Alexiz N. Villanueva
Huntington Beach,Ca
Summary
As a highly motivated and dedicated individual, I am seeking a rewarding and challenging opportunity to show my skills and abilities learned over the years. I am looking to use the knowledge I have gained in my recent work experiences to lead a team as well as provide others with opportunities to learn and grow within your company. I am also seeking to grow my own skill sets by learning from others with greater knowledge and experience. I strive to be a subject matter expert (SME) in all my positions. My drive to strive for excellence results from the 3 D’s: Dedication, Desire, and Determination.
Overview
16
16
years of professional experience
Work History
Trainer & Quality Specialist - Patient Experience
RADIOLOGY PARTNERS
12.2021 - 06.2023
- Responsible for performing formal routine & focus audits to identify gaps and areas of opportunities while tracking teammate performance.
- Facilitated new hire training for RCM patient experience call center agents.
- Managed department calibration sessions with onshore and offshore teams.
- Developed department training materials and curriculum.
- Assisted with maintenance and upkeep of department support platforms including LMS system.
- Knowledge of radiology, billing (CPT, ICD-10, and Modifier codes) and collections
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Assist in taking call center patient calls during high call volumes.
- Analyzed team performance and identified opportunities for additional training.
Quality Control Manager
RADNET
12.2019 - 11.2021
- Head of quality control team (this includes external vendor quality control teams)
- Maintain call center reports (stats, KPI’s, etc.)
- Assist with workforce management reports and analytics
- Responsible for the day-to-day management of the scheduling quality control team and ensuring that the department standards are met
- Monitor both incoming and outgoing calls to ensure schedulers provide customer service in line with company guidelines
- Completes all call monitoring evaluations and keeps records of results in order to identify trends, track performance, and provide on-going training/guidance and internal dieback
- Assist the director of clinical operations in identifying ways to implement and streamline processes, to include standardization of scheduling processes
- Project manager:
- Paid for Performance (P4P) program
- External vendor (Philippines, India)
- Provider and Patient online scheduling portals
Quality Control and Training Supervisor
RADNET
02.2019 - 12.2019
- Responsible for maintaining agent stats and key performance indicator (KPI's) analysis
- Project manager for external overseas vendor
- Published and distributed monthly department newsletters
- Project managed the Paid for Performance (P4P) program
- Oversaw all calibration calls between stateside and external overseas quality control departments
- Responsible for maintaining the most current workflows, protocols, and processes for all training curriculum
Training Specialist
RADNET
09.2017 - 02.2019
- Facilitated and led all individual and group new hire trainings for radiology schedulers, patient service representatives, pre-processors, and acquisition system transitions for all regions
- Headed overseas training for external vendor (including all schedulers, system management experts (SME), support staff, trainers, and management.)
- Responsible for developing regional training curriculum and material
- Worked closely with operations, management, radiologists, technologist specialists, and staff to identify regional scheduling differences and provide opinions for solutions, resolution/standardization options and action plans
- Acting site supervisor during joint ventures/acquisitions -Responsibilities:
- Running management reports, purchasing, billing, QA, facility requests, equipment maintenance, budget
- Managing staff, coordinating staff schedules and breaks
- Payroll and timecard
- Facility supply ordering, equipment maintenance
- Employee coaching and disciplinary actions
- Facility corporate signage compliance
- Patient complaints
- Interview and hire candidates for open staff positions including technologist and office assistants
- Assist with manual migration of patient files from multiple RIS systems
- Part of all new site acquisitions, joint ventures, and systems training
- Trained all radiology modalities, medical insurance, and utilization management.
Workflow Analyst
RADNET
02.2017 - 09.2017
- Researched, developed, tested, and implemented new workflows, policies, and processes that promoted efficiency, cost savings and revenue opportunity for the business
- Participated in and led various projects identified by the Strategic Initiatives Project Manager; projects had impact on both single site and companywide levels
- Supported and worked closely with Clinical Operations Team, Regional and Site Operations Management, to include Northern CA and East Coast Operation
- Identified inefficiencies and improvement opportunities in existing workflows, policies, and processes
- Provided solutions to problems by using knowledge of systems, existing workflows, and company goals
- Worked with the IT clinical systems team to develop online provider and scheduling patient portal for the Southern California region
- Responsible for laying out the process map in which would direct the online patient scheduling process
- Trained external vendor schedulers
- LDORP program: as part of the Leadership Development Operations Rotation Program, traveled to all imaging offices and did site observations.
Provider Service Representative
RADNET
11.2016 - 02.2017
- Acted as a healthcare liaison between our imaging/call centers and the physician referring community
- Provided customer service and marketing information to physicians and medical groups in the Orange County territory to increase referrals and develop business
- Analyzed markets and competition, led/conduct presentations, and physician luncheons
- Set all referring providers with credentials and accesses with online provider connect portal and EMR interface connection.
Radiology Scheduler
RADNET
11.2013 - 11.2016
- Scheduled patients and maintained a daily average of 100 combined inbound and outbound calls with a five-minute average handling time
- Trained and scheduled for all modalities: X-Ray, Bone Density, Fluoroscopy, Mammography, Ultrasound, MRI, CT, Nuclear Medicine, PET CT, Biopsy, and Interventional Radiology
- Performed insurance verifications, authorizations, and eligibility
- Reviewed faxed referral and authorization documents as well as obtained insurance authorizations for all required exams
- Trained all new hires
- Assisted onsite imaging centers with front desk coverage
- Greeted and checked in all scheduled and walk in patients
- Prepared all patient registration packets
- Collected monies (co-pay, deductible and co-insurances)
- Answered phones
- Participated in various additional projects and meetings, and completed other tasks as assigned by management.
