@miguelflores3
Long Term Care Specialist at Leads Professional Resources, facilitating consumer education and directing referrals to appropriate departments.
United StatesAt Leads Professional Resources, I facilitate long-term care education sessions and direct consumer referrals to appropriate departments. I also review key performance indicators to assess progress.
At Carelon Global Solutions, I trained and coached direct reports, established department procedures, and conducted quality audits. Earlier at OPTUM, I supported patient access training, process improvement, and healthcare call center operations while ensuring HIPAA compliance.
Work history, roles, and key accomplishments
Leads Professional Resources
Nov 2025 - Present (10 months)
Facilitated long term care education sessions for consumers and directed referrals to appropriate departments. Provided emotional support and reviewed key performance indicators to assess progress.
Carelon Global Solutions
Feb 2024 - Oct 2025 (1 year 8 months)
Provided training, coaching, and performance evaluations to direct reports. Established operating procedures and conducted audits to ensure compliance and operational excellence.
Met and exceeded department goals and KPIs while coordinating work activities through cross-functional collaboration. Evaluated employee performance and delivered feedback and coaching.
Assessed employee metrics and provided targeted coaching to improve patient access training. Developed process improvement plans and processed department metrics for business reporting.
Met monthly metrics for patient inquiries and service navigation, enhancing patient experience. Addressed patient concerns and ensured strict compliance with HIPAA regulations.
Degrees, certifications, and relevant coursework
Bachelor's, Psychology
Completed a Bachelor's degree in Psychology in 2020.
Software and tools used professionally
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