Leonela Plaza

Facilitated instructor-led training for new hire cohorts in virtual and classroom settings and coached trainees to improve engagement and readiness for production. Trained staff on NASCO, NCompass, Cognos, Filenet, and internal workflows while reinforcing policies, professionalism, and compliance expectations.

Provided telephonic care coordination to members, providers, and internal teams to support participation and compliance in clinical programs. Educated members, documented interactions per organizational standards, troubleshot member and staff issues, managed call queues, and processed required documentation to medical systems.

Conducted pre-certification screenings and routed cases for clinical review while coordinating communication between members, providers, and clinical teams. Reviewed medical policies and pending claims, and initiated follow-ups to support timely case resolution.

Investigated member inquiries related to claims, eligibility, and enrollment in a fast-paced hospital customer service environment. Used medical policy systems to determine benefit coverage and managed/adjusted claims based on benefits.

Maintained patient records and electronic medical systems, and performed EKGs, vital signs, and cardiac stress tests. Managed scheduling, patient intake, referrals, and copayments to support efficient clinic operations.

Monitored ECG data to identify arrhythmias and escalated urgent findings to clinical staff. Processed and interpreted Holter monitor reports to support cardiac care workflows.

Earned a Medical Assisting certificate at Fortis Institute. Trained in preparation for medical assistant responsibilities.

Completed coursework at Mercer County Community College. Specific program, level, and completion details are not specified.

Earned a high school diploma from Trenton High School. Further program or specialization details are not specified.