data intake team’s key performance indicators and coached the Data Intake team to meet individual company’s expectations.
• Ensured medical product orders were processed before deadlines for expedited and/or standard delivery
• Coordinated with Healthcare Providers and Allergan Sales Representatives on escalations regarding payment information and order confirmations.
• Resolved escalated issues for healthcare providers and Allergan Sales Representatives such as missed shipments, back orders, and price adjustments in a timely fashion.
• Facilitated all onboarding training for new data intake team members and provided ongoing guidance throughout their employment.

Dallas, Texas, United States

• Facilitated all onboarding training for new team patient support associates.
• Managed team member performance through team meetings, employee recognition, quality evaluations, and health care record audits.
• Developed and maintained staff schedules to ensure all shifts were adequately staffed, based on the company’s guidelines.
• Formulated and implemented an ongoing training plan for team patient support associates.
• Coordinated with the families of all patients we supported, as needed.

Carrollton, Texas, United States

• Provided monthly coaching sessions with team members to ensure the company’s expectations were met
• Identified Training and Coaching opportunities through call auditing and provide constructive feedback to team members
• Conducted New Hire Training periodically and hosted workshops for tenured team members.
• Resolved escalated loyalty program members and all other hotel guests’ complaints.