Hellen Rizo
Miami
Summary
Team Lead at Molina Healthcare prepared to take on leadership responsibilities with focus on driving results, enhancing team performance through effective coaching feedback, and skill development. Bilingual in English and Spanish, I excel in problem-solving, multitasking, documentation, strong organizational, communication skills. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
7
7
years of professional experience
Work History
Team Lead
Molina Healthcare
09.2022 - Current
- Providing regular coaching, feedback, and skill development opportunities, coach side by side meetings with agents listening to calls and soft skill checks for improvement.
- Prepared Team huddles/Workshops.
- Worked on A&G returns, Care connections follow ups, secret shopper calls, NPS survey detractors calls, open case emails, adherence improvement emails, Kudos shout outs and sending Heat Map for the team and individually.
- Involved in lead huddle meetings to discuss new updates and identified and resolved discrepancies and errors.
- Work on daily Team stats.
- Handled escalated calls and follow up on members escalations to provide resolution.
- Providing lead assistance for multiple states.
- Sending request to WFM BAT chat for schedule updates on for meetings, overtime, project, training and monitoring team RTA and following up with agents showing in RTA chat.
- Involved in calibration meetings with QA to evaluating agent calls providing feedback.
- Facilitated team meetings to discuss knowledge article updates, Salesforce navigation and state portal systems.
- Assisted in nesting classes with new hires.
- Cross-trained in different states
Member Service Representative
Molina Healthcare
05.2018 - 09.2022
- Assisted members and providers with their overall accounts and inquiries follow proper guidelines for HIPAA, grievances, appeals and assisted SC lead line when needed
- Resolved member inquiries with empathy achieving FCR.
- Cross trained in multiple states as a member services agent FL/WA/SC/MS/WI.
Education
GED -
Department of Education
Tallahassee, FL10-2021
Skills
- Attention to detail and organization
- Bilingual English/Spanish
- Coaching and mentoring
- Teamwork and collaboration
- Problem-solving
- Leading team meetings
- Flexible schedule
- Documentation and reporting
- Performance evaluations
Timeline
Team Lead
Molina Healthcare
09.2022 - Current
Member Service Representative
Molina Healthcare
05.2018 - 09.2022
GED -
Department of Education
Similar Profiles
Mayra GarciaMayra Garcia
Claims Auditor at Bright Healthcare Plan & Molina Healthcare PlanClaims Auditor at Bright Healthcare Plan & Molina Healthcare Plan
Lashanna GreenLashanna Green
Customer Service Experience ||| at Molina HealthcareCustomer Service Experience ||| at Molina Healthcare
Geraldine Arriola-OlagueGeraldine Arriola-Olague
RN Case Manager at MOLINA HEALTHCARERN Case Manager at MOLINA HEALTHCARE
Yanpol Vargas EliasYanpol Vargas Elias
Carrier Sales Representative at TransCargo SolutionsCarrier Sales Representative at TransCargo Solutions
Thelma O. PytonThelma O. Pyton
Behavioral Health Targeted Case Manager at Healthy Connections CMHC, INC. , Behavioral HealthBehavioral Health Targeted Case Manager at Healthy Connections CMHC, INC. , Behavioral Health