Evelyn Gonzales

• Mentored new hires, enhancing staff development and increasing productivity.
• Provided personalized, one-on-one coaching to help employees reach their full potential.
• Delivered constructive feedback and best practice training to support professional growth.
• Assessed training effectiveness by tracking participant progress and gathering feedback for continuous improvement.
• Boosted trainee engagement through interactive workshops and hands-on activities.
• Led process improvement initiatives, including change management and implementation of new workflows.
• Spearheaded organizational rollouts and development strategies to optimize efficiency.
• Partnered with Business Directors, Regional Leaders, and the Transformation Process Improvement Team (Kaizen) to implement standardized processes and drive continuous improvement.
• Supported PDSA (Plan-Do-Study-Act) initiatives in multiple workgroups, ensuring effective implementation of process changes.
• Developed financial wellness strategies for HealthPoint Organization, focusing on cost reduction and achieving targeted outcomes.
• Collaborated with patient accounts to ensure claim readiness and optimize revenue cycle management.
• Led onboarding, talent development, recognition, and performance evaluation for Float PSRs.
• Created and implemented standard operating procedures for the PSR/Front Office while establishing priorities.
• Conducted audits to ensure accuracy and quality of daily PSR/ Front Office operations, providing performance feedback to leadership.
• Organized and led monthly PSS Front Office Supervisor meetings to align teams and drive operational excellence.
  Delivered in-person and virtual support to PSR/Front Office teams, Supervisors, and Site Managers.
• Served as a Subject Matter Expert and advisor, providing guidance and expertise across the organization.
• Designed and developed comprehensive training materials to enhance employee knowledge and performance.
• Acted as an All Staff Committee influencer, driving engagement and fostering a positive work culture.

• Responsible of all hiring, coaching, performance evaluation, staff development and direct supervision of 12 front office staff members.
• Successfully process and approve timesheets for 12 front office staff members every two weeks and served as a back up to manage 40+ timesheets for the rest clinic when manager is out of the clinic.
• Increased front office productivity by implementing LEAN practices such as: 5S, standard work, workflows, and adopting PDSAs outcomes.
• Worked multiple reports daily to track the progress and quality of work.
• Closely monitor daily providers’ productivity to ensure daily visit goals are met for both medical and dental.
• Successfully coached, trained staff to consistently reduce insurance verification errors and 167 errors.
• Responsible for ordering and keeping inventory of office supplies, printing and, printer supplies and patients’ relations accounts as well.
• Efficiently completed all ordinary front office duties to be able to jump in and help as needed for both medical & dental including but not limited to- check-in patients, accurate data entry, appointment scheduling, task box management, insurance verification, and obtaining payments. Providing Whole person care to every patient, every time.
• Help manager with additional duties to help clinic meet deadlines such as: track clinic productivity, budget, discuss progress reports, audits, LEAN observations, and meetings.
• Resolve patient and customer complaints in timely and effective matter to maintain loyalty and integrity of business on daily basis.
• Lead daily virtual huddle to increase awareness of operations of the day as well as praise and give Kudos to staff based on wonderful outcomes.
• Ensure to close every month with the lowest unbilled.
• Submit Prior Authorizations for Dental procedures.
• Ensure SRP frequency is checked on every dental patient.
• Submit weekly Good Faith Estimates for medical and dental.
• Process both medical, and dental charges.

As a QIC my role is to monitor quality measures at the clinic level to ensure we are on track to meet HealthPoint targets. I encourage staff to engage, or try new ideas to test, and implement if they work. Some of my assigned duties are:

• Monitor Quality Measures
• Track High Risk Patients
• Coordinate the Breast and Cervical & Colon Health Program
• Patient Advocacy for Tukwila Clinic including Medical/Dental
• Leadership/Support Role in clinic
• Clinic Cheerleader- Continuing engaging staff
• Try new PDSA's and Implement New Work Flows
• Delegating Monthly Recalls to Staff
• Coordinate Mammogram Days

Client Services Representative

• Assist clients with insurance enrollment and educate client about insurance benefits.
• Connect clients with resources and help with application for DSHS programs, state programs, insurance, and other resources needed.
• Program managing, organizing enrollment events.
• Provide excellent customer service to patients.
• Public Speaking
• Community and Clinic Outreach
• Presenting during morning huddles
• Organizing Outreach Events
• Scheduling Appointment

• Greeted all patients with kindness and excellent customer service
• Checked in patients at the Front Desk and timely fixed any issues ensuring smooth clinic flow
• Ran insurance verifications for the upcoming day, reaching out to Client Service Representative as needed to help patients with any barriers to their individual insurance situation
• Enrolled eligible patients into MyHealthPoint Patient Portal and explained the benefits of the program for maximum patient satisfaction
• Updated demographic information in patient charts for effective future communication between the patient and clinic staff
• Coordinated with Medical Assistants, Providers, Supervisor and Manager to guarantee the patient is always a top priority in all clinical aspects
• Sorted and processed incoming faxes and prescription refill requests
• Scheduled, rescheduled and cancelled patient appointments
• Handled incoming patient STAT calls from Call Center
• Followed code blue medical emergency procedure while keeping patients calm
• Managed task box, error reports and recall meeting deadlines

• Responsible for processing inbound calls, making medical appointments, contacting patient via phone on behalf of Sea Mar, taking messages, etc. in a fast paced environment.
• Answering front line calls from customers. Handling any customer complaints
• Responding to customer email or telephone inquiries. Ensuring high quality and accuracy of work as a call center staff. Being visible and ready to assist call center staff
• Insurance verification, and Accounting

• Deep tissue massage, Therapeutic massage, Sports massage, Stone massage, Reflexology and spa wet treatment including body wraps and scrubs.
• Massage knead muscles and soft tissues of the body to provide treatment for medical conditions, injuries, or wellness maintenance. Maintain treatment records. Develop and propose client treatment plans that specify which types of massage are to be used

• Worked with fluoroscopy
• Refill prescriptions
• Served as a medical assistant
• Order supplies, trained employee's, triaged patients, room patients, schedule procedures.