Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Cecily Martinez

Cecily Martinez

Cisne,IL

Summary

Dedicated and focused individual who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority. Resourceful and accomplished Manager with extensive office operations and personnel organization expertise.

Overview

18
18
years of professional experience

Work History

Manager, Patient Engagement

CVS Healthcare
04.2024 - Current
  • Led cross-functional teams to optimize operational efficiency and achieve organizational goals.
  • Implemented strategic initiatives to enhance productivity and streamline processes.
  • Mentored team members, fostering professional growth and skill development.
  • Developed and executed business strategies, aligning with company objectives.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.

Welcome Coordinator

Oak Street Health
03.2021 - Current
  • Answered inbound calls from wide range of members, welcoming callers.
  • Sought out opportunities to improve service levels and corrected problems.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our patients.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Demonstrated leadership by making improvements to work processes and helping to train others.
  • Trained clinical team on how to better complete orders and referrals for patients.
  • Helped in decreasing gap percentage found in annual patient follow ups.
  • Provided excellent care and attention to patients when face-to-face or through phone conversations.

Patient Engagement Specialist

Oak Street Health
07.2022 - 04.2024
  • Developed patient engagement strategies to enhance communication and satisfaction.
  • Implemented feedback mechanisms for continuous improvement in patient care services.
  • Coordinated educational programs to empower patients with health management skills.
  • Analyzed data trends to identify areas for improving patient outreach initiatives.
  • Established collaborative relationships with healthcare providers to improve patient outcomes.
  • Drove initiatives focused on increasing patient retention through personalized engagement tactics.
  • Collaborated with multidisciplinary teams to develop individualized care strategies tailored to specific patient needs.
  • Maintained accurate records of all client interactions, allowing for efficient tracking of progress toward individual goals over time.
  • Served as a liaison between patients and healthcare providers, ensuring effective communication of pertinent information.

Referral Specialist

Oak Street Health
09.2019 - 03.2021
  • Tracked referral request progress and resolved issues to maintain smooth processing.
  • Entered confidential patient information and updated electronic records in database.
  • Managed and obtained insurance authorizations for patient referrals from physicians.
  • Aided clinical team to support administrative needs for clinical referrals.
  • Gathered and verified insurance requirements to meet payer requirements.
  • Liaised with healthcare facility personnel, insurance representatives, physicians and vendors for smooth communication.
  • Managed up to 65 patient referrals daily through multi-line telephone system.

Office Manager

RETIREMENT HELP
06.2015 - 07.2019
  • Managed all daily office operations.
  • Handled and processed confidential client information.
  • Cold and warm called new and existing accounts daily.
  • Generated new accounts by implementing effective networking and content marketing strategies.
  • Managed budget forecasting, goal setting and performance reporting for all accounts.
  • Identified strategic partnerships and gathered market information to gain a competitive advantage.
  • Delivered performance updates, quarterly business reviews and planning meetings.
  • Identified, coordinated and participated in client relationship-building activities and meetings.
  • Added value to marketing material by introducing creative advertising concepts.
  • Answered customer questions regarding products, prices and availability.
  • Maintained up-to-date knowledge of industry, target accounts and competitive landscape.

Store Manager

PETSMART
09.2007 - 10.2015
  • Delivered excellent customer service by greeting and assisting each customer.
  • Addressed customer inquiries and resolved complaints.
  • Design and implemented customer satisfaction metrics.
  • Stocked and restocked inventory when shipments were received.
  • Reorganized the sales floor to meet company demands.
  • Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
  • Determined staff promotions and demotions, and terminated employees when necessary.
  • Completed a series of training sessions to advance from team lead to Department Manager.
  • Completed weekly schedules according to payroll policies.
  • Maintained daily record of all transactions.
  • Contributed to merchandising ideas at team sale meetings.

Education

HIGH SCHOOL DIPLOMA -

Central High
Clifton, IL
01.2009

Associate of Applied Business -

Three Rivers Community College
Norwich, CT
06-2025

Skills

  • Computer skills
  • Data management
  • Patient Relations
  • Analytical
  • Decision-making
  • Organization
  • Multitasking
  • Team management
  • Project planning
  • Teambuilding
  • INVENTORY: Expert
  • TRAINING: Expert
  • CUSTOMER INQUIRIES: Expert
  • CUSTOMER SERVICE: Expert
  • CUSTOMER SERVICE ORIENTED: Expert
  • TEAM LEAD: Expert
  • Team leadership
  • Time management
  • Complex Problem-solving
  • Staff training and development
  • Staff management
  • Task delegation
  • Goal setting
  • Documentation and reporting
  • Relationship building
  • Project management
  • Operations management
  • Cross-functional teamwork

Accomplishments

Worked with fellow managers to successfully build the RBE program

Languages

English: Native

Timeline

Manager, Patient Engagement

CVS Healthcare
04.2024 - Current

Patient Engagement Specialist

Oak Street Health
07.2022 - 04.2024

Welcome Coordinator

Oak Street Health
03.2021 - Current

Referral Specialist

Oak Street Health
09.2019 - 03.2021

Office Manager

RETIREMENT HELP
06.2015 - 07.2019

Store Manager

PETSMART
09.2007 - 10.2015

HIGH SCHOOL DIPLOMA -

Central High

Associate of Applied Business -

Three Rivers Community College

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