Keila Quezada Ortiz
Winter Springs,USA
Summary
Dynamic professional with a proven track record at Centene Co., excelling in program coordination and case management. Bilingual in English and Spanish, I enhance patient care through effective communication and leadership. Spearheaded digital initiatives, improving operational efficiency, and achieving a 20% increase in member compliance. Committed to delivering exceptional service and results.
Overview
19
19
years of professional experience
Work History
Sales Representative
Hilton Grand Vacations
Orlando, FL
05.2025 - Current
- Promoted and sold vacation ownership packages at multiple resort locations, adhering to company guidelines.
- Engaged guests through personalized presentations to convert leads into sales.
- Provided concierge-style service by recommending local attractions to enhance guest experiences.
- Collaborated with resort staff to ensure seamless interactions and uphold positive brand image.
- Attended sales training and meetings to remain current on product offerings and strategies.
Interpreter
CyraCom Inc.
10.2021 - 01.2025
- Facilitate real-time medical interpretation, enhancing patient care and communication clarity.
- Maintain detailed session logs, ensuring HIPAA compliance and supporting quality assurance.
- Bridge cultural gaps in healthcare, enabling informed medical decisions and clear understanding.
Program Coordinator - Medical Case Management
Centene Co.
12.2016 - 06.2021
- Co-led digital innovation in medical case management, valued at $5M annually.
- Facilitated member compliance through inpatient census assessment and monitoring.
- Coordinated care transitions, liaising with physicians and community organizations.
- Organized and hosted staff events, enhancing team engagement and collaboration.
- Spearheaded digital innovation initiatives for VP of Medical Case Management, assisting with implementation of $5M annual program while ensuring alignment with organizational objectives.
- Developed and implemented three successful Spark Ideas initiatives, enhancing operational efficiency and contributing to organizational improvement strategies.
- Orchestrated seamless care transitions by building strong partnerships with healthcare providers and community organizations, enhancing patient care continuity.
- Analyzed inpatient census data to optimize member compliance strategies, leading to improved healthcare outcomes and reduced readmission rates.
Customer Service Representative/Active Spanish Supervisor
Xerox - State & local government solutions
San Francisco, USA
03.2014 - 06.2016
- Effectively managed a high volume of incoming calls in English and Spanish using multiple livestream software simultaneously.
- Ensured issue resolution at the manager level.
- De-escalated phone calls at a manager level and resolved escalated cases for state and local government solutions.
- Resolved duties and other unique circumstances under special management authorization.
- Developed effective relationships with call center departments.
- Provided live in-house training to new employees.
- Interpreted and translated documents for supervisors as needed in person and via call center as well.
- Spearheaded new employee training initiatives and provided comprehensive mentorship, strengthening team capabilities and improving service quality standards.
Patient Transporter
Adventist Health FL Hospital
Orlando, USA
08.2012 - 05.2013
- Transport Patients to and from in-house appointments, across 300 acres, and assisted medical staff as needed.
- Exceeded Monthly metric productivity.
- Awarded Model of Excellence in five different categories.
- Was selected to participate in special cases for patients with sensitive circumstances.
- Developed effective relationships with hospital departments.
- Was selected to assist the Hospital's Pediatric Oncology wing at Disney World Tower.
- Received constant recognition and awards.
- Interpreted for Clinical staff as needed by incoming patients.
- Safely transported patients across a 300-acre facility for medical appointments, ensuring timely arrival and compassionate care while maintaining patient dignity and comfort.
Account Services Representative
Sprint Nextel
Altamonte Springs, USA
03.2009 - 11.2011
- Effectively managed a high volume of incoming and outgoing calls.
- Ensure issue resolution in every call and avoid the termination of customer contracts as well as corporate escalations.
- Resolve duties and other unique circumstances under special corporate office authorizations.
- De-escalate phone calls at a manager level.
- Meet weekly metrics and productivity as required by corporate offices.
- Provide live in-house training to new employees.
- Introduce new products/services to market customers.
Vendor Relations Specialist & In house Spanish Interpreter
Access On Time Inc
Lake Mary, USA
10.2006 - 11.2008
- Started out scheduling patient workman's compensation appointments and Data Entry.
- Interpreted phone calls for workman's comp cases and Department of Children & Families, as well as other legal and medical facilities, inhouse.
- Translated documents for the Department of Justice as needed.
- Was promoted to Vendor Relations Specialist, contracting Interpreter and transportation vendors throughout the US to provide medical and legal services.
- Met monthly productivity requirements.
Education
Bachelor's - Psychological Sciences
Oregon State University
Corvallis, OR03-2026
General Health Sciences - Courses completed towards AS
Peralta Community College System Office
Oakland12.2014
AS - General Health Sciences Equivalent
Seminole State College of Florida
Altamonte Springs03.2013
High School Diploma - Health Academy Graduate
Deltona High School
Deltona, FL05.2002
Skills
- English
- Spanish
- Program Coordination
- Professional Development
- Interpretation
- Translation
- Customer Service
- Call Center
- Google Docs
- Microsoft Office
- Data Integrity
- Leadership
- Project Management
- Training
- Quality Assurance
- Case Management
Languages
- Spanish
- English
- Spanish
Timeline
Sales Representative
Hilton Grand Vacations
05.2025 - Current
Interpreter
CyraCom Inc.
10.2021 - 01.2025
Program Coordinator - Medical Case Management
Centene Co.
12.2016 - 06.2021
Customer Service Representative/Active Spanish Supervisor
Xerox - State & local government solutions
03.2014 - 06.2016
Patient Transporter
Adventist Health FL Hospital
08.2012 - 05.2013
Account Services Representative
Sprint Nextel
03.2009 - 11.2011
Vendor Relations Specialist & In house Spanish Interpreter
Access On Time Inc
10.2006 - 11.2008
Bachelor's - Psychological Sciences
Oregon State University
General Health Sciences - Courses completed towards AS
Peralta Community College System Office
AS - General Health Sciences Equivalent
Seminole State College of Florida
High School Diploma - Health Academy Graduate
Deltona High School