Laura Aguilar Mendoza
Kennewick
Summary
Organized and reliable administrative professional experienced in scheduling and staff coordination. Known for exceptional communication and problem-solving skills, contributing to a respectful and efficient workplace. Expertise in maintaining HIPAA compliance while delivering compassionate care and service.
Overview
18
18
years of professional experience
Work History
Administrative Assistant/Scheduler
Reliable Health Care
07.2022 - Current
- Handle all scheduling of client shifts connecting them with the proper employees.
- Managed all scheduling tasks, including stepping in for CNA shifts to ensure full coverage.
- Shared on-call duties on a daily rotating basis to ensure coverage.
- Handled incoming calls for staff call outs after hours and weekends to maintain staffing levels.
- Schedule Personal Care Assistants and develop daily tasks/assignments.
- Serve as point-of-contact during shifts for communication with families, physicians, and supervisors.
- Assisted with staff onboarding, in-service training, and orientation to ensure compliance and readiness.
- Fostered a positive and respectful team-oriented environment through active collaboration and support.
- Engaged with residents and families, demonstrating professionalism, empathy, and attentive care.
- Ensured compliance with Residents' Rights while strictly maintaining confidentiality in accordance with HIPAA regulations.
Contact Tracer
State of California-The Computer Merchant
11.2021 - 05.2022
- Collected and recorded information on symptoms into the CRM system.
- Provided contacts with approved information on state/local quarantine procedures, and, if appropriate, refer them to testing according to protocol (and/or to a COVID-19 Care Resource Coordinator for social resources).
- Followed the script to inform contacts about the importance of quarantine, and what to do if symptoms developed.
- Called newly diagnosed patients.
- Communicated with contacts in a professional and empathetic manner.
- Developed, implemented, and evaluated health education programs targeted towards school, community, and/or selected groups; assess community needs and priorities through analysis of program results, client records, journals and other community resources.
- Attended on-line trainings and meetings mandated by the California State Health Department.
- Collaborate in the development of and contribute to individual, team, and departmental improvement and evaluation activities.
- Practiced CICARE phone etiquette during all phone interactions.
- Acted as a role model, verbally and behaviorally demonstrating skill, enthusiasm, positive problem solving, commitment and loyalty to the profession and the organization.
- Followed applicable regulations: Joint Commission, OSHA, HIPAA, CLIA and PCMH.
- Served and protected the practice by adhering to professional standards, policies and procedures, federal, state, and local requirements, and Healthcare Organization standards.
- Performed remote work duties to support team objectives.
Contact Tracer
State of Washington through Aerotek
01.2021 - 08.2021
- Collected and recorded information on symptoms into the CRM system.
- Provided contacts with approved information on state/local quarantine procedures, and, if appropriate, referred them to testing according to protocol (and/or to a COVID-19 Care Resource Coordinator for social resources).
- Followed the script to inform contacts about the importance of quarantine, and what to do if symptoms developed.
- Communicated with contacts in a professional and empathetic manner.
- Called newly diagnosed patients.
- Practiced CICARE phone etiquette during all phone interactions.
- Developed, implemented, and evaluated health education programs targeted towards school, community, and/or selected groups; assessed community needs and priorities through analysis of program results, client records, journals and other community resources.
- Attended online trainings and meetings mandated by the Washington State Health Department.
- Collaborated in the development of and contributed to individual, team, and departmental improvement and evaluation activities.
- Acted as a role model, verbally and behaviorally demonstrating skill, enthusiasm, positive problem solving, commitment and loyalty to the profession and the organization.
- Followed applicable regulations: Joint Commission, OSHA, HIPAA, CLIA and PCMH.
- Served and protected the practice by adhering to professional standards, policies and procedures, federal, state, and local requirements, and Healthcare Organization standards.
- Worked remotely to support operations and communications
Customer Service Representative
Washington Healthplanfinder through Faneuil
10.2020 - 01.2021
- Ensured customer satisfaction and first call resolution.
- Responded to various customers' billing and service-related inquiries via telephone and in writing.
- Enrolled new customers by offering appropriate products and services.
- Offered new products and services to existing customers.
- Processed payments for current or outstanding balances.
- Collected outstanding balances and/or negotiated appropriate payment arrangements.
- Processed order inquiry calls, initiated service orders and provided service order status updates.
- Routed escalated customer issues to higher level employees for resolution.
- Tagged, logged, or otherwise enabled root cause analysis for each non-emergency call for reporting purposes.
- Execute outbound call messaging as indicated for various purposes e.g. collections and service orders.
- Meet individual deadlines, metrics, and team goals.
- Managed multiple responsibilities, while effectively focusing on priority issues.
