Maria Del Rosario Cole
Corning,CA
Summary
Dedicated, compassionate, and motivated professional with over 20 years of healthcare industry experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
4
4
years of post-secondary education
Work History
Implementation Manager, Consultant
California Physicians Services - Blue Shield of California
04.2021 - 01.2024
- Project Lead for process improvement initiatives
- Develop and onboard new implementation managers.
- Streamlined implementation processes by identifying inefficiencies and implementing best practices, resulting in reduced project timelines
- Maintained accurate records of project documentation including status reports, meeting minutes, resource tracking spreadsheets which aided future decision-making activities efficiently when required often
- Exceeded client expectations by delivering high-quality solutions tailored specifically to their unique needs and requirements consistently throughout projects undertaken over time range
Implementation Project Manager
UnitedHealth Group - OptumRx
07.2019 - 04.2023
- Successfully implemented new and existing pharmacy accounts
- Host client and internal meetings to maintain project timelines and level set expectations
- Lead process improvement initiatives.
- Develop and onboard new implementation managers.
- Streamlined project implementation by effectively coordinating cross-functional teams and resources.
- Developed comprehensive project plans to ensure on-time delivery and successful outcomes.
Provider Relations Advocate
UnitedHealthcare Networks
05.2018 - 05.2019
- Design and implement programs that build positive relationships between health plans, providers, and practice managers for Northern California Capitated Medical Groups
- Provided education on provider billing practices and provider data.
Senior Specialist Client Service Manager
UnitedHealthcare
01.2005 - 05.2018
- Subject Matter Expert to the Client Service Manager Teams and Leadership in multiple markets
- Effectively managed Self-Funded and Fully Insured accounts across multiple markets and business segments
- Resolved complex service issues, escalations, and provided expert benefit consultation
- Hosted sales finalist meetings with New Clients, provided on-going sales support, and post go-live activities
- Developed and on-boarded new Client Service Managers while serving as a Subject Matter Expert
- Traveled to client sites to support open enrollment, new market segments, and on-going business needs.
Quality Assurance Phone Specialist
UnitedHealthcare
01.2002 - 01.2005
- Evaluated recorded calls for quality assurance, coaching, and training of Customer Care Professionals
- Served as a liaison between leadership teams for call quality improvement.
Customer Care Representative
UnitedHealthcare
01.2000 - 01.2002
- Customer Service Representative, for complex customers.
Education
Bachelor of Arts - Liberal Arts And Spanish
Saint Mary's College of California
Moraga 09.1995 - 05.1999
Skills
Continuous Improvement
Root cause analysis/resolution
Team Collaboration
Continuous Improvement
Excellent Communication
Friendly, Positive Attitude
Computer Skills
Fluent in Spanish
Customer Relations
References
Available upon request.
Bilingual - Spanish
I am a native Spanish speaker with a recognized degree in Spanish. I am comfortable with on demand translations/conversation in Spanish.
Timeline
Implementation Manager, Consultant
California Physicians Services - Blue Shield of California
04.2021 - 01.2024
Implementation Project Manager
UnitedHealth Group - OptumRx
07.2019 - 04.2023
Provider Relations Advocate
UnitedHealthcare Networks
05.2018 - 05.2019
Senior Specialist Client Service Manager
UnitedHealthcare
01.2005 - 05.2018
Quality Assurance Phone Specialist
UnitedHealthcare
01.2002 - 01.2005
Customer Care Representative
UnitedHealthcare
01.2000 - 01.2002
Bachelor of Arts - Liberal Arts And Spanish
Saint Mary's College of California
09.1995 - 05.1999