Cynthia D. Vela
Austin,TX
Summary
Versatile healthcare professional with 12 years of multi-sector experience across customer service, clinical support, and state-level program management. As a detail-oriented Patient Service Representative with 4 years in high-traffic medical environments, I excel at accelerating intake through precise insurance verification and EHR management. I am a proven multitasker who thrives in high-pressure settings, seamlessly transitioning between administrative duties and clinical procedure support while maintaining a warm, empathetic communication style. Fully available for weekend and holiday shifts to meet critical operational needs
Overview
1
1
Certificate
28
28
years of professional experience
Work History
Constituent Affairs Specialist
Office of the Attorney General of Texas
Austin, TX
02.2023 - 03.2026
- Proactive Resolution: Improved customer satisfaction by resolving complex public inquiries and complaints with empathy and efficiency. Provided referrals to social services to other state agencies.
- Crisis Management: Maintained high levels of professionalism while de-escalating high-stress phone calls and resolving disputes.
- Operational Support: Streamlined workflow by collaborating with team members to establish best practices for consistent service delivery across the agency.
- Cross trained: with switchboard. Answered incoming calls and directed them as needed.
Program Specialist I
TDCJ
Austin, Texas
06.2020 - 01.2023
- Provided expert consultative services and technical assistance to agency staff, governmental bodies, and community organizations to support program goals. Trained personnel on virtual platforms.
- Contributed to the planning, development, and implementation of statewide programs, ensuring alignment with agency objectives.
- Utilized TRAS (Texas Risk Assessment System) to evaluate and certify drug/alcohol defendants for placement in appropriate state-run programs.
- Served as a primary technical resource for the public and external stakeholders regarding program requirements and implementation.
Public Safety Dispatcher
LCRA Police Dept.
Austin, TX
10.2019 - 06.2020
- Wide-Scale Monitoring: Coordinated emergency communications across 39 counties, overseeing security for 42 parks, 25 hydro facilities, and critical electric infrastructure.
- Emergency Liaison: Processed high-volume emergency calls, acting as a vital link between the public and police/fire/EMS units using CAD and TLETS systems.
Parking Enforcement Officer|911 DISPATCHER
St. Edward's University Police Department
Austin, TX
04.2015 - 07.2019
- Served a small population at a private University. As a Parking Enforcement Officer, I ensured the safety, wellbeing and security of all personnel, students, and visitors on campus. Enforced the university's rules and regulations regarding the parking of vehicles on private campus property.
- As a Telecommunications Officer I was tasked with gathering essential information from callers and dispatching the appropriate first responders to the scene of the emergency.
Referral Specialist
Superior Health Plan/Aerotek Temp. Service
Austin, TX
10.2014 - 12.2014
- I provided services to government sponsored healthcare programs and focused on underinsured or uninsured individuals. Monitored utilization of medical services for Medicaid/STAR/STAR PLUS products to assure cost effective use of medical resources through processing prior authorizations.
- A managed health care company.
Security Coordinator
Travis County Sheriff's Office
Austin, TX
12.2007 - 09.2014
- I delivered maximum security and control of the jail facility, inmates, and public while using monitoring equipment, handheld metal detectors and full body x-ray equipment. I worked in several control rooms to include: TCJ, Booking, Admin. Control, Visitation Center at Del Valle and Building 12.
Collections representative
Austin Radiological Association
Austin, TX
08.2007 - 12.2007
- Resolved outstanding medical imaging balances, minimize aging debt, and manage an active inventory of accounts with no backlog.
Doctor assistant/Front Desk
Dr. Kristyn Fagerberg/Family Practice
Bee Cave, TX
09.2003 - 09.2006
- Compassionate Patient Service Representative with 3 years of experience in high-volume healthcare settings. Proven track record in streamlining patient intake, managing complex insurance verifications, and providing clinical assistance. Expert at maintaining data integrity in EHR systems while delivering a welcoming and professional patient experience.
