Monica Calderon
Summary
Dynamic quality improvement professional with a proven track record at Sutter Gould Medical Foundation. Experienced in coaching teams and implementing process enhancements, driving operational efficiency. Skilled in customer service and experienced with office suite tools, I excel in fostering collaboration and achieving impactful results in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Quality Assistant II
Sutter Gould Medical Foundation
Modesto, CA
06.2021 - Current
- Trained and coached Anticoagulation team on safety tools and resources
- Lead team meetings and huddles
- Supported continuous improvement initiatives by identifying areas for potential enhancements in processes within the Anticoagulation Clinic.
- Supported the Anticoagulation Clinic with outbound calls to patients with test results
- Collaborated cross-departmentally to identify root causes of quality issues and develop effective solutions.
- Assisted with a variety of clerical tasks such as medical records request, faxes, POC enrollment forms, test result entry
Volunteer Coordinator
Sutter Gould Medical Foundation
Modesto , CA
04.2018 - 06.2021
- Managed volunteer calendar and verified coverage of key roles in the volunteer program
- Recruited and trained new volunteers in volunteer program goals and objectives.
- Coordinated volunteer recruitment and onboarding processes to enhance operational efficiency.
- Developed volunteer policies and procedures, codes of conduct and volunteer standards.
- Evaluated strengths of team members and assessed vacancies to match volunteers with positions.
- Uncovered opportunities for volunteer program improvement by soliciting staff feedback and evaluating volunteer performance.
- Maintained clean information desk areas to promote positive, professional environment for clients.
- Monitored volunteer performance and provided feedback to improve engagement and effectiveness.
Call Center Continuous Improvement Champion
Sutter Gould Medical Foundation
Modesto, CA
05.2017 - 04.2018
- Teamed with leaders on determining operational targets and outlining needed quality improvements.
- Managed development and implementation of lean and continuous improvement initiatives across the call center environment.
- Changed existing processes and implemented new processes to improve efficiency.
- Coached team on process improvement
- Trained a team of 6 employees techniques to improve productivity.
- Championed new Lean strategies, framework and project elements to drive growth and process overhaul.
- Applied coaching techniques and tools to support team members in improving performance.
- Monitored staff organization and suggested improvements to daily functionality.
Call Center Receptionist
Sutter Gould Medical Foundation
Modesto, CA
06.2013 - 05.2017
- Answered inbound call with friendly greeting, answered general questions, gathered nature of call and directed to specific offices.
- Scheduled appointments
- Sent messages to providers offices
- Confirmed appointments, communicated with patients and updated patient records.
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
Education
Associate of Science - Public Health
Modesto Junior College
Modesto, CA12.2024
Associate of Arts - General Studies
Modesto Junior College
Modesto, CA12.2024
High School Diploma -
Turlock High School
Turlock, CA06.2000
Skills
- Coaching and training
- Process improvement techniques
- Office suite
- Phone Systems
- Teamwork and collaboration
- Customer service
Languages
Spanish
Professional Working
Timeline
Quality Assistant II
Sutter Gould Medical Foundation
06.2021 - Current
Volunteer Coordinator
Sutter Gould Medical Foundation
04.2018 - 06.2021
Call Center Continuous Improvement Champion
Sutter Gould Medical Foundation
05.2017 - 04.2018
Call Center Receptionist
Sutter Gould Medical Foundation
06.2013 - 05.2017
Associate of Science - Public Health
Modesto Junior College
Associate of Arts - General Studies
Modesto Junior College
High School Diploma -
Turlock High School