Leida Pacheco
Willimantic,CT
Summary
Administrative Assistant with extensive experience in employee relations and data management. Proven ability to enhance customer service and optimize scheduling processes. Recognized for meticulous attention to detail and commitment to creating positive workplace environments.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Human Resources Administrative Assistant
Windham Board of Education
Willimantic, CT
01.2025 - Current
- Ensure Human Resources operations runs smoothly
- Work the front desk lobby, assisting visitors, answering calls, emails, distributing mail
- Provide support to HR supervisors and managers
- Employee data management and reporting
- Employee relations
- Confidentiality and data protection
Call Center- Customer Service Specialist
Conduent
Trenton, NJ
10.2024 - 02.2025
- Managed over 85 daily customer interactions, providing tailored responses for benefit renewals and enrollments.
- Facilitated healthcare access for individuals and families in need.
- Ensured accurate information delivery across all inquiries to maintain consistency.
- Delivered high-quality customer service, contributing to improved retention and satisfaction rates.
- Utilized video conferencing tools such as Teams, Zoom, and Google Meet for effective communication.
- Demonstrated meticulous attention to detail in managing complex benefit inquiries, ensuring precise information dissemination.
Call Center- Customer Service Representative
Automated Health Systems
Marlborough, MA
06.2024 - 12.2024
- Managed over 80 daily customer queries, ensuring accurate benefit enrollment and high retention rates.
- Facilitated healthcare access for individuals and families, improving overall service quality.
- Delivered precise information consistently, resulting in increased customer satisfaction.
- Utilized video conferencing platforms such as Teams, Zoom, and Google Meet to streamline communication.
- Maintained meticulous attention to detail in complex benefit inquiries for error-free enrollments.
- Contributed to team success by sharing best practices and fostering a supportive environment.
- Optimized customer service processes, significantly reducing query resolution times.
- Streamlined enrollment procedures to enhance operational efficiency.
Patient Care Coordinator
Hartford Healthcare Medical Group
Willimantic, CT
01.2023 - 03.2024
- Managed high-volume multi-line phone system, ensuring precise appointment scheduling.
- Coordinated referrals and appointment scheduling to enhance patient access to care.
- Streamlined data input protocols, significantly improving accuracy of patient records.
- Maintained multiple provider schedules, optimizing appointment allocation for clinic efficiency.
- Conducted insurance verifications and processed medication refills with attention to detail.
- Ordered interpreters for patients with language barriers, ensuring seamless communication.
- Utilized Epic, Outlook, and Tiger text systems for efficient information management.
- Proactively addressed language barriers to facilitate equitable healthcare access.
Administrative Assistant
State of Connecticut-Workers Compensation Commission
Hartford, CT
11.2021 - 02.2022
- Established and maintained office procedures and filing systems for efficient operations.
- Delivered information and referral services to address citizen inquiries regarding agency services.
- Responded to inter-departmental inquiries, applying agency policies and state regulations effectively.
- Managed high call volume on multi-line phone system, ensuring prompt assistance to callers.
Administrative Assistant
Connecticut Trailers Inc.
Bolton, CT
03.2018 - 03.2021
- Streamlined customer transaction paperwork processing, reducing transaction time and enhancing workflow efficiency.
- Coordinated logistics to ensure timely deliveries and maintain daily delivery schedules.
- Managed finance application submissions to lenders and processed DMV documents accurately.
- Maintained and updated sales and customer records for precise data management.
- Facilitated internal communications to strengthen feedback channels from customers.
- Collaborated with logistics department to improve delivery responsiveness and overall efficiency.
- Processed DMV documents, ensuring regulatory compliance and timely submissions.
- Communicated customer feedback to relevant departments for continuous improvement initiatives.
Insurance Verification Specialist
William W. Backus Hospital
Norwich, CT
01.2016 - 08.2016
- Ensured compliance across operations by overseeing enforcement of integrity policies.
- Streamlined insurance verification processes, resulting in improved data accuracy and efficiency.
- Monitored data transmission to minimize errors and maintain data integrity.
- Facilitated dispute resolutions in collaboration with contract administrators for timely outcomes.
