ODALYS CAMPOS

1. Follows all relevant MS policies and procedures.
2. Assists in the development of MS reports and the review, and analyses of MS telephone
and complaint reports and statistics to identify trends and problems which need
addressing.
3. Works with Quality Management and other departments to assess and improve member
services.
4. Works on a daily basis to ensure efficient management of all member complaints and
inquiries.
5. Monitors all potential grievance cases and forwards them to Grievance/Appeals in a
timely manner.
6. Responsible for responding to incoming calls from members, providers, clients, and
internal departments regarding eligibility, plan benefits, enrollment and general
information.
7. Responsible for outbound calls for welcome, call backs, surveys and others as assigned
8. Responsible for solving related problems in a timely fashion, meeting departmental
standards for resolution within 7 calendar days, and reporting unsolved issues or
problems to Management.
9. Maintains professionalism and cultural competence in dealing with client issues.
10. Maintains at a minimum satisfactory ACD statistics for tperformance based on
departmental standards and service requirements. This includes the departmental ACD
average calls/day, Average Hold Time, Availability %, and other Service Level standards
11. Maintains scores of 90% or better on Service Observations and Blind calls.
12. Maintains up-to-date desk references, applicable policies and procedures, and other
pertinent information.
13. Attends and meets requirements for ongoing education and departmental in-services.
14. Provides benefit interpretation for member questions related to member benefits.
15. Participates in the Dental Management Committee to notify the Quality Improvement
department of any actual/potential quality of care/service problems identified when
requested.
16. Works in collaborative fashion with the Quality Management department to ensure
17. Ensures that department policy and procedures are adhered to meet MCNA, CMS and
State Regulatory standards.
18. Performs other duties as assigned.

OTHERS

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
• Maintained high-quality service by adhering to company policies and standards in all member interactions.

• Assist tourists while visiting Cuba
• Collect and process payment for all services included in the tourist package.
• Book and confirm reservations for all the places included in the package.
• Provide customer service support 24h

• Preparation of payrolls
  - Control of labor files
  - Control of employee attendance sheets
  - Filing documents for the Board of Directors meetings
  - Preparation of Vacation Plans
  - Preparation of Health and Safety plans for workers.
  - Preparation of Human Capital business plans
• Managed employee relations issues professionally, resolving conflicts efficiently while maintaining confidentiality at all times.
• Maintained accurate HR records in compliance with applicable laws, ensuring efficient data retrieval when required.
• Conducted thorough internal investigations, addressing employee concerns with fairness and transparency.
• Maintained payroll and benefits for employees in various locations, minimizing financial discrepancies through detailed program management.

• Make business plans for 34 stores and markets
  - Process salaries for 700 workers in 34 stores
  - Prepare payrolls for 700 workers in 34 stores
  - Carry out induction plans for new workers
  - Hire 700 workers from the 34 storesStreamlined HR processes for increased efficiency by conducting thorough audits and identifying areas for improvement.
• Managed complex employee relations issues, conducting thorough investigations and applying appropriate disciplinary measures when necessary.
• Delivered valuable coaching and mentoring to junior HR team members, fostering their professional growth and enhancing overall departmental performance.
• Developed strong relationships between management and staff members through open communication channels, leading to improved collaboration across all departments.