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Work Background
Teladoc HealthManager Command Center
Jul. 2021 - Nov. 2024RemoteManaged a team of Consult Support Specialists and responsible for any issues or complaints from our Teladoc Providers, helping them find a solution. Created new processes for managing the various issues from Providers, which helped reduce the time spent on the issues. Created and conducted Trainings for the Team, so they are up-to-date on the changes and new workflows. Monitor and provide oversight and implementation of mitigation strategies resulting in Teladoc patients receiving care within appropriate Service Level Agreements. Engaged in planning / forecasting staffing requirements which translate to the creation of optimal schedules and real-time management to support multi-product consult delivery. Ensured appropriate data is mined to achieve KPIs for various processes and products.
Managed and directed the Command Center personnel to ensure achievement of key Organizational metrics related to member wait times, service readiness, and physician productivity.
Assigned personnel to various data points that need to be monitored in the Dashboard to monitor key process OKRs. Participated in PI initiatives - tracking work needed to be done each quarter.
Teladoc HealthTelehealth Operations Manager
Oct. 2020 - Jul. 2021Manage a team of scheduling coordinators and responsible for all aspects of scheduling for all product lines – GM, P360, Derm, BH and any new products. Actively working in the GM, P360 area at the moment. Managed a team of telehealth coordinators whose roles include provider-patient scheduling assistance (MH), member training, and support for process and technical issues. Conducted training for Team members and build process documentation. Developed processes to manage and increase our provider network in Teladoc MSO. Monitored provider coverage on a weekly / monthly basis in the Scheduling tool and make a plan on how to set up proper coverage. Monitored provider commitment to make sure all providers are performing at the minimum required level. Provided oversight of the team including phone and email coverage, quality of responses, addressing training needs for staff, as needed. Lead and motivate team members by monitoring performance, identifying process improvements and quality metrics. Provided scheduling support for members and providers – This was heavily utilized in the MH space, supporting Clover members is an example. Collaborated with clinical leadership to establish & monitor performance of various products. Identified and communicated technical and product trends to the Product Team and IT for improvements and bug fixes – MH Scheduling Tool. Monitored provider response to member scheduling requests and provide required follow-up to improve session scheduling/completion.
Teladoc HealthProject Manager
May. 2019 - Oct. 2020Lewisville, TXLeading, managing and implementing Projects and Key intiatives. Full ownership of the project charter, critical success factors, stakeholder engagement and project execution through delivery. Working with various levels of management and other member of the program management team. Document use cases, process flows and interview business contacts to produce requirements documentation. Assess business need and project objectives to structure, manage and control projects through project and business lifecycles. Developing and prioritizing key activities, deliverables and other related efforts to ensure projects meet their objectives and delivered on time. Identify and design business solutions for the project and if necessary, include vendor integration using industry standard practices.
Teladoc HealthProvider Worforce Analyst
Nov. 2018 - May. 2019Lewisville, TXTeladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. - Managing maximum performance on call activity as a result of fewer dropped calls and alignment of skill sets.
- Managing the forecasting / planning workload and determining how to best maximize resource capacity in support of a large sales call center; May include both inbound and outbound models.
- Recommending and implementing necessary changes of forecasted head counts.
- Managing adherence levels and making recommendations accordingly.
- Developing and continually updating schedules and workload resource plans.
- Analyzing workload reports and performance metrics to identify opportunities to shift work based on resource capability.
- Leading discussions based upon reporting to improve call center metrics.
- Conducting real-time monitoring of service levels and incoming workloads to influence and positively impact performance metrics.
- Creating and using reports on staff productivity.
- Analyzing trends and making recommendations to management.
- Implementing management decisions with respect to staffing and strategy.
- Building and maintaining positive working relationships with call center leaders and staff across multiple teams.
- Effectively supporting operational initiatives.
EYEngagement Manager/Subject Matter Expert - ACA Practice
Oct. 2016 - May. 2018Dallas/Fort Worth AreaManaged full project life cycle for clients and ensured top quality deliveries for over 15 clients. Coordinated with development and quality assurance teams to maintain schedules and met original deadline.
Monitored project progress and make adjustments as needed to properly align the business cases as discussed with project stakeholders.
Cultivated strong client relationships to build loyalty, which helped land new business contracts.
Educated and updated clients on procedural, technological, compliance and regulatory changes affecting workflow, pricing, technology and service to assist clients’ awareness of new industry changes according to ACA rules.
Created effective meeting agendas that captured appropriate client information and needs.
Supervised project to create Configuration Tool that was used by Gateway Team; created test cases and allocated resources for the swift execution of the project.
EYBusiness Analyst/Project Manager - ACA Practice
Sep. 2015 - Oct. 2016Dallas/Fort Worth AreaLed the Gateway team, giving them counseling and updates with regard to any changes or directive from leadership. Drafted and maintained business requirements and aligned them with functional and technical requirements. Engaged client to gather requirements / business rules to ensure alignment with development teams.
Translated stakeholder requirements into different tangible deliverables such as user cases, user stories, workflow/process diagrams, data flow/data model diagrams. Identified and reconciled errors in client data to ensure accurate business requirements. Facilitated monthly meeting with clients (over 15 in Southwest/Central Region) to document requirements and explore possible solutions. Provided the client with previews of Form 1095-C and 1094-C after careful QA to demonstrate how final document will be viewed prior to production.
Reviewed the Quarterly reports and analyzed the reports looking for any compliance issue with regards to ACA regulations.
Solix Inc.Business Analyst/Client Operations
Jul. 2012 - Oct. 2014Parsippany, NJConducted interviews with the stakeholders to collect requirements and assisted team members and other teams with various projects. Performed Data Analysis and converted business requirements into detailed specifications such as UML for use cases, activity diagrams and sequence Visio diagrams..
Communicated business requirements to the development team and assisted testing team in preparing test cases to ensure they are within project scope.
Maintained Requirement Traceability Matrix for the current process and proposed changes in a fast paced environment.
Documented high level requirements from users and then converted them into the detailed requirement document for technical staff.
Recommended improvements to efficiently comply with new program guidelines. Cross-trained in other responsibilities for a smooth operation of the team. Trained new team members with some of the daily functions of the team in order for them to work independently and reduce support needs.
Solix Inc.Associate Manager Compliance
Sep. 2006 - Jun. 2012Reviewed and documented the final status of Commitment Adjustment (COMAD), Children’s Internet Protection Act (CIPA) and Technology Plan Approver (TPA) reviews within program guidelines and procedures. Constant follow-up with applicants to assist them with the review process.
Contacted USAC management on issues and suggested solutions.
Served as a subject matter expert and provided guidance to reviewers.
Maintained a complete understanding of program rules and made recommendations for improved efficiencies.
Gathered documents for Legal team per the rules set by the Legal department.
Solix Inc.Program Integrity Assurance Auditor
Oct. 2005 - Aug. 2006Evaluated the compliance of applicants and service providers who are seeking to participate in the Schools and Libraries Universal Service Support Program. Completed the initial review of applications in an accurate and efficient manner to maintain compliance with established procedures.
Assisted participants in understanding the Schools and Libraries program requirements when evaluation indicates inaccurate or questionable funding requests.
Contributed to the development of procedures and system enhancements to improve the review process.
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