Call Center Supervisor

YARITZA ROMAN

* ****** **. *********, **. *****

************@*****.*** 774-***-****

OBJECTIVE

To continue aligning my vision towards the FHCW mission to serve the community and provide quality care for our patients.

SKILLS & ABILITIES

Multitasker, problem solving, technology oriented, bilingual, time management oriented

de-escalation and detail oriented

EXPERIENCE

FAMILY HEALTH CENTER OF WORCESTER

REFERRALS/PSR/TEAM LEAD/COORDINATOR OF PT SERVICES/CALL CENTER SUPERVISOR

Call Center Supervisor – May 2024 - Present

Monitor and analyze daily call volume patterns to ensure adequate staffing and resource allocation

Develop and maintain comprehensive metric dashboards to track key performance indicators including call resolution times, quality reporting, and agent productivity

Lead the implementation of a new contact center platform, including system configuration, staff training, and change management processes

Project Coordinator of Patient Services and Empanelment – 2021-May 2024

Maintained Empanelment until new Empanelment Manager was hired 3/2022-7/2023

Coach new hire training rehires or re-trainings for all supporting Departments ensuring that all Patient Services workflow meets compliance. Create and enforce effective workflows, Supervise and support Pt Services Supervisors. Handle sensitive information in a highly confidential manner. Effective communication skills, both oral and written, with patients, families, visitors, co-workers, health care professionals, funders and other regulatory agencies. Function independently with minimal supervision, and plan, coordinate, and carry out tasks necessary to meet the job responsibilities.

Certified HBA- Support navigator by assisting patients with health insurance matters, enrolling patients in our C3 network and Health Connector marketplace enrollments.

Patient Services Team Lead – 2019-2021

Schedule, check in/out, supervised PSRs time management and workflows

Patient Services Rep – 2018-2019

Schedule, check in/out, tasking, pt portal, registration

Referrals – 4/2017-1/2018

Scheduled specialty appt orders with other facilities for patients. Updated EMR and notified patients of appt.

ACCELERANT INC. 09/2016 – 12/2016

ADMIN/RECRUITER

Worked at the front desk for a Staffing Agency. Started by greeting clients and giving them employment applications and later checking that applications and documents were filled out properly and documents were signed. Job duties included printing, emailing, scanning and uploading into data system (Avionte). Later I went on to learning how to recruit people to fill in work orders. Reach out to employees about a specific job and check their abilities and qualifications for a certain assignment.

MEXICALI FRESH MEX GRILL 2013 - 2016

SERVER/BARTENDER

Making customers feel comfortable. Responsibilities included greeting customers, taking orders over the phone, money management. Having a section of at least 6 tables to serve customers and serve in anything they need. Also, working at the Bar where more interaction with people is needed and drink mixing was necessary.

EDUCATION

WORCESTER VOCATIONAL HIGH SCHOOL, WORCESTER, MA

WORCESTER ADULT LEARNING CENTER, WORCESTER, MA

GED 2/2008

QUINSIGAMOND COMMUNITY COLLEGE, WORCESTER, MA

BUSINESS ADMINISTRATION CAREER

COMMUNICATION

BILINGUAL; ENGLISH/SPANISH

TRAINING AND CERTIFICATIONS

New Hire Orientation Program May 2017

HIPAA Privacy & Security Regulations Training May 2017

Upstream Training July 2019

HealthStream Trainings:

FHCW Email Security August 2019

FHCW PFML Notice Oct 2019

HIPAA HCCS Regulatory Course Oct 2019

Certified Spanish Medical Interpreter/Remote Interpreting Training June 2020

Annually Certified Health Benefit Advisor/Connector Care Navigator Training

CPR Certified 2025

UMass Lean White Belt Training & Lean Yellow Belt Training April 2019

Narcan Training July 2019

OBAT Training 2019

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