Lilia H Gonzalez
Summary
Bachelor of Business Administration graduate with a Concentration in Marketing, experienced in coordinating projects, supporting outreach initiatives, developing communication and training materials, and collaborating with teams across multiple locations. Enjoy building relationships, providing support, and helping teams achieve organizational goals through collaboration, problem-solving, and continuous improvement. Working closely with leadership, providers, health plans, and operational teams to improve engagement, communication, and overall performance.
Overview
9
9
years of professional experience
Work History
Quality Improvement Specialist
Golden Valley Health Centers
Merced, CA
07.2022 - Current
- Support quality improvement initiatives across 9 South Region clinic locations, partnering with providers, managers, and health plan representatives, coordinators, and leadership.
- Travel between sites to provide training, coaching, and operational support related to quality measures and organizational goals.
- Develop presentations, flyers, training materials, workflow guides, and communication resources.
- Present performance data and improvement opportunities to leadership teams, managers, providers, and external partners.
- Coordinate outreach campaigns and preventive care initiatives by generating patient lists and collaborating with coordinators and care teams to improve participation.
- Track performance metrics, analyze trends, and provide recommendations to improve engagement and outcomes.
Patient Access Representative
Golden Valley Health Centers
Atwater, CA
08.2020 - 11.2021
- Managed a high volume of patient calls, ensuring prompt and effective customer service. Coordinated with other departments.
- Conducted patient outreach through phone, text, and electronic communication platforms to schedule appointments and improve patient engagement.
- Supported patient outreach efforts by contacting patients regarding appointments, preventive services, and follow-up care.
Patient Service Representative
Golden Valley Health Centers
Planada, CA
06.2017 - 03.2020
- Collaborated with providers and clinical staff to improve patient flow and create a positive patient experience.
- Processed check-ins for 30–50 patients per shift while ensuring compliance with HIPAA regulations and ensuring great customer service.
- Balanced payments, and verified insurance coverage and worked with staff to ensure smooth operations and patient flow.
- Daily outreach and reminder calls
Education
Business Administration - Marketing
California State University, Stanislaus
Turlock, CA12-2024
Associate of Arts - Business Administration
Merced Community College
Merced, CA06-2021
Associate of Arts - Psychology
Merced Community College
Merced, CA06-2021
Skills
- Team collaboration and effective coordination
- Data Analysis & Reporting
- Positive attitude and professional demeanor
- Adaptability and flexibility
- Training & Staff Development
- Microsoft (Word, Excel, PowerPoint)
Languages
Spanish
Native or Bilingual
Timeline
Quality Improvement Specialist
Golden Valley Health Centers
07.2022 - Current
Patient Access Representative
Golden Valley Health Centers
08.2020 - 11.2021
Patient Service Representative
Golden Valley Health Centers
06.2017 - 03.2020
Business Administration - Marketing
California State University, Stanislaus
Associate of Arts - Business Administration
Merced Community College
Associate of Arts - Psychology
Merced Community College
Highlights
- Bringing nearly 10 years of customer service, outreach, and relationship-building experience with a strong commitment to helping individuals access resources, improve outcomes, and achieve organizational goals.