Sarah M. Quiocho
Summary
A dedicated service professional with strong background in coordinating and managing service operations. Known for driving efficiency and enhancing customer experiences while fostering collaborative team environment. Reliable and adaptable, equipped with key skills in communication and organization.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Communications Service Coordinator
Kaiser Permanente Foundation Hospitals
04.2012 - Current
- Led and supervised a team of PBX Operators ensuring efficient call routing and emergency notification for facility communications
- Served as a key point of contact for phone directory management, on-call scheduling, and emergency notification systems, including paging systems.
- Oversaw and coordinated organizational projects, collaborating with internal departments and third-party vendors to develop and implement improved telecommunications processes. Successful initiatives have been adopted across other Southern California Kaiser facilities.
- Acted as a liaison between medical administrators, IT, and engineering teams to troubleshoot issues, manage outages, and perform system maintenance, minimizing downtime and ensuring prompt issue resolution.
- Developed and maintained comprehensive training materials for operators, ensuring alignment with Kaiser’s policies and fostering a knowledgeable, efficient team.
- Supported smooth operations during management transitions by actively assisting interim managers and ensuring operational continuity.
- Streamlining processes has been a top priority for me. By serving as a pilot for the programs we use and gaining a deeper understanding of the software, I believe I have made a significant contribution to the department's success.
- Worked as a PBX Operator as needed to support team operations.
PBX Operator
Kaiser Foundation Hospitals
06.2005 - 04.2012
- Managed high-volume call routing and screening in a fast-paced environment while strictly adhering to HIPAA guidelines.
- Initiated facility emergencies and hospital codes ensuring a prompt and coordinated response.
- Trained and mentored new and less experienced operators, fostering a knowledgeable team.
- Coordinated on-call doctor schedules and maintained up-to-date directory information to ensure accurate contact details.
- Delivered exceptional customer service
- Troubleshot equipment malfunctions, ensuring timely pager exchanges to maintain patient care continuity.
- Progressed from as a Summer Youth Program intern in PBX Operator to Lead PBX Operator as I developed experience in telecommunications operations.
Intern
UCLA Health
01.2004 - 06.2004
- Gained hands-on experience in a healthcare setting, providing support and assisting with patient care coordination.
- Developed strong interpersonal and organizational skills while working for front office patient check-ins.
- Scheduled appointments both in-person and over the phone appointments.
- Organized and maintained paper charts in medical records, ensuring proper filing and compliance with privacy regulations.
Education
Associates Degree - Liberal Arts And Sciences
Long Beach City College
Long Beach, CAAssociates Degree -
El Camino College
Torrance, CAHigh School Diploma -
Nathaniel Narbonne Senior High School
Harbor City, CASkills
- Project Coordination
- Emergency Alert Management
- Administrative Support
- Collaborative Team Leadership
- Microsoft Office Proficiency
- Paging System Operations
- Cross-Functional Teamwork
- Telephone Communication & Implementation
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Certification
- Medical Terminology Kaiser Permanente School of Allied Health Sciences (KPSAHS)- May 2023
Timeline
Communications Service Coordinator
Kaiser Permanente Foundation Hospitals
04.2012 - Current
PBX Operator
Kaiser Foundation Hospitals
06.2005 - 04.2012
Intern
UCLA Health
01.2004 - 06.2004
Associates Degree - Liberal Arts And Sciences
Long Beach City College
Associates Degree -
El Camino College
High School Diploma -
Nathaniel Narbonne Senior High School
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