Otoniel Paz
Parma,United States
Summary
Dynamic Patients' Relations Manager specializing in healthcare administration and enrollment growth. Track record of analyzing data trends to implement operational improvements, enhancing productivity and compliance. Committed to exceptional client service and team success, with a focus on continuous learning and effective communication. Experienced in leading healthcare facilities through change, improving patient care quality, and achieving cost savings without compromising service delivery.
Overview
17
17
years of professional experience
Work History
Patient Relations Manager/Analyst
Oak Street Health
Cleveland, United States
03.2020 - Current
- Supported clinical and service teams in achieving patient experience, clinical outcomes, and team member experience metrics. Analyzed enrollment data to identify trends and areas for growth.
- Ensure the center is a great place to work, and our teams are engaged and thriving; build a culture of engagement, and demonstrate the Oaky values and service behaviors at all times.
- Oversaw daily office operations, and ensured a smooth workflow.
- Developed operational guidelines to ensure consistency across departments.
- Coordinated office events, meetings, and appointments for staff members.
- Scheduled benefits claimants for adjudication interviews to address questions of eligibility.
- Assist patients with navigating Medicare and insurance issues, which include coverage, benefits, summaries, eligibility, and getting the most out of their plan.
Sr. Medicare Analyst
Cardinal Health
Twinsburg, United States
10.2017 - 12.2020
- Monitored relevant legislative developments that could potentially impact clients' access to essential healthcare services.
- Evaluated current workflows to identify opportunities for increased productivity within the team.
- Worked closely with management to address any potential risks or concerns related to Medicare operations.
- Maintained up-to-date knowledge of industry trends affecting the Medicare landscape.
- Coordinated efforts across multiple teams within the organization in order to effectively serve a diverse range of clients.
- Conducted regular audits of internal systems to ensure data integrity and adherence to privacy standards.
- Kept records of assigned cases and prepared required reports.
- Helped applicants understand requirements, application procedures, and legal rights.
- Assisted applicants with obtaining program support or gaining assistance from outside services.
- Interviewed and investigated applicants for public assistance to gather information pertinent to applications.
Logistics Manager
American Seaway Foods
Bedford, United States
06.2016 - 07.2017
- Streamlined communication between logistics team members through weekly meetings, or project management tools.
- Implemented safety standards within the warehouse environment to reduce accidents and injuries.
- Established departmental goals aligned with overall company objectives.
- Maintained updated records, minimizing product retrieval times, and inventory errors.
- Lessened environmental impact with logistics procedure audits and reviews.
- Protected workers through safety audits and behavior monitoring.
- Prevented shortages by monitoring and ordering new stock.
- Fulfilled customer needs with routine and expedited services.
Bilingual Customer Service Supervisor
Visa Inc
Miami, United States
01.2008 - 01.2011
- Assisted team members with language barriers during meetings and conference calls.
- Met sales targets consistently by cross-promoting items to customers.
- Offered callers information in English and Spanish to answer questions and assist with service issues.
- Documented all customer interactions in the appropriate database system.
- Addressed customers' concerns with effective interdepartmental collaboration.
- Looped in management to handle calls with complex concerns, or highly dissatisfied customers.
- Offered suggestions for improving overall communication strategies within the company.
- Exceeded productivity targets consistently, using strong call control and persuasive communication skills.
- Assisted customers needing help with company tools and order systems.
- Updated records with details of customer interactions and transactions.
- Collaborated with internal departments to find resolutions, and conduct further research on customer accounts.
Education
Associate of Science - Clinical Psychology
University of Phoenix
Tempe, AZ05-2018
High School - Advanced Spanish
Barbara Goleman Senior High School
Miami Lakes, Florida07.1999
Skills
Operational management
- Team engagement
- Bilingual communication
- Healthcare administration
- Office administration
- Utilization management
- Performance improvement
- Critical thinking
- Problem-solving skills
- Analytical abilities
Languages
Spanish
Professional
Timeline
Patient Relations Manager/Analyst
Oak Street Health
03.2020 - Current
Sr. Medicare Analyst
Cardinal Health
10.2017 - 12.2020
Logistics Manager
American Seaway Foods
06.2016 - 07.2017
Bilingual Customer Service Supervisor
Visa Inc
01.2008 - 01.2011
Associate of Science - Clinical Psychology
University of Phoenix
High School - Advanced Spanish
Barbara Goleman Senior High School