Phone Customer Service Consultant & SOP Developer at California Pain Consultants (2025-11 – Present)
- Conducted a comprehensive review of all departments and call agents to evaluate communication standards and establish performance baselines.
- Created and implemented a unified Standard Operating Procedure (SOP) for all staff taking phone calls, driving consistency and quality across the patient experience.
- Partnered with leadership to develop a separate, specialized SOP for the Personal Injury department to streamline day-to-day operational workflows and case management.
National Project Consultant at National Auto Sport Association (2025-02 – 2025-10)
- Directed national project coordination for the official Tire Testing Program, requiring detail-oriented problem-solving.
- Developed and implemented a structured warranty/claim system to address customer issues, ensuring timely resolution and reducing organizational liability.
New Patient and Procedure Coordinator at Texas Pain Care (2023-10 – 2025-02)
- Coordinated and scheduled a high volume of patient procedures and surgeries, spearheading significant financial growth, increasing procedure payments from $85,000 to $120,000 per month by restructuring scheduling and patient flow.
- Provided patients with clear, timely instructions on procedure preparation and follow-up requirements, and accurately communicated financial obligations and insurance-related details.
- Worked closely with providers to ensure proper scheduling, including managing physician orders to surgical facilities.
- Successfully rebuilt the New Patient and Procedure scheduling departments, quickly scaling operations to support the hiring of multiple providers.
Executive Assistant / Advanced Procedure Coordinator at Pain Doctor, Inc. / Arizona Pain Specialists (2011-06 – 2022-12)
- Served as an Advanced Procedure Coordinator, successfully coordinating complex spinal procedures (e.g., Spinal Cord Stimulators), which required meticulous review of insurance guidelines, documentation, and securing surgical block time at affiliated surgical centers.
- Turned around the New Patient Department, increasing scheduled new patients from 15-20 to 40-50 per day by implementing streamlined workflows.
- Managed 300+ daily inbound calls, responding promptly to patient inquiries regarding scheduling issues via phone and email.
- Behavioral Health Coordinator (Mar 2019 - Mar 2020): Took over the department, researched and implemented a telemedicine solution, and re-organized schedules, leading to a 50%+ growth.
- Resolved a complex fraudulent credit transaction case totaling $33,000, demonstrating exceptional integrity and compliance with organizational standards.
