Summary
Overview
Work History
Education
Skills
Timeline
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Monica Carlos

San Francisco,CA

Summary

Highly respected professional Practice Coordinator with 10 strong years in customer service administrative background. Trustworthy with strong skills working with a diverse population. Passionate about giving patients top care and ensuring they have a smooth experience throughout their visit.

Overview

10
10
years of professional experience

Work History

Practice Coordinator Intern

UCSF
08.2025 - Current
  • Handling CRM messages, phone calls ("telephone encounters")
  • Scanning, filing, organizing paperwork or digital records, ensuring documents are processed.
  • Ensuring good customer service and acting according to UCSF standards (telephone/house standards, etc.)
  • Monitor patient flow during clinic hours, ensuring that all patients receive timely care without delays.
  • Prepared and labeled lab tubes for blood collection based on test requirements.

Resident Services Coordinator

Mercy Housing
09.2022 - 12.2024
  • Assisted with daily tasks related to property management, ensuring smooth communication between residents and property management
  • Provide case management services for residents, especially those facing challenges such as homelessness, mental health issues, substance abuse, or other socio-economic hardships.
  • Work with individuals and families to create personal goals and action plans to improve their lives, such as financial planning, finding employment, or accessing health and social services.
  • Provide immediate assistance during a crisis, such as a domestic violence situation, eviction threats, or other emergencies.
  • Organize and facilitate workshops or events that focus on topics like budgeting, job readiness, health education, parenting, or life skills development.
  • Work closely with property managers and maintenance teams to ensure that resident needs are met, including handling tenant complaints, ensuring housing standards are maintained, and advocating for residents when necessary.
  • Collect and report data related to program outcomes, helping assess the impact of services on resident well-being and community health.

Case Manager

Episcopal Community Services
08.2018 - 08.2022
  • Provided intensive case management to a caseload of approx. 30 clients, both men and women with severe drug use and mental illness
  • Provide crisis intervention services to clients in urgent situations, such as housing instability, health crises, or personal emergencies.
  • Connect clients with community resources, such as mental health services, substance use treatment programs, medical care, legal assistance, financial aid, and job training programs.
  • Develop personalized case plans based on the client's needs, focusing on housing stability, mental health, substance use recovery, employment, education, and other factors. Quickly assessed and responded to a variety of situations including medical emergencies, conflict resolution and intervention Help clients navigate systems such as public benefits (CalFresh, Medi-Cal), housing applications, or legal systems (e.g., eviction prevention).
  • Facilitated monthly workshops for clients to keep them engaged and to build rapport

Case Manager/Employment Specialist

Arriba Juntos
05.2015 - 08.2018
  • Responsible for outreach, recruitment, screening, referrals, intake, enrollment, and assessed target populations to access services, resources, and self-sufficiency
  • Utilized best strategies to develop and implement employment plans and provide case management, employment assessment, referral services, job development, placement, retention services and other needed services to insure the attainment of training and/ or employment goals
  • Provided supportive services and counseling to participants, while keeping case managers and other service providers informed of clients’ needs and issues
  • Helping remove barriers: arranging or referring to supportive services (transportation, childcare, counseling) as needed.

Education

Medical Administrative Certificate -

San Francisco State University

Skills

  • Fluent in both English and Spanish
  • Apex
  • Supports smooth clinic operations through collaboration and clear communication with patients, providers and staff
  • Strong organizational and time management skills to support physicians and healthcare staff
  • Accuracy and attention to detail under pressure

Timeline

Practice Coordinator Intern

UCSF
08.2025 - Current

Resident Services Coordinator

Mercy Housing
09.2022 - 12.2024

Case Manager

Episcopal Community Services
08.2018 - 08.2022

Case Manager/Employment Specialist

Arriba Juntos
05.2015 - 08.2018

Medical Administrative Certificate -

San Francisco State University

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Monica Carlos