Selena Yzaguirre
Fontana,CA
Summary
Healthcare professional with a Master’s in Healthcare Management, skilled in patient support, administration, and project management. Experienced in training, handling escalations, and implementing data-driven workflow improvements to enhance patient experience and efficiency.
Overview
10
10
years of professional experience
Work History
Appointment Setter (Surgical Services Specialty Call Center)
Kaiser Permanente
03.2015 - Current
- Assisted patients with scheduling specialty referrals, consultations, and pre-/post-operative appointments in a high-volume, structured contact center environment
- Assessed call urgency by actively listening and following established protocols, escalating to a Registered Nurse for urgent or emergent cases as needed
New Hire Trainer/Mentor (Surgical Services Specialty Call Center)
Kaiser Permanente
03.2015 - Current
- Utilized research to enhance training materials, ensuring accuracy and alignment with best practices
- Conducted comprehensive 6-8 week in-office training sessions for all 15 specialty departments, incorporating researched scheduling workflows and departmental guidelines
- Delivered refresher training to existing staff, highlighting updated workflows and guideline changes
- Provided specialized training to new team managers within the Virtual Medical Center, detailing critical checkpoints (“hard stops”) for each specialty department
Booking Team Champion (Surgical Services Specialty Call Center)
Kaiser Permanente
03.2015 - Current
- Assigned to projects supporting specialty departments with administrative and project management expertise, improving access to standard reports and addressing high-level escalations and grievance cases
- Managed and provided daily reports on access, waitlist, and out-of-standard metrics to department management, supporting data-driven decisions and adherence to organizational standards
Education
Masters of Science in Healthcare Management -
Colorado Technical University
Colorado Springs, CO08.2024
Bachelor of Science in Healthcare Management -
Colorado Technical University
Colorado Springs, CO05.2022
Skills
Patient Support and Communication
Project Management
Training and Development
Administrative Skills
Analytical and Research Skills
Awards
Recipient of the Regional Access Award in collaboration with Physical and Occupational Therapy department management Kaiser Permanente
Timeline
Appointment Setter (Surgical Services Specialty Call Center)
Kaiser Permanente
03.2015 - Current
New Hire Trainer/Mentor (Surgical Services Specialty Call Center)
Kaiser Permanente
03.2015 - Current
Booking Team Champion (Surgical Services Specialty Call Center)
Kaiser Permanente
03.2015 - Current
Masters of Science in Healthcare Management -
Colorado Technical University
Bachelor of Science in Healthcare Management -
Colorado Technical University
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