Jenna M. Orozco
Tuscaloosa,AL
Summary
Versatile and disciplined professional with a strong background in operations, product, strategy, and customer service. Performance-driven and solutions-oriented, skilled communicator with a positive mindset. Eager to contribute, learn and grow within an established company that fosters professional excellence.
Overview
20
20
years of professional experience
Work History
Freelance Consultant
As Contracted
2023.11 - Current
- Applied industry knowledge and experience to various contracted short-term projects including transcription and document retrieval, product and service fulfillment, data transfer, QA, pipeline management, patient/family advocacy, and staffing.
- Managed client relationships through regular check-ins and updates on project progress.
Sr. Implementation Specialist for Government Programs
The Helper Bees
2023.07 - 2023.10
- Responsible for launching contracted add-on programs within specified timelines for 8 National 2023 Medicare Advantage plans
- Coordinated timelines for multiple concurrent plan program launches to ensure on-time delivery of products and services amid competing deadlines
- Successfully managed communication and collaboration between departments to meet compliance goals, fulfill contract obligations, and ensure appropriate staffing levels.
- Monitored development of digital platform creation, managed allocation of application resources, and tracked engineering milestones to ensure timely completion of multiple projects
- Facilitated meetings with in-house and client stakeholders to achieve project objectives, address issues, and manage expectations while maintaining positive working relationships.
- Achieved project milestones consistently by adhering to well-defined timelines and setting clear expectations with stakeholders.
- Provided regular progress updates, addressed concerns and legal matters, and discussed project modifications in meetings with Department heads and Executive team.
Asst. Director of Operations
The Helper Bees
2022.03 - 2023.07
- Responsible for Daily Operations of BEA, Clinical Review, Medical Records teams and Clinical Assessor network, department staff and resources
- Created and presented a workflow change for Operations to result in an ongoing 50% reduction in Virtual Assessment Operational costs and 30% reduction in Onsite Operational costs and an increased ability to scale business, galvanizing a shift in Operational paradigm
- Devised and implemented workflow and SOP changes resulting in 15%+ increase in Clinical team productivity
- Developed, analyzed and monitored reporting to track product and pipeline health, performance, and productivity, including: volume by status, network adequacy, time studies, WIP, TAT, PMCS and other KPIs
- Worked alongside product analysts in troubleshooting pipeline and database errors and bottlenecks.
- Conducted regular Client meetings for presenting and reviewing monthly reports, addressing concerns or escalations, managing expectations, and fostering positive working relationships.
- Revised and strengthened departmental SOP and QA standards, conducted investigations into suspicious or fraudulent documentation, and developed tiered Training Modules based on team and access level
- Managed the Operational budget, hiring, payroll timesheets, incentives and staff conflict resolution
- Participated in assigned Task Forces and Special Projects at request of Executive Team, and served as an Operations first contact for Company Incident Response.
Program Manager
The Helper Bees
2021.09 - 2022.03
- Coordinated efforts between teams to support the fulfillment of organizational goals as prescribed by the Director and COO
- Engaged in high level problem solving and resource prioritization to create a cohesive interdepartmental effort and minimize conflicts between teams
- Delegated projects as required, tracked performance trends, and worked closely with the product team to address team manager concerns to ensure program objectives were met.
Education
BA Philosophy -
Saint Elizabeth University
Morristown NJ05.1993
BA Psychology -
Saint Elizabeth University
Morristown NJ05.1993
Skills
- Operational Oversite
- Benefits Eligibility
- Electronic Visit Verification
- LTCI
- Verbal/Written Communication
- Project & Workflow Management
- Strategy and Implementation
- Cross-Functional Leadership
- Lucid, Gantt
- Compliance & QA
- Product Delivery
- Client Management
- Performance Analysis
- Network Adequacy
Accomplishments
THB Employee Value Award 2022
Sr. Therese Aquinas Award for Excellence in Philosophy 1993
Awards
- THB Employee Value Award 2022
- Sr. Therese Aquinas Award for Excellence in Philosophy 1993
Timeline
Freelance Consultant
As Contracted
2023.11 - Current
Sr. Implementation Specialist for Government Programs
The Helper Bees
2023.07 - 2023.10
Asst. Director of Operations
The Helper Bees
2022.03 - 2023.07
Program Manager
The Helper Bees
2021.09 - 2022.03
BA Philosophy -
Saint Elizabeth University
BA Psychology -
Saint Elizabeth University
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