MAYRA FLORES
Palmdale
Summary
Highly organized individual with experience providing support to a management team. Adept at streamlining office operations, managing calendars and providing administrative support. Experienced in coordinating projects, preparing reports, and maintaining filing systems. Committed to delivering high-quality results in a timely and efficient manner.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Administrator Coordinator III
Kaiser Permanente
Lancaster
12.2024 - Current
- Cultivate effective collaborations with peers within and across teams to gather and share essential resources, and information.
- Assist with coordinating events.
- Maintain calendar for Administrators and Doctors to optimize scheduling efficiency.
Administrative Coordinator II
Kaiser Permanente
City Of Industry
07.2024 - 12.2024
- Manage incoming and outgoing mail distribution, including scanning, sorting and delivering items promptly.
- Demonstrate strong proficiency in Microsoft Office Systems.
- Maintain calendar for Management Team, including scheduling appointments and meetings.
- Assist with onboarding new employees by coordinating orientation activities.
- Compile information into spreadsheets for analysis purposes.
- Maintain and update employee records and personnel files.
- Maintain an organized work environment by keeping common areas tidy.
- Monitor employee time cards for accuracy prior to submitting payroll records.
Member Service Representative
Kaiser Permanente
Lancaster
08.2022 - 08.2024
- Monitoring In-Basket of all Service Representatives personnel and coordinating coverage for call outs and vacations.
- Project Management Collaborated with upper management and Therapists to improve workflow between Clerical Staff and Therapists, reducing the turnaround time from 48 business hours to 24 hours.
- Suggested Clerical workflow improvement in staff meetings to reduce workloads while increasing productivity.
- Collaborated with the Department Administrator and other KP vendors to identify building possibilities and monitor costs.
- Manage 150+ appointment request messages per week for 7 associate Therapists, maintaining a 24 hour response time.
- Handle patient complaints.
- Coached Associate Therapists with departmental workflow of Service Representatives and Call Center Agents.
- Type 40 WPM
- Microsoft Office
- Excel
- Project Management
- File/records maintenance
- Authorized to work in the US for any employer
- Bilingual English/Spanish
- QBS II Certified
Medical Appointment Clerk
Kaiser Permanente
Lancaster
02.2021 - 08.2022
- Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities, and applicable state, federal and local laws.
- Operates in a high volume, highly structured call center environment by responding to incoming calls.
- Determines the type of appointment requested or needed, reviews scheduling a mix of various physicians/providers, and then makes appointments utilizing appropriate guidelines.
- Prioritizes member needs and offers alternatives to members when appropriate.
- Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
- Uses tact and diplomacy in handling difficult interactions with members.
- Determines if calls are urgent or emergent by listening to the member, following established guidelines, and then transferring the call to a Registered Nurse when appropriate.
- Composes messages for physicians/providers, Registered Nurses, or other medical staff based on member requests.
- Responds in a courteous and professional manner to general questions, using online databases to provide information to any member or other personnel calling the center.
- Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
- Must perform all of the above duties while meeting established standard of performance for quality and productivity.
- Performs clerical duties which may include assigning new members a primary care physician, processing self-referral requests, calling patients and booking appointments for specialty appointments, and calling members to cancel and reschedule appointments.
Call Center Agent
Phoenix Medcom
Cortland
03.2020 - 02.2021
- Handled high volumes of incoming calls from customers while maintaining quality standards for call duration time.
- Employed active listening skills to accurately assess patient needs and provide appropriate solutions.
- Utilized computer systems, databases, and other resources to research patient inquiries and respond appropriately.
- Transferred phone calls to the proper department or individual as necessary.
- Demonstrated excellent customer service skills and problem-solving abilities to address customer inquiries and complaints in a timely manner.
- Responsible for directing calls appropriately and sending messages to doctors or their offices to follow up with patient needs.
Referral Clerk Coordinator Lead
U.S. HealthWorks
Valencia
05.2016 - 08.2018
- Responsible for processing patient authorizations for treatment, obtaining pending claim numbers, sending out proper documentation to adjusters, and following up on the status of referrals.
- Provided assistance with resolving any issues that arose during the referral process in a timely manner.
- Trained new staff members on proper procedures related to referring individuals within the organization's network.
- Maintained accurate records of referral requests, tracking outcomes and follow up activities.
- Collaborated with other departments to ensure the successful completion of referral requests.
- Utilized organizational skills to prioritize tasks and manage multiple referral cases simultaneously.
- Identified any potential challenges or risks associated with each referral request before submitting them for approval.
- Communicated effectively with external agencies to coordinate timely referrals according to policy guidelines.
- Scheduled and confirmed patient diagnostic appointments, surgeries, and medical consultations.
Crew Member
Trader Joe's
Palmdale
11.2015 - 09.2016
- Worked as a team member performing various duties including cashier duties, product assistance, and cleaning.
Education
Master's - Healthcare Administration
California State University East Bay
Hayward, CA05.2024
Bachelor's - Healthcare Administration
Southern New Hampshire University
06.2022
Associates Degree - Liberal Arts
Antelope Valley College
01.2015
Certificate -
Charter College
01.2013
High school diploma or GED -
Wiliam J Pete Knight High School
05.2009
Skills
- Calendar Management
- Prior Authorization
- EMR Systems
- Medical Records
- Medical Scheduling
- Medical Terminology
- Patient Care
- Medical Office Experience
- Front Desk
- Insurance Verification
- Epic
- Strong organizational skills
- Quick learner
- Active listening skills
- Critical thinking
- Courteous demeanor
- Energetic work attitude
- Reliable transportation
- Prioritize
- Punctual
- Computer proficient
Certification
Lean Six Sigma Green Belt, 2024
References
References available upon request
Languages
Spanish
Native/ Bilingual
Timeline
Administrator Coordinator III
Kaiser Permanente
12.2024 - Current
Administrative Coordinator II
Kaiser Permanente
07.2024 - 12.2024
Member Service Representative
Kaiser Permanente
08.2022 - 08.2024
Medical Appointment Clerk
Kaiser Permanente
02.2021 - 08.2022
Call Center Agent
Phoenix Medcom
03.2020 - 02.2021
Referral Clerk Coordinator Lead
U.S. HealthWorks
05.2016 - 08.2018
Crew Member
Trader Joe's
11.2015 - 09.2016
Master's - Healthcare Administration
California State University East Bay
Bachelor's - Healthcare Administration
Southern New Hampshire University
Associates Degree - Liberal Arts
Antelope Valley College
Certificate -
Charter College
High school diploma or GED -
Wiliam J Pete Knight High School