Bela Sosa
Corona
Summary
Results-driven Team Manager with leadership experience overseeing 20–25 representatives in a high-volume healthcare call center environment. Expertise in performance management, workforce optimization, and delivering exceptional member experiences. Proven ability to balance operational goals with employee engagement by improving adherence, coaching teams, and addressing workplace challenges such as burnout. Trusted partner to senior leadership, known for driving accountability, improving processes, and building resilient, high-performing teams.
Overview
13
13
years of professional experience
Work History
Team Manager
Kaiser Permanente
Corona, CA
10.2023 - Current
- Lead, coach, and develop, mentor and discipline team members to improve performance and service quality.
- Responsible for increasing employee satisfaction for a line of business that provides customer service around various member health plan related inquiries to members of the plan.
- Partner with cross-functional stakeholders (Benefits, Contracts, Government Programs) to interpret regulations, resolve issues, and align initiatives.
- Streamlined operational processes, improving workflow efficiency across departments.
- Led cross-functional teams to enhance service delivery and patient satisfaction.
Senior Case Manager
Kaiser Permanente
Rancho Cucamonga, CA
05.2023 - 10.2023
- Investigated and resolved escalated grievances through data analysis, stakeholder collaboration, and regulatory compliance.
- Partnered with physicians and administrators to design solutions that improved workflows and reduced turnaround time.
Case Coordinator
Kaiser Permanente
Rancho Cucamonga, CA
07.2017 - 05.2023
- Managed 200+ cases daily, ensuring compliance with CMS/DMHC standards.
- Created training and best practices to streamline case triage and improve resolution efficiency.
- Supported data reporting and process improvement initiatives to enhance departmental performance.
Customer Service Representative
Kaiser Permanente
Corona, CA
08.2013 - 07.2017
- Provided member advocacy by resolving high-volume inquiries and ensuring quality service delivery.
- Captured and analyzed service-related data to identify trends and recommend solutions.
Education
M.S. - Management & Leadership
Western Governors University
01-2023
B.S. - Healthcare Management
Western Governors University
01-2021
Skills
- Project planning and execution
- Client-centric approach
- Workforce scheduling
- Persuasive communication
- Team skill enhancement
- Strong analytical skills in data evaluation
- Business Process Improvement
- Stakeholder collaboration
- Change implementation
- Knowledge of CMS and DMHC regulations
- Expertise in advanced Excel functions
Languages
Bilingual: English & Spanish
Timeline
Team Manager
Kaiser Permanente
10.2023 - Current
Senior Case Manager
Kaiser Permanente
05.2023 - 10.2023
Case Coordinator
Kaiser Permanente
07.2017 - 05.2023
Customer Service Representative
Kaiser Permanente
08.2013 - 07.2017
B.S. - Healthcare Management
Western Governors University
M.S. - Management & Leadership
Western Governors University