Adabella Orozco
Rialto,CA
Summary
Dynamic and results-driven Trainer-1 with 5 years of experience in the Learning and Development field. Proven track record in designing and delivering engaging training programs that enhance employee skills and drive organizational success. Adept at leading teams, managing projects, and implementing innovative training solutions. Strong communicator with exceptional ability to inspire and motivate learners. Committed to upholding IEHP's positive learning culture and fostering an environment of continuous improvement and professional growth.
Overview
16
16
years of professional experience
Work History
Trainer 1
Inland Empire Health Plan, Care Management
Rancho Cucamonga , California
01.2023 - Current
- Conducted multiple training classes on an ongoing and frequent basis.
- Analyzed reports for tracking and trending MSR performance and identifying opportunities for improvement.
- Performed intermediate formatting functions using Microsoft Office, and other programs as needed.
- Developed a complete understanding of Member Services processes, resources, training programs and quality assurance programs.
- Participate in internal meetings pertaining to policies and procedures to stay current on operational regulations and call center expectations and practices.
- Provided analytical support in the development and maintenance of training programs Identified Team Member deficiencies and formulated course improvement work plans in combination with management objectives.
- Researched and analyzed different testing methods, including evaluation of knowledge retention barriers, and individual learning styles.
- Prepared training resources including the use of Word, Publisher, Excel, Canva, and PowerPoint as well as printing, copying, and binding training materials, manuals, and handouts.
- Promoted “Team Culture” through all interactions (coaching, mentoring, and support for new trainees etc. )
- Ensured a welcoming environment for training attendees.
- Communicated effectively with management and training department staff.
- Worked closely with other trainers and served as their backup as needed.
- Developed, implemented and evaluated classroom training programs, small group, departmental, One-on-one, eLearning and interactive web-based trainings.
- Set up classrooms for training sessions as needed including coordinating classroom set up with facilities, IT, and management.
- Work with subject matter expert to help validate content is current.
- Participate/Facilitated in train the trainer sessions, in order to be prepare my peers for upcoming training sessions.
- Assist in the Development of curriculum for new training programs (HRA Training)
- Reviewed Trainer performances and recommend improvements to program content and/or instructor presentation methods.
Coordinator-Learning & Development
Inland Empire Health Plan, Care Management
Rancho Cucamonga , CA
09.2019 - 01.2023
- Mentor and support new Learning & Development training Team Members.
- Create and implement standard work for training teams within Learning & Development.
- QA Trainer's Workfront tickets on a weekly basis.
- Assisted with creating presentations for meetings and trainings.
- Assist with creating and updating training tools.
- Facilitate "Team Member Expectations" presentation during Level B training.
- Assist with the submission of TMARFs and Access Request forms.
- Back up for Learning and Development Training Administrator.
- Participate in weekly Training Huddles, Training Meetings.
- Responsible for coordinating all Member Services training sessions. Preparing all training material needed (presentations, tools, etc)
- Coordinate and schedule various meetings including 1:1s, trainings, team meetings, interdepartmental meetings. Set up WebEx when needed
- Create, maintain, and distribute quizzes and surveys through Qualtrics
- Order supplies through Oracle for New MSR Trainings
- Scan & file various documents including confidential forms, status change forms, IT forms, & sign-in sheets
Administrative Assistant- Member Services
Inland Empire Health Plan, Care Management
Rancho Cucamonga , CA
02.2018 - 09.2019
- Supported 3 Managers and 6 Supervisors with their daily schedules and requests.
- Provided secretarial and office management support while building cooperative working relationships.
- Coordinated and scheduled various meetings including 1:1's, trainings, team meetings, interdepartmental meetings, and huddles.
- Prepared and prioritized calendars and correspondence.
- Responded effectively to sensitive inquiries/requests.
- Maintained attendance database for team members.
- Scanned & filed various documents/confidential forms, Ordered supplies for WFM, QA teams, and Medicare teams.
- Recorded and typed meeting minutes for weekly QA and Calibration meetings.
- Assisted with creating presentations for various purposes (Ex. WMM)
- Provided coverage for other AA’s and Reception when needed. Assisted QA with Mock Calls when needed.
- Assisted with coordinating events for the call center; purchasing food, setup/cleanup & completing expenditure forms.
- Actively attended Member Services new hire training and Bronze training.
- Created grids and forms when needed
- Worked with HR to schedule interviews for all the Managers/Supervisors I support.
Member Services Representative
Inland Empire Health Plan, Care Management
Rancho Cucamonga , CA
09.2016 - 02.2018
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebase to develop strategic solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Liaised between Members and internal departments.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Explain plan benefits details to medi-cal members.
- Follow assigned schedule & maintained 92% percent adherence.
- Quality assurance average of 95%.
- Average handle time of 6:36.
Medical Assistant
Ace Gastroenterology Associates
Rialto , California
05.2008 - 09.2016
- Centralized Scheduler
- Back/front office medical assistant
- Referral Coordinator
- verification of insurance
- Immunotherapy
- Handling multiple telephone calls
- Providing pre-op instructions
- Filling prescription refills and all-around office duties.
Education
Medical Assistant Diploma - Medical Assisting
Everest College
San Bernardino, CA09.2008
Skills
- ATD Master Trainer Certified
- Skilled in the production of templates, standard work, resources, and other training materials
- Proficient in MS Office (Outlook, Excel, Word, Publisher, Powerpoint)
- Strong Collaboration Skills amongst colleagues
- Professional demeanor and behavior which exhibits IEHP Team Culture
- Superior time management and analytical skills
- Experienced in guiding, helping and training fellow Team members
- Excellent communication and interpersonal skills
- Reliable, prompt and dedicated
- sound decision-making abilities
- Advance Competency for WebEx/E-Learning
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Trainer 1
Inland Empire Health Plan, Care Management
01.2023 - Current
Coordinator-Learning & Development
Inland Empire Health Plan, Care Management
09.2019 - 01.2023
Administrative Assistant- Member Services
Inland Empire Health Plan, Care Management
02.2018 - 09.2019
Member Services Representative
Inland Empire Health Plan, Care Management
09.2016 - 02.2018
Medical Assistant
Ace Gastroenterology Associates
05.2008 - 09.2016
Medical Assistant Diploma - Medical Assisting
Everest College
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