Reinaldo Toro, Vice President Member Experience
Reinaldo Toro, Vice President Member Experience for Gateway Health. Executive owner of the member experience responsible for providing oversight for operations and strategic activities related to service delivery functions including Customer Service Center, inbound and outbound calls. Inbound call centers including pharmacy support and services, provider services, member services, member retention, and non-clinical care. Responsible for leadership in every phase of the members non-clinical experience.
I am an operations executive with 10+ years of extensive expertise across service operations, customer service, client relations, claims processing, budgeting, and support functions. I have a proven record of growing organizations successfully and building high performing teams.
I am effective in aligning the needs of the customer into system set up requirements, policies, procedures and staffing. I have effectively converted/implemented a significant number of customer requirements to new processing systems and am able to quickly understand business requirements/challenges and develop into strategic and tactical solutions. I have moved operations to other locations successfully numerous times and have proven to be a successful leader of organizations across multiple locations.
I possess strong expertise building service organizations to uniquely meet the needs of the customer, collaborating directly with them and business partners. I have successfully established and directed vendor relationships, implemented the strategic direction of the business to gain competitive advantage and contributed to growing market share through customer satisfaction.
I am an energetic change leader who is customer focused with excellent communication and collaborative leadership skills. I have a proven track record of operation cost reduction, performance guarantee savings and operational improvement.
I have significant experience in merger and acquisition operational due diligence and taken the lead role for merger and acquisition operational readiness, organization re-alignment and system conversions.