Krystle Burgos
@krystleburgos
I lead large-scale healthcare and crisis call center operations.
United StatesWhat I'm looking for
At Vibrant Emotional Health, I lead daily operations across 216 crisis centers, improving call routing, reducing abandon rates, and maintaining staffing, performance, and compliance standards.
Previously at Evolent Health Services, I directed multi-state operations for more than 100 agents, launched and retired health plan call centers, and improved QA and KPI performance through analytics and targeted coaching.
Across CarePlus Health Plan and Molina Healthcare, I've led grievance and appeals teams, managed escalations and claims resolutions, built SOPs and training materials, and supported high-volume Medicaid, Marketplace, Medicare, and crisis-response operations.
Experience
Work history, roles, and key accomplishments
Hotline Operations Manager
Vibrant Emotional Health
Jan 2023 - Present (3 years 7 months)
Lead daily operations across 216 crisis centers, overseeing staffing, performance, and compliance. Improved call routing and reduced abandon rates through system optimization.
Call Center Operations Manager
Evolent Health Services
Aug 2018 - Aug 2023 (5 years)
Directed multi-state operations for 100+ agents, including hiring, training, and workforce planning. Launched and retired multiple health plan call centers with seamless implementation.
Production Lead, Grievance & Appeals
CarePlus Health Plan
Oct 2017 - Aug 2018 (10 months)
Supervised a 10-member team managing Medicare appeal cases and ensuring regulatory compliance. Performed audits and maintained production metrics to ensure quality and timeliness.
CSR / Team Lead / Grievance & Appeals Coordinator
Molina Healthcare
Sep 2015 - Sep 2017 (2 years)
Oversaw 80+ agents across 15 states for Medicaid and Marketplace programs. Managed escalated cases, provider appeals, and claim resolutions.
Education
Degrees, certifications, and relevant coursework
DeVry University
Associate's Degree, Information Technology
Pursuing an Associate's degree in Information Technology, with an expected graduation in November 2027.
University of Miami
Certified Paralegal, Paralegal Studies
Completed a Certified Paralegal program at the University of Miami in Miami, FL.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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