Erik Rosado

Experience

• 

  Social Service Coordinators

  Jan 2004 - Jan 2009

  Out reach supervisor

  Supervised a team of 15 out reach coordinators and 3 case reviewersConducted company trainingsEnsured team was in compliance with HIPAA and state regulations for all 50 states Assisted in implementing training program for the companyConducted Q/A on all team membersKept up with Medicare Advantage plans for all states

• 

  Adreima

  Jan 2011 - Jan 2013

  Team Leader

  Supervised a team of 23 eligibilty specialistsProvided support to manager,director, and staffGenerated weekly and monthly reportsConducted team trainings Assisted in creating and implementing protocolsMember of shared governance council

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  Beacon Health Strategies

  Feb 2014 - Mar 2018

  • Developer of South East Region Call Center Dashboard• Ad-hoc reporting • Developer of Erlang Model to staff Call center for Traffic Density• Presentations of high-level reports in the forms of attestations to the plans, data analytics and root cause analysis • Budgeting, forecasting and staffing recommendations to Senior executives • Assistant designer of telephony scripts, routing, triggers, variables and reporting for the organization • Extensively work in Excel with VBA (Macros) and complex formulas• Extensively work in Avaya and Cisco applications for call routing and reports Show less I serve as the central support for all of the service center's operations. Below are some of my responsibilities• Assist and direct the day to day contact center traffic, assuring that service level objectives are consistently met. • Designed and implemented reporting templates for the organization in order to capture data and analyze trends• Provide real time data, historical data, and forecasting data to service center management team, including call volumes, staffing, historical call trends and key performance indicators such as AHT, Shrinkage, Adherence, Conformance, and Service Level etc. • Help analyze trends such as: contact volumes; contact patterns; and staff productivity.• Develop recommendations on ways to improve call center results, based on data and facts.• Provide ongoing internal communications with call center staff and leadership on staffing requirements on a real time, and historical basis, including ability to schedule meetings, training, coaching, etc.• Assist Management Team with necessary data and reports, to ensure everyone is proactively prepared for the expected events of the day.• Handle exceptions and administration of workforce management features such as necessary staffing to handle call volume, Shift Bids, Flexible Schedules, Time Off approval (paid and unpaid), and making recommendations on PTO allowances and assuring a positive end user experience.• Monitor telephone queue on a daily basis to manage hold times and talk times. • Responsible for prioritizing and skilling agents for the CSQ’s in order to service our clients efficiently• Change agent skills on a daily basis in order to have proper coverage for each client. Show less

  • Call Center Analyst

    Jan 2017 - Mar 2018

  • Reporting Specialist

    May 2015 - Jan 2017

  • EAP Specialist

    Feb 2014 - May 2015
• 

  Baptist Health

  Mar 2018 - now

  • Lead developer and designer of Covid-19 Dashboard• Developer of multiple dashboards across the organization• Project Manager of several committees and high-level projects• Project manager and lead analyst for physician metrics • Presentations of high-level reports in the form of executive summaries and dashboards• Developer of physician scorecards• Developer of SOP’s and workflows • Mentor and trainer in excel • Developer of Project Management Tool for organization • Extensively work in Tableau creating dashboards • Extensively work in excel with VBA (macros) and complex formulas Show less Project management • Planning Project Resources• Assembling and Leading Project Team• Monitor progress and Time managementAnalyst• Conduct analysis and reports for research and performance improvement.• Produce daily, weekly, and quarterly reports and dashboards to demonstrate outcomes and performance improvements.• Extract data from large data files for creation of statistical data management and analysis.• Compares, manages and reviews results to provide solutions for business improvements and strategies. • Provide consultative and educational services on databases to teams as needed. • Work in collaboration with the Miami Cancer Institute departments (physicians, multi-D teams, diagnostic staff, nurses, radiology staff, social services staff, oncology staff to provide support and information regarding data findings.• Work in conjunction with IT to create reporting specific interfaces to create specific reporting for client needs.• Work extensively in excel with formulas, pivot tables, and VLook ups• Work in EMR (electronic Medical record systems) with sensitive patient information and codes to extract data.• Create project plans in excel with macros• Project manage multiple project plans to ensure organizational projects are completed and integrated successfully Show less

  • Manager of Oncology Informatics

    Aug 2023 - now

  • Supervisor of Oncology Informatics and Analytics

    Jun 2021 - Oct 2023

  • Performance Analyst 2

    Oct 2019 - Jul 2021

  • Performance Analyst

    Feb 2019 - Oct 2019

  • Data Quality Analyst

    Mar 2018 - Feb 2019
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  YouVersion

  Feb 2025 - now

  Director of Analytics