Diana Gutierrez

Training and Quality Assurance Specialist - New York Presbyterian

(2022-09)

Lead onboarding and system training for all new hires on Salesforce and Epic CRM platforms across the contact center
Design and continuously enhance training materials by integrating QA insights, process improvement data, and stakeholder feedback
Conduct monthly quality assessments via Calabrio, delivering structured scoring and actionable coaching feedback

Development and Learning Coordination Supervisor - 32BJ Funds

(2021-08 - 2022-09)

Supervised L&D function, designing curricula for associates, managers, and senior leadership to drive org-wide performance
Built and managed onboarding and orientation programs, reducing ramp-up time for new hires across the Fund
Partnered with department heads to align training strategy with organizational goals and resolve learning logistics

Training Specialist - Fidelis Care

(2020-01 - 2021-08)

Delivered multi-modal training (classroom, virtual, 1:1 mentoring) for associates across managed care operations
Developed training materials including manuals, CBT modules, and evaluation exams to standardize knowledge transfer
Monitored training effectiveness metrics and presented audit results and recommendations to senior leadership

Field Outreach Specialist - Well Care of New York

(2016-07 - 2019-12)

Conducted field and telephonic outreach educating Medicaid/Medicare members and supporting Case Management enrollment initiatives

Senior Care Coordinator of Managed Long-Term Care - Well Care of New York

(2014-04 - 2016-07)

Coordinated MLTC member services, trained new hires, and created onboarding modules while supporting annual state audits

Provider Operations Coordinator - Well Care of New York

(2011-05 - 2014-03)

Managed provider credentialing, claims resolution, and data analysis while liaising between providers, vendors, and leadership

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