Karen Romero Lemus

• Maintain accurate record and ensure adherence to FDA and Internal compliance requirements across documentation processes
• Maintained a score of 92% of minimal evaluation of Performance Excellent while performing inbound and outbound in English and Spanish
• Achieve a weekly on-time completing rate for assigned tasks of 95%, with a SLA compliance of 100% for Welcome calls within 48 hours
• Analyze workflow processes and recommend improvements that enhance productivity

• Direct and coordinate programs for youth, families, and adults, including sacramental preparation.
• Develop programming in Spanish and for individuals with disabilities to improve access and participation.
• Supervised and recruit volunteers and catechists, ensuring access to training and digital learning platforms.
• Led cross-functional teams to develop and implement strategic initiatives aligning with organizational goals.
• Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
• Facilitated cross-functional collaboration for improved decision-making processes within the organization.

• Maintain an average quality score of 92% or higher to ensure excellent service to patients.
• Leverage AI to transcribe START Forms and train Agent Assist to increase performance
• Collaborated with leadership on the development and implementation of the pre-intake process for the RLT program.
• Trained more than 10 intake specialists, including team leads, on intake protocols and workflow expectations.

• Conducted comprehensive client intakes to assess needs and determine eligibility for services.

• Assisted with developing, implementing, and evaluating departmental policies and procedures.
• Mentored, coached, and evaluated team members, with emphasis on productivity, quality, and service excellence.
• Processed insurance verifications, prior authorizations, and referrals using NaviNet, Availity, UnitedHealthcare, and MedeAnalytics.
• Self-motivated, with a strong sense of personal responsibility.

• Managed shift rotation while serving in a department lead capacity.
• Adapted quickly across multiple Emergency Room department areas to meet patient and operational needs.
• Trained new staff on patient intake procedures and electronic health record systems.
• Managed patient registration processes, ensuring accuracy and compliance with healthcare regulations.
• Coordinated insurance verification, facilitating seamless patient access to services.