Alejandra Pena

Healthcare operations professional with an MBA in Health Administration and progressive experience in outpatient clinic operations, staff leadership, patient services, operational analytics, financial monitoring, scheduling, compliance, and process improvement. Experienced in managing high-volume clinical workflows, developing KPI dashboards, analyzing operational and financial data, coordinating with providers and cross-functional teams, and improving patient access and satisfaction. Proficient in Microsoft Excel, including PivotTables, formulas, lookups, and data analysis.

Clinic Administrator - High Five Kids Therapy - San Antonio, TX

(2026-01)

• Direct daily operations of a high-volume outpatient therapy clinic supporting 500+ patient appointments monthly, overseeing staffing, scheduling, patient flow, administrative workflows, documentation, and resource allocation to ensure efficient, patient-centered care.
• Manage clinic budget and financial performance by monitoring revenue, expenses, payroll-related processes, and resource needs while identifying opportunities to improve operational and financial efficiency.
• Develop, analyze, and present operational performance dashboards to clinic owners, reporting on therapist productivity, patient volume, patient access, no-show and cancellation rates, and other KPIs to communicate results, identify trends, and recommend performance improvements.
• Analyze operational, financial, staffing, and productivity data using Microsoft Excel, including PivotTables, formulas, and lookups, to evaluate performance, optimize resource utilization, and identify improvement opportunities.
• Lead recruitment, hiring, onboarding, training, supervision, performance management, and development of clinical and administrative staff while promoting accountability, engagement, and adherence to organizational policies.
• Oversee clinic scheduling, staffing utilization, and appointment capacity to maintain coverage, improve patient access, and support efficient delivery of care; collaborate with clinical providers and leadership to resolve operational issues.
• Develop and implement standardized policies, workflows, and process improvements while monitoring compliance with HIPAA, OSHA, documentation requirements, and applicable healthcare standards.
• Serve as a liaison among patients, families, staff, vendors, providers, and leadership; resolve complaints and operational concerns, coordinate resources, and recommend improvements to clinic performance and patient satisfaction.

Program Specialist - COLSA Corporation - San Antonio, TX

(2023-11 - 2025-11)

• Coordinated cross-functional projects and operational initiatives from planning through execution, partnering with leadership and multiple teams to meet milestones, deliverables, and organizational requirements.
• Managed project timelines, action items, risks, and deliverables; prepared status updates and operational reports to provide leadership visibility and maintain stakeholder accountability.
• Developed and implemented standardized operating procedures, workflows, and documentation practices to improve operational consistency, efficiency, onboarding, and compliance.
• Maintained Excel trackers and analyzed operational and employee data to monitor progress, identify trends and process gaps, and support data-driven decision-making.
• Led onboarding and training coordination, including schedules, documentation, system access, orientation, and compliance requirements, while serving as a liaison between employees, managers, and leadership.

Medical Receptionist - South Heart Clinic, PLLC - Harlingen, TX

(2020-09 - 2023-10)

• Utilized eClinicalWorks for more than three years to manage patient scheduling, medical documentation, insurance verification, and daily clinical workflow coordination.
• Monitored patient flow and coordinated physician schedules to optimize appointment utilization, reduce workflow disruptions, and support timely delivery of patient services.
• Supported revenue cycle and financial operations through insurance eligibility verification, patient payment collection, and accurate billing documentation and patient account information.
• Collaborated with physicians, nurses, and administrative staff; supported staffing coordination, onboarding, and training to maintain coverage and continuity of care.
• Maintained accurate patient records and addressed patient concerns while ensuring HIPAA compliance, regulatory standards, and a safe, organized clinical environment.

Master of Business Administration - Health Administration - Texas State University (2023-05)

Bachelor of Business Administration - University of Houston (2020-12)