Lourdes Leon
Angleton
Summary
Results-driven professional with a strong background in customer service and office administration. Expertise in conflict resolution and training staff to elevate patient care and enhance operational workflows. Analytical in optimizing productivity, efficiency and service quality across various offices within diverse environments. Highly organized with strengths in prioritizing tasks and managing deadlines.
Overview
11
11
years of professional experience
2
2
Certifications
Work History
Office Manager
Your Family Healthcare
Lake Jackson
12.2023 - Current
- Coordinated daily office operations and ensured smooth workflow.
- Managed appointment scheduling for healthcare providers and patients.
- Implemented office policies to enhance efficiency and compliance.
- Maintained medical records with attention to confidentiality standards.
- Supervised administrative staff, providing training and support as needed.
- Assisted in budget management and office supply procurement processes.
- Facilitated communication between departments to improve patient care services.
- Organized staff meetings and prepared agendas for effective collaboration.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Supervised staff members, organized schedules and delegated tasks.
- Reviewed files and records to obtain information and respond to requests.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Managed office budget to handle inventory, postage and vendor services.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Provided training to new hires on office policies and procedures.
- Developed and implemented office policies and procedures.
- Recruited, interviewed and selected employees to fill vacant roles.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Guided employees in handling difficult or complex problems.
- Resolved customer complaints or answered customers' questions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Maintained confidential records relating to personnel matters.
- Assisted in recruiting, onboarding and training new employees.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Managed, scheduled and coordinated office functions and activities for employees.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
Medical Assistant
David T Barr MD
Lake Jackson
11.2020 - 12.2023
- Assisted healthcare providers with patient examinations and medical procedures.
- Managed patient scheduling and coordinated appointments efficiently.
- Collected and documented patient medical histories in electronic health records.
- Educated patients about medications, treatments, and preventive care options.
- Performed routine laboratory tests and prepared specimens for analysis.
- Maintained cleanliness and organization of examination rooms and equipment.
- Communicated effectively with patients to address concerns and inquiries.
- Supported front office operations by handling calls and processing paperwork.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Administered injections, medications and treatments as directed by the physician.
- Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
- Measured vital signs and took medical histories to prepare patients for examination.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Documented notes during patient visits.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Scheduled appointments for patients via phone and in person.
- Cleaned and maintained medical equipment following procedures and standards.
- Collected samples from patients for laboratory testing purposes.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Educated patients about medications, procedures and physician's instructions.
- Organized charts, documents and supplies to maintain team productivity.
- Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
- Organized patient charts before each day's clinic sessions began.
- Registered new patients into practice management software program accurately entering demographic information.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Collected, labeled and stored laboratory specimens properly prior to testing.
- Administered medications under physician's supervision.
- Changed dressings on wounds to prevent infection and check for healing.
- Assisted back office patient processes to reduce office wait times.
- Supported administrative staff by processing payments.
Assistant Manager
Circle K
127 TX-332
03.2015 - 11.2020
- Coordinated daily operations for customer service team to enhance efficiency.
- Trained new staff on policies and customer service best practices.
- Resolved complex customer inquiries and escalated issues as needed.
- Developed training materials to improve team knowledge and performance.
- Developed training materials for new employees related to customer service protocols.
- Participated in weekly meetings with senior management for status updates.
- Provided customer service and assistance to customers in resolving issues and concerns.
- Trained and supervised customer service staff on policies, procedures, and best practices.
- Ensured compliance with all applicable laws, regulations, and company policies.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Education
Associate of Applied Science - Associates of Applied Science
Brazosport College
Lake Jackson, TX08-2026
Some College (No Degree) -
Brazosport College
Lake Jackson, TXSkills
- Office administration
- Customer service
- Patient scheduling
- Medical record management
- Team leadership
- Conflict resolution
- Budget management
- Data entry
- Effective communication
- Supply management
- Clear oral/written communication
- Staff hiring
- Employee supervision
- Administrative support
- Training and coaching
- Office management
- Clerical support
- Meeting planning
- Facility management
Languages
Spanish
Professional
Certification
Certified Medical Assistant
Timeline
Office Manager
Your Family Healthcare
12.2023 - Current
Medical Assistant
David T Barr MD
11.2020 - 12.2023
Assistant Manager
Circle K
03.2015 - 11.2020
Associate of Applied Science - Associates of Applied Science
Brazosport College
Some College (No Degree) -
Brazosport College