Evelyn Sierra

Experience

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  Mount Sinai Beth Israel

  Jan 2000 - Jan 2005

  Senior Patient Services Liason

  Supervise Patient Service Liaison, Conducted quarterly on site audits of vendor agencies. Evaluate services provided to Hospice from vendor agencies. Negotiate hourly rates for specific vendors, Project Utilization for next fiscal year. Recommend changes in contracts, if necessary determine which agency to utilize. Conduct in-service for Vendor agencies. Maintain files of personnel profiles on vendors’ employees. Develop a collaboration liaison relationship with vendor agencies. Prepare patient data portion of Plan of care. Review invoices for finances department. Ensure arrival of employees in patient’s home. Place orders for delivery/pick-up for equipment/ambulance with vendor. Show less

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  Centerlight Health System

  Aug 2005 - now

  Manager, Member Services

  Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.Develop call center staff training, goal setting and motivationUtilize department data and information to analyze trends and identify opportunities for improvement.Manage staff performance through the use of call center data and regular, individualized coaching sessions. Preparation for HEIDIS, FIDA, CMS, and NCQAYearly Preparation of Product Plans for CMS. Show less