Vianey Olguin
Albuquerque,NM
Summary
Dynamic professional with extensive experience at Ibex (United Healthcare) and a proven track record in customer service and clinical analysis. Skilled in problem-solving and effective communication, I excel in managing teams and enhancing operational efficiency. Bilingual in Spanish, I am dedicated to delivering exceptional service and fostering a collaborative environment.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Ibex (United Healthcare)
Albuquerque, New Mexico
10.2025 - Current
- Assisted customers with inquiries and provided timely solutions.
- Managed customer accounts using company-specific software systems.
- Educated clients on healthcare plans and available services.
- Documented customer interactions for accurate record-keeping.
Clinical Analyst
Unity Bpo
Albuquerque, New Mexico
07.2018 - 10.2025
- Assist multiple users from Presbyterian (PHS), Yuma Regional (YRMC) in resolving issues that they might be having, such as technical or Epic issues, by walking them through any workflow that they might need help with.
- Assist the Department of Health (DOH) in guiding patients to the nearest clinic and arranging transportation for them to be seen for breast and cervical cancer.
- Resolve technical P.C software and hardware problems
- Route tickets to the correct department
Supervisor
El mirador
12.2017 - 06.2018
- Provided individual and/or group supervision for case coordinators providing direct service to elderly and frail clients with complex multiple problems by utilizing advanced practice skills
- Responsible for assigning work to care coordinators, case aides, and administrative staff and ensuring it was performed in an efficient, prompt, professional and accurate manner and provides guidance, when needed.
- Monitors care coordinators case work, timeframes and caseloads, including all tasks required to complete cases;
- Recommended staff for hiring and makes recommendations regarding the discipline and evaluation of staff performance;
- Maintained up-to-date and accurate client files and databases, as required by agency/programmatic policies and procedures, professional standards, and external requirements of all relevant regulatory, licensing and accrediting bodies;
- Conducted regular meetings to convey information and resources, promotes professional development of staff and establish a collaborative environment;
- Supervised case aides and administrative staff in completing billing and administrative functions for the programs;
- Utilized advanced practice skills, including the ability to provide additional resources to staff;
- Accompanied staff on home visits or complete home visits and care coordination assessments.
Supervisor
advanced personal care
02.2012 - 12.2017
- Participate in the day-to-day Clinical, Task and Administrative Supervision to Care Coordination staff;
- Assist in the training of new care coordinators as part of their on-boarding process;
- Supervised and enlighten staff members around advocacy, assessment, service planning, creating linkages/referrals and ongoing documentation and monitoring of Electronic Health Records.
- Assist Coordinator of Care Management Program, as required
- Addresses employee performance and disciplinary actions
- Create, teach, and validate performance improvements plans to address employee opportunities.
- Discuss team performance with leadership in order to ensure a calibrated reflection of individual and teams were reported.
- Analyze & utilize reports to help more manage team performance and highlight wins, as well as investigate opportunities to improve.
- Assist individual team members with any questions or needs in order to ensure delivery of a world class member experience
- Track and monitor attendance, payroll adjustments and approving time off.
- Ensure key messaging and information was delivered to, as well as understood by employees.
- Assists their leader with recruiting and interviewing of employee candidates, providing input and recommendation in selection decisions.
Education
GED -
El Paso Community College
El Paso, TX01.2005
Skills
- Supervisory analytical and problem solving skills
- Effective listening and communication skills
- Administration and time management
- Cultural awareness and sensitivity
- Compassion and understanding
- Flexibility
- MS Office
- Billing & Reconciliation
- Prior Authorization
- Bilingual-Spanish
- Fast learner
- Payroll
- Team Player
- Self-Motivated
- Multi-task
- Determined to learn
- Open Minded
- Computer/ Technology Skills
- Knowledge of General Office Equipment
- Purchase Orders
Timeline
Customer Service Representative
Ibex (United Healthcare)
10.2025 - Current
Clinical Analyst
Unity Bpo
07.2018 - 10.2025
Supervisor
El mirador
12.2017 - 06.2018
Supervisor
advanced personal care
02.2012 - 12.2017
GED -
El Paso Community College