Ada de Vega

About Ada de Vega

Throughout my career, I have applied broad expertise across both clinical and nonclinical functions to steer the strategic direction of consumer services operations and drive maximized organizational value. I lead teams by example, applying hands-on operational acumen coupled with strategic thinking to inspire employee engagement and outstanding service delivery.I spent my early days in the US Marine Corps and then joined the American Social Health Association, serving as a key point of contact for public agencies and healthcare providers during a global vaccine shortage. In my current role as director of consumer services for CarePlus Health Plans, I lead a 500-member division in cross-functional operations, fielding 1.5 million calls per year. Selected career accomplishments include-Driving 5-star Medicare health plan member services operational scores at CarePlus since assuming leadership in 2018, as well as increasing the department’s average NPS score by 10 points and Associate Engagement Score by 13 points (75->83-> to 88)-Leveraging a proprietary digital alert system at CarePlus to scale call center operations with visibility of unused benefit gift cards, proactively aligning department capabilities with enterprise needs to boost patient relationships and customer retention-Transforming the technical support division at Care Cloud to increase the NPS score from -13 to +68. I developed the organization’s first content resource library for service associates, as well as introduced rotational training to break down silos-Leading the turnaround of call center operations at Centene Corporation with a comprehensive reference material update initiative and redesign of call workflows to streamline low acuity matters to nonclinical associates and escalate critical issues to clinical providers. My greatest success has been leveraging my expertise across multiple disciplines to elevate consumer services and call-center operations, cultivating adoption of redefined processes across organizations, and developing new infrastructures for enhancing member advocacy, patient safety, and compliance.If you would like to connect, please contact me at a••••••••@protonmail.com. Specialties:Call Center Strategy & Operating ProceduresCall Services & Voicemail ManagementQuality Assurance/Control (QA/QC)Cross-Functional Team ManagementEmail, Secure Messaging, & ChatCustomer Service & EngagementRegulations/Code ComplianceRoot Cause & Data AnalysisStakeholder ManagementChange ManagementVendor ManagementStrategic Planning

Experience

1. Director, Member Financial Counseling

   ArchWell Health

   May 2024 — Present

   Oversee the member financial counseling program for ArchWell Health across 11 markets in all time zones. Manage end-to-end processes for Member Financial Counseling, including member financial assistance program and eligibility determination and enrollment assistance for state and federal assistance programs to aid members in optimizing their eligible benefits. Provide guidance and oversight of Member Financial Counseling processing to the medical group.

Education

• The University of North Carolina at Chapel Hill

  Bachelor's degree