Carlos Miranda
Program Administrator
Spring Hill,Florida
Summary
Dynamic bilingual leader with a proven track record in operations and strategic management. Expert in process optimization, team development, and high-impact training, consistently exceeding bottom-line objectives through innovative, solution-oriented strategies. Seeking a collaborative environment to leverage extensive experience in business scaling and customer success.
Overview
2027
2027
years of professional experience
Work History
Program Administrator
HCA Physician Services Group
Brooksville, FL
07.2023 - 03.2026
- Organized training sessions for staff members involved in the administration of programs to develop their skills further and enhance overall team performance.
- Provided comprehensive support by managing schedules, preparing reports, processing invoices, and handling correspondence for program administrators.
- Developed and maintained a comprehensive database of program participants, helping to track progress and ensure appropriate follow-up actions were taken as needed.
- Continuously monitored progress toward stated goals while adjusting strategies accordingly based on changing circumstances or needs identified during implementation phases.
- Enhanced program visibility through the development of marketing materials, leading to increased participant engagement and enrollment.
- Created reports, presentations and other materials for executive staff.
- Ensured compliance with applicable regulations by maintaining up-to-date knowledge of relevant laws governing program activities.
- Coordinated events with precision, overseeing logistics, registration, catering arrangements, and other critical details to ensure successful outcomes.
- Managed budget allocations effectively, ensuring optimal use of resources and timely delivery of services.
Financial Counselor
Parallon Shared Services Center/ HCA Oak Hill Hospital
Brooksville, FL
12.2019 - 07.2023
- Assist patients by explaining their health insurance coverage and ensured patient's financial coverage is active and eligible.
- Liaised between patient, insurance provider and other departments to ensure smooth claims processing.
- Completed financial analysis and collected estimated patient liabilities.
- Assisted patients with payment arrangements and in co-ordination along Medicaid Eligibility Staff assisted patient with financial applications.
- Also followed up with patients to obtain personal information corrections, signatures, valid ID's, copies of cards, etc.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Liaised between patient, doctor and insurance provider to smooth claims processes.
- Trained and mentored junior financial and support staff to generate ideas, share knowledge and grow the department.
Office Administrator Supervisor
Premier Pharmacy Labs, Inc, Weeki Wachee
Weeki Wachee, Florida
06.2017 - 06.2019
- Emphasized on efficiency and productive working environment which increased speed, customer and facility satisfaction, loyalty and retention
- Created process and procedures to support company and different department, FDA requirements
- Responded to regulatory agencies, state licenses, quality quarterly reports, requirements and applications
- Managed employees time clock and HR concerns including badges, PTO, time-cards, reviews etc
- Responsible for new employee being set up in all systems and training requirements
- Managed all IT issues to better understand areas of trouble or opportunities
- Responsible in creating great working environment with games, contest, recognition, training for better employee moral and in creating meaningful interaction from all department (Labs, Shipping, Front Office, Pharmacist, etc.)
- Oversaw all aspects of shipping department. From invoicing and packing of all orders ensuring all FDA regulations are being followed
- Devised, developed and monitored processes to boost long-term business success and increase profit levels
- Identified and proactively solved internal problems related to employee turnover by revamping training approaches
- Supported office manager with proactive correspondence management, document coordination and customer relations.
- Edited documents to improve accuracy of language, flow and readability.
- Maintained open communication with customers to foster positive relations and provide updates on issues.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Kept current on trends and current by actively pursuing error resolutions and independently correcting problems.
Operation Support & Configuration Specialist
WellCare Health Plan Inc
Tampa, Florida
07.2011 - 05.2017
- Created activities for business function within assigned areas of Operations division, internal and external
- Root Cause & Analysis, Trending, and Process Improvement
- Developed, recommended and implemented process to improve efficiency and services provided
- Uploaded and created resources at internal employee website applicable to assigned areas, such as announcements, step actions, call tools, FAQs etc
- Created/revised training
- Acted in liaison capacity for Mgr/Senior Mgr. representing Operations business area with other units/departments and external vendors
- Managed key project initiatives including setting deadlines, assigning responsibilities, and monitoring/summarizing project progress
- Traveled to vendor sites to ensure all process and procedures where implemented and followed correctly
- Created call flow diagrams in MS Visio and worked in creation of process
- Tested flow process prior to implementation
- Investigated any issue reported with system or flow
- Evaluated staff performance and provided coaching to address inefficiencies.
- Ensured smooth deployment of new applications by creating and managing comprehensive configuration plans.
Retention Lead, Learning Facilitator/Trainer
Humana
Tampa, Florida
- Developed and supervised the training of the Retention and New Member Service departments with the systems, processes and procedures
- Successfully established the training for the Health Risk Assessment ensuring the proper steps are followed per Federal government requirements according to the region
- I assisted managers and supervisor with correcting technical errors in our computer systems
- Identified areas in need of improvement and implemented solutions.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Documented performance review schedule and monitored management for timely completion.
Communications Consultant, Business Writer
Captivate Your Audience Inc
St. Petersburg, Florida
12.2009 - 06.2011
- Provided consulting services to businesses of all sizes (individual entrepreneurs to large corporations) to develop brand identity, to tell the business story honestly, and create a compelling “call to action” about their product or service
- Conceptualized and authored corporate and customer based communication and operational plans
- Managed brand and customer facing content and educational materials for diverse industries
- Partnered with business owners and corporate leaders to design and launch Operation Plans and Sales Strategies to drive measurable improvements in efficiency, sales and profit margins
Quality Assurance Specialist
Humana Inc
Tampa, Florida
04.2004 - 11.2009
- Assigned quality metrics and guidance to effectively utilize the associate's best competencies
- Duties include the monitoring and coaching of up to 55 associates monthly to ensure our customers experience is in accordance to Humana's expectations
- Trained and coached operation supervisors to ensure that their teams met established call center goals
- Provide effective feedback on each associate's evaluation form, email communication, team meetings, and one on one sessions
- Reported monthly calls trends and current hot topics to Supervisors and Managers
- Analyzed the QA established processes, facilitated feedback and assisted with the implementation of improved process models
- Created a monthly Power Point presentation for the call center based on the associates that met and exceeded their quality metrics as a way to encourage and positively acknowledge their work and dedication
Education
High School Diploma - undefined
Maestro Ladislao Martínez High School
Vega Alta, Puerto Rico06-1988
Skills
Coaching and development
Skills
Active Listening-Communication & Computer Skills-Customer Service-Interpersonal Skills-Leadership-Management Skills-Problem Solving-Time Management- Creative-Adaptability-Decision Making-Empathy-Analytical
Timeline
Program Administrator
HCA Physician Services Group
07.2023 - 03.2026
Financial Counselor
Parallon Shared Services Center/ HCA Oak Hill Hospital
12.2019 - 07.2023
Office Administrator Supervisor
Premier Pharmacy Labs, Inc, Weeki Wachee
06.2017 - 06.2019
Operation Support & Configuration Specialist
WellCare Health Plan Inc
07.2011 - 05.2017
Communications Consultant, Business Writer
Captivate Your Audience Inc
12.2009 - 06.2011
Quality Assurance Specialist
Humana Inc
04.2004 - 11.2009
High School Diploma - undefined
Maestro Ladislao Martínez High School
Retention Lead, Learning Facilitator/Trainer
Humana