Operations Leader and Legal Administrative Specialist

YVONNE ROJA

**** * ********** ****, ***. ***, Odessa, TX 79762 US 1-915-***-**** ********@*****.*** Client document gathering

Settlement negotiation coordination

Multilingual (e.g., Spanish proficiency)

Public Notary

Team Supervision

Equipment Configuration

Providing Feedback

Cisco Routers

Supervised team of 50-100 staff members

Legal Assistant February, 2024 to Present

The Guardiola Law Firm, P.C. Odessa, TX

Increased case processing efficiency.

Gathered information for estate planning.

Prepared and submitted patent applications.

Assisted legal team in negotiating contracts.

Safeguarded client information.

Updated knowledge on procedural changes.

Used encryption technology.

Kept clients informed.

Coordinated case communication between attorneys and external parties. Updated clients with real-time case updates.

Improved relationships with clients.

Participated in client interviews.

Did some accounting.

Process Payroll thru Quickbooks.

File Demands to insurances.

Request Medical and Billing Records.

Answer Phones

Use Fax Machine

Use the Firms system to input clients information and upload documentation. Customer Care Representative July, 2023 to January, 2024 Maximus El Paso, TX

Implemented a standardized escalation process.

Reduced overall call volumes by 100%.

Achieved a 90% first-call resolution rate.

Resolved issues without escalation.

Gathered customer feedback.

Managed a high-volume inbound communication system. Skills

Work History

Lead of Operations April, 2014 to May, 2023

Centene Corporation El Paso, TX

Daily Management of Customer Care Professionals and registered nurses. Management of call and medical chart queues, take and resolve supervisor escalated calls, forecasting and implementation of needed changes to staffing, and quality control.

Management of employees adherence by tracking their adherence through business Real Time Adherence, and real time tracking software. Management of call queue and chart queues through CMS and LVM. Preparation of daily staffing reports and leading daily staffing meetings. Gathering of data through Gap Reports, IEX, and to prepare and forecast the daily staffing needs based on the information researched and staffing trends. Based on forecasts, implementation of staffing on a daily basis to ensure business needs are met, including resolving any staffing shortages or health plan closures. Taking and resolving Supervisor Calls regarding any issues callers had, including welfare checks and EMS activation for patients in crisis situations Analyzing the needs of the members to find the best solution to their issues and de-escalating their situations. Quality audits and coaching of Customer Care Professionals including of call audits following company's the quality control process to ensure we are providing excellent customer service.

coaching and continued training of Customer Care Professionals, including audits reporting, and documentation of coaching . Completion of hourly and daily reporting on the work performed by both CCP's and RN's. Uploading and maintenance of updates to health plan overviews and job aids on Sharepoint. Creation and implementation of quality and production process. Collaboration with other departments within Envolve and outside, such as Work Force Management, Nurture, and TLC in order to ensure we are providing quality service to our members and those working in my department have the necessary tools and training they need to accomplish these goals. High School 1996

Mountain View High School El Paso, TX

Medical Coding and Billing - Some college (No degree) El Paso Community College - Valle Verde Campus El Paso, TX Notary Certified

Education

Additional Information

Certifications

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