Iris Ontiveros

Client Relations Oversight and Management

• Managed client relationships for Arizona's Medicaid and Medicare Plans: Mercy Care, Banner University Health Plan, Molina Arizona Health Plan.
• Regularly interacted with clients and c-suite staff, providing consultation and resolving issues.
• Prepared and presented weekly client meetings, addressing issues and reviewing metrics.
• Ensured timely responses to client communications.

Internal Collaboration & Reporting:

• Facilitated cross-departmental coordination through bi-weekly meetings to address client needs and share market updates.
• Maintained ongoing communication and monitored task progress across all internal departments (Compliance, FWA, Finance, Legal, Vendor Account Management, Call Center Directors, Training Department, Regional Operations Directors, Community Outreach, and Facility Account Managers) to fulfill client requests, meet contractual obligations, and offer organizational support.
• Conducted regular checks on weekly reports and provided occasional ad hoc reports, ensuring accuracy and reliability.

Contractual Understanding and Data Analysis:

• Demonstrated expertise in client contractual guidelines and policies, reviewing contracts for renewal terms and pricing considerations.
• Ability to adapt to the evolving needs and interests of the community.

• Manage and support over 300 Arizona healthcare facilities, coordinating transportation resources for Non-Emergency Medical Transportation (NEMT) under Medicaid/Medicare, state/county governments, and Managed Care Organizations (MCOs).
• Analyze transportation needs and service gaps for Arizona individuals requiring healthcare-related transportation. Utilize comprehensive knowledge of Arizona's geography to optimize transportation routes and gain firsthand insight through direct participation in valley-wide ride-alongs.
• Contribute effectively to high-level discussions with C-suite leadership and adapt to diverse business environments. Collaborate to identify and implement solutions for transportation challenges in the healthcare sector.
• Engage with community stakeholders, including facility managers and C-suite leadership, to monitor emerging transportation trends affecting healthcare patients.
• Actively participate in community events to amplify community voices and raise awareness of available resources.
• Serve as a key operations liaison, advisor, and advocate for facilities and clients, ensuring exceptional customer satisfaction, providing technical assistance, professional guidance, and promoting contractual compliance.
• Communicate effectively with diverse audiences, including public participation meetings such as Client Facing Joint Operating Committees (JOC) meetings, to address and resolve contractual and relational issues between parties, as well as with Community Advisory Committees and Peer and Family Advisory Councils.
• Proactively identify opportunities to enhance operational efficiency and support all parts of the organization, internally and externally, to navigate reporting structures and drive results.
• Demonstrate proficient analytical skills and exceptional written and verbal communication abilities.
• Oversee and support internal departments tasked with investigating and resolving concerns, including the Resolution team, Compliance, Quality Assurance, Command Center, Dispatch, and IT department, Finance, HR, Legal team.

• Successfully managed and led consecutive New Hire Classes, each with up to 15 employees, for 4 weeks, ensuring smooth onboarding.
• Graduated and trained over 25 classes, demonstrating consistent effectiveness in preparing employees.
• Conducted one-on-one coaching sessions with contact center agents to enhance performance.
• Designed and delivered virtual classroom training for customer service representatives. Monitored contact center agent calls to maintain quality standards.
• Expertise in System Training and Arizona Health Plan Guidelines specific to Contact Center operations.
• Excel in fast-paced environments, demonstrating adaptability and efficiency. Analyzed customer complaints to improve service delivery.
• Facilitated group discussions among trainees to encourage knowledge sharing.