Active Net 6 years
Cindy Oliva
Los Angeles, CA
,CA
Summary
A goal-driven leader with a combined experience in Sales, Healthcare, excellent client service, and Non-Profit organizations. Passionate about resolving problems, improving customer satisfaction, and driving operational improvements. Searching for a fantastic company for growth inspires team members to excel and encourages a creative work environment: motivated and ready to be of service.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Associate Executive Director of Operations
YMCA Of Metropolitan Los Angeles
9 2021 - Current
- Oversee five departments, including over 40 employees, budget goals, and forecasting per department needs.
- Work hand in hand with other Executive Directors, Associate Executive Directors, and Regional team members.
- Update and maintain the membership database consistently up to date.
- Negotiated new annual contracts and service agreements with vendors to achieve prime pricing.
- Exercised appropriate cost control to meet budget restrictions and maximize profitability.
- Prioritized and allocated valuable resources to meet business targets.
- Defined company roles and responsibilities to establish and enhance processes.
- Fostered a work culture of collaboration and inclusion to increase morale and reduce turnover.
- Worked closely with organizational leadership and Board Members to achieve and guide operational strategy.
- Drove strategic improvements to enhance operational and organizational efficiencies.
- Monitored sales forecasts and projected financial planning to achieve revenue goals for the organization.
- Maximized performance by monitoring daily activities and mentoring team members.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Prepare annual budgets with controls to prevent overages.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve personnel's overall performance.
- Prepared meeting rooms and materials and record important information.
- Coordinated special projects and managed schedules.
- Updated reports, managed accounts, and generated reports for the company database.
- Maintained computer and physical filing systems.
- Proved successful working within tight deadlines and a fast-paced atmosphere
Patient Services Supervisor
South Central Family Health Centers
01.2021 - 09.2021
- Managed 40 employees throughout 11 clinics, supporting approximately 4,000 patients per week.
- Monitor and manage provider template schedules through NextGen up to date and per request of the Chief Medical Officer and Chief Operations Officer.
- Responsible for all Patient Services functions, including intake, outtake, financial screening, and eligibility.
- Responsible for selecting, orienting, training, assigning, scheduling, coaching, counseling, disciplining employees, and adhering to policies and procedures.
- Oversee clinic flow to optimize team productivity, and ensure cheerful staff and patient experience.
- Manage and monitor all telehealth scheduled appointments, including those processed promptly.
- Generate, monitor, and evaluate team productivity and access data on a routine basis.
- Resolve health insurance and payment concerns for patients with the billing department as needed.
- Address informal patient complaints and concerns.
- Complete grievances and gather all necessary data from all parties, as requested per the health plan by the health plan deadline.
- Ensure routine inventory of office supplies.
- Work with the assigned Clinical Chief and Care Teams to identify and implement innovative projects to improve the quality of patient care, increase patient and staff satisfaction, and exceed operational & clinical goals.
- Preparing reports and analyzing call center data to improve processes, ensure resources are appropriately allocated, and maximize efficiency and customer satisfaction.
- Generate and review incident reports, including employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations.
- Participate with the leadership team updated policies and procedures, maintaining compliance with statutory, regulatory, local, state, and federal guidelines relating to HIPAA, benefits administration, and general liability.
- Led and assisted the call center team that provides support by phone for incoming and outgoing calls in a fast-paced environment
- Answering call center employees’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that employees cannot field.
- Assist Clinic Manager in identifying trends and establishing call center goals.
- Taking on other tasks or projects to support management and call center operations.
Sales and Service Membership Director
Anderson Munger Family YMCA
06.2018 - 02.2021
- Responsible for managing fast-paced location and developing the most extensive membership base.
- Served diverse community and managed all new members, registrations, record keeping, member engagement, and quality service.
- Managed over 30 staff, including volunteers and cross-trained staff.
- Responded promptly and courteously to all member complaints, compliments, and inquiries while following appropriate procedures.
- Responded to and managed substantial online email inquiries and incoming calls.
- Capture all facility trends to increase productivity, enhance programming, and report to directors.
- Developed and deepened partnerships with related and community organizations to boost outreach and highlight programs' successes.
- Oversaw staff development through in-depth training, workshops, seminars, and other learning opportunities.
- Conducted community workshops to promote programs and educate the public on available services.
- Increased customer satisfaction by resolving programming issues.
- Recovered Bad Debt and resolved all billing issues.
- Preserved revenue streams utilizing strong communication and negotiation skills, offering refunds as a last resort to maintain customer satisfaction.
- Kept administrative records current and accurate to promote efficiency and team effectiveness in all interactions.
- Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Covered the front lines as needed due to customer demands.
- Participated and collaborated to all YMCA Annual Campaigns.
Sales Coordinator Intermediate /Medicare Direct Sales
Blueshield of California/Wollborg Michelson Recruiting
08.2020 - 01.2021
- Kept all leads updated and report any discrepancies as needed to upper management.
- Coordinated data requests with management and brokers for internal and external reporting.
- Contributed to processes for improvement across functions within the department.
- Work with cross-functional teams and upper management to coordinate key project deliverables and meet deadlines.
- Assisted in the preparation and organizing of promotional material or events.
- Provide administrative support to 5 brokers and include upper management members as needed.
