Miguel Flores Osorio
Port Richey
Summary
Results-driven operations leader with a commitment to patient-centric care and team performance. Proven track record in enhancing operational efficiency through effective training and process improvements in healthcare call center operations. Skilled in managing confidential information and fostering a collaborative team environment.
Overview
6
6
years of professional experience
Work History
Long Term Care Specialist
Leeds Professional Resources
Tampa
11.2025 - Current
- Facilitated long term care education sessions for consumers to enhance understanding of available services.
- Directed consumer referrals to appropriate departments, ensuring timely and relevant support.
- Provided emotional support during challenging times, fostering a safe environment for open communication.
- Assumed ownership of assigned tasks and delivered measurable results.
- Reviewed key performance indicators daily, monthly, and quarterly to assess progress.
Associate Manager
Carelon Global Solutions
SAN JUAN
02.2024 - 10.2025
- Provided comprehensive training, coaching, counseling, and performance evaluations to direct reports, fostering strong team development and high performance.
- Established and enforced department operating procedures, enhancing operational excellence and ensuring compliance within a global solutions framework.
- Conducted rigorous audits to monitor efficiency and compliance with established policies, bolstering quality assurance and special report preparation.
- Executed quality audits that reinforced patient-centric approach and improved operational efficiency.
Supervisor for Customer Service
OPTUM
SAN JUAN
10.2022 - 01.2024
- Consistently met and exceeded daily, weekly, and monthly department goals and performance metrics (KPIs).
- Coordinated work activities through cross-functional collaboration with supervisors, managers, and departments, aligning stakeholders to achieve common objectives.
- Evaluated employee performance metrics and delivered actionable feedback and coaching, fostering continuous team development and implementing growth initiatives.
- Identified and resolved complex problems using defined processes and sound judgment, improving problem-solving capabilities and minimizing friction.
TEAM LEAD
OPTUM
SAN JUAN
07.2021 - 10.2022
- Assessed employee metrics and delivered targeted coaching to improve patient access training and foster team development.
- Supported employee management to strengthen workforce management and boost team engagement.
- Developed plans for process improvement in collaboration with other supervisors, enhancing overall contact center performance and business impact.
- Processed and evaluated department metrics daily, monthly, and yearly to support comprehensive business reporting and data analytics.
PATIENT CARE COORDINATOR
OPTUM
SAN JUAN
05.2020 - 07.2021
- Met and exceeded monthly metrics for patient inquiries and service navigation, enhancing patient experience and support.
- Addressed patient concerns with strong problem-solving skills, improving resolution rates and streamlining workflows.
- Operated effectively in high call volume healthcare call center, adapting to dynamic demands and contributing to service continuity.
- Ensured strict compliance with HIPAA Regulations in all patient interactions and documentation.
Education
B.I. - Psychology
Universidad Carlos Albizu
San Juan05-2020
Skills
- HIPAA compliance
- Patient education techniques
- Data analytics and Reporting
- SalesForce Knowledge
- Workday Knowledge
- Proficient in MS Office Suite
- Tech adaptability
- Organizational skills
- Team collaboration
- Problem-solving
- Effective communication
- Reliability and punctuality
- Strong sense of responsibility
- Bilingual: English and Spanish
Timeline
Long Term Care Specialist
Leeds Professional Resources
11.2025 - Current
Associate Manager
Carelon Global Solutions
02.2024 - 10.2025
Supervisor for Customer Service
OPTUM
10.2022 - 01.2024
TEAM LEAD
OPTUM
07.2021 - 10.2022
PATIENT CARE COORDINATOR
OPTUM
05.2020 - 07.2021
B.I. - Psychology
Universidad Carlos Albizu