Zachary Silva Email & Phone Number

San Diego, California, United States

Address and resolve grievances submitted by healthcare providers, account representatives, and members.Follow up and conduct consistent reporting to ensure changes and enhancements to the grievance process at Veyo.Respond to complaints, grievances and appeals, adhering to all regulatory, accreditation and internal processing timelines and guidelines.Collect, analyze and interpret trend information to address non-routine business-related concerns. Build Veyo’s brand image with members, physicians, hospitals, regulators and providers by providing effective and efficient service.

Greater San Diego Area

- Ensure successful distribution and confirmation of non-emergency medical trips- Able to clearly communicate with providers on inquires, investigations, and technical support as the point of contact to an assigned area or market through phone support and help desk tickets- Research, document, and track issues while delivering solutions to problems or issues that may occur with transportation

• Conduct thorough, detailed investigations regarding sensitive subject matter using various platforms (phone, chat, email) to develop case details. • Contact, interview, and document statements from insurers, witnesses, and law enforcement agencies to secure necessary information.• Analyze evidence, and present recommendations for internal actions to key stakeholders.• Work closely with internal customers including; Trust & Safety, Insurance, Legal, Communications, Law Enforcement Response, and Operations to coordinate and facilitate expeditious and consistent case resolution in accordance with an approved support logic.• Train and mentor new hire investigators while simultaneously working my own case load.• Perform postmortems of mishandled cases for stakeholders and make recommendations in an effort to prevent future re-occurrences.

Managed and distributed time sensitive cases amongst a team while ensuring workload was leveled evenly and SLAs were metBuilt trustworthy relationships with stakeholders to resolve risk incidents, including those with law enforcement and media involvementManaged queue levels during peak hours for North America, partnering with on-shift agents to delegate incoming cases Ensured urgent issue types with high media risk and sensitivity are handled in a standardized, timely, and legally-compliant mannerElected as a coach in Uber’s Big Buddy Mentor Program to provide subject matter expertise to onboarding agents

Tempe

Managed crew breaks, shift changes, shift meetings, and line schedules while ensuring customer satisfaction was maintained Supervised 35 crew members towards achieving performance goals while prioritizing professional growthLead successful day-to-day operations of the restaurant, while executing marketing promotions such as fundraisers, BOGO promotions, and grass root recruitingDeveloped and cross-trained all crew members by reviewing overall performance and creating performance improvement plans as needed

Tempe

Monitored kitchen equipment by ensuring all appliances were in working condition; arranged quick repairs for any defective equipmentMonitored food waste and inventory levels, while resolving food quality issues such as foodborne illness emergenciesEnsured that the kitchen and all crew members met the necessary guidelines in order to prevent injuries or accidents