April Linza

Work History

Molina Healthcare

06.2018 - Current

Spearheaded root cause investigation efforts for major non-conformances, providing timely resolution and minimizing impact on customers and production schedules.
Collaborated with cross-functional teams to identify opportunities for continuous improvement, streamlining processes across departments.
Analyzed data from various sources to identify trends and patterns related to product defects, enabling targeted improvements in manufacturing processes.
Provided training and mentorship to team members on quality assurance methodologies, fostering a culture of continuous improvement within the workplace.
Compiled review data and produced detailed reports for use by Quality Performance Tool, Power BI.
Managed internal document control systems such as work instructions, specifications, drawings or other technical documents necessary for smooth operation of the business unit''s functions.
Developed quality improvement plans, policies and operational guidelines.
Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
Spearheaded and implemented new projects to expand scope of engagement.
Implemented successful healthcare program through professionalism, quality of care, medical teaching and member satisfaction.

Molina Healthcare

04.2016 - 06.2018

Coordinated with cross-functional teams to address and resolve product-related complaints.
Leveraged strong listening skills to fully understand the provider's perspective, enabling tailored and empathetic responses during conflict resolution.
Enhanced interdepartmental cooperation, working closely with Operation's team to inform about recurring customer issues.
Fostered positive brand image, effectively managing and resolving high-stakes complaints.
Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
Enhanced provider experience by resolving complex billing disputes efficiently.
Conducted thorough follow-ups with providers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.

State of Utah, Medicaid Operations

02.2011 - 04.2016

Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
Managed confidential patient records with meticulous attention to detail while upholding privacy standards.
Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
Increased customer loyalty by providing empathetic support during challenging medical situations or treatment transitions.
Resolved member complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Handled escalated calls efficiently, finding satisfactory resolutions for both members and the company alike.