JOHANNA MENDOZA
Anaheim,USA
Summary
Senior administrative assistant with extensive experience in managing multiple tasks and optimizing workflows. Proven ability to communicate effectively and maintain organization in fast-paced environments. Recognized for strong work ethic, adaptability, and exceptional interpersonal skills. Demonstrated success in mastering new skills independently and contributing to team objectives.
Overview
22
22
years of professional experience
Work History
SR. ADMINISTRATIVE ASSISTANT
Hoag Memorial Hospital Presbyterian
Newport Beach, CA
10.2019 - Current
- Utilized electronic health record systems for efficient management of patient information.
- Coordinated office activities to streamline administrative processes.
- Facilitated interdepartmental communication to promote workflow efficiency.
- Compiled data into organized formats for precise reporting.
- Managed office supply inventory, placing orders as necessary.
- Handled and distributed correspondence, ensuring timely delivery of emails and packages.
- Assisted with Epilepsy Program, collaborating on inpatient admissions and accreditation requirements.
- Prepared and distributed meeting agendas and minutes in a timely manner.
- Updated and implemented administrative and executive support policy changes and monitored effects.
FRONT OFFICE ASSISTANT III
HMG, HMTS Sand Canyon Internal
Irvine
05.2018 - 10.2019
- Facilitates registration and scheduling process for patients presenting to HMG-HMTS: Greets visitors promptly and courteously, using eye contact upon their arrival to HMG-HMTS
- Answers phones and assists patients, consistently providing timely and accurate information for patients, physicians, organization and personnel
- Compiles and prepares chart to ensures that all patient forms are correct and completed
- Accurately process payments and provides written/printed receipt
- Responsible for requesting and receiving Medical Records, scanning them in appropriate sections of chart and utilizing that data to help physicians
- Local travel between various organization locations when need help with extra coverage.
FRONT OFFICE ASSISTANT III
HOAG MEMORIAL HOSPITAL PRESBYTERIAN, HMTS Aliso Viejo Family Medicine
Aliso Viejo
08.2016 - 05.2018
- Facilitates registration and scheduling process for patients presenting to HMG-HMTS: Greets visitors promptly and courteously, using eye contact upon their arrival to HMG-HMTS
- Answers phones and assists patients, consistently providing timely and accurate information for patients, physicians, organization and personnel
- Compiles and prepares chart to ensures that all patient forms are correct and completed
- Accurately process payments and provides written/printed receipt
- Responsible for requesting and receiving Medical Records, scanning them in appropriate sections of chart and utilizing that data to help physicians
- Local travel between various organization locations when need help with extra coverage.
Call Center Supervisor
LABELL EXCHANGE
Santa Ana
02.2010 - 08.2016
- Supervised call center agents to ensure adherence to company policies.
- Prepared reports on team performance, customer feedback, and operational metrics for senior management.
- Monitored call metrics and provided feedback for continuous improvement.
- Resolved escalated customer inquiries with effective communication strategies.
- Conducted regular team meetings to foster collaboration and share updates.
- Managed conflict resolution among team members to maintain a positive work environment.
- Provided guidance, training, coaching and mentoring to call center team members.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Identified areas where additional training was needed among existing staff members.
Call Center Representative
TAB ANSWER NETWORK
Santa Ana
12.2003 - 01.2010
- Managed high-volume inbound calls to resolve customer inquiries efficiently.
- Utilized CRM software to document and track customer interactions accurately.
- Collaborated with team members to improve communication and service delivery.
- Addressed customer complaints with empathy and provided suitable solutions.
- Monitored call quality to ensure adherence to company standards consistently.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
Skills
- Epic program management
- Microsoft Office proficiency
- Attention to detail
- Process optimization
- Electronic health records management
- Interdepartmental communication
- Meeting coordination
- Supply inventory management
- Insurance verification
Timeline
SR. ADMINISTRATIVE ASSISTANT
Hoag Memorial Hospital Presbyterian
10.2019 - Current
FRONT OFFICE ASSISTANT III
HMG, HMTS Sand Canyon Internal
05.2018 - 10.2019
FRONT OFFICE ASSISTANT III
HOAG MEMORIAL HOSPITAL PRESBYTERIAN, HMTS Aliso Viejo Family Medicine
08.2016 - 05.2018
Call Center Supervisor
LABELL EXCHANGE
02.2010 - 08.2016
Call Center Representative
TAB ANSWER NETWORK
12.2003 - 01.2010
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