DESTINY CAVAZOS
Manor
Summary
Compassionate, tech-savvy healthcare support professional with experience in care coordination, EHR navigation, and high-volume patient communication across telehealth and clinical settings. Proven success in leading care teams, managing escalations, and ensuring HIPAA-compliant workflows in remote-first environments. Skilled in enhancing patient experience through affirming, inclusive communication and optimizing scheduling and support operations in fast-paced, startup and enterprise environments.
Overview
8
8
years of professional experience
Work History
Senior Care Coordinator
Henry Meds
09.2023 - Current
- Scheduled and coordinated patient appointments with 100% QA accuracy, ensuring adherence to protocols and a seamless patient experience.
- Answered patient questions via phone, email, and chat; calmly de-escalated concerns and triaged medical inquiries to licensed staff without offering medical advice.
- Facilitated accurate data flow between patients, providers, and internal systems by uploading documents and maintaining records in the EHR.
- Coordinated lab orders and worked with patients to manage their lab needs and ensure timely delivery of results.
- Resolved over 50 Zendesk tickets weekly, handling complex issues and escalations with affirming and empathetic communication.
- Trained and supervised care coordinators, led meetings, and developed internal policies and scripts to standardize patient communication.
- Conducted QA audits and monitored support trends to identify improvements in tools, workflows, and patient satisfaction.
- Collaborated with providers and cross-functional teams to optimize remote-first care delivery in a rapidly growing startup environment.
- Verified identity and appointment details to detect and prevent fraudulent activity, safeguarding patient privacy in compliance with HIPAA.
Quality Assurance Analyst
Accenture
03.2021 - 09.2023
- Reviewed content and policy compliance for appeals related to digital ads and online safety.
- Maintained over 95% accuracy in QA performance while managing high-volume analysis workloads.
- Collaborated across teams to improve moderation quality and policy alignment.
- Provided detailed feedback to content creators, supporting content integrity and safety across platforms.
Store Manager
Scrubs & Beyond
04.2020 - 03.2021
- Exceeded sales targets and managed daily operations including inventory, payroll, and team leadership.
- Trained and mentored new employees while providing hands-on customer support tailored to individual needs.
- Enhanced customer satisfaction by resolving product concerns and improving service flow.
Customer Service Specialist
EcoClean
03.2019 - 03.2020
- Delivered responsive, multi-channel support via phone, email, and chat; dispatched service drivers and coordinated customer requests.
- Resolved customer disputes and processed claims with empathy and professionalism.
- Managed third-party contractor communication and turnaround timelines.
Customer Service Representative
TxTag
05.2017 - 02.2019
- Handled 100+ customer interactions daily in a high-volume call center.
- Accurately entered data and maintained compliance with evolving systems and workflows.
- Supported new employee training through mentorship and nesting program participation.
Education
High School Diploma -
John B. Connally High School
Austin, TXSkills
- Care Team Supervision
- Patient Scheduling
- Electronic Health Records (EHR)
- HIPAA Compliance
- Zendesk & Jira
- Remote Team Collaboration
- Multichannel Patient Support
- Quality Assurance & Audit
- Escalation Resolution
- Inclusive & Affirming Communication
- Training & Onboarding
- Fraud Prevention
- Process Improvement
- Adaptability in Fast-Paced Environments
References
References available upon request.
Timeline
Senior Care Coordinator
Henry Meds
09.2023 - Current
Quality Assurance Analyst
Accenture
03.2021 - 09.2023
Store Manager
Scrubs & Beyond
04.2020 - 03.2021
Customer Service Specialist
EcoClean
03.2019 - 03.2020
Customer Service Representative
TxTag
05.2017 - 02.2019
High School Diploma -
John B. Connally High School
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