At Healthfirst, I own Claims Adjudication training and lead learning strategy for high-volume, regulated operations. I've trained approximately 120 Claims Examiners for the PegaSCE launch, replacing two legacy claims-dispute platforms without disruption.
I've designed blended onboarding, claims, call center, and Salesforce CRM learning programs that increased learning effectiveness by 40%, improved claims processing efficiency by 30%, and raised first-call resolution by 25%. I also led orientation for 600+ employees and developed training SOPs that improved learning-department efficiency by 60%.
I partner across Planning, IT, Operations, Instructional Design, and leadership to turn technical, procedural, and policy changes into practical learning experiences. I'm fluent in English and Spanish and bring strengths in needs analysis, adult learning, change enablement, and end-to-end program delivery.
