Laura Paniagua
Tulsa,OK
Summary
Dynamic and compassionate professional with extensive experience in crisis intervention, case management, and client advocacy through work with Oklahoma Veterans United, and across nonprofit, public social services, and healthcare settings. Proven track record of improving client outcomes through effective communication, community collaboration, and strategic problem-solving—especially in negotiating housing solutions and support services. Highly skilled in administrative operations, including scheduling, data entry, filing, and clerical support. Bilingual in English and Spanish, with fluency in reading, writing, and speaking. A motivated, reliable team player, known for strong interpersonal skills, and a client-centered approach.
Overview
17
17
years of professional experience
Work History
Housing Case Manager
Oklahoma Veterans United - SSVF
Tulsa, Oklahoma
06.2024 - Current
- Provided referrals to community resources such as rental assistance, public benefits, legal services, employment programs.
- Collaborated with partner organizations to coordinate services for clients experiencing homelessness or at risk of becoming homeless.
- Provided crisis intervention services when needed including emergency financial assistance, eviction prevention, mental health referrals.
- Negotiated leases with landlords on behalf of clients and provided ongoing support throughout the tenancy period.
- Monitored client progress towards established goals and objectives outlined in service plans.
- Mediated disputes between tenants and landlords when necessary to ensure a successful tenancy.
- Conducted assessments to determine housing needs and eligibility for assistance programs.
- Conducted initial intake assessments of families to determine the level of services needed.
- Processed monthly rent and utility payments for 25-35 clients, ensuring timely and accurate transactions
SSA
Domestic Violence Intervention Services
Tulsa, Oklahoma
06.2024 - Current
- Supported clients by providing information on available services and resources.
- Assisted clients in developing safety plans tailored to their needs.
- Documented client interactions and maintained accurate case files confidentially.
- Facilitated support groups for victims of domestic violence with the goal of enhancing their self-esteem and providing emotional support.
- Assisted in the admissions process of social services clients by conducting initial intakes and assessments.
Eligibility Assessment Specialist
Oklahoma Veterans United - SSVF
Tulsa, OK
02.2024 - 06.2024
- Maintain a database of veterans and their history within the SSVF program.
- Screen veterans for program eligibility.
- Complete the Homeless Prevention screening packet, and collect demographic and income documents.
- Schedule veterans for intake appointments with a case manager.
- Complete weekly outreach within the Veteran community.
- Attend community meetings to gain knowledge of available resources and events.
Eligibility Worker
County Of Los Angeles - Department Of Public Social Services
Lancaster, California
03.2023 - 02.2024
- Interviewing applicants or participants receiving public assistance to obtain financial and other eligibility data, and assisting in completing the necessary documents for the initiation, continuation, or modification of benefits.
- Reviewing and analyzing financial and eligibility information to determine initial or continuing eligibility for one or more public assistance programs: (CalWORKS, CalFresh, Medi-Cal, and Housing).
- Providing support and assistance to victims of domestic violence by connecting them with resources such as counseling, legal aid, and emergency housing.
Referral Specialist
AIM Specialty Health
Glendale, California
09.2020 - 11.2021
- Initiated and managed clinical referrals for pre-authorization via telephone. Acted as a liaison between hospitals, health plans, physicians, patients, vendors, and other sources.
- Verified insurance coverage and completed the pre-authorization process for radiology and other imaging exams (CT, MRI, MRA, PET, etc.). Following established processes and procedures
- Contacted physicians' offices as needed to obtain demographic information, or related data.
Customer Relations Coordinator
Southwest Airlines (MAKE)
Dallas, Texas
01.2020 - 06.2020
- Handled customer calls, as well as other forms of correspondence, i.e., email, social media, etc., while maintaining Southwest’s voice to provide timely and thorough communication.
- Resolved general customer inquiries by navigating multiple systems to obtain all relevant facts, and collaborated with other departments to corroborate information to satisfy both customer and business needs, while maintaining DOT compliance.
- Diffused heightened customer situations by utilizing active listening, probing, and conflict resolution techniques to provide excellent customer service and a positive outcome, as well as implementing any follow-up actions.
- Determined the appropriate level of goodwill gestures by following Southwest’s guidelines when necessary to resolve customer concerns.
- Implemented resolutions to customers' concerns by processing refunds or vouchers, documenting the resolution, educating the customer, and ensuring DOT responsiveness to satisfy both the customer and the company.
- Stayed up to date on company events, internal communication, policies, and procedures to better communicate company actions and changes to external customers.
- Built and maintained customer loyalty by providing prompt and courteous service, building rapport with everyone, and providing information on the benefits of joining Southwest Airlines’ frequent flyer program.
Scheduler
Solis Mammography
Fort Worth, Texas
06.2018 - 01.2020
- Processed physician orders, referrals, and verified patient insurance eligibility.
- Maintained accurate patient records in electronic health systems for easy access.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
HR Assistant
Antofagasta Parts, LLC
Keller, Texas
02.2017 - 06.2018
- Assisted in onboarding new employees, ensuring completion of necessary paperwork and training programs.
- Maintained employee records, updating information in HR databases and systems.
- Supported payroll processing by collecting and verifying timekeeping data for accuracy.
- Facilitated employee engagement initiatives, organizing events to promote workplace morale.
- Created, organized, and maintained employee personnel files to keep sensitive data secure.
Eligibility Specialist
Oklahoma Health Care Authority
Oklahoma City, Oklahoma
02.2014 - 05.2016
- Assisted clients in completing Medicaid enrollment forms accurately.
- Conducted initial eligibility screenings for Medicaid applicants.
- Verified accuracy of applicant's financial information against third-party sources such as employers, banks or government agencies.
- Participated in special tasks and projects assigned by immediate site supervisor
Assistant Manager
Which Wich Superior Sandwiches
Edmond, Oklahoma
02.2012 - 09.2014
- Coordinated staff schedules to ensure optimal coverage and workflow efficiency.
- Managed inventory processes using company-specific software to maintain stock levels.
- Managed customer service inquiries and complaints in a timely manner.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Assistant Volunteer Coordinator
Weingart Center Association
Los Angeles, California
12.2008 - 08.2010
- Coordinated volunteer schedules to ensure adequate support for events.
- Organized volunteer orientation sessions to promote engagement and retention.
- Maintained accurate records of all volunteers, including contact information and hours worked.
- Attended networking events as a representative of the organization.
Education
GED -
Pearson Vue
Los Angeles, CA04.2011
Skills
- Interpersonal skills
- Case management
- Crisis intervention
- Community collaboration
- Effective communication
- Teamwork and collaboration
- Time management
- Adaptability
References
References available upon request.
Timeline
Housing Case Manager
Oklahoma Veterans United - SSVF
06.2024 - Current
SSA
Domestic Violence Intervention Services
06.2024 - Current
Eligibility Assessment Specialist
Oklahoma Veterans United - SSVF
02.2024 - 06.2024
Eligibility Worker
County Of Los Angeles - Department Of Public Social Services
03.2023 - 02.2024
Referral Specialist
AIM Specialty Health
09.2020 - 11.2021
Customer Relations Coordinator
Southwest Airlines (MAKE)
01.2020 - 06.2020
Scheduler
Solis Mammography
06.2018 - 01.2020
HR Assistant
Antofagasta Parts, LLC
02.2017 - 06.2018
Eligibility Specialist
Oklahoma Health Care Authority
02.2014 - 05.2016
Assistant Manager
Which Wich Superior Sandwiches
02.2012 - 09.2014
Assistant Volunteer Coordinator
Weingart Center Association
12.2008 - 08.2010
GED -
Pearson Vue
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