Citlali Alvarado

• Manage all aspects of the Contact Center across five departments—including Medical Patient Services, RX Refill, Health Information Management, After-Hours Operations, and digital access platforms—leading operations for 60,000–70,000 monthly patient interactions across 30 clinic sites to ensure seamless access to primary and specialty care.
• Manage and mentor over 70 staff, including supervisors, team leaders, and representatives, fostering professional growth and high performance.
• Directed Epic application builds, including visit types, scheduling workflows, MyChart configuration, and internal pool structure, ensuring alignment with operational and revenue cycle requirements.
• Serve as the organization’s designated OCHIN Epic Pool Manager, overseeing system-wide consistency, workflow alignment, and optimization of provider messaging.
• Collaborate with EHR Applications Director, IT teams, and senior operational leaders to evaluate system requirements, prioritize enhancements, and support implementation of new modules and upgrades.
• Analyze access-to-care metrics—including no-show rates, schedule utilization, and cancellation trends—to improve efficiency and patient outcomes
• Conduct staff productivity analytics to ensure workforce efficiency and maximize service delivery; applied data-driven strategies to enhance departmental performance.
• Contact Center Program Manager (2024 – Present)

• Supervised 40+ frontline representatives and team leaders, ensuring quality patient access and customer service.
• Oversaw workflows for two inbound contact centers and outbound patient outreach operations including Artera messaging, after-hours services, and the patient portal.
• Reported and analyzed contact center metrics (daily, weekly, monthly) to guide performance improvement.
• Supported recruitment, orientation, and continuous training initiatives to strengthen team performance and improve patient experience.
• Collaborated with cross-functional managers to standardize operations and ensure equitable access to care.
• Leadership Highlights & Recognition
• Recipient of the CMC Rising Star Hero Award (2024), recognized by Community Medical Centers, the City of Stockton and U.S. Congress for outstanding leadership and community impact.

Earlier Roles – Patient Services

• Progressed from PSR I to Team Leader in high-volume FQHC setting
• Supported patient access operations, scheduling, and front-line service delivery
• Developed foundational expertise in workflows, patient engagement, and clinic operations
• Managed patient scheduling and appointment coordination to optimize clinic efficiency.