Sandra Lucena
Montgomery
Summary
Leader in healthcare/eligibility management with a focus on enhancing productivity and operational efficiency. Experienced in implementing quality assurance protocols and improving staff performance through targeted development initiatives. Achieves organizational goals by fostering collaboration and effective communication across teams.
Overview
14
14
years of professional experience
Work History
Team Manager for Eligibility
Bolder Healthcare Solutions a Cognizant Co.
Chicago
01.2025 - Current
- Coordinated cross-functional meetings to improve operational efficiency and communication.
- Managed project timelines and resource allocation for healthcare initiatives.
- Implemented quality assurance protocols to ensure adherence to industry standards.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
- Partnered with upper management and HR to identify effective resolutions for employee relations issues.
- Analyzed business performance data to identify areas of strength and improve areas of weakness.
- Managed team budget and resources efficiently, reducing costs while maintaining high-quality standards.
Regional Manager/Medicaid Eligibility program
Bolder Healthcare Solutions
Chicago
04.2018 - 01.2025
- Maintained knowledge of Medicaid and Medicare programs, ensuring compliance with current policies.
- Coordinated supervision and discipline of team leads across three hospitals, fostering accountability and performance improvement.
- Monitored productivity in three hospitals, ensuring operational efficiency.
- Traveled to each hospital location four times monthly for oversight.
- Led initiatives to enhance productivity across multiple hospitals, contributing to improved healthcare delivery and operational effectiveness.
- Reported daily to senior management on productivity metrics and implementation progress, ensuring transparency and informed decision-making.
- Generated reports and managed distribution to relevant stakeholders.
- Conducted interviews to assess potential job candidates for healthcare roles.
Medicaid representative
HRM Consultants,INC.
Chicago
09.2017 - 04.2018
- Advocated for patients by addressing needs and concerns to ensure access to necessary services.
- Interview prospective clients for medical insurance
- Check medical eligibility for payment processing and covered services under medical insurance
- Work with several eligibility programs at one time to achieve accurate patient information
- Coordinated with hospital staff, including financial counselors and billers, to facilitate timely patient medical attention and placement.
- Log in interview notes in hospital system after medical screening is completed
- Uphold HIPAA guidelines and patient/advocate confidentiality
Manager
Pulaski Chicago Currency Exchange
Chicago
01.2012 - 09.2017
- Managed daily operations of currency exchange services and customer transactions.
- Trained staff on compliance regulations and customer service best practices.
- Oversaw cash handling procedures to ensure accuracy and security.
- Developed employee schedules to optimize staffing during peak hours.
- Coordinated with banking partners to maintain currency inventory levels.
- Resolved customer inquiries and complaints with professionalism and care.
Education
LAKE VIEW H.S -
LAKE VIEW H.S
IL01-2001
Skills
- Project management
- Client management
- Budget oversight
- Resource allocation
- Compliance management
- Process improvement
- Team coaching
- Team oversight
- Time Management
- Organizational Skills
- Problem Solving
- Software proficiency
- Team player
Languages
- English, Fluent
- Spanish, Fluent
Timeline
Team Manager for Eligibility
Bolder Healthcare Solutions a Cognizant Co.
01.2025 - Current
Regional Manager/Medicaid Eligibility program
Bolder Healthcare Solutions
04.2018 - 01.2025
Medicaid representative
HRM Consultants,INC.
09.2017 - 04.2018
Manager
Pulaski Chicago Currency Exchange
01.2012 - 09.2017
LAKE VIEW H.S -
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