Leslie Rivera
Atwater
Summary
Dynamic Workforce Manager at Dignity Health with expertise in schedule optimization and timekeeping administration. Proven track record in reducing overhead costs while enhancing customer satisfaction. Skilled in data analysis and effective communication, fostering a culture of excellence and collaboration within teams. Committed to continuous process improvement and operational efficiency.
Overview
2026
2026
years of professional experience
Work History
Workforce Manager - Human Resource Contact Center / Payroll & LOA Department
Dignity Health/CommonSpirit Corporate Office
12.2021 - Current
- Monitors, interpret, analyze, and rates the workforce to reduce overhead costs, and increase customer satisfaction and experience.
- Creates, edits and modifies schedules for the Contact Center department using current software or other approved means to publish and maintain accurate resources for the contact center employees, as well as usable reporting for the leadership staff.
- Prepares daily attendance reports and manages schedules to ensure that there are adequate resources for all departments for the continuous improvement of operations.
- Manages timekeeping and attendance for 70+ representatives, oversee and ensure employees and managers understand their responsibilities related to timekeeping, provide training where needed, and assist managers to identify and resolve timekeeping issues.
- Communicates and explains time and labor policies and the various related personnel rules.
- Generates and distributes compliance reports on time approvals and retro pay changes due to timekeeping errors.
- Engage with staff and cultivate a contact center culture that prioritizes humankindness and patient-centric care consistent with Dignity Health and the medical groups way and culture.
Referral & Insurance Authorization Coordinator
Bryant Orthopedic & Sports Physical Therapy
Atwater
2022 - 2023
- Coordinated patient authorization requests for orthopedic and sports therapy services efficiently.
- Reviewed insurance policies, ensuring adherence to treatment protocols.
- Communicated effectively with healthcare providers to obtain necessary documentation.
- Maintained accurate records of authorization approvals and denials throughout processes.
- Collaborated with clinical staff to enhance patient intake workflows.
- Educated patients on insurance requirements and authorization steps.
- Assisted in training new staff on authorization workflows and systems comprehensively.
- Managed workflow processes for authorization requests, including document routing and progress tracking.
Patient Access Care Coordinator
Dignity Health - Mercy Medical Center Merced
07.2018 - 12.2021
- Responsible for working with other hospital stakeholders to identify eligible patients, reviewing patient charts, engaging with patients (including, but not limited to in person and via telephone), assisting patients with post-discharge appointment scheduling, documenting patient interactions, and coordinating with follow up providers and clinics.
- Assisting Department Director and Manager with duties as assigned.
Department Coordinator
Dignity Health - Mercy Medical Center Merced
07.2018 - 12.2021
- Organizes and prepares routine correspondence for the department manager, as well as complex documents including reports, medical records, spreadsheets, presentations and various forms of communications documents requiring the integration of multiple office technology and software applications.
- Coordinates schedules with contractors, ensures that all contractors have the proper requirements before entering our facilities.
- Point of contact for new and existing contractors, new bids, and creating files for new contracts.
- Acts as the department's office resource for word processing and spreadsheet application.
- Assists with tracking the department budget.
- Tracks and compiles expenses.
- Prepares monthly expense reports.
- Manages payroll and time and attendance systems on a daily basis.
- Enforces established payroll-related policies, procedures and regulations and adherence to company and governmental policies.
- Responsible for 300+ employees’ monthly floor schedule.
- Responds to employee inquiries regarding vacation requests, payroll and timekeeping.
- Monitors vacation and sick time accrual.
- Assist the Director with employment applications by screening and evaluating applications, scheduling interviews, and sitting on the interview panel for administrative clerical positions.
- On board new employees with Cerner, KRONOS, Centricity and hospital/department policy and procedures.
- Performs other related duties following standard office routines, practices and procedures or instructions.
Patient Access Surgery Scheduler//Secretary III/KRONOS Manager
Doctors Medical Center
Modesto
04.2012 - 12.2018
- Organizes and expedites flow of work for the department manager's office and the department in accordance with the manager's method of operation.
- Schedules appointments and makes arrangements for meetings, conferences, and travel.
- Provides routine to moderately complex administrative support for the operations and procedures of the department.
- Prepares special reports that require gathering, comparing and summarizing data.
- Organizes and maintains files, correspondence and records.
- Handles and frequently access highly confidential and sensitive information.
- Initiates any follow-up action.
- Receives and screens telephone calls, letters, and/or visitors.
- Answers routine questions and provides information related to general department operations, policies and procedures using discretion for matters pertaining to confidential or sensitive information.
- Determines when to appropriately refer inquiries, requests or issues to managers or department staff members and follows up to ensure resolution on behalf of manager or department.
Patient Access Rep/Kronos Timekeeper
Emanuel Medical Center
Turlock
08.2010 - 12.2012
- Registered ER patients, verify demographics, update insurance and obtain authorization for inpatient and outpatients.
- Obtained information by contacting appropriate personnel or patients.
- Scanned incoming documentation into the EHR.
- Prepared patient charts for upcoming appointments.
- Consolidated diverse and duplicate medical records.
- Wrote reports, emails, memorandum, letters and releases.
- Kept the department clean, organized and professional.
- Managed payroll and time and attendance systems.
- Enforced established payroll-related policies, procedures and regulations and adherence to company and governmental policies.
Skills
- Microsoft Office
- Workforce management
- Timekeeping administration
- Schedule optimization
- Data analysis
- Customer service
- Process improvement
- Effective communication
- Administrative Support
- Critical thinking
- Data Entry
- Timekeeping
Timeline
Workforce Manager - Human Resource Contact Center / Payroll & LOA Department
Dignity Health/CommonSpirit Corporate Office
12.2021 - Current
Patient Access Care Coordinator
Dignity Health - Mercy Medical Center Merced
07.2018 - 12.2021
Department Coordinator
Dignity Health - Mercy Medical Center Merced
07.2018 - 12.2021
Patient Access Surgery Scheduler//Secretary III/KRONOS Manager
Doctors Medical Center
04.2012 - 12.2018
Patient Access Rep/Kronos Timekeeper
Emanuel Medical Center
08.2010 - 12.2012
Referral & Insurance Authorization Coordinator
Bryant Orthopedic & Sports Physical Therapy
2022 - 2023