Karina Li
Daly City,CA
Summary
Hard-working, mature individual looking for opportunities to expand my healthcare business strategy and operations expertise. Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals.
Overview
7
7
years of professional experience
Work History
Government Programs Manager
Chinese Community Health Plan
01.2021 - Current
- Oversee compliance and submission processes for Covered California and Department of Managed Healthcare (DMHC) governmental programs.
- Manage the bid and renewal cycle of CCHP's participation with government programs.
- Monitor performance, track new program requirements, and ensure strategic alignments warranted by the nature of the meetings.
- Formulated and created proposals and bid responses for government programs.
- Facilitate education initiatives covering regulatory frameworks within the Covered California program.
- Facilitated preparations and support for forums tied to government initiatives
- Collaborate with internal teams to manage project tasks and milestones
Covered California Account Associate
Chinese Community Health Plan
02.2020 - 01.2021
- Supported administrative tasks related to Covered California submission requirements
- Monitored program requirements during Covered California related meetings and forums
- Streamlined the maintenance of work plans and issue logs to support project efficiency
- Investigated member issue logs, ensuring problems were addressed effectively
- Streamlined workflows through alignment with internal stakeholders
- Ensured seamless data coordination between CCHP and California Healthcare Eligibility, Enrollment, and Retention System through stakeholder engagement
- Led coordination efforts for the annual Open Enrollment program, managing a team of more than ten Certified Enrollment Counselors
Certified Enrollment Counselor
Chinese Community Health Plan
09.2019 - 01.2020
- Demonstrated proficiency in explaining healthcare delivery within the community
- Engaged in preparatory activities to obtain Covered California certification, aiding enrollment efforts
- Delivered exceptional customer service to existing and prospective clients
- Handled inquiries via telephone, mail, and in-person channels for enrollment support into Covered California program
- Screened and supported applicants in determining program eligibility
- Collaborated with team members when necessary to support customers
- Assisted individuals with limited English skills in navigating healthcare services
- Facilitated execution of Open Enrollment outreach activities
Junior Project Management Intern
VIDA & Co.
07.2018 - 06.2019
- Manage 20+ customer service agents and daily operations
- Create strategic business planning to improve customer satisfaction and first reply time
- Work cross-functionally with all internal teams to improve customer service
- Execute all higher-level customer service strategic planning into effect
- Identify and analyze underlying numbers affecting customer service
- Redesign customer service external and internal web interface using Adobe Photoshop
- Created and executed a customer service proposal to revamp company’s external and internal customer service processes - presented to C-level executives for approval
- Redefined company’s ecommerce return processes
- Implemented new application features to create excellent and efficient customer service
Education
B.A. - Health Exercise Science
University of The Pacific
05.2017
Skills
- Program management
- Project management
- Operations management
- Regulatory compliance
- Strategic thinking
- Cross-functional team management
- Workflow analysis
- Decision making
- Detail-oriented
- Time management
Timeline
Government Programs Manager
Chinese Community Health Plan
01.2021 - Current
Covered California Account Associate
Chinese Community Health Plan
02.2020 - 01.2021
Certified Enrollment Counselor
Chinese Community Health Plan
09.2019 - 01.2020
Junior Project Management Intern
VIDA & Co.
07.2018 - 06.2019
B.A. - Health Exercise Science
University of The Pacific
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