Camilo Arroyo
St. Petersburg
Summary
Operations Manager with 10+ years of experience leading high-volume, patient-facing support teams in regulated healthcare environments. Proven record of driving white-glove service delivery across voice and digital channels through strong performance management, workforce planning, escalation ownership, and quality oversight. Adept at translating audit findings, contact trends, and escalation signals into scalable workflows that improve resolution speed, documentation accuracy, and patient experience.
Overview
12
12
years of professional experience
Work History
Health Services Manager / Operations Manager
Better Health Group
01.2018 - 01.2025
- Led daily execution for patient support and outreach teams across multi-state operations, ensuring timely, accurate resolution of patient issues within regulated workflows.
- Owned operational performance across productivity, quality, documentation accuracy, service levels, and patient experience.
- Conducted regular 1:1s and performance reviews with managers and frontline staff, addressing trend-level gaps and reinforcing white-glove communication standards.
- Supported and developed people leaders in coaching, performance management, scheduling coverage, and escalation handling.
- Served as escalation owner for complex patient issues requiring interdepartmental coordination, cross-system investigation, and root cause analysis.
- Analyzed quality audits, contact patterns, and escalation drivers to design and implement workflow and SOP improvements that reduced delays, rework, and repeat contacts.
- Partnered with workforce planning functions to align staffing and capacity with demand across channels and changing operational priorities.
- Maintained audit and regulatory readiness through proactive quality monitoring, documentation review, and adherence to compliance standards.
- Produced leadership-ready reporting and operational narratives to support strategic planning, resource alignment, and program decisions.
Personal Health Coordinator / Team Lead & Subject Matter Expert
Humana
01.2014 - 01.2018
- Led and supported frontline teams handling high-volume, high-complexity member interactions in a regulated healthcare environment.
- Delivered real-time coaching and documentation feedback to improve accuracy, compliance, and service consistency.
- Supported onboarding, training, and performance calibration, contributing to improved agent readiness and reduced ramp time.
- Acted as escalation point for complex cases requiring multi-system research and cross-functional collaboration.
- Contributed to reporting and analysis of quality and performance trends to inform operational improvements.
Director of Social Services
Woodlands Care Center of Alachua
01.2013 - 01.2014
- Managed multidisciplinary teams delivering patient and client support services in a compliance-driven environment.
- Oversaw staffing, performance expectations, service quality, and emotionally complex workflows.
- Partnered with leadership and external stakeholders to support operational stability and continuous improvement.
Education
Associate of Science - Human Services
Suffolk County College
Continuing Education - Healthcare Operations & Leadership
Stony Brook University
Skills
- Patient Support Operations
- White-Glove Service Standards
- Performance Management & Coaching
- Workforce Planning
- Forecasting & Scheduling
- Escalation Management & Root Cause Analysis
- Quality Audits & Regulatory Readiness
- Process Improvement & SOP Development
- Contact Center Operations (Voice, Email, Web)
- Operational Reporting & Trend Analysis
- Cross-Functional Collaboration
- HIPAA-Compliant Operations
Timeline
Health Services Manager / Operations Manager
Better Health Group
01.2018 - 01.2025
Personal Health Coordinator / Team Lead & Subject Matter Expert
Humana
01.2014 - 01.2018
Director of Social Services
Woodlands Care Center of Alachua
01.2013 - 01.2014
Continuing Education - Healthcare Operations & Leadership
Stony Brook University
Associate of Science - Human Services
Suffolk County College
Additional Qualifications
- Extensive experience operating within HIPAA-regulated environments
- Strong ability to interpret data trends and translate them into actionable process improvements
- Comfortable leading through ambiguity, growth, and operational change
- Self-directed, collaborative, and patient-focused leadership style