Elizabeth Penland
Bloomfield
Summary
Dedicated professional with a proven track record of aligning practices with organizational goals. Expertise in managing high-pressure situations and adapting to evolving challenges to strengthen company presence.
Overview
13
13
years of professional experience
Work History
PBX Operator
San Juan Regional Medical Center
Farmington
10.2025 - Current
- Efficiently managed incoming calls using multi-line phone system.
- Directed calls to appropriate departments and personnel promptly.
- Coordinated communication between medical staff and departments during emergencies.
- Collaborated with security team to ensure safety protocols during high-traffic times.
Quality Assurance Manager
VRI Interviewing
Las Vegas
02.2022 - 05.2023
- Monitored call center agents to ensure compliance with client quality standards.
- Provided coaching and feedback to enhance call quality and boost performance.
- Conducted briefings on new projects, clarifying expectations and pronunciation guidelines.
- Trained and managed agents on client monitoring projects for successful execution.
Donor Relations Specialist
Legacy Leaders
Las Vegas
09.2021 - 02.2022
- Delivered excellent customer service while building strong relationships with donors.
- Educated donors on legacy giving options, helping enhance long-term contributions.
- Assisted with donor engagement strategies and outreach initiatives.
Quality Management Monitor
Precision Opinion
Las Vegas
11.2020 - 09.2021
- Promoted from research associate to quality management monitor due to exceptional performance.
- Conducted call quality audits to ensure compliance with company and client standards.
- Provided documentation and coaching to improve productivity and service quality.
- Motivated call center representatives to uphold high-performance standards.
Medical Assistant
Sunrise Medical Group
Albuquerque
10.2019 - 12.2019
- Facilitated seamless clinic operations by assisting physicians with procedures and patient care.
- Triaged patients and efficiently managed appointment scheduling to optimize workflow.
- Conducted post-procedure follow-ups while supporting clerical tasks.
Accounts Receivable Specialist
PMS
Albuquerque
06.2019 - 10.2019
- Investigated and resolved unpaid medical claims, securing timely payments.
- Identified errors and submitted corrections to insurance providers for accurate processing.
Message Center Secretary
UnityPoint Health
Des Moines
08.2013 - 07.2015
- Directed calls across four major hospitals, facilitating efficient communication and support for patient care.
- Managed emergency answering service, ensuring timely and accurate responses in high-pressure situations.
- Trained new employees on call handling procedures and documentation standards, enhancing team readiness and service consistency.
Education
A.A. - ADMINISTRATIVE HEALTH CARE
UNIVERSITY OF PHOENIX
LAS VEGAS, NV06-2009
Skills
- Multi-line systems
- Call handling
- Customer service
- Data entry
- Records management
- Typing skills
- Attention to detail
- Time management
- Problem solving
- Verbal communication
- Professional communication
Timeline
PBX Operator
San Juan Regional Medical Center
10.2025 - Current
Quality Assurance Manager
VRI Interviewing
02.2022 - 05.2023
Donor Relations Specialist
Legacy Leaders
09.2021 - 02.2022
Quality Management Monitor
Precision Opinion
11.2020 - 09.2021
Medical Assistant
Sunrise Medical Group
10.2019 - 12.2019
Accounts Receivable Specialist
PMS
06.2019 - 10.2019
Message Center Secretary
UnityPoint Health
08.2013 - 07.2015
A.A. - ADMINISTRATIVE HEALTH CARE
UNIVERSITY OF PHOENIX