MICHEL FLORES LEYVA
Phoenix,AZ
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
13
13
years of professional experience
Work History
Team Leader
Centene
Phoenix, AZ
05.2023 - Current
- Oversee chats and assist at all times
- Monitor inboxes
- Assist all level II's with their questions and/or concerns in the L2 chat
- Take member and provider supervisor calls
- CMS monitoring
- Tend to emails and teams messages needing your attention
- IEX Monitoring
- Assist with real time issues happening on the floor
- Coaching’s, friendly feedbacks, Mindshare quizzes (send coaching to those on your team who answered incorrectly or who did not participate), and any errors that have been identified on the floor by your reps please provide coaching
- Sending out weekly metric reports to all 19 agents
- Overtime spreadsheets when OT is being provided
- Conduct weekly team huddles and send recap email out to the team
Team Leader
AMCE Technologies
Phoenix, AZ
01.2021 - 05.2023
- Communicated work goals and deadlines to employees to increase productivity and meet project benchmarks.
- Recommended changes in working conditions and equipment to increase business unit and team efficiency.
- Conducted performance reviews to measure employee growth and skills.
- Suggested changes to standard operational and working practices, providing leadership needed to develop and implement continuous improvements.
- Developed and utilized team building exercises to promote workplace synergy and productivity.
- Addressed customer questions and recommended appropriate products and services to increase satisfaction.
- Resolved problems and escalated high-level issues to supervisor within established timeframes.
Senior Patient Advocate
ACME Technology
Phoenix, AZ
01.2019 - 10.2021
- Provided efficient and courteous service to customers at all times.
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.
- Conducted staff meetings to relay general information or to address specific topics.
- Enhanced patient satisfaction by addressing concerns and providing empathetic support in a timely manner.
- Mentored junior advocates, providing guidance on best practices in patient engagement and support strategies.
Patient Advocate
ACME Technology
Phoenix, AZ
05.2018 - 01.2019
- Referred patients to appropriate health care services or resources.
- Educated patients on available resources, enhancing their understanding of treatment options.
- Coordinated communication between patients and healthcare providers to resolve issues.
- Investigated and directed patient inquiries and complaints to appropriate medical staff members and followed up to ensure satisfactory resolution.
- Explained policies, procedures and services to patients using medical and administrative knowledge.
Physical Therapy Technician/ Receptionist
Phoenix, AZ, US
10.2014 - 05.2018
- Performed clerical duties, such as taking inventory, ordering supplies, answering telephone, taking messages, and filling out forms.
- Instructed patients in proper body mechanics and in ways to improve functional mobility, such as aquatic exercise.
- Observed patients during treatments to compile and evaluate data on responses and progress and provided results to physical therapist in person and through progress notes.
- Prepared treatment areas and electrotherapy equipment for use by physiotherapists.
- Greeted persons entering establishment, determined nature and purpose of visit and direct and escort them to specific destinations.
- Received payments and recorded receipts for services.
Receptionist
Less Mess Cleaning
Phoenix, AZ
08.2013 - 10.2014
- Provide professional quality cleaning services, maintain a neatless household, and confirm the customer is content.
- Answered questions about organization and provided callers with address, directions and other information.
- Documented and communicated actions and continuing needs to support continuity among work teams.
Education
High School -
Westview High School
Avondale, AZ01-2013
Skills
- Proficient Bilingual speaker
- Verbal and Written Communication
- Feedback delivery
- Quality improvement
- Leading team meetings
- Teamwork and collaboration
- Team motivation
- People management
- Coaching and mentoring
Languages
Spanish
Fluent
English
Full Professional
Timeline
Team Leader
Centene
05.2023 - Current
Team Leader
AMCE Technologies
01.2021 - 05.2023
Senior Patient Advocate
ACME Technology
01.2019 - 10.2021
Patient Advocate
ACME Technology
05.2018 - 01.2019
Physical Therapy Technician/ Receptionist
10.2014 - 05.2018
Receptionist
Less Mess Cleaning
08.2013 - 10.2014
High School -
Westview High School