Elle Spurgeon

Client service and contact center professional with 10+ years of experience across legal, healthcare, and client advocacy settings. Experienced handling high-volume inbound and outbound calls, gathering sensitive information, evaluating client needs, coordinating referrals, resolving concerns, and maintaining accurate documentation. Known for calm, empathetic communication with people in stressful circumstances, while maintaining professionalism and guiding conversations toward appropriate next steps.

Direct personal injury legal experience plus contact center leadership, quality monitoring, CRM use, and compliance expertise.

CARE DRIVER - HopSkipDrive - Corona, CA

(2024-10)

• Provide safe, reliable transportation for youth and vulnerable clients while maintaining professionalism, confidentiality, and dependable client service.
• Use patient, trauma-informed communication when supporting individuals with cognitive or physical needs and adapt to changing circumstances in real time.

BEHAVIOR INTERVENTIONIST - Intercare Therapy - Corona, CA

(2026-04)

• Provide individualized support to children and families using calm, empathetic, trauma-informed communication in stressful situations while maintaining confidential documentation.
• Collect and document behavioral information, identify patterns, and communicate relevant observations to supervisors and treatment team members.

CLIENT SERVICES SUPERVISOR - Foundation Medicine - La Jolla, CA

(2022-09 - 2024-03)

Managed client service operations in a high-volume healthcare environment, balancing competing priorities, escalations, service expectations, and deadlines.

• Designed an agent auditing matrix using 11–12 performance metrics in NICE CXone, contributing to a 27% increase in client satisfaction.
• Redesigned monitoring and reporting workflows, improving data accuracy by 18% and reducing processing time by 25%.
• Improved operational output by 20% through provider engagement, service-level monitoring, and process improvements.
• Improved case-resolution speed by 20% and reduced escalations by 15% through targeted service and process improvements.
• Maintained relationships with 10+ internal departments and 30+ external stakeholders while ensuring 100% HIPAA and regulatory compliance.

CUSTOMER SERVICE SUPERVISOR - VITAS Healthcare - San Diego, CA

(2019-09 - 2022-08)

Supervised and coached Admission Coordinators in a high-volume environment focused on responsive client service, accurate documentation, and compliance.

• Improved documentation accuracy and compliance by 25% through coaching, quality review, and performance follow-up.
• Supported referral and admission goals through cross-department coordination, stakeholder communication, and timely issue resolution.
• Used root-cause analysis to resolve patient and family concerns and reduce repeat issues through empathetic, effective service recovery.
• Improved new-hire readiness by 12% through recruiting support, onboarding, training, and early-stage coaching.

SENIOR ADMISSION COORDINATOR - VITAS Healthcare - San Diego, CA

(2018-10 - 2019-09)

Managed a multi-step referral-to-admission workflow involving inbound calls, client information gathering, insurance verification, scheduling, documentation, and equipment coordination.

• Handled high-volume calls from patients, families, physicians, case managers, and referral sources regarding hospice services
• Verified insurance eligibility, coverage, and authorization requirements to support accurate and timely admissions.
• Trained and guided 10+ employees on performance, communication, documentation, and procedural standards.

ADMISSION COORDINATOR - VITAS Healthcare - San Diego, CA

(2016-09 - 2018-10)

Managed high-volume inbound calls from patients, families, physicians, and case managers regarding hospice referrals and admissions.

• Completed 40+ outbound outreach calls daily, helping reduce referral-to-admission turnaround time by 20%.
• Gathered and verified referral information, processed insurance authorizations, coordinated equipment orders, and tracked cases through admission.

PARALEGAL - Law Offices of Raymond J. Magana, Esq. - Pasadena, CA

(2009-01 - 2011-01)

• Interviewed and supported 100+ injured workers and families, gathering sensitive case information while communicating calmly and professionally with clients experiencing difficult circumstances.
• Prepared 200+ legal documents, including WCAB complaints, proofs of service, declarations, and attorney correspondence, with strong attention to accuracy and procedural requirements.
• Managed 40+ active matters simultaneously, tracking hearing dates, statutory deadlines, required filings, and case progression.
• Coordinated with attorneys, clients, medical providers, and insurance adjusters to obtain records and prepare matters for hearings.
• Reviewed medical records, prior claims, and WCAB procedural rules to support attorney strategy and accurate filings.

Bachelor of Arts - Human Development - California State University San Marcos (2016-05)

Associate of Science - Paralegal Studies - Pasadena City College (2008-06)