Monique Rivera
McAllen
Summary
Results driven Customer Success and Healthcare Operations Leader with over a decade of experience supporting healthcare organizations through client success, training, workflow management, and operational leadership. Proven ability to lead remote teams, strengthen customer relationships, increase software adoption, and improve operational efficiency in HIPAA compliant environments. Recognized for delivering exceptional customer experiences, building high performing teams, and driving organizational growth.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Clinical Support & Training Manager
GeneID Lab – Advanced Molecular Diagnostics
Remote
01.2025 - Current
- Built and maintained strong client relationships through resolution of operational issues, workflow improvements, and support for long-term account success.
- Collaborated with leadership to identify operational gaps and implement strategies that improved customer satisfaction and retention.
- Lead onboarding, training, and performance development for healthcare professionals in HIPAA compliant workflows and documentation standards.
- Implemented comprehensive training programs for new hires and current employees to elevate productivity and service quality.
- Managed training initiatives for new hires and existing staff to enhance onboarding experience and service quality.
- Monitor team performance metrics and provide coaching to improve productivity and service delivery.
Director of Operations
Transcription Specialists, LLC
Remote
01.2009 - 01.2025
- Managed and supported 35+ remote healthcare transcription professionals, enhancing service excellence and achieving high productivity levels.
- Cultivated long term client relationships as primary point of contact for needs, escalations, and workflow optimization, ensuring seamless communication and support.
- Led onboarding and software training to improve client adoption and internal team efficiency.
- Oversaw accounts payable/receivable, billing cycles, and contract management.
- Ensured HIPAA compliant operations and secure management of healthcare documentation.
Office Manager
McAllen Psychological Center
McAllen, TX
01.2001 - 01.2006
- Managed front office healthcare operations, patient account coordination, and insurance verification.
- Developed training program for administrative staff to enhance onboarding process.
- Coordinated communication between providers, staff, and patients, streamlining workflow.
- Oversaw billing processes, ensuring account accuracy and timely resolutions.
Education
Bachelor of Business Administration (BBA) - Management
University of Texas–Pan American
Edinburg, TX01.2008
Skills
- Customer Success Management
- Software training
- Implementation Support
- Healthcare management
- HIPAA Compliance
- EMR/EHR Systems
- Healthcare documentation
- Microsoft Office
- HubSpot
- Workflow management
- Team Leadership
- Performance Coaching
- New hire on-boarding
- New employee training
- Coaching and mentoring
Certification
- HIPAA+ Certified #40498317 Jan 2027
- HubSpot Data Integrations Certification Jul 2027
LANGUAGES
English — Native/Bilingual
Spanish — Full Professional Proficiency
Timeline
Clinical Support & Training Manager
GeneID Lab – Advanced Molecular Diagnostics
01.2025 - Current
Director of Operations
Transcription Specialists, LLC
01.2009 - 01.2025
Office Manager
McAllen Psychological Center
01.2001 - 01.2006
Bachelor of Business Administration (BBA) - Management
University of Texas–Pan American