Rhonda Cordeiro
Horseshoe Bay,TX
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
22
22
years of professional experience
Work History
PSS III – Cardiology
BAYLOR SCOTT & WHITE HEALTH
Marble Falls, Texas
03.2025 - Current
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Skilled at working independently and collaboratively in a team environment.
- Developed strong communication and organizational skills through working on group projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Proven ability to develop and implement creative solutions to complex problems.
PSS III – Float Pool Team Lead & Trainer
Baylor Scott & White
Hill Country, Texas
01.2024 - 03.2025
- Trained 4 new hires weekly on check-in, checkout, scheduling, referrals, insurance, POS collections, and service expectations.
- Conducted clinic rounding to assess PSS performance, confirm process adherence, and identify coaching opportunities.
- Provided feedback and coaching to strengthen employee skills, process consistency, accuracy, and patient experience.
- Served as an operational resource for scheduling requirements, financial questions, and access issues across patient access & revenue cycle operations.
- Reviewed insurance benefits, generated patient estimates, corrected inaccurate estimates, and handled point-of-service collections.
- Transcribed provider orders, processed referrals, applied payer rules analysis for out-of-network and limited plans, and supported multiple clinics as scheduling needs shifted.
PSS I – Float Team
Baylor Scott & White Health
Hill Country, TX
03.2023 - 01.2024
- Handled $250 in point-of-service collections while supporting scheduling, insurance verification, and patient estimates.
- Processed 50-100 patient check-ins and checkouts per day across front-end access duties in multiple specialty clinics.
- Managed out-of-network and limited plan requirements while following established organizational processes.
- Reviewed patient financial estimates and corrected discrepancies to support accurate patient communication.
- Transcribed provider orders and applied specialty-specific scheduling requirements to maintain appointment accuracy.
- Adapted quickly across Cardiology, Orthopedics, Ophthalmology, Hematology & Oncology, Pain Management, Audiology, and Primary Care workflows.
- Supported Hematology & Oncology in a long-term assignment and trained the permanent PSS during transition into the role.
Owner / Project Manager
GS CONSTRUCTION
Horseshoe Bay, TX
05.2021 - 02.2023
- Reviewed and approved $2500 in invoices, contracts, and change requests to keep project spending controlled.
- Managed 2 active project schedules weekly across simultaneous residential builds and competing deadlines.
- Served as primary client contact, resolving concerns and escalations throughout each project phase.
- Coordinated subcontractor and vendor schedules while monitoring progress against project milestones.
- Negotiated contract changes and contributed to bidding and pre-construction planning.
- Maintained project documentation, scope controls, resource planning, budgeting, and risk mitigation.
- Verified subcontractor contracts and current safety training to support compliant jobsite operations.
Team Manager / Trainer
SITEL CORPORATION
San Angelo, TX
12.2019 - 06.2021
- Monitored representative performance and customer interactions, delivering coaching and accountability to improve quality and productivity.
- Improved team quality scores from approximately 50% to 90% within two months through targeted coaching and performance plans.
- Created weekly scorecards to track KPIs and communicate expectations across the team.
- Developed action plans for employees missing quality or productivity standards and followed up on progress.
- Trained new-hire classes across customer service and annual healthcare insurance benefit enrollment, preparing staff for production.
- Managed escalated customer calls and resolved issues frontline representatives could not handle.
- Communicated daily operational updates and strengthened engagement through recognition and team collaboration.
Independent Contractor / Project Manager
SUGAR & PARIS
Austin, TX
06.2018 - 08.2019
- Developed clearer time-off request and approval processes to improve administrative consistency.
- Built and maintained a customer mailing list to strengthen ongoing communication with clients.
- Coordinated special events and online marketing initiatives for new products and sales.
- Oversaw website redesign efforts and supported social media marketing strategies.
Director
PERFORMANT
San Angelo, TX
01.2018 - 06.2018
- Used performance data to identify operational issues and set measurable goals, milestones, and action plans.
- Drove additional 65% growth in the business unit by strengthening client relationships and operational performance.
- Served as primary client contact and managed ongoing communication, service expectations, and issue follow-up.
- Managed an annual operating budget of approximately $150,000 while balancing service delivery priorities.
- Monitored service performance against goals and expectations to keep operations aligned with client requirements.
- Created corrective action plans to address performance concerns and restore operating consistency.
- Led communication, facilitation, and campaign-related events across internal and client-facing settings.
Operations Manager / Corporate Trainer
SITEL CORPORATION
San Angelo, TX
01.2005 - 01.2018
- Developed 23 managers and 8 Operations Managers through coaching, feedback, and leadership training across fast-paced contact center teams.
- Managed an annual operating budget of approximately $2 million while balancing staffing needs, service quality, and operational priorities.
- Monitored operational and employee KPIs, then built action plans to address productivity, quality, and service gaps.
- Designed and facilitated new-hire, leadership, and train-the-trainer programs to strengthen onboarding and manager readiness.
- Conducted performance coaching, quality monitoring, and employee development to improve frontline consistency and accountability.
- Partnered with Human Resources to refine hiring profiles and improve candidate selection for operations roles.
- Managed customer escalations, issue resolution, quarterly client business reviews, and process improvement initiatives using Kaizen methods and Adobe Storyline curriculum updates.
Education
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Howard College
San Angelo, TexasBusiness and Organizational Management
Rio Salado College
01-2026
Skills
- Patient access & revenue cycle operations
- Scheduling & workflow management
- Order transcription & referral management
- Point-of-service collections
- Insurance authorizations & benefits
- Patient estimates & corrections
- Payer rules analysis
- Referral queue management
- HIPAA compliance
- Patient confidentiality
Timeline
PSS III – Cardiology
BAYLOR SCOTT & WHITE HEALTH
03.2025 - Current
PSS III – Float Pool Team Lead & Trainer
Baylor Scott & White
01.2024 - 03.2025
PSS I – Float Team
Baylor Scott & White Health
03.2023 - 01.2024
Owner / Project Manager
GS CONSTRUCTION
05.2021 - 02.2023
Team Manager / Trainer
SITEL CORPORATION
12.2019 - 06.2021
Independent Contractor / Project Manager
SUGAR & PARIS
06.2018 - 08.2019
Director
PERFORMANT
01.2018 - 06.2018
Operations Manager / Corporate Trainer
SITEL CORPORATION
01.2005 - 01.2018
Business and Organizational Management
Rio Salado College
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Howard College