- Optimized patient throughput by accurately preparing exam rooms and rooming patients, including the recording of vital signs such as blood pressure, temperature, and weight.
- Delivered seamless clinical assistance to physicians during various medical procedures, ensuring strict adherence to safety protocols and infection control standards.
- Acted as a patient advocate, guiding individuals through facility policies and helping them navigate healthcare decisions to improve overall satisfaction.
- Spearheaded front-office registration, accurately collecting demographic data and obtaining necessary signatures on ER consent forms to ensure full legal compliance.
- Maintained 100% accurate health records by updating Electronic Health Records (EHR) and billing software with scanned medical reports and signed documentation.
- Safeguarded patient privacy in accordance with DSHS and HIPAA regulations while managing the secure filing and authorized release of medical records.
- Facilitated efficient revenue collection by verifying insurance benefits and securing required referrals for HMO patients prior to treatment.
911 Operator
Austin Police Department
Austin, TX
01.1998 - 08.2003
- Responsible for providing emergency communication responses to citizens and entering critical data into the police CAD system.
- Emergency Call Handling: Receives, answers, and manages incoming emergency 911 and non-emergency calls from the public.
- Information Gathering: Interviews panicked or distressed callers to determine the exact nature, location, and severity of the incident.
- Data Entry: Enters concise data rapidly into the Computer Aided Dispatch (CAD) system.
- Triage and Routing: Codes complaints, determines agency involvement (Police, Fire, or EMS), and routes or transfers the calls to respective dispatchers.
- Accessibility Services: Operates TDD/TTY devices for hearing-impaired callers and utilizes the Language Line for non-English speakers.
Education
Texas Peace Officer Sequence -
03-2024
Master's Work-Liberal Arts Degree -
St. Edward's University
Austin08-2016
Bachelor of Arts - Criminal Justice, Minor in Spanish
St. Edward's University
Austin12-2010
Skills
- Insurance Verification
- Appointment Scheduling
- Medical Coding (ICD-10/CPT)
- HIPAA Compliance
- Referral Management
- Vital Signs
- Procedure Assistance
- Patient Triage
- Medical Terminology
- Microsoft Office Suite (Expert)
- Adobe Acrobat DC
- WebPas
- Cisco Finesse
- Jabber
- CAD (ARMS, AEGIS, Tiburon)
- TLETS/NLETS
- TCIC/NCIC
- OMNIXX
- Koetter/Siemens Alarm Systems
- Adani Full Body X-Ray Scanners
- Blackboard Access
Certification
- TCOLE: Telecommunications Operator Intermediate License
- TCOLE Jailer License
- TRAS Certified
- Level II Non-Commissioned Security Officer
- Notary Public
Timeline
Constituent Affairs Specialist
Office of the Attorney General of Texas
02.2023 - 03.2026
Program Specialist I
TDCJ
06.2020 - 01.2023
Public Safety Dispatcher
LCRA Police Dept.
10.2019 - 06.2020
Parking Enforcement Officer|911 DISPATCHER
St. Edward's University Police Department
04.2015 - 07.2019
Referral Specialist
Superior Health Plan/Aerotek Temp. Service
10.2014 - 12.2014
Security Coordinator
Travis County Sheriff's Office
12.2007 - 09.2014
Collections representative
Austin Radiological Association
08.2007 - 12.2007
Doctor assistant/Front Desk
Dr. Kristyn Fagerberg/Family Practice
09.2003 - 09.2006
911 Operator
Austin Police Department
01.1998 - 08.2003
Texas Peace Officer Sequence -
Master's Work-Liberal Arts Degree -
St. Edward's University
Bachelor of Arts - Criminal Justice, Minor in Spanish
St. Edward's University
Honors And Awards
Dean's List, St. Edward's University, 1993
Languages
Spanish, Fluent
Honors And Awards
Dean's List, St. Edward's University, 1993