Rosalie Huven
Escondido,CA
Summary
Skilled Operations Supervisor with expertise in overseeing daily operations, streamlining processes, and implementing effective business strategies. Strong leadership abilities, organizational skills, and a keen focus on operational efficiency. Proven track record of improving team productivity, reducing costs, and enhancing operational workflows. Experienced in mentoring and developing high-performing teams to meet organizational goals.
Overview
19
19
years of professional experience
Work History
Operations Supervisor
Fortrea (formerly Labcorp)
San Diego, United States of America
08.2012 - Current
- The Supervisor is expected to support the staff, program(s) and the Program Manager, Service Delivery in the following areas
- Supervise and guide staff on assigned program(s)
- Drive stellar performance of staff through recognition, encouraging growth through detailed performance reviews, development of goals and objectives, active and ongoing coaching, and mentoring
- Participate in the interviewing, onboarding, and mentoring processes of new hires ensuring they become effective team members for the business and program teams
- Lead proficiency gap assessment of staff, and develop plans to address performance issues
- Regularly monitor and review trainings to determine effectiveness
- Provide feedback on recommendations for improvement in future training sessions
- Listen to agent calls to assess customer service levels on program(s)
- Provide feedback and remediation plans as necessary
- Occasionally listen to calls on program(s) to assess customer service delivery across the program
- Client and Program Communication
- Identify and escalate program trends
- Provide recommendations to the issues as necessary
- Monitor program volume, identify fluctuations and recommend staffing changes to address needs
- When deviations occur, escalate deviations
- Generate, monitor, and assess data quality and productivity reports for Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
- Address and resolve issues as necessary
- Identify trends and issues, providing action plans and recommendations as necessary.
Program Associate
Labcorp (formerly Covance)
San Diego, United States of America
10.2008 - 08.2012
- The Program Associate is expected to support the staff, program(s) and the Supervisor
- Provided agent training and coaching
- Stayed current on the program’s latest procedures to ensure all training materials and reference guides remain in compliance
- Ensured that program training, quality, and audit requirements stay in compliance
- Responsible for leading training sessions for staff within assigned program and assisted in delivering training focused on the program available service offerings, standard operating procedures, and software systems if needed
- Responsible for monitoring new agent performance
- Served as an ongoing coach and mentor once agent trainings have been completed
- Supported Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provided feedback
- Identified and escalated program trends based on the questions commonly received
- Contributed to recommendations to address issues as necessary
- Managed program call escalations, listened to customers, identified solutions, and followed through on next steps, as needed
- Prepared and interpreted standard monthly and ad hoc reports for the program(s)
- Identified and communicated trends and noticeable issues to Supervisor regularly
- Proactively identify opportunities for program process and performance improvement
- Coordinate with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary
- Thoroughly understand program processes to serve as the team lead/subject matter expert
- Lend technical expertise when needed.
ITC Program Specialist
03.2006 - 10.2008
- Quickly and efficiently respond to incoming calls and faxes, identify how best to assist
- Document calls in appropriate tracking systems, and handled/escalated calls per established procedures
- Conducted insurance verifications to understand if patient’s prescribed therapy is eligible for coverage
- Possibly coordinate prior authorizations, investigated alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications
- Processed patient applications of various complexities, and follow the programs specifications to determine their eligibility
- Place follow up calls and respond to enquiries from patients and/or healthcare providers as necessary
- Liaise with partner distributors and pharmaceutical manufacturers to request products per the program’s guidelines and track shipments
- Coordinated the order and transferred of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate
- Familiarized with the market place and the insurance options available for patients
- Educate patients on the available options as appropriate
- Assisted with training new team members by shadowing/reverse shadowing them and serving as a data checker by reviewing data entered in the program’s tracking system
- Maintained a professional, calm and friendly demeanor
- Express thoughts and instructions clearly in both verbal and written communication; i.e
- Uses grammatically correct and concise language
- Other duties as assigned.
Education
Associate Degree - Business Management
Columban College
Olongapo City, Region XIISkills
- Operations Management
- Staff Supervision
- Team Training
- Employee Development
- Task Delegation
- Customer Relationship Management
- Performance monitoring
- Project Management
Languagecapabilities
- English, ILR 5 (Native or Bilingual)
- Tagalog, ILR 5 (Native or Bilingual)
Membershipsawards
- Q3 SUPER SUPERVISOR WINNER 2020
- Super-Supervisor on Feb 2015
- Pink Flamingo on July 2013
- Pink Flamingo awarded on August 2011
- PLD Graduated on September 2010
- 2008 Golden Apple recipient (October 2009)
- Employee of the Quarter awarded on April 15, 2009 (First Quarter)
- Pink Flamingo awarded on June 2007
- Chair- Social Committee CA
Systemsexperience
- Microsoft Word
- Microsoft Excel
Therapeuticexperience
- Cardiovascular Disease (Angina)
- GI/Hepatic (Hepatitis B and C)
- Immunology Indications (Rheumatoid Arthritis and Psoriasis)
- Infectious Disease (HIV/AIDS)
Timeline
Operations Supervisor
Fortrea (formerly Labcorp)
08.2012 - Current
Program Associate
Labcorp (formerly Covance)
10.2008 - 08.2012
ITC Program Specialist
03.2006 - 10.2008
Associate Degree - Business Management
Columban College
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