Angie Torres
Rochester
Summary
Strategic, people-centered leader with 15+ years of experience driving operational excellence, team performance, and service quality within healthcare and customer operations environments. Proven ability to lead teams, exceed SLA and quality benchmarks, and deliver measurable cost savings through process improvement, automation, and change leadership.
Overview
7
7
years of professional experience
Work History
Manager, Patient Coordination
ROMTech
01.2024 - Current
- Lead patient coordination operations supporting high-volume clinical workflows, ensuring timely, high-quality service delivery.
- Partnered with Product and IT leaders to implement SMS-based patient clearance automation, reducing outbound calls by an estimated 40% and generating $200K+ in annual savings.
- Supported CRM implementation by coordinating UAT, documenting workflows, and developing SOPs, improving readiness and adoption across teams.
- Managed cross-functional initiatives impacting multiple departments while maintaining uninterrupted operations.
- Serve as senior escalation point, resolving complex patient issues and contributing insights that drive continuous improvement.
Product Operations Specialist
Excellus BCBS
11.2021 - 01.2024
- Coordinated UAT processes and validated workflows to ensure readiness for the launch of 10+ concurrent product and operational initiatives.
- Partnered with product owners, developers, and scrum teams to translate business needs into operational requirements.
- Coordinated training and communications supporting adoption across hundreds of end users.
- Provided post-launch support and analysis, contributing to improved turnaround time and reduced rework.
Clinical Operations Compliance Administrator
Excellus BCBS
05.2019 - 11.2021
- Led internal audit programs consistently achieving 98% quality and compliance scores.
- Developed corrective action plans and training programs that reduced repeat audit findings by approximately 25%.
- Supported development and launch of a new care management platform, ensuring regulatory and operational readiness.
- Oversaw delegated entities to ensure adherence to New York State regulatory requirements.
Call Center Manager
Excellus BCBS
10.2018 - 05.2019
- Managed daily operations for a call center supporting high call volumes, maintaining SLA adherence above 95%.
- Recruited, onboarded, and coached staff, contributing to improved retention and performance.
- Implemented cross-training and workflow improvements reducing coverage gaps and service delays.
Education
Bachelor of Science - Social Work
SUNY Brockport
Brockport, NYSkills
- Team Leadership
- Operational Strategy & Execution
- Change Management
- Process Improvement & Automation
- Customer & Patient Experience
- Compliance & Quality Management
- Cross-Functional Collaboration
- Talent Development & Coaching
- Stakeholder & Vendor Management
- CRM, SharePoint, SOPs, QA & Workflow Systems
Affiliations
Latino Leadership Development Program – Alumni
Timeline
Manager, Patient Coordination
ROMTech
01.2024 - Current
Product Operations Specialist
Excellus BCBS
11.2021 - 01.2024
Clinical Operations Compliance Administrator
Excellus BCBS
05.2019 - 11.2021
Call Center Manager
Excellus BCBS
10.2018 - 05.2019
Bachelor of Science - Social Work
SUNY Brockport
Previous Leadership Experience
- Call Center Operations Manager – Centene Corporation
- Supervisor, Customer Operations – Monroe Plan for Medical Care
- Team Lead, Customer Operations – Monroe Plan for Medical Care