Summary
Overview
Work History
Education
Skills
Timeline
Generic

Elissabeth Gonzalez

Ocoee,FL

Summary

Manager that maintains smooth and efficient operations through effective team leadership and management. Possesses excellent budget management, human resources and analytical problem-solving abilities. Well-versed in customer service market conditions and agile in capitalizing on emerging opportunities. Seasoned Manager proficient in compliance, documentation and reporting standards. Ready to leverage Leadership, Problem-solving and goal achieving abilities gained over 8 + year of my management career.

Overview

18
18
years of professional experience

Work History

Comminuty Center Manager

Care Plus Health Plans
Orlando, FL
06.2022 - Current
  • Determined organizational policies regarding program eligibility, requirements and benefits.
  • Travel to and from Winter Haven to assist and monitor operations.
  • Prepare and work with different vendors/contractors for the opening of my Community center.
  • Motivated and led team members to work together to achieve targets.
  • Delivered exceptional client experiences through hands-on leadership of associates and managers.
  • Handled administrative procedures to meet objectives set by boards of directors or senior management.
  • Acted as consultant to community programs by interpreting regulations and policies.
  • Planned and administered budgets for programs, equipment and support services.
  • Developed benchmarks for measuring and monitoring strategic changes and organizational goals.
  • Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
  • Formed and sustained strategic relationships with clients.

UM Administration Manager

Care Plus Health Plan
Doral, FL
06.2020 - 06.2022
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Adhered to regulatory guidelines for workplace by following the medicare guidelines.
  • Ensure to work the evidence of coverage in a timely manner.

Supervisor

Care Plus Health Plans
Doral, FL
10.2015 - 06.2020
  • Successfully managed the activities of 27 team members in multiple locations.
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Recruited, managed and mentored Large amount of new customer service representatives per year.
  • Monitored the daily activities of 27 customer support teams.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Owned team productivity metrics.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Managed payroll and time and attendance systems.

Grievance and Appeals Spealist

Care Plus Health Plans
Doral, FL
06.2014 - 10.2015
  • Escalated identified risk issues, challenges and trends to senior management and delivered risk-related documents for audit and regulatory exams.
  • Implemented, maintained and verified compliance to various international quality standards and administered training on standards.
  • Earned good attendance record and built reputation for being on time and ready to work.
  • Protected company brand and improved customer satisfaction by finding creative solutions to problems arising from deliverables.

Call Center Representative

Care Plus Health Plans
Doral, FL
10.2013 - 06.2014
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented customer inquiries and feedback.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Explained key information regarding plan benefits and services to members.
  • Documented conversations with customers to track requests, problems and solutions.

Case Manager Coordinator

Altegra Health
Weston, FL
12.2010 - 10.2013
Elissabeth
  • Conducts telephonic outreach activities for members who have been prescreened as potentially eligible for the Medicare Savings Programs.
  • Completes MSP applications for members and insure that application packages are prepared for mailing to member on daily basis.
  • Follows up with members to encourage them to return completed application, required verifications, and notices of actions from the state.
  • Meet quality standards by ensuring proper phone etiquette and adherence to scripts, make accurate and descriptive MMS documentation and properly complete cases.
  • Meet daily, weekly, and monthly production goalsParticipates as required in Altegra Health staff and operational development programs. Acts as a team player and communicates openly and honestly.
  • Maintains current knowledge of state and federal regulatory requirements.
  • Adheres to strict compliance of all aspects of Altegra Health outreach operations.Demonstrates behaviors, actions, and attitudes that reflect Altegra Health’s vision, mission and values.

Associate Manager

Wendy's
Hialeah Garden, FL
01.2006 - 12.2010
  • Delivered excellent customer service by greeting and assisting each customer.
  • Addressed customer inquiries and resolved complaints.
  • Design and implemented customer satisfaction metrics.
  • Opened a new store location and assisted in recruiting and training new staff.
  • Stocked and restocked inventory when shipments were received.
  • Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
  • Trained all new managers on store procedures and policies.
  • Completed weekly schedules according to payroll policies.
  • Worked closely with the district manager to formulate and build the store brand.

Education

Associate of Arts - Law

Miami Dade College
Miami, FL
06.2014

Skills

  • Team management
  • Focused on customer satisfaction
  • Skilled multi-tasker
  • Scheduling
  • Deadline-oriented
  • Conflict resolution techniques
  • Training and development

Timeline

Comminuty Center Manager

Care Plus Health Plans
06.2022 - Current

UM Administration Manager

Care Plus Health Plan
06.2020 - 06.2022

Supervisor

Care Plus Health Plans
10.2015 - 06.2020

Grievance and Appeals Spealist

Care Plus Health Plans
06.2014 - 10.2015

Call Center Representative

Care Plus Health Plans
10.2013 - 06.2014

Case Manager Coordinator

Altegra Health
12.2010 - 10.2013

Associate Manager

Wendy's
01.2006 - 12.2010

Associate of Arts - Law

Miami Dade College

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Elissabeth Gonzalez