Senior Manager Customer Operations

• Aug 2022 - Present

Senior Manager Customer Operations

• Jun 2020 - Aug 2022

- Managing the end to end process of claims service ensuring the best performance output for customers and stakeholders- Manage the teams of claims handlers monitoring the group results and individual performance- Develop and train the team to get the defined targets in the area- Creation of Force Majeure protocols- Collaboration in renewals, supervision and new client implementations- Implement the roll out of the pilot process for all the regions- Management and supervision of external vendors to ensure the qualitative and quantitative targets are met- Implementation and adhesion to the performance management model with daily tracking of volumes and operational KPIs- Optimizing the "To Be process": Automation, simplification, efficiency- Improve the quality of the service provided to the customers and stakeholders- Complaints Management - Maintain and develop CRM system for an appropriate registration of all steps of the process for both internal and external reporting purposes and to ensure service provision with SLA compliance- Part of the daily quality claims committee focused on claims decisions - Supervision of Billing Analyst: conciliation of claims funds and accounts, collaboration in claim retention process, control expenses on services rendered by external providers and ensure the invoicing to be performed correctly on claims vs. services.- Control and approval of claim expense registration, account balances, request for funds and top ups- Key operational contact of all reinsurers, implementing new processess and ensuring claim authority levels as handled appropiately - Supervision of Travel Department/Coordinator: development of new processess, control and audit checks of vendors and cases, evaluation of resources and tools as well as automization of steps within the CRM system. Conciliation of accounts and payment processes. Show less

Assistant Nurse Team Lead, Best Doctors

• Nov 2017 - May 2020

Assistance in the management of the various teams (EMEAA) within the Medical Operations DepartmentResponsable for a team of 9 nurses dedicated to the management of clinical cases (telemedicine), specialized in second medical opinionsAdherence of team members to SLAsUpdating and creating nursing manualsManagement of clinical cases (EMEAA)Review and assessment of member's medical records (including scans and pathology material) as well as the experts medical opinions.Communication with the members and with the multidisciplinary team regarding their medical condition/s and/or treatmentsPerforming case audits for UK, Ireland, Spain and GermanyTraining and onboarding of new hiresSupport in client presentations and launching of new products both internally and commerciallyWork environment in English. Show less

Interim Nurse Team Lead

• Nov 2018 - Jul 2019

Management of the nursing team within the Medical Operations Department for Spain, UK, France, Ireland, Luxembourg and Germany Coordination between the nursing and administrative, marketing and legal teams Coordination of teams made up of doctors, nurses and administratives with a large portfolio of international clients Support in client presentations and launching of new products both interanlly and commercially Adherence of team members to SLAs Training and onboarding of new hires Management of clinical cases (EMEAA) Assistance in the management of the various teams (EU) within the Medical Operations Department Updating and creating nursing manuals Show less

Member Advocate, RN

• Jun 2015 - Nov 2017

Part of a clinical team comprised of case coordinators, physicians and other nurses that facilitates the delivery of healthcare information to Best Doctors members. Focus is to ensure clinical quality and the highest level of member satisfaction on all cases across the full spectrum of Best Doctors service lines, especialized in second medical opinions. Functions: clinical case management (EMEAA), training of new hires, remote management of clinical cases for Australia and launch of new products and tools both internally and at a commercial level Show less

Registered Nurse

• Jul 2013 - Jun 2015

Nurse int the Hematology Unit Nurse at the Oncology Day Hospital and in the Oncology Unit - Skills: Care of patients in the isolation unit (management of the immune-compromised patients), administration of cytostatics (intravenous, intraperitoneal, intrathecal and intravesical), assistance in bone marrow transplants, assistance in bone marrow biopsies and aspirations, blood transfusions, etc. Nurse int the Hematology Unit Nurse at the Oncology Day Hospital and in the Oncology Unit - Skills: Care of patients in the isolation unit (management of the immune-compromised patients), administration of cytostatics (intravenous, intraperitoneal, intrathecal and intravesical), assistance in bone marrow transplants, assistance in bone marrow biopsies and aspirations, blood transfusions, etc.

Assistant Teacher

• Jan 2015 - May 2015

Lab and Clinical Instructor at Saint Louis University Lab and Clinical Instructor at Saint Louis University

Registered Nurse

• Jul 2011 - Dec 2012

Nurse in the Hematology Unit Nurse in the Oncology Unit Nurse in the Emergency Department Nurse in the Hematology Unit Nurse in the Oncology Unit Nurse in the Emergency Department