Mallorie Cortez
Azle,TX
Summary
Experienced Office Management and Administration Professional experienced in optimizing productivity, efficiency, and service quality across various environments. Highly dependable, ethical, and reliable support specialist and leader who blends advanced organizational, technical, and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
14
14
years of professional experience
Work History
Private Caregiver
Self-Employed
Plano, TX
08.2024 - Current
- Manage scheduling, appointments, and transportation for multiple clients with zero missed commitments.
- Keep confidential records accurate and families informed through clear, timely communication.
- Developed tailored care plans based on individual client assessments and preferences.
- Built strong relationships with clients to deliver emotional support and companionship.
- Built and maintained rapport with clients and family members to facilitate a trusting caregiver relationship.
- Completed regular check-ins and progress report for each client.
- Identified needs and coordinated plans for travel and out-of-town functions.
Office Manager
Covenant Hand Therapy, PC
Plano, TX
10.2021 - 07.2024
- Increased clinic throughput 30% by redesigning provider scheduling across multiple practitioners.
- Raised insurance claim approval rates 20% by overseeing verification, authorization, and paperwork workflow.
- Grew workers' compensation referral volume by improving adjuster relations and cutting processing time.
- Eliminated credentialing lapses by managing full provider credentialing and re-credentialing cycle.
- Reduced billing errors and increased on-time payments by streamlining collections processes.
- Cut onboarding time significantly by building a structured new hire training program from scratch.
Front Desk / Insurance Coordinator
Covenant Hand Therapy, PC
Plano, Texas
05.2019 - 10.2021
- Drove 10% increase in on-time patient payments by tightening insurance verification and billing follow-up.
- Resolved patient, staff, and insurer conflicts quickly, serving as the go-to liaison for all parties.
- Reduced documentation errors by improving EHR filing system organization and data entry accuracy.
- Trained new front desk staff on HIPAA protocols, billing procedures, and customer service standards.
- Maintained 100% patient data security compliance with zero incidents across full tenure.
Lead Receptionist
Stacy Road Pet Hospital
Fairview, TX
09.2015 - 05.2019
- Ran all front desk operations, including 50+ calls per day, scheduling, billing, intake, and records for a high-volume clinic.
- Trained and supervised junior receptionists, cutting front desk errors and raising service consistency.
- Analyzed clinic performance reports to surface inefficiencies and support operational improvements.
- Oversaw daily front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Managed phone inquiries, providing information on services, pricing, and enhancing client relationships.
- Coordinated with the veterinary team to streamline patient flow and reduce wait times during peak hours.
- Resolved client concerns effectively, fostering a positive environment conducive to repeat business and satisfaction.
- Provided exceptional customer service through effective communication skills via telephone, email correspondence or face-to-face interactions with clients.
Homemaker
Self-Employed
McKinney, TX
03.2015 - 09.2015
- Managed household budget, vendor coordination, and scheduling.
- Tracked health appointments and family logistics while balancing multiple daily responsibilities independently.
Front Office Floater
Plano Orthopedic & Sports Medicine Center
Plano, TX
11.2011 - 03.2015
- Scheduled 50+ patient appointments weekly with accurate intake, insurance, and medical record management.
- Cut internal document response time 20% by streamlining the routing of lab results and medical correspondence.
- Maintained HIPAA-compliant records across multiple providers with zero compliance incidents.
- Delivered a smooth patient intake experience by greeting, interviewing, and orienting new patients efficiently.
- Coordinated communication between departments to streamline patient services and enhance workflow efficiency.
- Provided support during high-volume periods, adapting quickly to changing priorities and demands.
- Trained new staff on office procedures and technology usage, fostering a collaborative work environment.
- Implemented process improvements that reduced administrative errors and enhanced service delivery timelines.
- Developed training materials for staff orientation, promoting consistency in office practices and protocols.
- Gained proficiency in multiple software applications to provide knowledgeable assistance in various departments as needed.
- Assisted in onboarding new employees, providing orientation materials for a seamless transition into the company culture.
- Expedited document preparation by formatting, editing, proofreading, printing, scanning, and distributing as needed.
Education
High School Diploma -
Plano East Senior High School
Plano, TXSkills
- Customer Service & Client Relations
- Office Management
- Insurance Verification & Authorization
- Medical Billing & Collections
- Claims Processing
- EHR / EMR Systems
- Onboarding
- Process Improvement & Workflow Optimization
- Microsoft Office Suite
- Google Workspace
- Zoom & Teams
- CRM Software
Timeline
Private Caregiver
Self-Employed
08.2024 - Current
Office Manager
Covenant Hand Therapy, PC
10.2021 - 07.2024
Front Desk / Insurance Coordinator
Covenant Hand Therapy, PC
05.2019 - 10.2021
Lead Receptionist
Stacy Road Pet Hospital
09.2015 - 05.2019
Homemaker
Self-Employed
03.2015 - 09.2015
Front Office Floater
Plano Orthopedic & Sports Medicine Center
11.2011 - 03.2015
High School Diploma -
Plano East Senior High School