Ahlana Polanco
Tampa,FL
Summary
Detail-oriented healthcare operations professional with experience coordinating workflows, supporting day-to-day operations, and collaborating across teams. Skilled in data reporting, process improvement, time-sensitive requests, and healthcare administration, with a focus on accuracy and efficient operations. Experienced in supporting employees, resolving requests, and identifying opportunities to improve processes and overall service. Currently advancing my knowledge through a Master of Science in Health Administration.
Overview
7
7
years of professional experience
Work History
Quality Improvement Specialist
Vibrant Emotional Health
Remote
02.2025 - 09.2026
- Managed 20-30 complaint investigations weekly from intake to resolution while completing quality reviews and documentation across multi-channel healthcare operations.
- Conducted 80-100 monthly quality reviews of calls, chats, and texts, identifying operational gaps and translating findings into actionable improvements.
- Collaborated with standards, training, and procedures teams on investigations, driving follow-ups and advancing complex multi-stakeholder reviews toward resolution.
- Tracked operational reporting on complaint activity, volume review, quality scores, and performance trends, providing data for pattern identification and process improvement.
People Operations Coordinator
Weill Cornell Medicine
Remote
11.2023 - 02.2025
- Supported concurrent workforce workflows across onboarding scheduling and training to improve day-to-day healthcare operations.
- Prepared performance tracking reports from maintained timesheet data to strengthen leadership operational insight.
- Coordinated logistics for onboarding and training so employees had essential information for readiness.
- Reviewed and updated departmental policies to support consistent execution of operational procedures.
Operations Coordinator
Aveanna Healthcare
Remote
07.2022 - 11.2023
- Managed healthcare workflows from referral through fulfillment, coordinating insurance verification, benefit review, documentation, follow-up, and operational handoffs to move services toward completion.
- Verified insurance eligibility and benefits and proactively reconciled missing or inconsistent information, reducing preventable barriers and delays before service fulfillment.
- Served as a key liaison between Account Executives and internal operations teams, resolving documentation and insurance issues and coordinating next steps across stakeholders.
- Maintained referral and insurance records in Brightree and tracked outstanding requirements through completion, strengthening documentation accuracy and continuity across operational handoffs.
HR Administrative Assistant
Trilogy Home Health
Port Saint Lucie, Fl
03.2020 - 04.2022
- Managed clinician onboarding logistics from scheduling through operational readiness, coordinating documentation, onboarding materials, equipment, and new-hire sessions.
- Served as a central point of contact throughout onboarding, resolving questions and coordinating outstanding requirements to keep new-hire processes moving.
- Tracked clinician licenses, certifications, and CEUs, supporting timely workforce readiness and preventing incomplete documentation from disrupting onboarding.
- Standardized onboarding packets, checklists, and process documentation, creating a more consistent and repeatable workflow for incoming clinicians.
Education
Master of Science - Health Administration
Capella University
12-2026
Bachelor of Arts - Organizational Communication
Florida International University
12-2022
Associate of Arts - Communications
Indian River State College
06-2020
Skills
- Workflow Management
- Operational Support
- Process Improvement
- Project Management
- Performance Monitoring
- Policy & Procedure Compliance
- Data Tracking & Analysis
- Cross-Functional Collaboration
Technical Skills
Microsoft 365, Excel, Teams, Outlook, Slack, SharePoint, Tableau, Asana, Jira, Salesforce
Timeline
Quality Improvement Specialist
Vibrant Emotional Health
02.2025 - 09.2026
People Operations Coordinator
Weill Cornell Medicine
11.2023 - 02.2025
Operations Coordinator
Aveanna Healthcare
07.2022 - 11.2023
HR Administrative Assistant
Trilogy Home Health
03.2020 - 04.2022
Master of Science - Health Administration
Capella University
Bachelor of Arts - Organizational Communication
Florida International University
Associate of Arts - Communications
Indian River State College