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.