- Worked cooperatively in a group environment to achieve common goals.
- Worked remotely to support customer inquiries and service needs.
Document Control Specialist
Bechtel - Recruit Wise
05.2019 - 08.2019
- Processed numerous documents while maintaining data integrity through a variety of procedural steps in accordance with well-defined procedures and guidelines, adjusted priorities according to direction and was highly organized.
- Performed data entry into an electronic document management system (EDMS), performed a variety of records management and clerical duties for general and specialized documents and produced reports using standard office automation tools such as MS Excel and Word.
- Assigned document numbers and entered related pertinent information into the EDMS, maintained filing system and record copies of project documents as directed by supervisor, performed data entry to produce and maintain logs, transmittals, and tracked documentation as required.
- Assembled, copied, and distributed documentation packages; prepare and process records for scanning and/or archiving, maintained proper document configuration management in support of engineering and construction.
- Performed quality control of scanned images and data entry and scanned documents, provided general and technical support to project personnel in the use of Info Works and other software used by Document Control.
Holiday Clerk
US Postal Service
10.2018 - 02.2019
- Performed a variety of sales and customer service transactions at a retail window/lobby, maintained appearance of store by arranging and replenishing displays and merchandise racks and conducted product inventories by counting items on hand; attached and removed security devices; accounted for items on display; and verified and recorded sales floor inventory and shrinkage.
- Distributed and scanned incoming and outgoing mail, performed a variety of mail processing tasks such as, preparing work area, loading mail onto automated equipment, removing mail from bins and placing them into trays or containers, monitored mail flow and pulling out non-processable items.
- Reported inventory discrepancies and shrinkage to supervisor.
Office Manager/Patient Care Coordinator
Beltone Hearing Center
07.2017 - 03.2018
- Assisted the Audiologist with inventory including ordering supplies and maintaining appropriate levels of inventory, provided administrative support including mailing, scanning, faxing, copying and answering phones to schedule appointments.
- Effectively analyzed information and used deductive reasoning and analytical skills to resolve patients’ complaints.
- Performed data entry, audited information within our software, prepared and modified documents including correspondence, reports, drafts, memos and emails.
- Interviewed, hired and trained new employees.
In Home Care Aid
Alternative Nursing Services
02.2014 - 01.2017
- Scheduled and tracked client appointments to ensure timely care, coordinated grocery shopping to meet dietary needs, and supported financial stability by managing budget-related tasks.
Member Service Representative/Teller
Gesa Credit Union
12.2007 - 02.2014
- Worked with a variety of customers in high pressure situations and used tact and diplomacy while giving outstanding customer service.
- Recognized potential sales opportunities that turned into profit for the company.
- Processed daily deposits, withdrawals, loan payments and created lunch schedules.
- Checked and filled ATM machines and ordered branch supplies.
- Introduced new tools to employees to ensure the best member service possible, opened new accounts and new loans, and audited signature cards and loan documentation.
Education
CNA License - CNA
Columbia Basin College
Pasco, WA05-2017
Associates Degre - Pre-Nursing
Columbia Basin College
Pasco, WA06-2013
Skills
- Scheduling management
- Document preparation
- Microsoft Office Suite
- Inventory management
- Proficient in Outlook
- Microsoft proficiency
- Adobe proficiency
- Outlook proficiency
- Attention to detail
- Effective communication
- Adaptable to new situations
- Health compliance
- Sales
- Adaptability
- Staff training
- Bilingual communication
- Bilingual proficiency
- Scheduling coordination
- Organization
- Self-motivated
- Adaptable to new situations
- Regulatory compliance
- Detail-oriented work
- Great communication skills
- Time-management skills
- Empathy and care
- Professionalism
- Calendar scheduling
- Claims processing
- Document preparation
Timeline
Administrative Assistant/Scheduler
Reliable Health Care
07.2022 - Current
Contact Tracer
State of California-The Computer Merchant
11.2021 - 05.2022
Contact Tracer
State of Washington through Aerotek
01.2021 - 08.2021
Customer Service Representative
Washington Healthplanfinder through Faneuil
10.2020 - 01.2021
Document Control Specialist
Bechtel - Recruit Wise
05.2019 - 08.2019
Holiday Clerk
US Postal Service
10.2018 - 02.2019
Office Manager/Patient Care Coordinator
Beltone Hearing Center
07.2017 - 03.2018
In Home Care Aid
Alternative Nursing Services
02.2014 - 01.2017
Member Service Representative/Teller
Gesa Credit Union
12.2007 - 02.2014
CNA License - CNA
Columbia Basin College
Associates Degre - Pre-Nursing
Columbia Basin College