- Conducted comprehensive policy reviews to identify and implement enhancement opportunities.
- Pioneered innovative user assistance methods that enhanced database interaction experience.
- Developed effective solutions for complex challenges within insurance verification processes.
Patient Care Coordinator
William W. Backus Hospital
Norwich, CT
09.2015 - 01.2016
- Orchestrated patient communications and appointment scheduling, ensuring HIPAA compliance and accurate record keeping.
- Managed communication among patients, families, care providers, and healthcare institutions.
- Facilitated patient experiences by efficiently scheduling appointments and managing referrals.
- Maintained meticulous patient accounts, updating demographics and insurance information while safeguarding data privacy.
- Streamlined administrative processes, including doctor scheduling and billing, to improve operational efficiency.
- Enhanced interdepartmental communication, resulting in quicker resolution of patient concerns.
- Achieved notable increases in positive feedback through effective patient interactions.
Consumer Counselor
Tri-County ARC
Columbia, CT
10.2006 - 12.2015
- Conducted comprehensive client assessments to develop personalized care plans that enhanced daily functioning.
- Created tailored daily life skills programs to promote client independence and social engagement.
- Analyzed client needs to implement interpersonal relations programs, facilitating community integration.
- Ensured a safe, therapeutic environment during patient admissions and care delivery.
Legal Administrative Assistant
Law office of Howard B. Schiller
Willimantic, CT
02.2004 - 08.2006
- Greeted clients and scheduled appointments to ensure seamless office operations.
- Managed payments, enhancing transaction efficiency and financial tracking.
- Coordinated vendor interactions to maintain smooth operations and high client satisfaction.
- Handled multi-line phone system, improving communication effectiveness and service quality.
- Optimized scheduling processes, minimizing appointment conflicts and boosting overall efficiency.
- Implemented document management system for swift retrieval of critical documents while ensuring confidentiality.
- Streamlined client intake process, reducing wait times and improving service delivery.
- Maintained meticulous records to ensure compliance with legal standards.
Administrative Assistant
Mansfield OB GYN
Mansfield, CT
06.2001 - 12.2004
- Implemented health strategies to enhance community wellness and readiness.
- Conducted monthly audits of medical charts across various specialties.
- Utilized health principles to improve patient outcomes and care efficiency.
- Managed patient records to ensure compliance with healthcare regulations.
- Coordinated with medical staff to optimize appointment scheduling, reducing wait times.
- Maintained accurate medical records and billing information, minimizing errors.
- Provided compassionate front desk support, addressing patient inquiries with professionalism.
- Established a digital filing system, significantly improving accessibility of patient information.
Education
16 Credits - Human Services
Manchester Community College
Manchester, CTHigh School Diploma -
Windham High School
Willimantic, CTSkills
- Employee relations and communication
- Data management and confidentiality
- Customer service excellence
- Scheduling coordination
Certification
- Epic Certification
- OSHA 10
Languages
- English, Fluent
- Spanish, Fluent
Languages
English
Professional
Spanish
Professional
Timeline
Human Resources Administrative Assistant
Windham Board of Education
01.2025 - Current
Call Center- Customer Service Specialist
Conduent
10.2024 - 02.2025
Call Center- Customer Service Representative
Automated Health Systems
06.2024 - 12.2024
Patient Care Coordinator
Hartford Healthcare Medical Group
01.2023 - 03.2024
Administrative Assistant
State of Connecticut-Workers Compensation Commission
11.2021 - 02.2022
Administrative Assistant
Connecticut Trailers Inc.
03.2018 - 03.2021
Insurance Verification Specialist
William W. Backus Hospital
01.2016 - 08.2016
Patient Care Coordinator
William W. Backus Hospital
09.2015 - 01.2016
Consumer Counselor
Tri-County ARC
10.2006 - 12.2015
Legal Administrative Assistant
Law office of Howard B. Schiller
02.2004 - 08.2006
Administrative Assistant
Mansfield OB GYN
06.2001 - 12.2004
16 Credits - Human Services
Manchester Community College
High School Diploma -
Windham High School
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