Stephanie Sanchez Email and Phone Number

• Manage and supervise the day-to-day operations of the Quality Assurance Department, including hiring, training, motivating, and evaluating staff.• Develop and implement training programs to ensure that all staff members have the necessary skills andknowledge to perform their jobs effectively.• Monitor and analyze adherence to quality metrics by internal and downline sales and customer service staff, and observe interactions with consumers to identify areas for improvement and implement corrective actions asneeded.• Establish, in coordination with sales and operational department leadership, scorecards against which internal and downline sales and customer service performance will be audited and managed.• Recommend, oversee, and track coaching and retraining activities when performance issues are identified throughthe QA process.• Manage an escalation process for potential quality or compliance issues that require further investigation.• Collaborate with other departments to ensure that quality standards are integrated into all aspects of the business,particularly in relation to internal and downline sales activities and customer service interactions.• Ensure internal and downline sales staff and customer service staff are kept up-to-date on complianceperformance standards with regard to all regulatory requirements related to internal and downline sales activitiesand customer service interactions so that such staff can meet or exceed such standards.• Maintain up-to-date knowledge of changes to applicable regulatory requirements and industry standards.• Develop and maintain policies and procedures related to quality assurance for internal and downline salesactivities and customer service interactions and ensure that all staff members are aware of them so that such staff can be held accountable to them.• Represent the Quality Assurance Department in meetings with other departments, clients, vendors, independent contractors, and regulatory agencies.

Responsible for recruiting, hire, train, onboard, manage, discipline, and conduct retention activities to ensure adequate staffing levels.Identify major repairs requiring third-party vendors and negotiate.Monitor contract compliance, spend compliance and usageStreamline workflows, spend management protocols and the approval process.Establish trust and credibility by fostering a positive relationship with senior executives, management and departments supporting revenue cycle.Analyze productivity, inventory, and quality results to formulate action plans for continuous performance improvement.Identify opportunities for up-selling and cross-selling to develop those opportunities.Identify opportunities for up-selling and cross-selling and communicate with Senior Manager, Vice President, and sales team to develop those opportunities.Understanding of processes involved in obtaining permits and licenses.Manages all installation activities as assigned.Develops installation schedules; manages installers and technicians.Ensures that all technical, revenue, and cost objectives are met while maintaining high levels of customer satisfaction.Manages the involvement of vendors and subcontractors in the installation process.Understands installation management.Negotiates with senior management for resources and priorities that affect the function's areas of accountability.Consistent exercise of independent judgment and discretion in matters of significance.Reviews and the scope, design, materials, budget and sets the schedule and foreman in charge of each project.Utilizes a checklist to follow a proven workflow; Achieves 100% customer satisfaction on the survey at the end of the project.Conducts weekly review with VP of Operations on timing and accuracy of the forecasts.Conducts a job closeout review at the end of each project to review budget targets and final gross margin and number of repairs needed after the project.

• Draft, Finalize, publish, monitor, and revise workflows, call scripts and procedure.• Build Call Center operations from the ground up.• Develop and lead Customer Service and Quality Assurance departments for more than 50+ call center agents (in Florida/Mexico).• Monitor, improve and report on key performance metrics.• Managed strategic planning and day-to-day operations of two statewide call centers delivering excellent customer service.• Provide vision, direction, and leadership to a management team responsible for more than 50+ call center agents and Quality Assurance Analysts.• Established operational strategies to ensure timely and quality service.• Responsible for call center IVR infostructure.• Implemented technology to boost call center performance.• Led continuous process improvements and Lean management efforts.• Leading, coaching, and developing staff at all levels to achieve high performance.• Working with other Directors, Managers, and team leads at various locations, to create a cohesive and collaborative environment that values team success across delivery, quality assurance, training, communication, and reporting.• Setting employee goals and objectives and performing quarterly and annual employee performance evaluations• Ensure Call Center Representatives understand and comply with all call center objectives, performance standards, and policies.• Answer agent questions regarding best practices or how to handle difficult calls.• Develop presentations and talks to motivate and educate call center agents.• Identify operations issues • Build relations with clinical and operations teams; use best practices for collaborating, problem-solving and servicing patient needs as a team.• Serve as first point of contact for technology concerns, as well as communications and implementation of process within the contract center (Email, fax, phone, chat, web, contact center, call).Responsible for integrating the department s intake services.

• Improved department’s Service Level and Abandonment rate• Implemented quality assurance policy, procedure, and process for the Call Center.• Implemented workforce management policy, procedure, and process for the Call Center.• Support Medical Centers, Referral Department, Medical Records, Pharmacy, Sales Transportation, and Retention Department with phone coverage, quality assurance and workforce management.• Implemented Member satisfaction team which conduction daily member satisfaction surveys• Support new telephony system (Five9) for the Call Center • Implemented auto dialer to confirm over 600 next day appointments.• Recruit and maintain a high-performance call center team by selecting, orienting, training, assigning coaching, and disciplining employees.• Manage the Call Center including but not limited to hiring, scheduling, allocating work, evaluating performance, setting expectations and goals, identifying professional development programs as well as staff coaching.• Define department’s KPI’s and evaluate work of agents, conduct performance appraisals, bonuses, promotions, and re-assignments for 30+ agents.• Oversee the creation and maintenance of internal policies and procedures such as Standard Operating Procedures, relative to the day-to-day technology operations.• Manage operational metrics and reports.• Implements processes and procedures relevant to the collection of data and report generation.• Structure and manage integrated projects to achieve expected business results.• Plan, organize, manage, and monitor the department's operations in accordance with the work plan and needs of the organization to achieve the expected results.• Contribute to the development of the department's budget, responsible for meeting the revenue and budgetary margins to ensure the profitability of the department.• Establish goals and develop training processes to ensure maximization of workforce.

• Responsible for setting goals for performance and deadlines in ways that comply with company's plans and vision.• Leading, coaching, and developing staff at all levels to achieve high performance.• Review and update/rebuild Key Performance indicators and key metrics that will support continuous improvement and growth for employees, managers, and organization.• Responsible to organizing workflow and ensuring that employees understand their duties or delegated tasks.• Responsible for monitoring employee productivity and providing constructive feedback and coaching.• Responsible in conducting full lifecycle analysis to include requirements, activities, and design.• Responsible in supporting the organization's performance improvement process; identifying performance trends; and prioritizing and recommending improvements through data-driven analysis. • Responsible in ensuring compliance with all State and Federal contractual requirements regarding quality management.• Responsible for supporting PACE’s performance improvement process. Also, to provide consultative services for PACE staff toward meeting standards of performance.• Identifying opportunities for performance improvement in all areas and conducts chart audits to oversee documentation compliance.• Oversees data collection from sites for HPMS data submission.• Coordinates, and prepares monthly Quality Subcommittees, and takes minutes.• Use the principles of continuous quality and performance improvement to monitor functions and drive organizational change.• Supports the grievance and Appeal process and facilitates meetings as needed to ensure customer satisfaction.• Perform periodic performance reviews and targeted audits as determined by the Director, leadership, and performance trends.• Represents Director at meetings as necessary.• Participates in continuing education programs and related community activities and supports the department in any additional activities as needed.