Veronica Martinez
Operations Professional
Phoenix,AZ
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
2
2
years of post-secondary education
Work History
Associate Director of Operations
QTC Management, Clinic Services Central
Phoenix, AZ
09.2019 - 11.2022
- Manage and direct the operations of thirty-nine regional medical clinics
- Managing a team of professional staff ensuring contractual compliance, cost management, budget development and analyses, financial estimating, compliance, and business development
- Enhancement of provider relationships, workforce planning and development of programs, conduct market research to identify new business opportunities
- Coordinating employee recruitment, selection and training, performance assessment, work assignments, salary, and recognition/disciplinary actions.
Manager of Complaints
Oscar Health Hub
Tempe, AZ
04.2017 - 08.2018
- Oversee and coordinate activities related to grievances and appeals including implications and decisions, assess and resolve issues, and communicate solutions to appropriate entities ensuring compliance with protocols
- Direct, guide and inspire team to accomplish goals and objectives and efficiently resolve matters
- Drive the development of narratives, graphs, flowcharts and dashboards used for committee presentations, audits, and internal and external report
- Significantly enhanced complaint response time by 50% by leading the development and introduction of the case management system to efficiently handle grievances and appeals, effectively tracking appeals, and directing team to provide quality resolution of issues within established timelines
- Slashed complaint volume by 30% by motivating team to exceed target, and forging solid working relationships with internal business partners
- Strengthened operations and efficiency by 100% by building on the bare minimum, identifying process gaps, analyzing trends for the universe of appeals and grievances, restructuring current and implementing new process improvements, and developing and executing standard operating procedures (SOPs) and related policies and reports.
Clinical Operations Manager
Humana at Home
St. Petersburg, FL
02.2016 - 03.2017
- Provided operational oversight and leadership to team comprising five supervisors and 90 indirect nurses, and challenged personnel to produce outstanding results, surpass expectations, and ensure compliance within the critical illness program for the Texas region.
Frontline Leader
Humana Pharmacy
Glendale, AZ
04.2008 - 02.2016
- Undertook and fulfilled staffing requirements of call center
- Directed and orchestrated daily operations of 15 to 20 associates, and in conjunction with selected departments efficiently addressed and resolved complex matters.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Operations Manager
Care Centrix
Phoenix, AZ
12.2000 - 03.2007
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Introduced new methods, practices, and systems to reduce turnaround time.
Education
CHIEF Executive Development Program -
University of California
Master of Business Administration -
University of Phoenix
07.2018 - 07.2020
Bachelor of Science - Management
University of Phoenix
Skills
Microsoft Office Suite: Word, Excel, PowerPoint CMS Avaya Google Docs
Budgeting and finance
Joint ventures and alliances
Staff Management
Policies and procedures
Business Development
Project development and life cycle
Process improvements
Strategic planning and execution
Timeline
Associate Director of Operations
QTC Management, Clinic Services Central
09.2019 - 11.2022
Master of Business Administration -
University of Phoenix
07.2018 - 07.2020
Manager of Complaints
Oscar Health Hub
04.2017 - 08.2018
Clinical Operations Manager
Humana at Home
02.2016 - 03.2017
Frontline Leader
Humana Pharmacy
04.2008 - 02.2016
Operations Manager
Care Centrix
12.2000 - 03.2007
CHIEF Executive Development Program -
University of California
Bachelor of Science - Management
University of Phoenix