MAYRA GONZALEZ
Ft lauderdale,Florida
Summary
Loyal Senior team leader. Bringing several years of comprehensive experience in overseeing and motivating a team of employees and developing and implementing plans to prevent areas of inefficiency. Talented at providing exceptional customer services with greeting and acknowledging customers. Proven ability to handle high pressure situations with professionalism, Flexible and adaptable to function in many internal departments.
Overview
30
30
years of professional experience
1
1
Certification
Work History
SENIOR TEAM LEADER
Mount Sinai Medical Center Of Florida
Miami Beach, FL
12.2022 - Current
- Collaborated with other departments to ensure smooth operations of the team.
- Monitored staff performance through observation, audits, and reports.
- Resolved conflicts between employees by providing timely intervention and solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Conducted performance reviews for team members.
- Coached, mentored and trained team members in order to improve their job performance.
- Trained employees on additional job positions to maintain coverage of roles.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Resolved any operational issues that arose during day-to-day operations quickly and efficiently.
- Reviewed emails daily to prioritize tasks for the manager's attention.
- Mentored staff in best practices, fostering professional development and improving team performance.
- Analyzed workflow data to identify inefficiencies, driving targeted improvements in operational effectiveness.
- Produced weekly, daily and monthly activity reports and forecasts.
PATIENT ACCESS TEAM LEAD
Mount Sinai Medical Center
Miami Beach, FL
07.2014 - 12.2022
- Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
- Established and enforced clear goals to keep all employees on same level and working collaboratively.
- Determined efficient work schedules to keep project moving and each shift properly staffed.
- Trained newly hired employees and created training manual for all to use as reference guide.
- Responsible overseeing patient activities Supervision and direction to staff.
- Insure incoming calls are answered accurately to meet department goals.
- Maintained high level of morale and team-work on production floor through frequent communication.
- Addressed employee and production issues to determine and implement optimal resolutions.
SCHEDULER/REGISTRATION
Mount Sinai Medical Center
Miami Beach, FL
12.1995 - 07.2014
- Collaborated with radiology professionals in various medical fields to communicate on patient care.
- Assist all patient at time of initial calls coordinations of their appointment dates times preparations etc.
- Established and maintained proper communications with patients and physicians offices during all telephone encounters.
- Maintain appropriate customer/patient confidentiality at all times.
- Communicate patient customer needs, questions and complaints to appropriate staff members.
- Patient Registration, verifying insurance benefits( diagnostic testing, surgeries).
- Ensure that scheduling lines are answered within established time frames.
- Answered questions and fulfilled requests with friendly and knowledgeable service.
- Radiology Front desk check in Labs Xrays.
Education
High School Diploma -
Miami Lakes Educational Center And Technical College
Hialeah, FLAssociate of Science - undefined
ATI College of Health
Miami, FL01.2009
Skills
- Time Management skills
- Production monitoring
- Customer Service & Healthcare Excellence
- Policy and procedure improvements
- Team work
- Accountability
- Ethical behavior
- Service before self
- Respect & Caring
- Training and mentoring Delegation
- Reports distribution
- Shift Scheduling
- Complaint resolution
- Coaching
- Team Supervision
- Teamwork and Collaboration
- Performance Evaluations
- Issue Resolution
- Attention to Detail
Certification
- 2006-Cadence credentialed trainer
Timeline
SENIOR TEAM LEADER
Mount Sinai Medical Center Of Florida
12.2022 - Current
PATIENT ACCESS TEAM LEAD
Mount Sinai Medical Center
07.2014 - 12.2022
SCHEDULER/REGISTRATION
Mount Sinai Medical Center
12.1995 - 07.2014
Associate of Science - undefined
ATI College of Health
High School Diploma -
Miami Lakes Educational Center And Technical College
ACTIVITIES AND HONORS
2009-Awarded Honors -ATI, 2016 Cadence Credentialed Trainer