Lesley Diaz
Tucson,AZ
Summary
Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Lead Office Administrator
Pediatric Therapy Playhouse (Remote Only)
Los Angeles, California
11.2019 - 07.2025
- Streamlined office processes by implementing efficient administrative systems and procedures.
- Enhanced team productivity by delegating tasks and managing schedules effectively.
- Contributed to company growth by assisting in the hiring process, screening candidates and scheduling interviews for managers.
- Supported executive management with calendar management, travel arrangements, meeting preparation, and documentation organization.
- Maintained organized digital filing systems for easy access to vital documents and information.
- Boosted employee satisfaction by addressing concerns, providing support, and fostering a positive work environment.
- Assisted in budget development and financial tracking for department expenses, contributing to cost-saving measures throughout the year.
- Oversaw maintenance of office equipment to minimize downtime due to technical issues or malfunctions.
- Maintained a high level of customer service by promptly handling inquiries from clients and vendors via phone, email, or in-person visits.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Reconciled account files and produced monthly reports.
- Reduced outstanding client balances by implementing stricter credit control measures.
- Oversaw implementation of electronic billing platform; resulted in significant reduction of paper waste and increased speed at which invoices were sent out to customers.
- Improved efficiency in the billing department, reducing errors and increasing invoice accuracy.
- Updated company policies regarding invoicing and collections as necessary to remain current with evolving business needs.
- Maintained strong relationships with clients through regular communication and prompt issue resolution.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Provided excellent customer service, developing and maintaining client relationships.
- Monitored customer accounts to identify and rectify billing issues.
Medical Support Specialist
Concentra Urgent Care
09.2022 - 06.2025
- Maintained strict confidentiality of sensitive patient information in accordance with HIPAA guidelines.
- Provided compassionate care to patients, addressing concerns and answering questions to ensure understanding of treatment plans.
- Reduced wait times by efficiently triaging incoming patients and prioritizing urgent cases for immediate attention.
- Improved patient care by accurately recording medical histories and updating electronic health records.
- Contributed to a positive work environment through effective communication, teamwork, and problem-solving skills.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Achieved results by working with staff to meet established targets.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Solicited customer feedback to identify and improve on areas of weakness.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Physical Therapy Receptionist
USC Verdugo Hills Hospital
05.2017 - 05.2019
- Maintained a clean and organized front desk area, contributing to the overall professional image of the establishment.
- Supported team members during peak times as necessary, demonstrating flexibility and strong teamwork skills.
- Enhanced customer satisfaction by providing friendly and efficient front desk services.
- Managed high call volumes, ensuring prompt and courteous attention to all inquiries.
- Answered customer telephone calls promptly and appropriately handled needs.
- Answered multi-line phone system and enthusiastically greeted callers.
- Used internal software to process check-ins and check-outs. Such as Healthstream, kecknet, kuali, Cerner, Power Chart.
- Handle insurance verification for new patients and monthly insurance check for current patients. Making sure all deductibles and copayments are paid and patient is aware of correct insurance pricing.
- Submit all referrals, call insurance companies to verify status of said referral.
- Submit monthly billing, verify copayments are sent out.
Case Manager Specialist
Med-Legal Evaluators
09.2016 - 05.2017
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Improved client outcomes by developing and implementing comprehensive case plans tailored to individual needs.
- Maintained accurate and timely documentation for all client interactions, ensuring compliance with regulatory requirements and confidentiality standards.
- Submit diagnostic referrals on Radnet & One Call Care website.
- Prepared comprehensive progress reports detailing client medical history, challenges faced, and recommendations for continued support services moving forward.
- Prepared and file WC appeals claim, along with prepping chart for upcoming settlement cases.
- Organize supplemental & evaluation reports & email/fax to law firms for court dates, within a timely manner.
Case Manager Coordinator
Health Advocates, LLC
01.2015 - 09.2016
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Use CUBS, Docuvantage system to accurately review patients chart and prepare to send SSI claim.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Organize medical records for attorneys to submit SSI claim via appeals court.
Medical Assistant
Wagdy Kades, MD- Rheumatology
01.2013 - 01.2016
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted physicians with minor procedures, including preparing procedure room and sterilizing instruments.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Verified patient insurance coverage and collected required co-payments.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
Prior Authorization Coordinator
Central Neighborhood Health Foundation
07.2011 - 01.2013
- Improved patient satisfaction by efficiently managing prior authorization requests and ensuring timely approvals.
