Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Juliet Garcia

Spring Valley,CA

Summary

Experienced data analyst with 4+ years of real-time experience, leveraging data to drive staffing adjustments, provide feedback to business units, and meet service levels. Strong background in HR and payroll processes, with 7+ years of expertise. Over 10 years of experience in the healthcare industry, specializing in subject recruitment, scheduling, and sales. Proficient in problem-solving and delivering effective solutions.

Overview

18
18
years of professional experience

Work History

Workforce Real Time Analyst

Engine
04.2024 - Current
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Ensured compliance with labor laws regarding breaks, lunch schedules, overtime, and other applicable regulations governing employee work hours.
  • Optimized schedules, forecasts and other tools to present to management.
  • Prepared and maintained reports, dashboards and monthly packages.
  • Managed real-time inbound call traffic across multiple contact center locations.
  • Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.

Workforce Management Data Analyst I & II

Tandem Diabetes Care
03.2021 - 03.2024
  • Monitor customer contact queues and Specialist performance metrics in real-time and partners with leadership to identify root cause, provide feedback with daily reports
  • Report on daily intraday performance (Service Level, ASA, Volume, AHT, Shrink, Attendance)
  • Performs daily administration of the Workforce Management and ACD (Genesys) systems including employee schedules, skillsets, priorities, set-up and maintenance
  • Communicates with operations and leadership regarding significant factors impacting performance and collaborates
  • Reviews upcoming forecast and staffing on short-term horizon and creates action plans to minimize or avoid issues that will impact service delivery
  • Collaborate with IT on technical incidents or system outages, maintaining communication with operations, IT, and leadership to resolve the issue quickly and provide direction as needed
  • Supports process improvements initiatives and projects with responsibility for insuring implementation implementations; proactively identifies opportunities to streamline internal processes through technology or other methods
  • Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements
  • Partners with operational leadership and Specialist to ensure alignment, understanding and management of service level objectives and processes

Insurance Verification Specialist/Processor

Tandem Diabetes Care
05.2019 - 03.2021
  • Management of patient files, collecting documents, review of documents received against medical policies, submitting authorizations to insurances
  • Collaboration with field team and inside team on meeting quotas while maintaining patient files in a timely manner and providing feedback on customer sales support needs
  • Assisting other processors, sellers, and third-party suppliers on patient/healthcare provider with communication, document collection, providing status updates on patient files, and building relationships between us and other healthcare organizations
  • Verifying insurance benefits
  • Placing orders for insulin pumps
  • Training new processors

Contact Center Representative

Imaging Healthcare Specialist
05.2018 - 05.2019
  • Answering high volume inbound calls from patients and medical offices
  • Scheduling MRI, CT scan Mammogram, Ultrasound, x-ray, PET/CT, nuclear medicine studies biopsies and other special exams
  • Generating new patient charts
  • Verifying insurance
  • Review of patient medical history
  • Working with many various medical organizations in obtaining orders/prescriptions, clinic notes, labs, and prior authorizations

Staffing Resource Coordinator

Arch Health Partners/Pacific Account Management
02.2018 - 05.2018
  • Manage provider out of office requests to ensure efficient forecasting of patient access and Nextgen Practice Management System (PMS) is updated for transparency
  • Client liaison to support collaboration with Patient Service Center and Client
  • Coordinate templates in Nextgen PMS to align with provider protocols
  • Maintain provider protocols to support standardization and efficiency
  • Create and compile weekly, monthly, quarterly, and yearly MD volume reports
  • Support special projects as assigned for continues improvements

Patient Access Specialist

Arch Health Partners/Pacific Account Management
04.2017 - 02.2018
  • Promptly answers incoming calls to schedule appointments in NextGen Practice Management System (PMS) for primary care providers
  • Ensures efficient processing and documentation of all information required for insurance verification, registration, and billing in PMS/EHR
  • Provide superior customer service to all external and internal customers
  • Anticipate customer needs and resolving their questions/concerns and help facilitate smooth flow of customer phone calls
  • Communicate effectively with patients, physicians, and/or other departments any issues relating to patient appointments and authorizations
  • Place outbound calls for annual Medicare wellness exam reminders

Subject Recruiter

Profil Institute/Prosciento
01.2014 - 04.2017
  • High volume inbound and outbound calls with diabetic subjects
  • Data entry on medications and medical history in new and current research subjects
  • Management of recruiting research subjects in multiple studies
  • Providing weekly reports of study updates, and recruitment goals
  • Creating FAQ’s and answers of study specifics and protocols
  • Generating spreadsheets of projected subject metrics of calls, appointments, and screen failure rates

HR & Payroll Assistant

ConAm Management
06.2007 - 01.2014
  • Data entry/Processing new hire paperwork bi-weekly
  • Process biweekly, quarterly, semiannual, annual bonus checks
  • Management of personnel files
  • Review and communicate with HR background checks and personal references for preemployment
  • Creating and archiving personnel files
  • Creating and archiving garnishment files
  • Support of payroll and HR department for special projects
  • Mailing biweekly checks for regional offices
  • Ordering department supply

Education

GED - undefined

Chula Vista Adult School
03.2004

Skills

  • Healthcare industry knowledge
  • Moderate medical insurance experience with billing & diagnosis codes
  • Insurance Authorization
  • Contact Center Services
  • Lean Management
  • HR and Payroll policies and process improvements
  • Sales
  • Data Analytics
  • Forecasting
  • Workforce Management
  • Excel and G suite: building visuals with Slicers, Pivot tables, and graphs
  • Power BI
  • Creating SOPs
  • Intraday management
  • Workforce software
  • Call volume prediction
  • Staffing adjustments
  • Data collection & research
  • Managing schedules
  • Compiling data
  • Maintaining service levels
  • Problem-solving abilities

Timeline

Workforce Real Time Analyst

Engine
04.2024 - Current

Workforce Management Data Analyst I & II

Tandem Diabetes Care
03.2021 - 03.2024

Insurance Verification Specialist/Processor

Tandem Diabetes Care
05.2019 - 03.2021

Contact Center Representative

Imaging Healthcare Specialist
05.2018 - 05.2019

Staffing Resource Coordinator

Arch Health Partners/Pacific Account Management
02.2018 - 05.2018

Patient Access Specialist

Arch Health Partners/Pacific Account Management
04.2017 - 02.2018

Subject Recruiter

Profil Institute/Prosciento
01.2014 - 04.2017

HR & Payroll Assistant

ConAm Management
06.2007 - 01.2014

GED - undefined

Chula Vista Adult School

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Michelle Juliet Garcia