Susan Aguayo-Munoz
Gilmer,TX
Summary
Detail-oriented Account Manager with 20 years of comprehensive experience managing employer-client relationships and developing new workflow processes. Focused on managing accounts systematically to maximize customer satisfaction. Dedicated professional successful at introducing processes and expanding network connections. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
22
years of professional experience
Work History
Account Manager
Datavant
Remote
12.2023 - Current
- Drafted proposals for new healthcare accounts and presented them to clients.
- Negotiated contracts with healthcare providers, ensuring compliance with regulations.
- Monitored performance metrics related to healthcare accounts and reported findings to senior management.
- Analyzed customer feedback data collected from surveys or focus groups.
- Prepared presentations summarizing progress made on various accounts over time.
- Established key performance indicators for tracking success of managed accounts.
- Collaborated with other departments such as marketing, operations, finance, legal. to ensure successful execution of projects.
- Managed multiple accounts simultaneously while meeting tight deadlines.
HIH Supervisor
Ciox Health
10.2022 - 12.2023
- Identified areas where process changes could improve efficiency or accuracy of data collection methods.
- Collaborated with interdisciplinary teams on projects involving analysis of patient outcomes.
- Created databases for tracking of key performance indicators associated with healthcare services provided by organization.
- Compiled, reviewed, and processed health data to produce reports for staff.
- Reviewed existing processes and procedures related to internal work flow, New training and retraining staff.
- Analyzed employee's performance to ensure accuracy of data entered into system.
- Developed strategies for improving accuracy and completeness of workflow process.
Release of Information Supervisor
Ciox Health.
01.2022 - 10.2022
- Reviewed patient records to determine releasable information according to HIPAA regulations.
- Managed databases containing PHI associated with releases of information requests.
- Assisted in the development of policies and procedures related to release of information activities.
- Compiled and organized medical documents for release of information requests.
- Developed training materials for new personnel assigned to the Release Of Information department.
- Performed quality assurance reviews on completed releases of information requests.
- Collaborated with departments within the organization to ensure compliance with applicable laws regarding access to protected health information.
- Verified accuracy of released information prior to dissemination.
Contact Center Leader
Ciox Health.
08.2020 - 01.2022
- Monitored workflow processes and identified areas of improvement.
- Facilitated collaboration between departments to ensure successful project completion.
- Analyzed data to make decisions related to personnel management.
- Resolved conflicts between employees in a timely manner.
- Provided guidance and support to team members on operational issues.
- Assessed team performance against established goals and objectives.
- Maintained up-to-date knowledge of industry trends in order to apply best practices.
- Coached and mentored individuals on professional development goals.
- Established clear roles, responsibilities, expectations, timelines, and resources for team projects.
Human Resources Manager
Specline Inc
Carson City, NV
06.2014 - 07.2020
- Conducted background checks and reference checks of prospective employees.
- Evaluated current HR processes and recommended changes when necessary to improve efficiency.
- Collaborated with department managers to develop comprehensive training programs that meet the needs of each individual team member.
- Ensured compliance with federal, state and local employment laws.
- Identified, screened and interviewed potential employees.
- Implemented organizational change initiatives effectively while minimizing disruption in operations.
- Provided guidance on labor law compliance issues such as FMLA, ADA, Title VII.
- Facilitated communication between management and staff by conducting regular meetings to discuss concerns or suggestions.
- Directed HR programs, policies and processes to improve operational efficiency.
Senior Customer Service Manager
Vitamin Research Products
Carson City, NV
06.2008 - 07.2014
- Implemented innovative approaches to drive continuous improvement in service delivery.
- Generated reports on customer service metrics such as response times and quality ratings.
- Actively participated in industry forums, conferences and events related to Customer Service Management.
- Developed strategies for handling challenging customers while preserving positive relationships.
- Identified opportunities to enhance the effectiveness of the overall customer experience.
- Organized team building activities designed to improve morale among staff members.
- Collaborated with other departments to ensure efficient resolution of issues.
Human Resources Manager
MGM Grand
Las Vegas, NV
07.2002 - 04.2008
- Coordinated company-wide events to enhance team building.
- Ensured legal compliance in all HR-related matters.
- Handled employee relations issues, including conflict resolution.
- Facilitated internal training programs for skill development.
- Administered employee benefits and compensation packages.
- Oversaw recruitment process, including job postings and interviews.
- Developed and implemented HR policies, procedures, and best practices.
- Served as a liaison between employees and management.
- Analyzed HR metrics to identify areas for improvement.
- Managed payroll processing and time-keeping systems.
- Implemented employee retention strategies to reduce turnover rates.
Education
MBA - Business Management
Western Governors University
Salt Lake City, UT07-2013
Skills
- Account development
- Account Servicing
- Data Analytics
- Client Relationship Management
- Team Training
- Vendor Relations
- Project Management
- Strong lead development skills
- Performance Tracking
- Performance Evaluations
- Strategic Planning
Timeline
Account Manager
Datavant
12.2023 - Current
HIH Supervisor
Ciox Health
10.2022 - 12.2023
Release of Information Supervisor
Ciox Health.
01.2022 - 10.2022
Contact Center Leader
Ciox Health.
08.2020 - 01.2022
Human Resources Manager
Specline Inc
06.2014 - 07.2020
Senior Customer Service Manager
Vitamin Research Products
06.2008 - 07.2014
Human Resources Manager
MGM Grand
07.2002 - 04.2008
MBA - Business Management
Western Governors University
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