- Reduced errors in documentation by meticulously reviewing medical records and verifying patient information.
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
- Verified eligibility and compliance with authorization requirements for service providers.
- Tracked referral submission during facilitation of prior authorization issuance.
- Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.
- Authorized surgical requests in accordance with applicable plan guidelines.
- Triaged unscheduled and emergency authorizations, directing submissions to appropriate personnel for rapid response.
- Created and maintained spreadsheets detailing medical procedures and insurance denials and approvals.
- Saved patients time and frustration by proactively resolving any issues or discrepancies in their medication coverage.
- Reviewed authorizations from payer to determine approved or denied items.
- Calculated estimated copay based on current insurance benefits.
- Decreased processing time for authorizations by establishing strong relationships with insurance representatives and case managers.
- Maintained up-to-date knowledge of insurance policies, enabling accurate evaluation of coverage eligibility criteria for patients.
- Gathered records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary.
- Completed form letters in response to requests or problems identified by correspondence.
- Presented clear and concise explanations of governing rules and regulations.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Collected and documented patient medical information such as blood pressure and weight.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
Authorization Coordinator
Centro Medico MacArthur
11.2009 - 07.2011
- Collaborated with multidisciplinary teams to ensure timely submission of documentation required for insurance approval.
- Improved patient care by efficiently coordinating authorizations for medical procedures and treatment plans.
- Facilitated timely renewals of ongoing authorizations by closely monitoring expiration dates and initiating renewal processes proactively.
- Enhanced communication between healthcare providers and insurance companies, reducing delays in patient treatment approvals.
- Calculated estimated copay based on current insurance benefits.
- Reviewed authorizations from payer to determine approved or denied items.
- Maintained consistent follow-up on status of prior authorization requests.
- Reviewed documentation for accuracy and assessment of necessity.
- Submitted for prior authorization with required documentation to appropriate funding source.
- Participated in regular audits of authorization files, addressing discrepancies and implementing corrective actions as needed.
- Assisted with financial counseling for uninsured or underinsured patients, connecting them with resources for affordable care options when necessary.
- Maintained up-to-date knowledge of insurance policies, enabling accurate evaluation of coverage eligibility criteria for patients.
- Completed form letters in response to requests or problems identified by correspondence.
- Communicated with executives about consistent customer issues.
- Maintained files and controlled records to show correspondence activities.
- Typed acknowledgment letters to persons sending correspondence.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Collected and documented patient medical information such as blood pressure and weight.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Taught patients about medications, procedures, and care plan instructions.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Verified patient insurance coverage and collected required co-payments.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
Cashier
Bed, bath and beyond
01.2007 - 11.2009
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Prevented loss by vigilantly monitoring potential theft or fraud situations instore.
Education
Associate of Arts - Kinesiology
Glendale Community College
Glendale, CA04.2021
High School Diploma -
Venice Senior High School
Los Angeles, CA06.2006
No Degree - Sports Medicine
Cuyamaca College
El Cajon, CASkills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Strategic Planning
- Processes and procedures
- Schedule development
- Policy Enforcement
- Strategic Planning
- Processes and procedures
- Schedule development
- Policy Enforcement
Languages
5
References
- Natasha Gordon (323) 593-9499
- Jenifer Aguayo (818) 642-7110
- Stephanie Rangel (818) 640-2321
Languages
Spanish
Native/ Bilingual
Timeline
Medical Support Specialist
Concentra Urgent Care
09.2022 - 06.2025
Lead Office Administrator
Pediatric Therapy Playhouse (Remote Only)
11.2019 - 07.2025
Physical Therapy Receptionist
USC Verdugo Hills Hospital
05.2017 - 05.2019
Case Manager Specialist
Med-Legal Evaluators
09.2016 - 05.2017
Case Manager Coordinator
Health Advocates, LLC
01.2015 - 09.2016
Medical Assistant
Wagdy Kades, MD- Rheumatology
01.2013 - 01.2016
Prior Authorization Coordinator
Central Neighborhood Health Foundation
07.2011 - 01.2013
Authorization Coordinator
Centro Medico MacArthur
11.2009 - 07.2011
Cashier
Bed, bath and beyond
01.2007 - 11.2009
Associate of Arts - Kinesiology
Glendale Community College
High School Diploma -
Venice Senior High School
No Degree - Sports Medicine
Cuyamaca College
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