Experience

Origin

• United States
• Technology, Information and Internet

• Patient Services Manager

  • Nov 2021 - Sep 2023

  Remote · Assisted Clinical Directors, Senior Clinic Coordinators, scheduling appointments, evaluated patient referrals, and triaged patient issues. · Hired, onboarded, trained, scheduled, supported, and mentored ten (10) Patient Service Coordinators who support eight (8) onsite physical therapy clinics, four (4) satellite clinics, and twelve (12) remote physical therapists. · Developed strategies and helped to translate them into specific priorities, objectives, and action plans. ·… Show more · Assisted Clinical Directors, Senior Clinic Coordinators, scheduling appointments, evaluated patient referrals, and triaged patient issues. · Hired, onboarded, trained, scheduled, supported, and mentored ten (10) Patient Service Coordinators who support eight (8) onsite physical therapy clinics, four (4) satellite clinics, and twelve (12) remote physical therapists. · Developed strategies and helped to translate them into specific priorities, objectives, and action plans. · Created an accountability system for a remote environment to ensure daily tasks are being completed. · Handled patient complaint escalations and involved other leadership team members as needed. · Developed and built KPI dashboard to report trends for patient satisfaction, concerns, and pain points to the organization. · Developed and updated policies and procedures, maintaining compliance with HIPAA, benefits administration, and general liability guidelines. · Oversight of call center compliance, phone system dashboard, and responsible for ensuring service level agreements (SLAs) are met by the team. · Engaged in ad-hoc projects through cross-functional collaboration to reach a common goal. · Started as a Front Desk Coordinator and was promoted to Community Lead then Patient Services Manager Show less



The Walt Disney Company

• United States
• Entertainment Providers
• 700 & Above Employee

• Coordinator and Operations

  • Jan 2018 - Jan 2022

  Anaheim, California, United States · Coordinate operational items for Associates and Preview Center staff including but not limited to scheduling, labor movements, and tracking of sales and incentives. · Collaborate and support leadership regarding any upcoming and day of situations that affect the operation. · Assist in onboarding of new operations team members. · Arrange and coordinate maintenance work orders with various vendors as necessary. · Built and maintained a network across Disneyland Resort and… Show more · Coordinate operational items for Associates and Preview Center staff including but not limited to scheduling, labor movements, and tracking of sales and incentives. · Collaborate and support leadership regarding any upcoming and day of situations that affect the operation. · Assist in onboarding of new operations team members. · Arrange and coordinate maintenance work orders with various vendors as necessary. · Built and maintained a network across Disneyland Resort and outside vendors who will be responsive to the needs of the business in a timely and cost-effective manner. · Assist guests who are coming in for a timeshare presentation, i.e., checking in, greeting, incentive distribution, childcare, and transportation. · Cross-functional team engagement to confirm tour bookings are done accurately. · Troubleshoot tour booking issues with the associates out in the field and leadership. · Work closely with leadership to ensure that daily tour flow has been communicated and inform them of any situations that occur. · Was promoted to a Temporary Assignment position of Coordinator after 3 months in the operations department. · Held the following job titles, Vacation Club Associate and Preview Center Cast Member

• Manager, Assistant - Disney Stores

  • Sep 2014 - Jan 2018

  Commerce & Torrance, California · Store volume: Torrance - $4M; Commerce - $6M · Supported a positive work environment that encourages creative thinking and supports risk-taking. · Understood and drove appropriate metrics to assess business performance – mystery shops score, sales equations (sales and KPIs), and controllable expenses (shrink and payroll) · Contributed to a high-energy, fast-paced environment that provides guests with an entertaining, fun, and dynamic experience. · Strengthened others through… Show more · Store volume: Torrance - $4M; Commerce - $6M · Supported a positive work environment that encourages creative thinking and supports risk-taking. · Understood and drove appropriate metrics to assess business performance – mystery shops score, sales equations (sales and KPIs), and controllable expenses (shrink and payroll) · Contributed to a high-energy, fast-paced environment that provides guests with an entertaining, fun, and dynamic experience. · Strengthened others through consistent coaching and feedback while driving productivity and morale of the team while upholding a culture that builds exceptional internal and external guest experiences. · Considered the impact of actions on an individual, team, and organizational level. · Maintained Disney brand standards in guest engagement, visual, and housekeeping. · Performed cash wrap and mobile POS duties in an efficient and timely manner while maintaining a high level of guest service. · Participated in the processing of shipments, replenishment of the sales floor, and additional operational tasks based on the needs of the business. · Held the following job titles, Cast Member and Lead

• Store Manager - Disney Stores

  • Jun 2007 - Sep 2014

  Santa Rosa, California, United States Store volume: $1.5M · Developed and led a team that drove sales resulting in a 6% increase in annual revenue in the first year and 12% in the second. · Supported a positive work environment that encourages creative thinking and supports risk-taking. · Understood and drove appropriate metrics to assess business performance – mystery shops score, sales equations (sales and KPIs), and controllable expenses (shrink and payroll) · Contributed to a high-energy, fast-paced… Show more Store volume: $1.5M · Developed and led a team that drove sales resulting in a 6% increase in annual revenue in the first year and 12% in the second. · Supported a positive work environment that encourages creative thinking and supports risk-taking. · Understood and drove appropriate metrics to assess business performance – mystery shops score, sales equations (sales and KPIs), and controllable expenses (shrink and payroll) · Contributed to a high-energy, fast-paced environment that provides guests with an entertaining, fun, and dynamic experience. · Strengthened others through consistent coaching and feedback while driving productivity and morale of the team while upholding a culture that builds exceptional internal and external guest experiences. · Considered the impact of actions on an individual, team, and organizational level. · Maintained Disney brand standards in guest engagement, visual, and housekeeping. · Performed cash wrap and mobile POS duties in an efficient and timely manner while maintaining a high level of guest service. · Participated in the processing of shipments, replenishment of the sales floor, and additional operational tasks based on the needs of the business. · Started as Cast Member and then was promoted to Assistant Manager, then Store Manager