Barbara Torres

WORK EXPERIENCE:

 Neighborhood Health Plan of RI

Training Specialist, Quality & Training

Rhode Island

Principle Duties and Responsibilities:

• Design and Deliver Product and Operational training’s to NHPRI Member Services for all Medicaid and Medicare Products, Qualified Health Plans and Small Business Plans.
• Design and Deliver Soft Skills Training to Member Services and Claim Services.
• Design and Deliver System Training such as EOHHS Eligibility System, NHPRI Core Systems, PerformRX (Pharmacy System) to Member Services.
• The Design and Development of trainings  utilizing the ADDIE Model.
• Collaborate with Operations Senior Manager to ensure effectiveness of training delivery.

HealthSource RI

Health Benefit Trainer/ Service Coach 

Rhode Island  2013 – 2014

•  Conduct a variety of trainings developed by instructional designers utilizing the ADDIE model.
• Deliver Train to Call Center Specialists on the HSRI Insurance selector, b-Connected, soft skills, and customer care skills.
• Deliver classroom training programs as required by both HealthSource RI and Connextions University.
• Administer course tests, assessments and surveys to evaluate training effectiveness and future needs.
• Collaborate with Training & Quality Operations Manager to ensure effectiveness.Build team of representatives through conducting interviews and making hiring decisions.
• Ensure that Customer Service Representative resolving all customer needs and ensure all client quality requirements are met and exceeded.
• Monitor calls to improve representative performance and to ensure that representatives are following procedures set forth by the client.
• Uphold all quality and compliance standards

• Act as a Subject Matter Expert for assigned program (be knowledgeable of all “ins” and “outs” and prepared to educate others on them)
• Ensure compliance procedures upheld
• Handle customer follow ups and escalation calls to assist callers in resolving any unresolved issues
• Educate, motivate, lead, guide, and direct all assigned Customer Service Specialist to reach their highest potential both in terms of service metrics and career goals.
• Monitor and track assigned employees for progress against internal and external objectives.
• Troubleshoot any issues Specialist are experiencing with internal systems (i.e. bConnected, Kronos, Client systems, etc.)
• Manage employee attendance and provide disciplinary action for Specialist who do not follow the designated policies

ACCOMPLISHMENT  -Honors and Awards:

           5^th Annual Emilie (Millie) Hillman Award ~ June 21, 2010

SKILLS

• Bilingual – Spanish/ English
• Knowledge of Microsoft word, excel, PowerPoint, publisher, web navigation
• Data management systems
• Call Center Experience, Customer Service Trainer
• Personable professional whose strengths include cultural sensitivity and an ability to build rapport with a diverse workforce in multicultural settings
• Dependable, confident, hard-working employee who is committed to achieving excellence
• Non-profit experience
• Organizing office procedures
• Training and supervisory experience
• Family Support/ Support Group Facilitator
• Event Organization