Kimberly E.
Senior Workforce Management Analyst
Open to offersNew to PlatformAbout
Kimberly E. is a seasoned Virtual Assistant and Workforce Management professional with over 8 years of experience in the healthcare industry. She excels in managing remote patient intake and triage, electronic health records (EHR) management, and ensuring HIPAA compliance. Her expertise extends to real-time queue monitoring and SLA optimization. At Maxicare Healthcare Corp, she serves as a Real-Time Analyst, ensuring consistent service level delivery and collaborating with leadership to handle unexpected volume changes. Previously, as a Supervisor, she led provider services, optimizing workflows and resolving provider/patient conflicts. Kimberly's global experience includes virtual healthcare support for GLOBAL RESCUE LLC, where she coordinated emergency care and insurance navigation. Her balanced capabilities in clinical operations and team leadership have consistently improved operational efficiency and client satisfaction in high-pressure environments.
Why hire me
Employers should hire me because I bring over 8 years of proven expertise in remote support, workforce analytics, and operations supervision, specializing in turning high-stress environments into structured systems. Calendar & Workflow Control: Experience managing complex clinic scheduling, provider network coordination, and strict HIPAA-compliant records (EHR/PHI). Real-Time Triage & Communication: Proven ability at Global Rescue LLC and Maxicare to handle urgent intake, emergency workflows, and high-stakes client communications without letting details slip. Data-Driven SLA Optimization: Skilled as a Real-Time Analyst at Concentrix in queue monitoring, metric reporting, and process optimization to keep operations running smoothly. Leadership & Problem Solving: Track record as a Supervisor handling complex escalations, mitigating risk, and keeping pipelines clear so leadership can focus on high-level growth.
Experience
Real-Time Analyst (Workforce Management)
MAXICARE HEALTHCARE CORP. · 2025 — 2026Monitored real-time queue performance and agent adherence across various business lines to maintain service level delivery. Performed data analysis to detect intraday trends and address staffing challenges while implementing corrective measures. Worked alongside operational leaders to effectively manage unexpected increases in volume and optimize resource use.Supervisor (Provider Services)
MAXICARE HEALTHCARE CORP. · 2025 — 2025Guided and supported a team of Provider Services Representatives, managing the daily operations of clinics and overseeing member intake as well as service delivery in primary care networks. Directed the assessment and processing of Letters of Authorization (LOA) for various medical services. Ensured efficient scheduling of primary care appointments based on clinical specializations while handling escalations and resolving complex conflicts.Virtual Medical & Healthcare Support VA / Member Associate
GLOBAL RESCUE LLC · 2023 — 2024Managed virtual patient intake and triage while maintaining active communication with global members facing health emergencies. Ensured compliance with HIPAA regulations in handling sensitive health records. Acted as a liaison among members, healthcare providers, and emergency teams to facilitate critical care. Navigated healthcare networks for authorization processes and coordinated urgent medical transport.Real-Time Analyst (Workforce Management Team)
CONCENTRIX · 2022 — 2023Monitored real-time adherence to schedules and evaluated performance metrics for significant financial accounts. Addressed intraday technical outages to minimize disruption in customer service.Customer Service Representative / Fraud Analyst
CONCENTRIX · 2018 — 2022Conducted fraud investigations on suspicious account activities to reduce financial risk while delivering high-quality customer service by addressing diverse billing and account inquiries.Customer Service Representative (Financial Account)
ALORICA · 2017 — 2018Provided assistance to customers with intricate inquiries regarding financial accounts, consistently achieving quality assurance and satisfaction targets.
Skills & Expertise
Education
- Bachelor of Science in NursingPamantasan ng Lungsod ng Maynila
- Secondary EducationQuezon City Academy Foundation Inc.
- High School EducationDon Alejandro Roces Sr. Science-Tech HS
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