Steven Ochoa
Dallas,TX
Summary
Dynamic leader with a proven track record at United Healthcare Group, adept in work assignment delegation and performance monitoring. Excelled in coaching and mentoring, driving team success and exceeding goals. Skilled in employee training, ensuring high standards across roles. Achieved significant improvements in productivity and customer satisfaction, showcasing attention to detail and a commitment to excellence.
Overview
10
10
years of professional experience
Work History
Calls & Claims Team Lead
United Healthcare Group
Syracuse, NY
01.2024 - Current
- Established clear performance expectations, and monitored progress towards achieving desired results.
- Provided guidance and mentorship to junior staff members on best practices related to leadership development.
- Organized regular meetings with key leadership to ensure alignment on project goals and objectives.
- Managed conflict resolution processes among team members, leading to improved productivity levels.
- Provided regular updates and reports to the board of directors and the executive leadership team.
Customer Service Representative
United Healthcare Group
Syracuse, NY
02.2023 - Current
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- I went on to learn claims processing a short three months after being hired, due to exceeding expectations and goals.
- Responded to telephone inquiries and complaints, following standard operating procedures.
- Remained open to feedback from the supervisor and peers to build and improve skill set.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Answered an average of 280 to 300 calls per month and processed over 300 medical claims, hitting or exceeding daily and monthly goals.
Office Manager
Oak Cliff Dental Center
Dallas, TX
01.2017 - 02.2023
- Processed payments, reconciled accounts receivables and payables, processed payroll and employee benefits, trained all new hires and current staff on proper and professional verbiage, and how to successfully maintain patient relationships and trust, held weekly team meetings, managed a team of 10, including 3 doctors, ensured practice goals were achieved and retained, and cleaned up and maintained all past due accounts, improving the office's yearly collections.
Assistant Regional Manager
Deca Dental
Dallas, TX
01.2015 - 01.2017
- I traveled between five offices in North Dallas to train staff on company protocols and standards, ensured that monthly, quarterly, and yearly goals were achieved by selling high-value dental treatment, ensured that schedules stayed busy for 15 doctors and 12 hygienists, built a loyal patient following, and remedied all problems within the offices dealing with upset patients and staff members.
Education
Associate of Science -
Dallas College
Dallas, TX02-2023
Bachelor of Science - Human Resources Management
The University of Texas At Dallas
Richardson, TXSkills
- Work assignment delegation
- Coaching and mentoring
- Attention to detail
- Performance monitoring
- Employee training
Languages
Spanish
Native/ Bilingual
Timeline
Calls & Claims Team Lead
United Healthcare Group
01.2024 - Current
Customer Service Representative
United Healthcare Group
02.2023 - Current
Office Manager
Oak Cliff Dental Center
01.2017 - 02.2023
Assistant Regional Manager
Deca Dental
01.2015 - 01.2017
Associate of Science -
Dallas College
Bachelor of Science - Human Resources Management
The University of Texas At Dallas
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