OMOrianet Monsanto
@orianetmonsanto
Bilingual Customer Experience Specialist with 10+ years in healthcare.
United StatesWhat I'm looking for
I am a bilingual Customer Experience Specialist with over 10 years of leadership experience in healthcare and support operations. My career has been marked by a proven record of resolving complex issues, driving performance excellence, and elevating customer satisfaction. Currently, I serve as a Health Advisor and Rapid Resolution Expert Intern at UnitedHealthcare, where I have maintained a consistent 100% quality score and have been recognized for my exceptional performance.
In my role, I support frontline representatives with complex claims escalations and urgent processing, while also leading high-impact observation sessions to mentor new hires. My previous experience as a Staffing Coordinator involved recruiting over 200 qualified Home Health Aides, significantly contributing to operational readiness and patient care. I am passionate about improving processes and enhancing the customer experience through effective communication and empathy.
Experience
Work history, roles, and key accomplishments
Health Advisor & RRE Intern
UnitedHealthcare Group
Mar 2023 - Present (2 years 3 months)
As a Health Advisor and Rapid Resolution Expert Intern, I support frontline representatives with complex claims escalations and benefit clarifications. I maintain a 100% quality assurance score and assist in training new hires through live call model sessions, focusing on accuracy, efficiency, and empathy in resolving member inquiries.
Staffing Coordinator
Nursing Personnel HHA
Nov 2020 - Mar 2023 (2 years 4 months)
In my role as a Staffing Coordinator, I successfully recruited over 200 qualified Home Health Aides across NYC boroughs, enhancing operational readiness. I collaborated with HR to streamline onboarding processes, achieving a 30% reduction in candidate drop-off rates.
Medical Receptionist
Therapeutic Inspirations
Jan 2020 - Oct 2020 (9 months)
As a Medical Receptionist, I managed appointment scheduling for over five therapists, achieving a 95% on-time performance rate. I improved patient intake efficiency by streamlining front-desk procedures and processed billing using medical software.
Education
Degrees, certifications, and relevant coursework
MCMonroe College
Bachelor of Arts, Business Management
Completed a Bachelor of Arts in Business Management, focusing on customer advocacy, retention, and healthcare billing and claims.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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