Elizabeth Caldwell
Rio Rancho,NM
Summary
Dynamic professional with a diverse background in customer service, law enforcement, and healthcare, offering a unique blend of skills and experiences. Early career began as a hostess, progressing through various customer service roles before serving in the Military Police Corps as a Correctional Specialist. Transitioned to civilian life as a Peace Officer and Detention Officer, later pursuing a passion for the medical field by training as a Medical Assistant. Demonstrates a strong ability to connect with individuals from all walks of life, exhibiting exceptional listening skills and an aptitude for providing accurate information and guidance, even in high-pressure situations.
Overview
23
23
years of professional experience
Work History
Care Coordination
Presbyterian Health Plan
01.2021 - 01.2026
- Streamlined care management processes, leading to more efficient patient care coordination and managing 500+ patients.
- Facilitated communication between clients and healthcare providers, ensuring accurate information exchange and care coordination making an average of 40 calls per day.
- Assisted in the development of quality improvement initiatives, resulting in enhanced efficiency of medical care coordination processes.
Presbyterian Specialty Clinic Trainer
Presbyterian Health Plan
05.2018 - 01.2021
- Developed and implemented training programs for healthcare staff to enhance service delivery in 7 different Specialty Clinics.
- Facilitated workshops focusing on compliance, best practices, and patient care strategies conducting 2 to 4 new hire trainings per quarter.
- Evaluated employee performance through assessments and feedback to identify development needs.
- Collaborated with cross-functional teams to ensure alignment of training objectives with organizational goals.
Presbyterian Clinic Scheduling
Presbyterian Health Plan
11.2017 - 05.2018
- Self-motivated, with a strong sense of personal responsibility and maintaining 100% with quality scores.
- Worked effectively in fast-paced environments - averaging 100 calls per day.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Customer Service Representative
Presbyterian Health Plan
07.2015 - 11.2017
- Completed state required annual health risk assessments for identified populations and completing 80 or more per week.
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction levels.
Temp Worker
Excel Staffing Agency
08.2015 - 07.2016
- Contributed positively to workplace morale by maintaining a professional and positive attitude in all 3 temporary assignments.
- Assigned and found permanent position with Presbyterian Cooper Call Center.
- Supported company growth by quickly adapting to new roles and industries, showcasing versatility as a Temp Worker.
Independent Contractor
Davis Innovations
04.2015 - 07.2015
- Work from home supporting projects and contracts for Davis Innovations. Stay self-motivated to manage calls and appointments with individuals to meet project needs. Document events and conversations, conduct approximately 5-8 in home surveys or interact with necessary contacts, and enter information into the required databases managing 300 + caseload. Travel when needed and keep accurate, up-to-date records of activities and progress. Submit end-of-week reports on time to help track the
- Developed and implemented effective project management strategies to optimize resource allocation.
Medical Assistant and Receptionist
Corrales Family Practice
11.2009 - 03.2011
- Performed triage on patients before seen by the doctor. Performed necessary tests needed for patient’s appointment, ie, EKG, eye exam, pulmonary function test. Administered ordered shots or medications. Stocked all rooms with necessary equipment and paperwork. Scheduled appointments, made appointment reminder calls, and noted patient’s accounts. Opened and closed out cash drawer. Kept all rooms and working areas cleaned and sanitized, (sanitizing before and after use).
- Educated patients on treatment plans and preventive care measures to improve health outcomes.
Retention Specialist
Sprint Call Center
04.2008 - 12.2008
- Listening to customers and resolving their issues, calming down upset callers, and promoting sales and other services.
- Developed and implemented customer retention strategies to enhance loyalty and reduce churn.
Cashier
Shell/Conoco Gas Station and Convenient Store
03.2007 - 03.2008
- Responsible for opening and closing the register, cleaning and restocking the store, and providing excellent customer service by greeting every customer who enters.
- Processed customer transactions efficiently using point-of-sale systems.
Detention Officer/Peace Officer
Sandoval County Detention Center
08.2005 - 02.2007
- Responsible for the custody and control of inmates and detainees, with a solid grasp of Standard Operating Procedures, fire and emergency protocols, and bomb threat procedures. Handled in-processing and release of inmates and their property, using proper 10-codes and the phonetic alphabet. Escorted inmates, staff, and visitors throughout the facility, and prepared end-of-shift reports, disciplinary and observation reports, as well as activity logs.
- Supervised daily inmate activities, ensuring compliance with facility regulations.
31B, Correctional Specialist
US Army, Military Police Corp
01.2003 - 05.2005
- Responsible for custody and control of inmates with a solid grasp of all emergency procedures. Conducted walk-through counts and reports with Captains and Sergeant Majors, handled inmate processing and release, and contributed to the 2004 ACA accreditation at Camp Humphreys Correctional Facility in Korea. Supervised work details for both inmates and soldiers, counseled soldiers, and led daily physical training sessions. Wrote daily logs along with incident, disciplinary, and observation reports, maintained accountability for soldiers in my squad during formations, and assisted with room inspections and barracks walk-throughs.
- Trained staff on compliance with federal regulations and best practices in correctional management.
Education
Some College (No Degree) - English, Art History
University of New Mexico
Albuquerque, New MexicoMedical Assistant
ATI
Albuquerque, New Mexico02.2010
US Army
Basic Training And AIT, Fort Leonard Wood
Missouri03.2003
New Mexico Youth Challenge Academy
Roswell, New Mexico01.2001
Skills
- Office software proficiency
- Proposal writing and review
- Service-oriented approach
- Effective relationship building
Timeline
Care Coordination
Presbyterian Health Plan
01.2021 - 01.2026
Presbyterian Specialty Clinic Trainer
Presbyterian Health Plan
05.2018 - 01.2021
Presbyterian Clinic Scheduling
Presbyterian Health Plan
11.2017 - 05.2018
Temp Worker
Excel Staffing Agency
08.2015 - 07.2016
Customer Service Representative
Presbyterian Health Plan
07.2015 - 11.2017
Independent Contractor
Davis Innovations
04.2015 - 07.2015
Medical Assistant and Receptionist
Corrales Family Practice
11.2009 - 03.2011
Retention Specialist
Sprint Call Center
04.2008 - 12.2008
Cashier
Shell/Conoco Gas Station and Convenient Store
03.2007 - 03.2008
Detention Officer/Peace Officer
Sandoval County Detention Center
08.2005 - 02.2007
31B, Correctional Specialist
US Army, Military Police Corp
01.2003 - 05.2005
Some College (No Degree) - English, Art History
University of New Mexico
Medical Assistant
ATI
US Army
Basic Training And AIT, Fort Leonard Wood
New Mexico Youth Challenge Academy