Leslie Heeres
San Antonio,TX
Summary
Dynamic and compassionate CNA with extensive experience at Northeast Rehabilitation and Healthcare Center, adept at developing patient care plans and enhancing patient satisfaction through effective team collaboration. Proven skills in vital signs monitoring and strong interpersonal communication, fostering professional growth among junior staff while ensuring compliance with care standards.
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
18
18
years of professional experience
Work History
CNA
Northeast Rehabilitation and Healthcare Center
San Antonio, TX
06.2025 - Current
- Developed patient care plans in collaboration with healthcare teams to address individual needs.
- Coordinated with interdisciplinary teams to facilitate effective communication and continuity of care.
- Led initiatives for process improvements, resulting in enhanced patient satisfaction levels.
- Mentored junior staff, fostering professional development and adherence to care standards.
CNA
Touchstone
La Vernia, TX
04.2024 - 05.2025
- Formulated patient care plans in partnership with healthcare teams to enhance individual health outcomes.
- Spearheaded collaboration with interdisciplinary teams to enhance communication and ensure continuity of care.
- Spearheaded initiatives for process improvements to elevate patient satisfaction levels.
- Guided junior staff to enhance professional skills and ensure compliance with care standards.
- Facilitated business management duties to enhance operational efficiency.
CNA
Southeast Nursing and Rehabilitation Center
San Antonio, TX
05.2022 - 05.2024
- Formulated patient care plans in partnership with healthcare teams to enhance individual health outcomes.
- Spearheaded collaboration with interdisciplinary teams to enhance communication and ensure continuity of care.
- Spearheaded initiatives for process improvements to elevate patient satisfaction levels.
- Guided junior staff in professional development and compliance with care standards.
- Supported HR and social worker in executing daily operational tasks.
CNA
Touchstone
Floresville, TX
08.2021 - 05.2022
- Provided compassionate care to patients, ensuring comfort and safety during daily activities.
- Assisted nursing staff with patient assessments and vital sign monitoring to enhance care quality.
- Implemented best practices in infection control protocols to maintain a hygienic environment.
- Trained new CNAs on procedures, enhancing team efficiency and knowledge sharing.
CSR, Sales
Everise Humana Medicare
San Antonio, TX
08.2020 - 08.2021
- Managed customer inquiries and provided accurate information regarding Medicare plans
- Assisted in resolving complex issues, ensuring customer satisfaction and retention
- Educated clients on benefits, eligibility requirements, and enrollment processes
- Collaborated with team members to streamline communication and improve service delivery
Manager
Highway 87 Stop
Adkins, TX
06.2018 - 07.2020
- Directed daily operations to ensure adherence to safety standards and optimize workflow efficiency.
- Designed and executed comprehensive employee training programs to elevate productivity and service quality.
- Oversaw inventory control processes to optimize stock levels and minimize waste.
- Directed staff scheduling to optimize resource allocation during peak demand periods.
General Manager
7 Eleven Gas Station
San Antonio, TX
11.2012 - 05.2018
- Oversaw operations of 50+ employees and ensured store readiness for auditing itemizations and lottery processes.
- Executed comprehensive hiring processes and facilitated training for new staff members.
- Developed employee schedules, processed payroll, and prepared bank deposits.
- Collaborated with underperforming 7-Eleven locations to implement staff retraining initiatives.
- Leveraged 7-Eleven software to efficiently process transactional and financial data.
- Supported area supervisor in maintaining organizational cleanliness and ensuring audit readiness across multiple locations.
General Manager
TETCO
San Antonio, TX
05.2008 - 11.2012
- Oversaw daily operations to guarantee alignment with company objectives and standards.
- Developed and implemented strategies to enhance customer satisfaction and retention.
- Orchestrated team training sessions to optimize service efficiency and boost employee performance.
- Analyzed sales data to identify trends and inform strategic decision-making initiatives.
- Assisted tetco stores in improving sales through staff retraining and support for general managers.
- Supported area supervisor in ensuring cleanliness audit readiness across multiple locations.
Education
Associate of Science - Healthcare Management
Ultimate Medical Academy
Clearwater, FL02-2020
Skills
- Time management
- Patient care
- Vital signs monitoring
- Compassion and empathy
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Medical terminology
- Call center experience
- Claims processing
- Data entry proficiency
- Follow-up skills
- Medical billing
- Policy adherence
- Referral coordination
- Stress tolerance
- Empathy and patience
- Healthcare industry
- Record maintenance
- Patient payment processing
- Patient eligibility verification
- Strong interpersonal skills
- Insurance claims follow-up
- EHR management
- Multitasking and organization
- Customer service
- EMR
- Insurance billing
- Problem-solving
- Data entry
- Team leadership
- Quality assurance
- Payment processing
- Financial procedures adherence
- Team collaboration
- Phone and email etiquette
- Relationship building
- Eligibility determination
- Information collection
- Fee collection
- Patient education
- Flexible schedule
- Money handling
- Regulatory compliance
- Training coordination
- Electronic health records
- Conflict resolution
- Policy understanding
Timeline
CNA
Northeast Rehabilitation and Healthcare Center
06.2025 - Current
CNA
Touchstone
04.2024 - 05.2025
CNA
Southeast Nursing and Rehabilitation Center
05.2022 - 05.2024
CNA
Touchstone
08.2021 - 05.2022
CSR, Sales
Everise Humana Medicare
08.2020 - 08.2021
Manager
Highway 87 Stop
06.2018 - 07.2020
General Manager
7 Eleven Gas Station
11.2012 - 05.2018
General Manager
TETCO
05.2008 - 11.2012
Associate of Science - Healthcare Management
Ultimate Medical Academy