LYNETTE MORALES
Mays Landing
Summary
Transform participant engagement through strategic complaint resolution and targeted educational initiatives. Spearhead team training that cultivates proactive health benefit usage, resulting in increased participant satisfaction. Leverage data analytics to inform decision-making and improve service delivery across departments.
Overview
22
22
years of professional experience
Work History
Participant Engagement Manager
Unite Here Health
Atlantic City
01.2024 - Current
- Supervise and mentor advocacy, enrollment, and member services staff.
- Developed and maintained effective relationships with clients to ensure satisfaction and successful project outcomes.
- Research and resolve complex or escalated participant and provider complaints regarding eligibility, claims, or health benefits.
- Oversee educational efforts to empower participants to become active users of their health benefits, emphasizing preventive care and wellness programs.
- Coordinated internal resources across departments to meet participant demands in a timely manner.
- Audit productivity and service quality. Generate data-informed reports on inquiries, member satisfaction, benefit utilization to share with executive leadership.
- Trained staff on new procedures or technologies related to participant engagement initiatives.
- Performed research into industry trends and best practices in order to suggest innovative solutions.
Lead Health Promoter
Unite Here Health
Atlantic City
01.2014 - 01.2024
- Created educational materials such as brochures, posters, pamphlets to distribute to participants.
- Provided individual counseling sessions focusing on lifestyle changes aimed at reducing risks associated with poor health habits.
- Collaborated with local organizations to coordinate health-related events for the plan participants.
Customer Service Representative
Unite Here Health
Atlantic City
12.2004 - 01.2014
- Maintained records of program participants and monitored progress towards goal achievement, enhancing participant engagement.
- Coordinated with healthcare providers to ensure continuity of care for clients at risk for chronic diseases, improving patient support.
- Organized outreach activities promoting preventive care and early disease detection, increasing community awareness.
- Participated in interdisciplinary team meetings to discuss strategies for improving population health outcomes.
- Presented on improving patient care to an audience of over 200 professionals at the Institute for Healthcare Improvement summits in 2018, 2019, and 2020.
Education
Computer Programming - Computer Applications
Instituto de Banca
Guayama, PR08-1990
Skills
- Event management
- Stakeholder relations
- Data analytics
- Strategic thinking
- Team collaboration
- Organizational skills
- Problem solving
- Communication excellence
- Public speaking
Volunteer Experience
Volunteer with cultural organization that focuses in organizing events that empowers Latinos in Atlantic County., Assisted with event planning activities, coordinating logistics, managed financials for charity events.
Languages
Spanish, Bilingual
Timeline
Participant Engagement Manager
Unite Here Health
01.2024 - Current
Lead Health Promoter
Unite Here Health
01.2014 - 01.2024
Customer Service Representative
Unite Here Health
12.2004 - 01.2014
Computer Programming - Computer Applications
Instituto de Banca