Esperanza Shoemaker

Passionate and purpose-driven Behavioral Health Sciences student. Committed to helping individuals reach their fullest potential through evidence-based, compassionate care.

After Hours Triage at Commonspirit (2026-01 – Present)

• Accurately documented activity in Cerner, EPIC, and TeleTracking, maintaining transparency and operational efficiency.
• Managed high call volumes and multitasked across multiple systems while maintaining professional, calm communication.
• Supported CommonSpirit Health's mission of humankindness by ensuring safe and compassionate patient placements.

PBX Operator at Dignity Health (2025-03 – Present)

• Coordinated communication between patients, nursing staff, providers, and ancillary departments within a 24/7 virtual healthcare setting.
• Managed high-volume telephone communications while prioritizing urgent calls and maintaining exceptional service standards.
• Assisted patients, families, and healthcare professionals by providing information, resolving inquiries, and connecting callers to appropriate resources.
• Maintained composure and professionalism during emergency situations and time-sensitive communications.
• Utilized critical thinking and multitasking skills to support hospital operations while handling multiple communication channels simultaneously.
• Ensured compliance with organizational policies regarding patient privacy, confidentiality, and communication protocols.
• Contributed to positive patient and customer experiences through compassionate, solution-focused service.

Virtual Companion at Dignity Health (2024-04 – Present)

• Monitored high-risk patients across multiple healthcare facilities using live video observation technology to support patient safety and prevent adverse events.
• Identified and escalated changes in patient behavior, including agitation, confusion, fall risk, elopement risk, and interference with medical equipment, following established clinical protocols.
• Maintained continuous observation of assigned patients while utilizing critical thinking and situational awareness to recognize potential safety concerns.
• Collaborated with nurses, providers, and interdisciplinary care teams to facilitate timely interventions and ensure patient well-being.
• Communicated professionally with patients, families, and bedside staff to promote a safe, supportive, and therapeutic care environment.
• Utilized multiple video monitoring platforms, communication systems, and electronic health record tools to support patient care operations.
• Responded to urgent and emergent situations by initiating appropriate escalation procedures and coordinating with onsite healthcare teams.
• Demonstrated strong de-escalation, observation, and active listening skills while supporting patients experiencing confusion, emotional distress, or behavioral concerns.
• Contributed to quality improvement initiatives by maintaining compliance with patient safety protocols and departmental performance standards.

Program Coach at Read Better Do Better (2024-01 – Present)

• Led engaging after-school clubs as an RBBB Program Coach, collaborating with elementary and middle school students in a dynamic environment focused on reading, learning, and games.
• Managed and facilitated the RBBB literacy program, ensuring the progression of curriculum objectives. Monitored and tracked the success of the program to enhance reading skills and foster a positive learning atmosphere.
• Regularly participated in virtual or in-person meetings with Program Coordinators and fellow Program Coaches within the school district. Shared successes, addressed concerns, and collaborated on strategies to improve the program's effectiveness.
• Orchestrated the culmination of the program with a graduation event, celebrating the achievements of participants and creating a memorable closure to the RBBB literacy initiative.

Behavioral Health Technician at Valleywise Health (2023-02 – Present)

• Responsible for doing regular 15-minute bed checks on each patient, recognizing, preventing, and responding to patients who were acting as a danger to themselves or others.
• Assisted nurses with Lab draws, EKG checks, and Accuchecks.
• Assisted with the transport of patients to court hearings and doctors appointments.
• Worked alongside nursing management to train new employees and ensure they meet the behavioral codes of conduct when representing Valleywise.
• Volunteered with The 'Leave Your Mark' through the Valleywise Health Foundation with the goal of engaging peers at Maryvale.
• Led patient counseling groups such as daily meetings and recreational activities.
• Charted patient observations, following prescribed procedures and standards.
• Routinely stayed up to date on current and upcoming training, including in house phlebotomy certification.

Registered Behavioral Health Technician at Centria Healthcare (2022-11 – Present)

• Specialty focus in Early Intensive Behavioral Intervention (EIBI) for children under 6 years old.
• Managed a caseload of 5 children with Autism Spectrum Disorder within the first quarter of employment.
• Tracked and improved communication outcomes through use of Picture Exchange Communication System (PECS) and voice output devices.
• Provided patients with the ability to control anger through anger management group therapy.
• Created a tracking scale based on a research-backed, parent-suggested suite of outcomes, including communication, pain, mobility, sleep, independence, and behavior.
• Assisted with self-help skills as necessary and kept the supervisor informed of the condition of individuals receiving services.

BS in Behavioral Science – South Mountain (2023-11 – 2024-12)

AAS in Healthcare Administration – Pima Medical Institute (2019-06 – 2021-06)