Lydia Lopez

Verified active dental insurance coverage for assigned patients.

Verified accuracy of personal information, including spelling.

Ensured accurate care plan tagging in patient accounts to support appropriate care continuity.

• Oversaw daily operations of the customer service team, ensuring adherence to company policies and high service standards.
• Provided oversight and guidance to 15+ licensed vocational nurses, medical assistants and pharmacy technicians in answering patient calls and/or processing medication refill requests.
• Implement process changes to improve efficiency.
• Developed and implemented training programs for new hires, enhancing team performance and customer satisfaction.
• Conducted regular performance reviews and provided constructive feedback to team members, fostering professional development.
• Collaborated with IT to implement a new customer relationship management system, streamlining processes and improving data accuracy.
• Organized team-building activities to boost morale and promote a positive work environment.
• Fostered a customer-first culture within the team, emphasizing empathy and effective communication.
• Monitored staff adherence to scheduled breaks to ensure optimal coverage during peak hours.
• Established a quality assurance program to evaluate customer interactions and provide targeted coaching.

• Designed and delivered comprehensive training programs that enhanced employee skills and knowledge.
• Assessed training effectiveness through feedback and performance metrics, implementing improvements as needed.
• Leveraged technology to develop online training modules, increasing accessibility and flexibility for learners.
• Maintained up-to-date knowledge of regulatory requirements and compliance standards relevant to training programs.
• Developed a comprehensive on-boarding program for new hires to ensure a smooth transition into the company culture.
• Facilitated training on the use of specific software tools to enhance operational efficiency among teams.
• Integrated feedback from participants to refine and enhance future training initiatives.