Summary
Overview
Work History
Education
Skills
State
City
Certification
References
Timeline
Receptionist
Chelsea Rivas

Chelsea Rivas

Queen Creek,AZ

Summary

Highly-motivated and personable Senior Analyst with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Support Analyst

One Medical (an Amazon company)
01.2017 - Current
  • Manage front end and back end users, roles, groups, problem records, and incidents as Service Now Administrator.
  • Deliver technical and operational support to One Medical Seniors teams, as well as cross-functional commercial One Medical teams.
  • Collaborate with internal and external business partners to determine problem-solving strategies and maintain customer satisfaction.
  • Completed Project Management mentorship.

Support Analyst

One Medical (Acquired Iora Health in September 2020)
01.2020 - 01.2022
  • Applied clinical expertise and innovative problem-solving skills to deliver comprehensive technical, operational, and policy assistance throughout the organization.
  • Achieved the highest same-day resolution rate (89%) for the Senior Health Support team on a regular basis
  • Earned certification in Knowledge Centered Service and made significant contributions to publishing more than 50% of the current Knowledge Base.
  • Published detailed documentation for all support related tasks including problem resolution steps and best practices.

Health Coach

Iora Health
01.2017 - 01.2020
  • Analyzed reports and quality composite scores to identify opportunities for enhancing attention towards preventive care
  • Streamlined referral process by providing Health Coaches with access to a comprehensive database of preferred specialists
  • Assessed complex, high-cost patient data in collaboration with care teams to identify opportunities for minimizing downstream costs.

Health Coach

Sharecare (merged with Healthways in July 2016)
01.2016 - 08.2017
  • Coached members in Lifestyle Management and Tobacco Cessation programs, enhancing health outcomes and meeting incentive program requirements.
  • Aided team members with caseload management, contract information, and implementation of best practices to meet performance objectives. Resulted in sustained member engagement and meeting of performance guarantees.

Education

Bachelors of Science -

Arizona State University
Tempe, AZ
12.2015

Minor - Business

W.P. Carey School of Business

Skills

  • Incident Management
  • SLA management
  • Problem Resolution
  • Knowledge Management
  • ServiceNow
  • Zendesk
  • Gsuite
  • Business Analysis
  • Research
  • Data Collection
  • Remote Support
  • Stakeholder Communication
  • Advanced troubleshooting
  • Support Services
  • Customer Satisfaction

State

Arizona

City

Queen Creek

Certification

  • Knowledge Centered Service Certified

References

References available upon request.

Timeline

Support Analyst

One Medical (Acquired Iora Health in September 2020)
01.2020 - 01.2022

Senior Support Analyst

One Medical (an Amazon company)
01.2017 - Current

Health Coach

Iora Health
01.2017 - 01.2020

Health Coach

Sharecare (merged with Healthways in July 2016)
01.2016 - 08.2017

Bachelors of Science -

Arizona State University

Minor - Business

W.P. Carey School of Business

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Chelsea Rivas