Heather Rodriguez
Waupaca
Summary
Versatile and dynamic, with a proven track record for enhancing patient satisfaction and team performance. Excelled in HIPAA compliance and inter-department collaboration, significantly improving departmental metrics. Skilled in staff management and training, fostering a culture of continuous improvement and excellence.
Overview
11
11
years of professional experience
Work History
Call Center Representative
Noble Community Clinics
03.2025 - Current
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Utilized call tracking software to document interactions and manage follow-up tasks.
- Trained new staff on call handling protocols and company policies to ensure consistency.
- Developed scripts for common inquiries, improving communication effectiveness among team members.+
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Patient Access Registrar Team Leader
ThedaCare Physicians
07.2023 - 02.2025
- Improved patient satisfaction by efficiently registering patients and verifying insurance information
- Secured patient information and confidential medical records in compliance with HIPPA privacy rule standards to protect patient’s privacy
- Collected and entered patient demographic and insurance data into computer database to establish patient’s medical record
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Played an integral role in improving departmental performance metrics through diligent work ethic and commitment to excellence
- Assisted in training new Patient Access Registrars, sharing best practices for optimal performance
- Promoted a culture of continuous improvement by actively participating in team meetings, sharing ideas for process enhancements that benefit both team members and patients alike
- Stayed calm under pressure to and successfully dealt with difficult situations
Lead Teacher
Sunny Day Child Care
08.2022 - 07.2023
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school
- Maintained patience and level-headedness in diverse situations to support student development and personal growth
- Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success
- Planned and implemented different daily activities to enhance overall development and growth of every student
- Communicated frequently with parents about student growth and progress, recommending at-home reinforcement to support struggling students
- Organized rooms in line with current educational thinking to maximize educational opportunities for students
- Implemented assessment tools that monitored student progress throughout the year, allowing for targeted interventions when needed to close achievement gaps
Housekeeping Supervisor and Office Assistant
Spencer Lake Christian Center
03.2015 - 08.2022
- Summer help Housekeeper until March 2019 when I became Supervisor
- Completed schedules, inventory and other housekeeping documentation.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Created and implemented training programs to enhance employee performance.
- Evaluated employee performance and developed improvement plans.
- Produced high-quality communications for internal and external use.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Interacted with customers by phone, email or in-person to provide information.
- Maintained company handbook to outline policies and provide insights to company mission and values.
- Verified accuracy of business records by consistently updating customer information.
- Recognized issues prior to escalation and applied appropriate techniques for effective resolution.
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Arranged meetings and coordinated resources for use by attendees.
Education
Associate of Science - Business Administration
Globe University
Appleton, WI06-2014
High School Diploma - undefined
Waupaca High School
Waupaca, WI06-2004
Skills
- People friendly with great communication skills
- Problem-solving
- Multitasking and organization
- Team collaboration
- Team leadership
- Inter-department collaboration
- Staff Management
- Verbal and written communication
- Employee evaluations
- Team building
- Scheduling
- HIPPA compliance
- Quality Assurance Controls
- Customer service
- Filing and data archiving
- Training and development
Timeline
Call Center Representative
Noble Community Clinics
03.2025 - Current
Patient Access Registrar Team Leader
ThedaCare Physicians
07.2023 - 02.2025
Lead Teacher
Sunny Day Child Care
08.2022 - 07.2023
Housekeeping Supervisor and Office Assistant
Spencer Lake Christian Center
03.2015 - 08.2022
High School Diploma - undefined
Waupaca High School
Associate of Science - Business Administration
Globe University