Yvette Rivera Email & Phone Number

Chicago, IL, US

Chicago, Illinois, United States

As the Director of Resident Experience, I am the first person prospects and residents meet when they come home. I take ownership and pride in creating stellar first impressions and building ongoing positive relationships. My natural ability to strike up a conversation and make people feel “at home” is what enables me to excel. I enjoy personalizing every.

United States

Oversee programs to ensure that all managers and supervisors are fully able to provide support to call center associates who assist patients with chronic conditions and the healthcare providers with the utmost customer service Serve as a client and vendor contact with external entities related to the program to establish and maintain excellent client.

Lake Mary, FL

• Managed multiple programs with clinical and non-clinical staff in a call center environment to support patients with terminal diseases states and their healthcare providers
• Establish and maintain excellent client and vendor management
• Schedule and monitor staff and day to day workflow
• Develop employee’s skills, evaluate performance, and provide feedback
• Oversees resolution of employee relations
• Conducts hiring, training, and evaluation of staff

Lake Mary, FL

• Managed Call Center Case Managers to promote a working team environment and ensure best practices are shared
• Work to develop employees’ skills, evaluates performance, and provides feedback
• Oversee resolution of employee relations issues
• Conduct hiring, training and evaluation of staff
• Provides on-going coaching to each associate on their team concerning quality, reliability, accountability, and productivity
• Maintain awareness on payer guidelines to ensure compliance is captured

Lake Mary, FL

• Successfully contributed to the design and development of training material for the Acthar Program
• Defined the scope of the program in collaboration with Senior Leadership and created/executed a detailed work plan to address identified needs or gaps in performance or knowledge with a strong focus on client.
• Use clear communication and cross-functional process management skills to ensure timely delivery of effective training courses that added value in business initiatives while maintaining compliance
• Prioritize and manage time effectively and kept issues confidential
• Turned complex information from multiple sources into simple, understandable material to train operations staff
• Provide training for staff on processes, operating and market systems, programs, and developments

Orlando, FL

• Successfully designed and developed a Training Certification Program for the Billing and Reimbursement Department which included Knowledge Checks, Training Material, New Hire Process and Onboarding
• Defined the scope of the program in collaboration with Senior Leadership and created/executed a detailed work plan to address identified needs or gaps in performance or knowledge with a strong focus on Government.
• Used clear communication and cross-functional process management skills to ensure timely delivery of effective training courses that added value in business initiatives while maintaining compliance and mitigating risk
• Built and maintained effective partnerships with internal clients through needs assessments and discussions to proactively identify issues that impact training needs
• Conducted various meetings with project stakeholders to ensure accurate development of Certification Program
• Maintained awareness of new developments in training, instructional design and recommend modifications in curriculum and practices

Winter Park, FL

• Review and process all eligibility requests, maintain billing spreadsheets for large clients, assist in billing reconciliation and payroll functions, administer Cobra for Key Clients
• Serve as a primary day-to-day contact to clients and members with benefits, claims and/or billing inquiries
• Train new clients on all carrier website billing and reporting
• Administratively assist Sales Executives and Account Managers in all functions of new and renewed business
• Professionally conduct benefit enrollment presentations to client employees while increasing opportunities to upsell
• Review contracts to ensure appropriate benefits are applied

Certification, Project Management

Certification, Executive Business Process

Associate'S Degree, Business, Management, Marketing, And Related Support Services