Experience

Envolve Health
• Hospitals and Health Care
• 1 - 100 Employee
• Call Center Systems Analyst at Envolve People Care

  • Sep 2018 - Present


Centene Corporation / NurseWise

• Call Center System Liaison

  • Jan 2007 - Present

  • Asset management of hardware/software within national call centers and for remote workers. • Provide in person and remote technical hardware/software support for call centers nationwide: Tucson/Tempe AZ, El Paso, TX, Atlanta, GA, and St. Louis, MO.• Gather requirements for, develop and test Telecom process flows and system designs for clients and implementation. • Gather requirements for and implement/test call center messaging (whisper tones, etc.) • Track incidents in Service Now ticketing system.• Incident Management and Incident Communication ownership for all incidents on portfolio of infrastructures/shared services.• Point of contact for all facility issues, including (HVAC, Plumbing, Electrical, etc.) at the El Paso, TX call center location. • Schedule and oversee the building Security Team at the El Paso call center.• Available for 24/7 “on-call” issues and “off-hour” planned maintenance or installations Show less

• Customer Care Profession

  • Nov 2003 - Jan 2007

  • Contact patients to communicate the importance of post discharge care in order to encourage the scheduling of patient appointments.• Demonstrate strong reflective listening skills to ensure that patients fully understand their post discharge care plan and encourage follow-up care compliance.• Develop good working relationships with staff ensuring smooth communication between the case management team and point of contact for the outpatient environment.• Ability to develop trusted relationships with outpatient physicians in order to improve appointment scheduling and communication between post-acute care providers and the hospital Show less



Centene Corporation / Superior Health Plan Inc

• Member Services Representative

  • Feb 2001 - Nov 2003

  • Responsible for resolving provider inquiries via telephone and written correspondence in a timely and appropriate manner. • Applied exceptional customer service skills to build solid working relationships with providers. • Met and exceeded performance goals. • Demonstrated a thorough understanding of Medicaid Compliance standards • Responsible for resolving provider inquiries via telephone and written correspondence in a timely and appropriate manner. • Applied exceptional customer service skills to build solid working relationships with providers. • Met and exceeded performance goals. • Demonstrated a thorough understanding of Medicaid Compliance standards