ARIANA MONTEIRO
Quincy,MA
Summary
Highly skilled leader with expertise in managing business operations by identifying and implementing process enhancements. Oversees the success of client engagements by coordinating initiatives, strategic planning, solution formation, and team collaboration. Leads the alignment of information while fostering the professional development of team members.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Supervisor
Point32Health
11.2020 - Current
- Leads team 7 in matrix environment and complies with all objectives, performance standards, and policies
- Prepares reports and analyzes data to assist management
- Oversees and manages patient flow and troubleshoots situations to ensure internal and external customer satisfaction
- Maintains employees' schedules and approves employee PTO requests
- Teaches in-service, specialty, and training classes for non-clinical staff
- Assists in the implementation of the new systems integration process
- Facilitates departmental management meetings
- Participates in the recruiting and hiring, conducting interviews, and evaluating candidates
- Enforces company policies and procedures to foster a culture of compliance and accountability within the team
- Monitors team performance metrics and implements strategies to improve and sustain productivity
- Acted as a liaison between frontline staff and upper management, effectively communicating concerns and recommendations for process improvements
- Demonstrated strong leadership skills in motivating and coaching team members to achieve individual and organization goals?
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
Care Coordinator
Harvard Pilgrim Healthcare
11.2017 - 11.2020
- Coordinated and facilitated care for a caseload of patients, ensuring timely access to healthcare services and quality care
- Served as the primary point of contact for patients, families, caregivers, and healthcare providers
- Participated in the training and onboarding of new department members
- Worked closely with the nurses and staff to provide excellent patient care for patients during consultation
- Documented all communications with callers in the appropriate area and routed messages to the correct recipient
- Utilized electronic health records (EHR) systems to document patient information, care plans, and care coordination activities accurately and efficiently
- Educated patients and their families about their health conditions, treatment options, self-management strategies, and resources available to support their healthcare needs.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
- Advocated for patients'' rights within the healthcare system, working diligently to address concerns or barriers to care.
Member Service Representative
Harvard Pilgrim Health Care
02.2016 - 11.2017
- Provided exceptional customer service to members, verifying insurance benefits, answering inquiries, and resolving issues via phone, email, and in-person interactions
- Analyzed paid claims to determine if adjustments were needed
- Participated in training programs, workshops, and ongoing education initiatives
- Demonstrated empathy, professionalism, and patience in handling sensitive and complex member situations
- Documented member interactions, inquiries, and resolutions in customer relationship management (CRM) systems.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
Manager
Lapels Dry Cleaner
01.2011 - 05.2015
- Managed, trained, and developed managers and hourly employees
- Established operating standards, implemented quality improvement, and ensured compliance with all federal, state, and local regulations
- Managed the expenses (monthly billing and bookkeeping) to achieve budgeted goals.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Education
Master of Science - Health Administration
Southern New Hampshire University
05.2024
Bachelor of Science in Health & Wellness -
Curry College
05.2021
Associate of Science - Health Administration
Quincy College
01.2021
Skills
- Leadership
- Critical Thinking
- Adaptability
- Resourceful
- Analytical
- Presentation
- Time Management
- Interpersonal Communication
- Empathetic
- Workday
- Jiva
- Microsoft Office Suite
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Disaster Recovery Planning
Certification
- Health Insurance Customer Service Certified
- Nursing Assistant/Home Health Aide Certifications
Personal Information
Title: Healthcare Management Professional
Timeline
Supervisor
Point32Health
11.2020 - Current
Care Coordinator
Harvard Pilgrim Healthcare
11.2017 - 11.2020
Member Service Representative
Harvard Pilgrim Health Care
02.2016 - 11.2017
Manager
Lapels Dry Cleaner
01.2011 - 05.2015
Master of Science - Health Administration
Southern New Hampshire University
Bachelor of Science in Health & Wellness -
Curry College
Associate of Science - Health Administration
Quincy College