Laura Gonzalez
Menchaca
Summary
Experienced center lead with expertise in healthcare administration. Known for exceptional problem-solving and communication skills, contributing to high customer satisfaction and efficient team collaboration to achieve service goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Center Lead
Concentra Urgent Care & Occupational Medicine
Austin
12.2015 - Current
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Utilized various software and tools to streamline processes and optimize performance.
- Managed inventory and supplies to ensure materials were available when needed.
Front Desk Receptionist
Concentra Urgentcare
Austn
07.2012 - 12.2015
- Welcomed patients and visitors with professionalism and a friendly demeanor.
- Managed multi-line phone system, directing calls to appropriate staff members.
- Scheduled patient appointments using electronic medical record systems efficiently.
- Collected patient information and verified insurance details for accuracy.
- Assisted healthcare providers by preparing patient charts and documents.
- Maintained cleanliness and organization of front desk area for optimal efficiency.
- Coordinated communication between patients and medical staff to enhance service delivery.
- Handled patient inquiries with empathy, ensuring a positive experience at the facility.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Greeted customers warmly and made them feel welcome.
- Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Signed for packages, recorded deliveries, and distributed to personnel.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
Education
High School Diploma -
Travis High School
Austin, TX05-1998
Some College (No Degree) - Social Services
Austin Community College
Austin, TXSkills
- Customer service
- Team collaboration
- Training and coaching
- Healthcare administration
- Conflict resolution
- Staff development
- Employee engagement
- Team leadership
- Adaptability
Languages
English
Professional
Spanish
Professional
Certification
CPR/BLS certified
Osha Trained and certified
BAT certified
USD certified
HIPPA compliant
Osha Trained and certified
BAT certified
USD certified
HIPPA compliant
Timeline
Center Lead
Concentra Urgent Care & Occupational Medicine
12.2015 - Current
Front Desk Receptionist
Concentra Urgentcare
07.2012 - 12.2015
High School Diploma -
Travis High School
Some College (No Degree) - Social Services
Austin Community College