Kathy Flores
Mount Prospect,IL
Summary
Dynamic Patient-Centered Operations Support Specialist with over 10 years of customer-facing experience in healthcare and retail environments, fluent in English and Spanish. Proven track record of delivering exceptional service through accuracy, professionalism, and collaborative problem-solving, all aimed at enhancing the patient experience. Currently pursuing a Master of Health Services Administration (MHA) degree, expected in 2026, complementing a Bachelor’s degree in Rehabilitation Science. Committed to leveraging expertise to drive operational excellence and improve patient outcomes.
Overview
12
12
years of professional experience
Work History
Operations Support Specialist
ATI Physical Therapy
Elmhurst, IL
03.2022 - Current
- Greet and check in 20+ patients daily in person and by phone; verify insurance, collect co-pays, and complete electronic intake to support efficient clinic flow
- Provide direct patient care under clinician supervision, prepare treatment areas, and assist with therapeutic exercise to ensure safe, and high quality care
- Triage patient concerns and promptly escalate clinical or scheduling issues to clinicians and clinic directors, improving patient experience and reducing delays
- Coordinate appointment adjustments, confirmations, and follow-ups; maintain accurate EMR documentation to support billing and continuity of care
Beauty Advisor
Ulta Beauty Inc.
Niles, IL
10.2018 - Current
- Advise customers on skincare and cosmetics, tailoring product recommendations to individual needs to build rapport and encourage repeat business
- Convert 70% of upsell opportunities by promoting complementary products and services, contributing to increased store revenue
- Finalize >30 purchases per shift and process payments accurately while cash handling and POS reconciliation procedures
- Maintain product counters and displays to brand standards, ensure a clean, organized and inviting shopping environment
Floral Clerk
Jewel-Osco
Niles, IL
06.2014 - 12.2018
- Enhanced customer satisfaction through expert recommendations on flower pairings and greenery options for arrangements.
- Resolved customer inquiries and managed complaints through in-person and phone interactions.
- Instructed customers on proper care, maintenance, and handling of diverse flowers, foliage, and plants.
Education
Master's - Health Services Administration
National Louis University
Chicago, IL04.2026
Bachelor of Science - Rehabilitation Science
University of Illinois At Chicago (UIC)
Chicago, IL05.2021
Associate of Arts - Liberal Arts
Oakton Community College
Des Plaines, IL05.2018
Skills
- Customer and personal service
- Adaptable
- Effective team collaborator
- Reliable
- Skilled in high-pressure environments
- Proactive self-starter
- Effective multitasking skills
- Motivated mindset
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Operations Support Specialist
ATI Physical Therapy
03.2022 - Current
Beauty Advisor
Ulta Beauty Inc.
10.2018 - Current
Floral Clerk
Jewel-Osco
06.2014 - 12.2018
Bachelor of Science - Rehabilitation Science
University of Illinois At Chicago (UIC)
Associate of Arts - Liberal Arts
Oakton Community College
Master's - Health Services Administration
National Louis University