- Trained and created training materials and streamed lined processes.
- Inserted high-volume data entry in Salesforce software.
- Maintained all excel spreadsheets up to date.
Health Center Assistant Manager
Queenscare Health Centers
07.2016 - 06.2018
- Responsible for diverse and high-volume Health Center Site operation processes for appropriate staffing and services to support excellent patient care.
- Maintained compliance with statutory, regulatory, local, state, and federal guidelines relating to HIPAA, benefits administration, and general liability.
- Conducted routine facility inspections, identified areas needing improvement, and eliminated hazards posed to patients, staff, and providers for continued compliance with associated regulations.
- Assisted and triaged all patients to direct them to the correct department and limited them to all on-site emergencies.
- Registered, checked in, checked out, managed waitlist, scheduled patients' appointments, and provided a welcoming environment.
- Managed schedules through EPIC (Electronic Health Records System) and monitored all on-site provider schedules to increase productivity.
- Prepared and assisted with all health Center audits by ensuring all data reports, logs, site staff certifications, licenses, and exam rooms were compliant with Health Center and health plan conducting the audit.
- Completed health plan grievances along with patient concerns, and inquiries in a timely and courteous manner.
- Ordered health center supplies through McKesson in a timely manner.
- Facilitated and assisted patients in completing provider surveys and enrolling in MyChart powered by Epic.
- Completed all returned Quest ICD-10 errors for correct billing processing.
- Centralized and organized health center logs for easier access when upper management personnel request.
- Assisted with all patient Annual Wellness Visits and supported providers by providing correct documentation and monitoring and limiting scheduled AWV per day.
- Supervised and supported numerous Departments; Patient Advocates, Patient Service Representatives, Medical Records, Referrals, Medical Assistants, Medical Lab Assistants, Comprehensive Prenatal Service Program Coordinator, Cancer Detection Program Coordinator, Locums, Providers, and temporary agency staff.
- Generated and reviewed employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations.
- Direct day-to-day administrative and operational functions for patient registration, providing guidance and leadership to over 50 employees across more than five departments.
- Covered front desk and back-office departments when needed to avoid business interruptions.
- Worked closely with the Call Center Manager, Dental department, Optometry Department, Pharmacy Department, Director of Operations, President and CEO, Chief Operating Officer, and Site specialists.
- Managed all Cash Handling procedures and reports.
- Conducted monthly practice emergency drills.
- Conducted all on-site providers and monthly staff meetings.
Membership Sales Coordinator
Anderson Munger Family YMCA
04.2015 - 07.2016
- Recommended specific products and services aligned with customer needs, requirements, and specifications to Department Directors.
- Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Completed 160 inbound and outbound sales call each day to boost company's monthly revenue.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Resolved customer concerns with products or services and drove sales and up-selling strategies.
- Trained and directed over 30 new employees in call script use, conflict resolution, and data entry practices, boosting customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained accurate and current customer account data with manual form processing and digital information updates.
Membership Sales and Service Representative Lead
Anderson Munger Family YMCA
01.2013 - 04.2015
Site Coordinator, Los Feliz Elementary School
LA's BEST After School Program, LAUSD
08.2012 - 08.2014
Site Supervisor, Ramona Elementary School
LA's BEST After School Program, LAUSD
04.2009 - 08.2012
Education
Some College (No Degree) - Business Administration And Management
Los Angeles City College, General Education
Los Angeles 06.2016 - 05.2019
Medical Assistant Certification - Medical Assistant
American Career College
Los Angeles, CA 09.2006 - 05.2007
High School Diploma -
Belmont Senior High School
Los Angeles 07.2002 - 05.2006
Skills
Management Experience 8 years
Software
Sales Force
Nextgen EHR/EMR
Epic EHR/EMR 2 years
McKesson 2 years
ADP 4 years
Paycom 2 years
Paylocity
Microsoft Teams 4 years
Microsoft Outlook 7 years
Excel 7 years
PowerPlan (OLAP) 2 years
One Drive 4 years
Microsoft Teams 4 years
Timeline
Patient Services Supervisor
South Central Family Health Centers
01.2021 - 09.2021
Sales Coordinator Intermediate /Medicare Direct Sales
Blueshield of California/Wollborg Michelson Recruiting
08.2020 - 01.2021
Sales and Service Membership Director
Anderson Munger Family YMCA
06.2018 - 02.2021
Health Center Assistant Manager
Queenscare Health Centers
07.2016 - 06.2018
Some College (No Degree) - Business Administration And Management
Los Angeles City College, General Education
06.2016 - 05.2019
Membership Sales Coordinator
Anderson Munger Family YMCA
04.2015 - 07.2016
Membership Sales and Service Representative Lead
Anderson Munger Family YMCA
01.2013 - 04.2015
Site Coordinator, Los Feliz Elementary School
LA's BEST After School Program, LAUSD
08.2012 - 08.2014
Site Supervisor, Ramona Elementary School
LA's BEST After School Program, LAUSD
04.2009 - 08.2012
Medical Assistant Certification - Medical Assistant
American Career College
09.2006 - 05.2007
High School Diploma -
Belmont Senior High School
07.2002 - 05.2006
Associate Executive Director of Operations
YMCA Of Metropolitan Los Angeles
9 2021 - Current
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