Daniel

- C1 English Level.

- Help Desk Supervisor in charge of 42 people that give support to the company users which are staff of the hospitals.

-To handle escalated calls to give a faster resolution to users.

- Use of Excel, Active Directory, Azure, Footprints, Calabrio, Cisco, Meditech, Athena, eCw, Citrix, Microsoft 365 Admin Console, etc.

-To help and guide the HD Analysts level II so the HD Analysts can reach their metric goals and improve in different areas of opportunity.

-To make sure every single call the HD Analysts have is handled in the best way with the best quality, and solved immediately.

-To make sure tickets are well created and assigned to the right team if reassignment is needed.

- To make sure the quality evaluations and live monitoring of the calls are done and followed correctly so the HD Analysts Level I can do better their work daily.

-To make sure processes are followed correctly with coaching and feedbacks in order to reach success.

-Team meetings with the HD Analysts Level II in order to make sure the meetings with the HD Analysts Level I are developed correctly.

- To follow up of the wellness and emotions of each one of the employees to make sure work is not affecting them.

-To listen the people’s ideas and to use them in our daily work for improving if necessary.

-To make sure the schedule/shifts are covering the company 24/7 including each people’s days-off.

-To create different projects in order to reach success within the company including each one of the employees.

-To make sure payroll updates/novelties of the month are up to date.

Led teams of 7–8 coordinators, overseeing patient experience operations for SCS, PNS, and PUMP procedures (trial, permanent, revision, replacement, and removal).

Guided patients through the entire care journey, including scheduling, psychological evaluations, procedure coordination, and post-procedure follow-ups.

Managed insurance authorizations, eligibility verification, and communication with providers and ambulatory centers.

Provided clear billing explanations and coordinated patient transportation and logistics.

Served as the main liaison between patients, physicians, and internal teams, ensuring seamless communication and continuity of care.