Monique Rivas
Rialto,CA
Summary
Dynamic professional with extensive experience in transportation scheduling and appointment verification at IEHP Inland Empire Health Plan. Demonstrated expertise in process optimization and quality assurance, leading to improved team performance through targeted training and collaboration. Proficient in Excel and skilled in problem-solving, ensuring compliance with policies while delivering high-quality service.
Overview
9
9
years of professional experience
Work History
Transportation Verification
IEHP Inland Empire Health Plan
2025.05 - Current
- Ensuring that case assignments are completed daily, validating appointments to confirm adherence to policy and that patients are correctly using the transportation benefit.
- Managing and scheduling patient requests directly with our vendors, as well as reaching out to MBRs when necessary to notify them of approved transportation.
Transportation Verification
IEHP Inland Empire Health Plan
2020.11 - Current
- Finalizing the cases assigned in our queue, verifying appointments with the Provider's offices, and checking whether the MBR has an Authorization on file to ensure they can attend their appointments.
- Collaborating directly with vendors to determine if they can provide assistance to patients.
- Supporting new hires with their inquiries.
Transportation PReceptor
IEHP Inland Empire Health Plan
2023.04 - 2025.05
- Subject matter expert in the Intake and Verification processes.
- I scheduled and delivered Level D and new process training sessions for both new and existing team members.
- I assisted with preliminary QA for team members returning from LOA, as well as for new TSRs.
- I conducted meetings with TSRs to review preliminary QA scores, discuss areas for improvement, and address any questions they had regarding standard work.
- I collaborated closely with the QA team and supervisors to enhance Job Aid processes.
- Additionally, I developed momentum Job Aids and training materials for the system.
Transportation Coordinator
IEHP Inland Empire Health Plan
2019.10 - 2020.11
- Handling incoming calls to arrange transportation for patients to and from their medical appointments.
- Entering data and verifying all provided information to ensure accuracy for their scheduled trips.
- Ensuring to follow HIPPA guidelines to keep patient information safe.
Member Services representative
IEHP Inland Empire Health Plan
2016.07 - 2019.10
- Assisting with daily call flow for members.
- Changing members doctors, updating records, providing benefits information.
- Directing nonmembers of the process of enrollment.
- Confirming eligibility and aiding with Providers on members eligibility and in office calls.
- Aided new rep with side by sides in listening to their calls and helping them with questions they might have while processing.
Education
High School diploma -
California High School
CA06.2003
Skills
- Excel proficiency
- Data entry expertise
- Team collaboration
- Process optimization
- Problem-solving skills
- Multitasking ability
- Attention to detail
- Quality assurance
- Appointment verification
- Transportation scheduling
- Policy compliance
- Public speaking skills
- Analytical thinking
References
Available upon request
Timeline
Transportation Verification
IEHP Inland Empire Health Plan
2025.05 - Current
Transportation PReceptor
IEHP Inland Empire Health Plan
2023.04 - 2025.05
Transportation Verification
IEHP Inland Empire Health Plan
2020.11 - Current
Transportation Coordinator
IEHP Inland Empire Health Plan
2019.10 - 2020.11
Member Services representative
IEHP Inland Empire Health Plan
2016.07 - 2019.10
High School diploma -
California High School