Iris Guilloty
Orlando,F.L.
Summary
Seeking a well-established company where I can use my skills in operations management and client service management. I want to continue to utilize my knowledge, experience, and potential to achieve organizational success, growth, and seize the opportunities for professional development. Specialist in operations management and client-facing for 15+ years.
Overview
16
16
years of professional experience
Work History
Client Services Manager
Centauri Health Solutions
06.2023 - Current
- Responsible for being the first point of contact for multiple clients, handling inquiries, and providing information about their program and our services
- Overseeing implementation of new clients from start to finish which includes executing legal documents, working with company departments to establish IT connections and receiving health information for program launches
- Developing and maintaining strong relationships with clients to foster trust and loyalty
- Document client interactions and provide reporting on program metrics
- Ensure client programs are hitting internal and external targets, monitoring metrics, and monitoring any budgetary constraints
- Report to executive leadership on client temperature, new implementations, and company revenue that is generated through our clients
Service Line Manager Operations
Centauri Health Solutions
01.2022 - 06.2023
- Responsible for managing service line operations for medical record retrieval on behalf of contracted health plans for RADV, HEDIS, HIX, and IVA audits.
- Coordinate with different departments within service line to ensure processes are developed, aligned, and carried out based on the needs of clients.
- Work directly with the Manager, Director, or VP to develop and implement short- and long-range plans for the service.
- Work with appropriate leadership to develop and integrate strategic direction and vision for service that is in line with the corporate vision
- Develop short- and long-range plans in conjunction with corporate leadership that oversees service line operations, personnel, financial performance, and growth
- Assist in the development of budget.
- Monitor budget and make appropriate adjustments to meet financial goals
- Review monthly financial statements and provide explanation of variances as well as action plans to correct them as needed
- Work with executive leadership to recruit and hire associates as well as contractors
Operations Supervisor Retro Retrieval
Centauri Health Solutions
07.2015 - 01.2022
- Responsible for overseeing team of agents dedicated to making outreach for retrieval of medical records for RADV, HEDIS, HIX, and IVA audits.
- Ensure outreach is team is adequately staffed to meet the needs of several client projects operating in tandem.
- Supervises scheduling, training, and evaluating associates
- Provides ongoing coaching, counseling, and performance management
- Manages associate accountability for time and attendance, goal setting and attainment, problem solving, and appropriate corrective actions
- Provides regular operational, financial, and statistical reports to call center leadership and clients, identifying inefficiencies and outlining opportunities for improvement
- Tracks performance and provide analysis and reporting on metrics
- Work with executive leadership to recruit and hire associates as well as contractors
Outreach Specialist Supervisor - Risk Adjustment
Tactical Management Inc.
12.2009 - 07.2015
- Responsible for hiring, training, and managing a team of customer service representatives
- Overseeing logistic coordination and dispatching of medical record technicians to provider offices
- Provides regular operational, financial, and statistical reports to call center leadership and clients, identifying inefficiencies and outlining opportunities for improvement
- Manage associate accountability for time and attendance, goal setting and attainment, problem solving, and appropriate corrective actions
Office Manager
American Health Care Medical Centers
06.2013 - 01.2014
- Responsible for directing, supervising, and coordinating staff and office in day-to-day operations within clinic
- Manage identifying and hiring of staff and nurses
- Managing and maintaining associates work schedule and associate records
- Administrative duties include managing clinical schedules, financial reporting, insurance verification, addressing patient financial obligations, and managing petty cash.
- Develop and implement office policies and procedures
- Oversee clinic budget as well as making payments for medical office bills
- Coordinate customer care by personally responding to patient complaints and medical issues
- Ensuring all referral authorizations are processed, submitted to specialty locations, and following through with patient appointments
Education
Associate of Arts - Health Care Administration
Valencia College
Orlando, FL05-2027
Skills
- Management and leadership skills
- EMR systems knowledge
- Microsoft Word proficiency
- Microsoft Outlook proficiency
- Microsoft Excel proficiency
- Microsoft PowerPoint proficiency
- Salesforce proficiency
- Attention to detail
- Technical and analytical skills
- Customer service excellence
- Bilingual in Spanish
References
AVAILABLE UPON REQUEST
Alternate Name
Iris Garcia-Guilloty
Timeline
Client Services Manager
Centauri Health Solutions
06.2023 - Current
Service Line Manager Operations
Centauri Health Solutions
01.2022 - 06.2023
Operations Supervisor Retro Retrieval
Centauri Health Solutions
07.2015 - 01.2022
Office Manager
American Health Care Medical Centers
06.2013 - 01.2014
Outreach Specialist Supervisor - Risk Adjustment
Tactical Management Inc.
12.2009 - 07.2015
Associate of Arts - Health Care Administration
Valencia College
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