CINDY OLIVA
Summary
Results-oriented leader with expertise in sales, healthcare, customer service, and nonprofit sectors. Focused on problem-solving and enhancing customer satisfaction while driving team collaboration. Committed to delivering high-quality patient care and facilitating organizational growth in the healthcare field.
Overview
11
11
years of professional experience
Work History
Executive Director of Operations
YMCa of Metropolitan Los Angeles
Los Angeles
02.2024 - Current
- Directed daily operations across multiple YMCA facilities in Los Angeles.
- Led staff training programs to enhance team performance and service delivery.
- Managed budgeting processes to ensure financial sustainability and resource allocation.
- Oversaw community outreach initiatives to strengthen local partnerships and engagement.
- Implemented operational policies and procedures to improve efficiency and compliance.
- Coordinated with department heads to align goals with organizational mission and vision.
- Evaluated program effectiveness through regular assessments and stakeholder feedback.
- Monitored departmental progress against established goals and objectives.
- Created and maintained budgeting processes that monitored financial performance and ensured accountability.
- Initiated new programs or initiatives designed to increase productivity or profitability.
- Assessed risk factors related to operations including safety issues, cost containment, quality assurance.
- Oversaw personnel management activities such as recruitment, training, development, and performance evaluations.
- Managed daily operations of the company while ensuring compliance with applicable laws and regulations.
- Collaborated closely with executive team members on decision making regarding business strategy and direction.
- Acted as a liaison between internal teams and external partners or clients.
- Cultivated relationships with external stakeholders such as vendors, suppliers, regulatory agencies.
Associate Executive Director
YMCA Of Metropolitan Los Angeles
Los Angeles
09.2021 - 08.2024
- Oversee five departments, including over 40 employees, budget goals, and forecasting per department needs.
- Work hand in hand with other Executive Directors, Associate Executive Directors, and Regional team members.
- Negotiated annual contracts and service agreements with vendors, securing favorable pricing and terms.
- Exercised appropriate cost control to meet budget restrictions and maximize profitability.
- Prioritized and allocated valuable resources to meet business targets.
- Defined company roles and responsibilities to establish and enhance processes.
- Fostered a work culture of collaboration and inclusion to increase morale and reduce turnover.
- Worked closely with organizational leadership and Board Members to achieve and guide operational strategy.
- Implemented strategic improvements that streamlined operations and increased organizational efficiency.
- Monitored sales forecasts and projected financial planning to achieve revenue goals for the organization.
- Monitored daily activities and mentored team members, fostering a culture of accountability and continuous improvement.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve personnel's overall performance.
- Coordinated special projects and managed schedules.
- Prepared meeting rooms and materials and record important information.
- Proved successful working within tight deadlines and a fast-paced atmosphere.
- Update and maintain the membership database consistently up to date.
Patient Services Supervisor
South Central Family Health Centers
Los Angeles
01.2021 - 09.2021
- Managed 40 employees throughout 11 clinics, supporting approximately 6,000 patients per week.
- Monitor and manage provider template schedules through NextGen up to date and per request of the Chief Medical Officer and Chief Operations Officer.
- Managed all patient services functions, including intake, outtake, financial screening, and eligibility.
- Managed the selection, orientation, training, assignment, scheduling, coaching, counseling, and discipline of employees while adhering to policies and procedures.
- Oversee clinic flow to optimize team productivity, and ensure cheerful staff and patient experience.
- Manage and monitor all telehealth scheduled appointments, including those processed promptly.
- Generated, monitored, and evaluated team productivity and access data to ensure optimal performance.
- Resolved health insurance and payment concerns for patients with the billing department.
- Complete grievances and gather all necessary data from all parties, as requested per the health plan by the health plan deadline.
- Collaborated with Clinical Chief and care teams to identify and implement innovative projects, enhancing quality of patient care and increasing patient and staff satisfaction.
- Preparing reports and analyzing call center data to improve processes, ensure resources are appropriately allocated, and maximize efficiency and customer satisfaction.
- Generate and review incident reports, including employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations.
- Collaborated with the leadership team to update policies and procedures, maintaining compliance with HIPAA and other relevant guidelines.
- Led and assisted the call center team that provides support by phone for incoming and outgoing calls in a fast-paced environment
- Answering call center employees’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that employees cannot field.
- Assist Clinic Manager in identifying trends and establishing call center goals.
- Assumed additional responsibilities to enhance management support and improve call center efficiency.
Sales and Service Director
Anderson Munger Family YMCA
Los Angeles
06.2018 - 02.2021
- Managed a fast-paced location and developed the most extensive membership base.
- Engaged with a diverse community and managed new members, registrations, record keeping, member engagement, and quality service.
- Managed over 30 staff, including volunteers and cross-trained staff.
- Oversaw staff development through in-depth training, workshops, seminars, and other learning opportunities.
- Increased customer satisfaction by resolving programming issues.
- Preserved revenue streams utilizing strong communication and negotiation skills, offering refunds as a last resort to maintain customer satisfaction.
- Developed partnerships with community organizations to expand outreach and showcase program successes.
- Oversaw staff development through training and workshops to enhance team skills and service quality.
- Capture all facility trends to increase productivity, enhance programming, and report to directors.
- Developed and deepened partnerships with related and community organizations to boost outreach and highlight programs' successes.
- Conducted community workshops to promote programs and educate the public on available services.
- Recovered Bad Debt and resolved all billing issues.
- Covered the front lines to address customer demands.
