Nico Alvarez

About Nico Alvarez

Nico Alvarez has 26 years of experience in the health care industry with a specialty in managing high-volume customer service and call center environments. Nico joined LIBERTY Dental Plan in 2009 as Manager, Member Services to oversee the growing company’s expending customer service department in both the California and Nevada offices. Under her direction, the department became increasingly efficient in its support, even in the expanding business environment. In order to incorporate her many talents into the company’s business operations, Nico’s title and position was broadened to include Director, Account Management in 2012. Prior to joining LIBERTY, Nico held high-level positions at Delta Dental for over 17 years. Among her many accomplishments, Nico implemented a department cross training in all areas of operations; this strategy contributed greatly to a 20 per cent increase in first call resolutions. In addition to these tactical developments, she managed an inbound/outbound team of five Supervisors, 4 Coordinators and Analysts, and over 75 Customer Service Representatives. Her success at Delta was built off of her initial work experience at Dental Health Services in Long Beach, CA as a Group Service Manager. In this position, Nico was responsible for Union and School account success and retention. She conducted on-site group calls to ensure product commitment was executed; managed open enrollment and employee benefit health fairs; and preserved good relations with her client accounts. Additionally, Nico has special training in HIPAA Laws, Worker Compensation Laws, FMLA and LOA Laws, and ADA training. Nico is computer proficient in Microsoft Outlook, Excel, Word, and Power Point.

Experience

1. Vice President Operations

   Liberty Dental Plan

   Mar 2014 — Present

Skills

• Medicare
• Process Improvement
• Call Centers
• Insurance
• Health Insurance
• Call Center
• Employee Benefits
• Healthcare
• Account Management
• Team Building
• Managed Care
• Claim
• Medicaid
• Management
• Employee Relations
• Vendor Management
• Hmo
• Hipaa
• Strategic Planning
• Customer Service
• Business Analysis
• New Business Development
• Leadership
• Strategy
• Recruiting
• Training