Lead Customer Service Representative
DAVID’S BRIDAL
04.2016 - 10.2017
- Trained all customer service representatives and receivers
- Responsible for overseeing the front of the store and its customer service operations
- Assisted with receiving duties
- Oversaw proper data entry of customer registrations
- Assisted with customer complaints and phone orders
- Ran daily customer service reports and surveys.
Store Supervisor
DAVID'S BRIDAL
06.2013 - 10.2013
- Responsible for opening and closing the store and all registers
- Handled all store deposits and bank runs
- Ran daily management and operation reports
- Handled customer service issues
- Maintained employee schedules, time off request, store operations
- Interviewed all new applying store candidates.
Receiver
DAVID'S BRIDAL
11.2012 - 06.2013
- Responsible for all incoming and outgoing store shipments, as well as fulfilling customer and online orders
- Maintained quarterly and annual merchandise inventory counts and reports
- Up-kept store signage, supply orders and facilities requests
- Was a store key holder
- Assisted customer service representatives with checking in, checking out and ringing up customers.
Customer Service Representative
DAVID'S BRIDAL
10.2011 - 11.2012
- Responsible for greeting, assisting, and checking in all incoming and outgoing customers
- Maintained all customer profile registrations and demographics information up to date
- Daily data entry of all customer profiles and sales
- Checked out customers by ringing them up, operating the cash register and handled monies
- Kept registration and checkout stands clean and fully stocked with store merchandise.
Scheduling Coordinator
SMOOTH DETAL
10.2012 - 11.2013
- Maintained daily patient appointments, doctors’ schedules
- Responsible for consistent communication with patients via post cards, letters, phone calls, emails, and text messages
- Oversaw patient scheduling
- Responsible for office supplies ordering and facility maintenance
- Verified medical insurance and eligibility
- Ran in-house dental financing requests.
Head Cheerleading Coach
KATELLA HIGH SCHOOL
10.2011 - 05.2012
- Coach for all levels (Walk on coach)
- Coached 22 high school cheerleaders and was responsible for putting together all routines, music, fundraisers, shows/events (including transportation), and competitions.
Loan Appraiser / Sales Consultant
ASSURED COIN & LOAN
09.2008 - 01.2010
- Assisted loan broker in all areas including appraising of estate and consignment items, paperwork, and inventory
- Sorted high quality diamonds, operated cash register, and provided loan contracts to customers
- Performed clerical and reception duties as well as personal requests for the owner.
Private Home Tutor
CARNEY EDUCATIONAL SERVICES
12.2007 - 08.2008
- Tutored children and special needs children (grades K-12) on a one-on-one private basis
- Improved their study skills, test taking methods, literacy and verbal skills resulting in a one to two letter grade improvement per year
- Kept great verbal and written communication between student’s parents, schools, and main headquarters.
Education
Associate of Arts -
Santa Ana College/Santiago Canyon College
Santa Ana, CA2013
High School Diploma -
Katella High School
Anaheim06.2006
Skills
- Software Skills and Additional Knowledge
- Microsoft Office (all programs)
- PDF, Adobe Acrobat/ Photoshop/Illustrator, PAC’s, RAM Soft, eRad RIS, Imagine, Imagine Pay
- Bilingual
- Prodigious verbal and written communication skills
- Extreme multi-tasking and time management abilities
- EMR interface program knowledge and Utilization Management
- Knowledge of management reports, purchasing and patient billing process and process mapping
- Knowledge of computers, systems, and software, including word processing, spreadsheet, data base, clinical information systems and electronic medical records
Timeline
Trainer & Quality Specialist - Patient Experience
RADIOLOGY PARTNERS
12.2021 - 06.2023
Quality Control Manager
RADNET
12.2019 - 11.2021
Quality Control and Training Supervisor
RADNET
02.2019 - 12.2019
Training Specialist
RADNET
09.2017 - 02.2019
Workflow Analyst
RADNET
02.2017 - 09.2017
Provider Service Representative
RADNET
11.2016 - 02.2017
Lead Customer Service Representative
DAVID’S BRIDAL
04.2016 - 10.2017
Radiology Scheduler
RADNET
11.2013 - 11.2016
Store Supervisor
DAVID'S BRIDAL
06.2013 - 10.2013
Receiver
DAVID'S BRIDAL
11.2012 - 06.2013
Scheduling Coordinator
SMOOTH DETAL
10.2012 - 11.2013
Customer Service Representative
DAVID'S BRIDAL
10.2011 - 11.2012
Head Cheerleading Coach
KATELLA HIGH SCHOOL
10.2011 - 05.2012
Loan Appraiser / Sales Consultant
ASSURED COIN & LOAN
09.2008 - 01.2010
Private Home Tutor
CARNEY EDUCATIONAL SERVICES
12.2007 - 08.2008
Associate of Arts -
Santa Ana College/Santiago Canyon College
High School Diploma -
Katella High School