- Collaborated on all YMCA Annual Campaigns.
Sales Coordinator Intermediate /Medicare Direct Sales
Blueshield of California/Wollborg Michelson Recruiting
Los Angeles
08.2020 - 01.2021
- Kept all leads updated and reported any discrepancies as needed to upper management.
- Coordinated data requests with management and brokers, facilitating accurate internal and external reporting.
- Enhanced departmental functions by contributing to process improvements.
- Kept all leads updated and report any discrepancies as needed to upper management.
- Assisted in the preparation and organization of promotional material or events.
- Assisted in the preparation and organizing of promotional material or events.
- Trained and created training materials and streamlined processes.
- Executed high-volume data entry tasks using Salesforce software to maintain accurate records.
- Updated and organized all Excel spreadsheets regularly to ensure data accuracy.
Health Center Assistant Manager
Queenscare Health Centers
Los Angeles
07.2016 - 06.2018
- Managed diverse and high-volume Health Center Site operation processes for appropriate staffing and services to support excellent patient care.
- Maintained compliance with statutory, regulatory, local, state, and federal guidelines relating to HIPAA, benefits administration, and general liability.
- Conducted routine facility inspections, identified improvement areas, and eliminated hazards to ensure compliance with regulations and safety for patients and staff.
- Triage all patients to direct them to the correct department and limit them to all on-site emergencies.
- Registered, checked in, checked out, managed waitlist, scheduled patients' appointments, and provided a welcoming environment.
- Managed schedules through EPIC (Electronic Health Records System) and monitored all on-site provider schedules to increase productivity.
- Prepared and assisted with all health Center audits by ensuring all data reports, logs, site staff certifications, licenses, and exam rooms were compliant with Health Center and health plan conducting the audit.
- Completed health plan grievances along with patient concerns, and inquiries in a timely and courteous manner.
- Facilitated and assisted patients in completing provider surveys and enrolling in MyChart powered by Epic.
- Completed all returned Quest ICD-10 errors for correct billing processing.
- Organized health center logs to provide easier access for upper management personnel requests.
- Assisted with all patient Annual Wellness Visits and supported providers by providing correct documentation and monitoring and limiting scheduled AWV per day.
- Supervised and supported multiple departments, including patient advocates, service representatives, medical records, referrals, medical assistants, and coordinators, ensuring cohesive operational support.
- Generated and reviewed employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations.
- Direct day-to-day administrative and operational functions for patient registration, providing guidance and leadership to over 50 employees across more than five departments.
- Covered front desk and back-office departments to maintain smooth operations.
- Worked closely with the Call Center Manager, Dental department, Optometry Department, Pharmacy Department, Director of Operations, President and CEO, Chief Operating Officer, and Site specialists.
- Managed all Cash Handling procedures and reports.
- Conducted all on-site providers and monthly staff meetings.
Membership Sales Coordinator
Anderson Munger Family YMCA
Los Angeles
04.2015 - 07.2016
Education
Some College (No Degree) - Business Administration And Management
Los Angeles City College, General Education
Los AngelesMedical Assistant Certification - Medical Assistant
American Career College
Los Angeles, CAHigh School Diploma -
Belmont Senior High School
Los AngelesSoftware & Systems Proficiency
ActiveNet (6+ years) • Salesforce • NextGen EHR/EMR • Epic EHR/EMR (2+ years) • McKesson (2+ years) • ADP (4+ years) • Paycom (2+ years) • Paylocity • Microsoft Teams (4+ years) • OneDrive (4+ years) • Microsoft Outlook (7+ years) • Microsoft Excel (7+ years) • PowerPlan (OLAP) (2+ years)
Languages
Spanish
Core Qualifications
Core Qualifications
- Administrative Management: 12+ years
- Event Planning & Coordination: 10+ years
- Data Entry & Records Management: 10+ years
- Supervision & Leadership: 8+ years
- Sales & Direct Sales: 8+ years
- Team Building & Staff Development: 8+ years
- Nonprofit Operations: 8+ years
- Staff Management: 6+ years
- Volunteer Management: 6+ years
- Billing, Collections & Bad Debt Recovery: 4+ years
- Financial Assistance & Sliding Fee Programs: 4+ years
- Audits & Health Plan Compliance Audits: 4+ years
- Medical Office Management: 2+ years
- Medical Scheduling: 2+ years
- Medical Billing: 2+ years
- Medical Supplies & Inventory Management: 2+ years
- Budget Management: 2+ years
- Medical Terminology: 2+ years
- Federally Qualified Health Centers (FQHC): 2+ years
- Operations Management: 1+ year
Timeline
Executive Director of Operations
YMCa of Metropolitan Los Angeles
02.2024 - Current
Associate Executive Director
YMCA Of Metropolitan Los Angeles
09.2021 - 08.2024
Patient Services Supervisor
South Central Family Health Centers
01.2021 - 09.2021
Sales Coordinator Intermediate /Medicare Direct Sales
Blueshield of California/Wollborg Michelson Recruiting
08.2020 - 01.2021
Sales and Service Director
Anderson Munger Family YMCA
06.2018 - 02.2021
Health Center Assistant Manager
Queenscare Health Centers
07.2016 - 06.2018
Membership Sales Coordinator
Anderson Munger Family YMCA
04.2015 - 07.2016
Some College (No Degree) - Business Administration And Management
Los Angeles City College, General Education
Medical Assistant Certification - Medical Assistant
American Career College
High School Diploma -
Belmont Senior High School