Ruby Diaz

Work with Temporary agencies to help streamline the hiring process's.

• Met with managers to discuss vacancies, applicant qualifications, and characteristics of top candidates.
• Scheduled virtual invites to selected Candidate's and the contact center supervisors.

• Supervise, mentor, and develop a team of contact center representatives.
• Conduct regular performance evaluations, provide constructive feedback, and address performance issues to maintain a motivated and high-performing team.
• Oversee training and development programs to ensure staff are equipped with the knowledge and skills needed to excel in their roles.
• Monitor daily contact center operations to ensure adherence to service levels and quality standards, in line with Evolent Health’s commitment to operational excellence.
• Implement and manage processes that enhance efficiency and effectiveness in handling prior authorization requests.
• Analyze call metrics and other performance indicators to identify trends, areas for improvement, and implement necessary corrective actions.
• Ensure that representatives provide exceptional service to providers, members, and clients.
• Manage escalated issues and complex cases, providing timely and effective resolutions to maintain high client satisfaction.
• Collaborate with other departments to identify and implement improvements in the prior authorization process, contributing to our mission of delivering better care and reducing costs.
• Develop and enforce procedures that enhance the accuracy and speed of the authorization process, driving continuous improvement in line with Evolent Health’s strategic goals.
• Prepare and present regular reports on team performance, service metrics, and operational issues to senior management, providing insights that support our mission of operational excellence.
• Utilize data and feedback to drive initiatives that optimize contact center performance and align with Evolent Health’s objectives.

• Led customer service team in resolving complex inquiries and escalating urgent issues to appropriate departments.
• Streamlined workflow processes, improving response times and enhancing overall customer satisfaction.
• Trained and mentored new representatives, fostering a collaborative team environment and ensuring adherence to protocols.
• Analyzed call metrics to identify trends, implementing strategies that increased efficiency and reduced handle times.
• Handled inbound calls from contact center agents needing assistance with complex calls and cases.
• Handled all Supervisor calls

• Handled incoming calls from Doctors offices and imaging providers requesting new authorizations for Radiology procedures such as MRI and CT scans, or checking on pending requests.
• Documented all information given and provided case determinations.
• Transferred to a clinician and schedule physician reviews.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Developed rapport with customers through active listening skills.