Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

ADRIANA VERDEJO-MONTERO

Operation Manager
Denton,TX

Summary

Dedicated operations manager with over 15 years of experience optimizing organizational efficiency and driving strategic initiatives. Proven track record of streamlining processes, reducing costs, and enhancing productivity across diverse departments. Skilled in team leadership, performance management, and cross-functional collaboration. Adept at implementing innovative solutions to overcome operational challenges and achieve business objectives. Strong analytical and problem-solving abilities, coupled with a commitment to continuous improvement. Seeking to leverage expertise in operations management to contribute to the success and growth of a medical organization.

Overview

13
13
years of professional experience

Work History

Technical Specialist

Soho MD
02.2024 - Current
  • Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
  • Developed technical requirement documentation for new software products.
  • Developed custom software solutions to address unique business requirements, driving overall operational improvements.
  • Assessed business requirements to create focused solutions.
  • Improved system efficiency by optimizing software configurations and troubleshooting hardware issues.
  • Provided exceptional customer support, resolving complex technical issues with effective communication skills.
  • Presented business leaders with ROI estimations to drive project planning.
  • Organized system operating procedures to strengthen controls.
  • Led successful IT infrastructure upgrades, minimizing disruption to business operations during transitions.
  • Mentored fellow team members in advanced technical concepts, fostering collaborative work environment where ideas were freely exchanged.
  • Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
  • Enhanced interfaces to promote better functionality for users.

Call Center Operations Manager

SohoMD
7 2018 - Current
  • Managed day-to-day operations for privately held multi-site mental health practice
  • Oversaw Call Center & IT Department, Managed 80 employees in US and overseas, overseeing 200+ providers
  • Improved customer satisfaction by implementing effective call center strategies and streamlining operations.
  • Conducted hiring, evaluation, education, discipline, and termination of staff
  • Participated in ongoing staff training and development
  • Ensured efficient processes and optimized operational flow
  • Monitor KPI include metrics like call resolution times, customer satisfaction scores, total inbound and outbound calls, specific employee work performance.
  • Attended safety training meetings to learn procedures for handling medical emergency calls.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Developed strong relationships with key clients through proactive communication channels ensuring high-quality support standards.
  • Collaborated with other departments to resolve escalated customer issues, resulting in improved customer retention rates.
  • Created team rotations to man center effectively during peak hours.
  • Introduced new technologies and tools to streamline workflows, increasing staff efficiency and productivity levels.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Worked effectively in fast-paced environments.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Gained strong leadership skills by managing projects from start to finish.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked well in team setting, providing support and guidance.
  • Organized and updated databases, records and other information resources.
  • Completed bi-weekly payroll for employees.
  • Created organized filing system to manage department documents.
  • Organized and detail-oriented with strong work ethic.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Managed daily call center operations, ensuring optimal staffing levels to meet service level objectives.

Office Manager

Murray Hill Medical Group
01.2017 - 06.2018
  • Managed day-to-day operations for a multi-site primary care focused multi-specialty group
  • Supervised various departments including Medical Assistants, Receptionists, Secretaries, Operators, and Technicians
  • Investigated and resolved operational challenges
  • Managed relationships with lab vendors and ensured timely reporting of results
  • Conducted hiring, evaluation, education, discipline, and termination of staff
  • Ensured appropriate staffing levels and cross-training
  • Served as a liaison between physicians, staff, billing office, and patients.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Evaluated employee records and productivity and submitted evaluation reports.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Office Manager

Bridge Pediatrics
01.2016 - 01.2017
  • Managed VFC and private vaccines
  • Handled minor billing and coding with insurance companies
  • Oversaw daily office activities, ordered supplies, and managed office stock
  • Performed front desk and medical assistant duties as a backup
  • Conducted prior authorizations for radiology, labs, and medications.
  • Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Maintained up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Medical Assistant & Receptionist

Jersey City Medical Center
01.2011 - 01.2016
  • Worked closely with 10 physicians across various departments
  • Completed disability paperwork for the surgery department
  • Assisted in wound vacuum changes and other minor surgical procedures
  • Managed a staff of 15 employees
  • Scheduled and prepared referrals for laboratory, radiology, and medications
  • Handled minor medical coding and prior authorizations
  • Conducted various medical procedures and exams.

Education

Associate of Applied Science - Health Science

Hudson County Community College
Jersey City, NJ
05.2001 -

Certificate - Medical Assitant

Sanford Brown Institute
New York, NY
05.2001 -

Skills

  • Client Relationship Building

    • undefined

    Websites

    Timeline

    Technical Specialist

    Soho MD
    02.2024 - Current

    Office Manager

    Murray Hill Medical Group
    01.2017 - 06.2018

    Office Manager

    Bridge Pediatrics
    01.2016 - 01.2017

    Medical Assistant & Receptionist

    Jersey City Medical Center
    01.2011 - 01.2016

    Associate of Applied Science - Health Science

    Hudson County Community College
    05.2001 -

    Certificate - Medical Assitant

    Sanford Brown Institute
    05.2001 -

    Call Center Operations Manager

    SohoMD
    7 2018 - Current

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    ADRIANA VERDEJO-MONTEROOperation Manager