Laura Pantoja
Kalamazoo,MI
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Care Navigator
OptiMed Health Partners
03.2025 - Current
- Consistently maintained confidentiality while handling sensitive patient information in accordance with HIPAA guidelines for over 500+ patients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts regarding medications.
- Identified potential barriers to care before issues arose, implementing tailored solutions to improve outcomes.
- Maintained detailed documentation of patient interactions, treatment plans, and progress notes for accurate recordkeeping.
Compliance Coordinator
Centrica Care Navigators
03.2023 - 03.2025
- Oversaw all internal compliance and regulatory policies and processes, supporting the clinical operations team of 20 staff with regulatory inquires, ensuring the organization met 100% of KPIs year-over-year
- Utilized skill set in data analysis and software engineering to streamline monitoring and reporting, replacing manual entry with automated imports, saving $50,000 in labor costs
- Ensured compliance with government and local regulations by completing weekly, monthly, quarterly, and yearly mandatory audits, reducing risk of total funding loss and securing ongoing financial support
- Managed over 500 compliance documents across the agency, ensuring adherence to regulatory standards, leading to 10% fewer compliance issues year-over-year
Customer Service Representative
Dane Street LLC
02.2022 - 03.2023
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly with our over 50 providers nationwide.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries for over 600 cases a week as a team.
- Promoted positive relations with physicians regarding insurance claim inquires for a fee of the physician per case while also using negotiation tactics.
Operations Scheduler
Centrica Care Navigators
02.2021 - 02.2022
- Created admission assignments, coordinating schedules for 45 professionals across multiple disciplines, ensuring 100% coverage for daily and weekly operational needs across a census of 400 + patients
- Resolved 25+ urgent service requests weekly, utilizing available resources to maintain uninterrupted service delivery and achieve 95% patient family satisfaction
- Developed 10+ proposals and tools and updated 15 standard work documents, standardizing processes across departments and improving workflow consistency by 25% while improving communication
Senior Program Manager, Impact and Evaluation
Gryphon Place
10.2019 - 02.2021
- Oversaw daily executive support in collaboration with the CEO of a $6MM non-profit, leading high-level operational tasks, coordinating 30% of communications, and managing multiple project budgets
- Successfully led 3 full accreditation reviews in collaboration with the CEO, resulting in the organization maintaining or achieving accreditation status for 2 state-wide programs and 10 major contracts
Crisis Program Manager
Gryphon Place
05.2018 - 10.2019
- Compiled and reported data on 200 collective impact outcomes, contributing to a comprehensive tracking system that improved program evaluation by 40%
- Monitored 21 Crisis Workers who collectively managed over 35 contact lines, achieving a response efficiency rate of 85%, a 10% improvement from 2018 to 2019
Crisis Worker & Community Resource Advisor
Gryphon Place
11.2018 - 03.2019
- Provided individualized support to over 300 callers per month facing mental illness, substance abuse, and life threatening issues, resulting in a 25% improvement in reported caller satisfaction
- Managed services across 40+ phone line contracts, ensuring 95% compliance with service level agreements with local, state, and government level clients while covering other state contracts in crisis situations
Education
Certificate in Software Development - Software Development
Actualize Coding Bootcamp
Chicago, Illinois01.2024
Bachelor of Science - Social Work
Western Michigan University
Kalamazoo, Michigan05.2018
Skills
- Cross-functional leadership
- Database Management
- Ticketing & Case Management
- Project Management
- Customer service
- Risk Management
- Operational Efficiency
- Auditing
- Administrative support
- Care coordination
- Data entry
- CRM Platform Proficiency
Timeline
Care Navigator
OptiMed Health Partners
03.2025 - Current
Compliance Coordinator
Centrica Care Navigators
03.2023 - 03.2025
Customer Service Representative
Dane Street LLC
02.2022 - 03.2023
Operations Scheduler
Centrica Care Navigators
02.2021 - 02.2022
Senior Program Manager, Impact and Evaluation
Gryphon Place
10.2019 - 02.2021
Crisis Worker & Community Resource Advisor
Gryphon Place
11.2018 - 03.2019
Crisis Program Manager
Gryphon Place
05.2018 - 10.2019
Certificate in Software Development - Software Development
Actualize Coding Bootcamp
Bachelor of Science - Social Work
Western Michigan University
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