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
Bushkill PA, Tuscaloosa AL
11.2023 - 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
Austin TX
07.2023 - 10.2023
- 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
Austin TX
03.2022 - 07.2023
- 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
Austin TX
09.2021 - 03.2022
- 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
11.2023 - Current
Sr. Implementation Specialist for Government Programs
The Helper Bees
07.2023 - 10.2023
Asst. Director of Operations
The Helper Bees
03.2022 - 07.2023
Program Manager
The Helper Bees
09.2021 - 03.2022
BA Philosophy -
Saint Elizabeth University
BA Psychology -
Saint Elizabeth University