Lorraine Silva
Fontana,CA
Summary
Accomplished Manager focused on meeting customer expectations and achieving company goals to heal and inspire the human spirit. Drives success by directing high-producing teams while developing lasting employee rapport. Experience that is built upon years of leadership that focus on creating an environment that is motivating and inspirational through strong leadership, communication, and organization. In search of any challenges or opportunities which allow continuous leadership development and professional growth. Along with any potential opportunities to utilize past experiences, acquired knowledge, and education to improve overall healthcare and optimize health outcomes.
Overview
20
20
years of professional experience
Work History
Manager, Transportation Services
Inland Empire Health Plan, Care Management
05.2023 - Current
- Manage and motivate employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes such as audit readiness and preparation.
- Maintain professional, organized, and safe environment for employees and patrons.
- Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Establish team priorities, maintained schedules, and monitored performance.
- Evaluate employee performance and convey constructive feedback to improve skills.
- Monitor and guide Transportation staff to ensure correct and regulatory adherence to transportation requests.
- Maintain policies and procedures relating to Transportation.
- Develop action plans in accordance with identified issues.
- Manage grievance reduction task force to reduce Transportation-related grievances by 30.9% last year.
- Assure LEAN principles are utilized and PDSA cycles are performed for all Transportation department processes to assist with transformation of becoming 5 Star Health Plan.
- Generate reports to track and trend productivity, compliance, quality, and inventory for use in MDI/RIE boards.
- Working knowledge of managed care including HEDIS and CAHPs, CMS, DMHC, and NCQA health plan regulations.
- Successful implementation of new transportation processes to resolve DHCS corrective action plans and meet DHCS 100% compliance.
Supervisor, Medication Management Pharmacy Operations
Inland Empire Health Plan
06.2014 - 05.2023
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Monitored employee performance and provided coaching and constructive guidance to address areas of concern
- Maintained compliance with company policies, objectives, and communication goals
- Establish goals and created action plans to achieve goals
- Provide coaching and counseling to employees to encourage professional growth as well as meet short- and long-term goals
- Interview, hire, and train new employees for production positions
- Measured team performance and report metrics to leadership team members
- Utilize LEAN fundamental techniques to manage process improvement projects that meet both internal and external expectations
- Experience with development of new product lines, such as MTM, which is exclusively member-centric care program
- Experience with prescription prior authorization processing, grievances, and appeal decision-making
- Experience with UM Transition of Care Medication Reconciliation and development of program for Pharmacy Medication Reconciliation process and procedures.
Public Health Advocate
Connect for Health, Lifespan Community Health Institute
02.2022 - 10.2022
- Work with patients remotely to conduct intake, obtain demographic information, and assess patients' social needs
- Provide clients with assistance on several resources for their varied social needs, such as housing, food, social services, education, transportation, etc
- Assist with entering provider referrals and screenings into online database
- Coordinate community resource connections (i.e., SNAP Outreach Project).
- Handled more than 50 daily inbound calls from health plan customers
Pharmacy Technician
Walmart Pharmacy
12.2003 - 10.2013
- Answered incoming phone calls and addressed questions from customers and healthcare providers
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy
- Communicated directly with doctor's offices via telephone, fax, and email
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality
- Stocked, labeled, and inventoried medication to keep accurate records, and maintained drug inventory levels.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need
Education
Master of Science - Public Health
Grand Canyon University
Phoenix, AZ10.2022
Bachelor of Science - Behavioral Health Science
Grand Canyon University
Phoenix, AZ06.2020
Associate of Science - Chemistry
Mt San Antonio College
Walnut, CA06.2008
Pharmacy Technician License -
North West College
Pomona, CA07.2001
Skills
- Training and mentoring
- Experience with Microsoft Office
- Organized, detail-oriented, and conscientious self-starter
- Strong ability to strategize and prioritize effectively to accomplish multiple tasks
- Able to adapt to changing priorities and maintain cohesiveness
- Excellent interpersonal skills for communicating with others
- Priority management
- Performance assessments
- Dedicated team member with focus on promoting team goals
- Staff Development
- Policy Implementation
- Strategic Planning
Languages
Spanish
Timeline
Manager, Transportation Services
Inland Empire Health Plan, Care Management
05.2023 - Current
Public Health Advocate
Connect for Health, Lifespan Community Health Institute
02.2022 - 10.2022
Supervisor, Medication Management Pharmacy Operations
Inland Empire Health Plan
06.2014 - 05.2023
Pharmacy Technician
Walmart Pharmacy
12.2003 - 10.2013
Master of Science - Public Health
Grand Canyon University
Bachelor of Science - Behavioral Health Science
Grand Canyon University
Associate of Science - Chemistry
Mt San Antonio College
Pharmacy Technician License -
North West College
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