What is your favorite hobby or pastime?
My favorite pastimes include exercising, practicing yoga, and indulging in outdoor activities with my dog.
What philosophy do you try to live by?
“It is never wrong to do the right thing.” -Mark Twain
Experience
Vianchell Tiburcio is a trilingual (English/Spanish/French) professional with extensive experience in operations management, customer service, and training within the healthcare sector. Currently the Operations Support Supervisor on Faulkner Consulting Group’s team at HealthSource RI, Vianchell oversees a team of six responsible for resolving complex customer issues. In addition, Vianchell has oversight of the appeals function, collaborating closely with the Chief Legal Officer and guiding an analyst in researching and analyzing eligibility issues. Her role involves supervising daily operations, coaching team members, supporting the performance management process, and ensuring quality control of escalations. Vianchell’s expertise extends to analyzing trends and facilitating ongoing learning for her team. She also participates in the recruiting process and plays a crucial role in identifying and addressing knowledge gaps within the organization.
In her prior roles at HSRI as Queue Supervisor and Escalation Analyst, Vianchell honed her skills in resolving complex customer issues and improving business processes, gaining the valuable experience that has contributed to her expertise in customer service and training. Before joining FCG in 2018, she worked at Automated Health Systems as a Training and Quality Specialist and Team Lead, where she conducted training sessions, created training materials, and provided quality support to contact center staff. Vianchell holds a B.S. in Wildlife and Conservation Biology and a B.A. in French from the University of Rhode Island.