Elizabeth Ontiveros
Argyle
Summary
Results-driven Sr Healthcare Associate Auditor with expertise in quality auditing and process enhancement. Achieved a 15% improvement in team performance through effective coaching. Proficient in data analysis and committed to optimizing healthcare experience for diverse populations.
Overview
12
12
years of professional experience
Work History
Sr Healthcare Associate Auditor
One Medical
Argyle
02.2024 - Current
- Conduct high volume quality audits (90-100 weekly) to ensure compliance with quality standards and operational procedures for patients and other lines of business
- Participate and lead in bi-weekly calibration sessions to maintain consistent grading standards across the QA team.
Ops Quality Coach
Oscar Healthcare
Irving
12.2021 - 12.2023
- Designed and implemented a coaching program that improved representative performance and quality scores.
- Mentored and coached underperforming customer service agents in one-on-one coachings, improving quality scores by 15% within 3 months.
- Facilitated bi-weekly calibration sessions with internal and external auditors to ensure audit consistency.
- Reduced BPO auditor variance from 11% to 3.4% through structured QA reviews.
- Collaborated on bilingual research initiatives to improve digital accessibility for Hispanic populations.
Quality Associate
Oscar Healthcare
Phoenix
10.2018 - 12.2021
- Performed 90-120 monthly audits across multiple lines of business, including Spanish-language workflows. Developed Spanish training materials and onboarded bilingual agents to ensure process alignment.
- Cross-trained in MA, Broker Support, Sales, and Teleperformance QA to support operational flexibility.
Patient Services Lead/Intake Counselor
Aurora Behavioral Health
Tempe
11.2013 - 08.2019
- Managed department schedule and provided training for incoming staff.
- Oversaw intake operations across two hospitals; trained new staff and ensured uninterrupted service delivery.
- Conducted risk assessments and coordinated inpatient admissions for patients in crisis while arranging appropriate levels of care.
Spanish Clinical Care Guide
Oscar Healthcare
Phoenix
05.2018 - 10.2018
- Supported Spanish-speaking members by interpreting healthcare concerns and coordinating care.
- Educated members on benefits and optimized insurance usage through personalized guidance.
Education
MA - Counseling
Argosy University
Phoenix, AZ01.2010
Skills
- Bilingual: English and Spanish
- Quality auditing and process improvement
- Coaching and performance development
- Scoring rubric design and calibration
- NICE and Periscope tools
- Salesforce and JIRA expertise
- Slack and Mondaycom proficiency
- RingCentral and EHR systems knowledge
- Google Suite applications
- Data analysis and trend reporting
Timeline
Sr Healthcare Associate Auditor
One Medical
02.2024 - Current
Ops Quality Coach
Oscar Healthcare
12.2021 - 12.2023
Quality Associate
Oscar Healthcare
10.2018 - 12.2021
Spanish Clinical Care Guide
Oscar Healthcare
05.2018 - 10.2018
Patient Services Lead/Intake Counselor
Aurora Behavioral Health
11.2013 - 08.2019
MA - Counseling
Argosy University