Lusine H Gasparyan
NY,NY
Summary
Skilled professional with over 15 years of customer service experience, HR management, office management and internal monitoring.
Knowledgeable professional possessing excellent problem solving and analytical skills paired with MLTC, MAP , ISNP plans.
Committed to improving overall business processes. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments.
Works great alone or with others and consistently exceeds expectations. Adds value to any organization in need of great collaboration, interpersonal and multitasking abilities. Meets tight deadlines.
Committed to improving overall business processes.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Clinical Operations Specialist
River Spring Health Plans
New York, New York
10.2023 - Current
- Coordinated clinical operations and managed daily workflow of the department.
- Provided support for research projects by collecting, organizing, and analyzing data.
- Follow up on DOH forms process for personal care or CDPAP services .
- Contact vendors, doctors regarding MD orders, maintain different projects, manage and track UAS assessments.
- Adjust or extend the authorizations of personal care services.
- Assisted in developing policies and procedures related to clinical operations.
- Communicated with vendors regarding home care services, authorizations, hospitalization and resumption of care , issues for patients' treatments.
- Collaborated with other departments within the organization to coordinate services for patients.
- Resolved conflicts between clinicians or patients regarding medical decisions or treatment plans.
- Participated in quality assurance initiatives by auditing patient records for accuracy.
- Coordinated with nurse manager to take care of patient safety and service-related issues, service interruptions, hospitalization and contact Social workers pertaining patients' safe discharge process.
- Attended conferences or seminars related to clinical operations best practices.
- Prepared reports detailing progress on various initiatives within the organization.
Member Services Representative
River Spring Health Plans
New York, NY
02.2022 - 10.2023
- Answering phone calls, actively listening to members and identifying their needs and simultaneously send notifications, assign activities to different departments, place grievances due to members' concerns, and complaints .
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Providing information on membership fees, policies, processes, benefits, products, and services related to MLTC, MAP, ISNP plans.
- Recommending and cross-selling products and services to members and potential members.
- Investigating and resolving or escalating membership and payment issues.
- Assessing member eligibility and processing payments, applications, and requests.
- Documented customer correspondence in CRM to track requests, problems and solutions, maintaining accurate membership records.
- Interviewing members' in Social Day Care facilities concerning their safety and satisfaction.
- Audited customer account information to identify issues and develop solutions.
Teacher Assistant
The Child School and Legacy High School
New York
10.2021 - 02.2022
- Assisting Teachers with lessons preparation by getting ready and setting up equipment
- Revising lesson material individually or in small groups
- Collaborating with lead teachers to recognize issues students are facing and recommend solutions
- Documenting student progress and communicating with parents to keep them informed
- Helping lead teachers to create lesson plans
- Complying with state, school, and class rules and regulations
- Attending all training classes, parent conferences, and faculty meetings.
HR ASSISTANT
CROCUS HOME CARE LLC
NEW YORK
06.2020 - 08.2021
- Coordinated the full cycle recruiting process, including sourcing, screening and interviewing candidates for multiple job functions
- Collected, reviewed, and processed legal/new hire paperwork
- Enhanced electronic filing system to be more cohesive and effective
- Supported the resolution of staff professional/personal issues
- Complied with company procedures, including privacy policies
- Contribute to team effort by accomplishing related results as needed
- Coordinate with Scheduling Coordinator to ensure all new hires are processed
- Experience with employee verification, background checks
- Maintaining annual compliance for all employees with medicals, evaluations, licenses etc
- Familiar with identifying and solving DOH Criminal background related issues
- Provide a brief orientation to ensure caregivers and patients are set up for their care plan
- Assisting with Orientations and In-Services, as needed
- Familiar with CHRC /Submission, Terminations & home care registry, making notes in HHA exchange
- Contact healthcare providers to obtain documentation and information as needed
- Complete Special Projects assigned.
Technical Customer Service
EKENG CJSC
Yerevan, Armenia
02.2012 - 09.2019
- Successfully multi-tasked in a fast paced environment; managed a multi-line phone, difficult callers, and built trusting relationships with customers
- Resolved customer complaints by listening, identifying problems and taking corrective actions
- Certification Authority, Digital Signature Systems, Customer Care System, E-citizen, Official E-Mail, ID card reader software
- Remote support of informative problems and requests, using call management system, email and other electronic means
- Preparation of various technical materials, manuals, user-guides
- Updating and working on the database of digital signature system for foreign citizens
- Developing quantitative statistics of calls, making analyses and reports
- Preparing daily, monthly and other category reports on customer service department issues.
HR specialist
Yerevan Municipality, CJSC
Yerevan, Armenia
03.2008 - 06.2011
- Land and Property Transactions", Assisting in supervising a variety of programs and policies
- Teamwork and collaboration
- Event and meeting planning
- Regarding employees such as advertising job positions, recruitment, processing applications, separation, contracts, and compensation schedule in compliance with organizations policies, contracts, laws, and agreements.
Monitoring and Evolution Specialist
Armenian Helsinki Committee
Yerevan, Armenia
05.2003 - 11.2005
- Collect and analyze information about the human rights situation in Armenia
- Produce and distribute information about a range of issues, including violations of religious freedom, infringement of the rights of ethnic minorities, political persecution, and abuse of the rights of members of the military
- Volunteer Experience in the 2019 Aurora Prize for Awakening Humanity
- Supported in the execution of humanitarian support plans, projects, and programs processes
- Inspect, track and document the types of materials.
Education
Master’s degree - History
Yerevan State University(YSU)
05.2003
Bachelor of Arts: Diploma -
Yerevan State University(YSU)
06.2001
Skills
- Proficient in MS Office Package, Internet Explorer, other CRM systems and computer literacy
- Strong Analytical and Problem Solving Skills
- Building Customer Trust and Loyalty
- Administrative and Office Support
- Document and Records Management
- Cultural Awareness and Sensitivity
- Excellent Attention to Detail
- Database Management
- Time Management
- Communication skills
- Conflict resolution
- Planning and coordination
- Human relations
- Scheduling expertise
- Empathy
Certification
- State Labor Inspectorate- working law in Armenia
- ARMENIAN HELSINKI COMMITTEE(NGO) - Human Rights
- AITC / Armenian-Indian Center for Excellence in ICT-Web programming
- LinkedIn Learning - Human Resources Foundation
- LinkedIn Learning - Human Resources: Understanding HR Systems Features and Benefits
Languages
English
Full Professional
Russian
Native/ Bilingual
Armenian
Native/ Bilingual
Timeline
Clinical Operations Specialist
River Spring Health Plans
10.2023 - Current
Member Services Representative
River Spring Health Plans
02.2022 - 10.2023
Teacher Assistant
The Child School and Legacy High School
10.2021 - 02.2022
HR ASSISTANT
CROCUS HOME CARE LLC
06.2020 - 08.2021
Technical Customer Service
EKENG CJSC
02.2012 - 09.2019
HR specialist
Yerevan Municipality, CJSC
03.2008 - 06.2011
Monitoring and Evolution Specialist
Armenian Helsinki Committee
05.2003 - 11.2005
Master’s degree - History
Yerevan State University(YSU)
Bachelor of Arts: Diploma -
Yerevan State University(YSU)
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