Team Leader in Customer Service & Revenue Cycle | Instructional Designer | Skill

As a Medical Revenue Cycle Supervisor, I led a financial clearance team responsible for ensuring accurate, timely, and compliant patient authorization and eligibility processes for the hospitals we supported. I oversaw daily operations across insurance verification, prior authorizations, benefits investigation, and financial counseling to help secure appropriate reimbursement and reduce denials. I coached and developed a team of financial clearance specialists to achieve high accuracy, efficiency, and compliance standards ensuring that all patient accounts were cleared before service. By analyzing performance trends, audit results, and process bottlenecks, I implemented targeted action plans that improved first-pass authorization rates, reduced rework, and strengthened overall revenue cycle performance. I collaborated closely with hospital partners, providers, payers, and cross-functional internal teams to resolve complex cases, prevent escalations, and optimize workflows. Through strong leadership, strategic planning, and operational discipline, I helped maintain a seamless pre‑service process that protected revenue, enhanced patient experience, and supported the financial sustainability of the health system.

As a Team Leader at Optum Global Solutions, I led a high‑performing customer service team focused on delivering exceptional quality and a consistently superior member experience. I coached, developed, and empowered advocates to meet and exceed performance targets through data‑driven feedback, structured coaching plans, and a strong emphasis on collaboration and accountability. I cultivated a positive, growth‑oriented team culture by implementing best practices in communication, skill development, and workflow optimization. By aligning team goals with organizational priorities, I ensured that performance metrics such as quality, CSAT, compliance, and productivity consistently surpassed expectations. I also partnered closely with cross‑functional teams to streamline processes, address operational gaps, and support continuous improvement initiatives. Through strong leadership, clear direction, and a commitment to excellence, I successfully built a cohesive team known for delivering high‑quality work, maintaining accuracy under pressure, and providing an outstanding customer experience.

As an instructional designer, I have a solid foundation in e-learning development using Articulate 360 specifically Storyline and Rise 360 as well as PowerPoint for both e-learning assets and instructor-led training (ILT) materials. I also develop comprehensive standard operating procedures to support training and process documentation.