Sheila Gonzalez
Brooklyn
Summary
Dedicated and detail-oriented care coordinator with over three years of experience in patient support, digital communications, and case management within healthcare environments. Proven ability to manage high volumes of calls and messages while effectively de-escalating client concerns and ensuring accurate record-keeping. Committed to leveraging strong customer service and administrative skills to enhance patient experiences in healthcare or service-oriented roles. Eager to contribute to a team that prioritizes compassionate care and operational excellence.
Overview
8
8
years of professional experience
Work History
LHCSA (Licensed Home Care Services Agency) Specialist
FreedomCare
08.2024 - 04.2025
- Assisted patients in securing qualified Home Health Aides.
- Managed high volumes of calls; served as liaison among patients, aides, and insurance providers.
- Met performance goals related to KPIs and service quality.
- Handled escalations and provided timely follow-ups.
- Coordinate and manage caregiver schedules, ensuring timely and appropriate matches between patients and HHAs based on care needs, location and availability.
- Communicate with health plans to request service authorizations, ensuring patients receive timely care in accordance with coverage guidelines.
Digital Care Coordinator
FreedomCare
07.2023 - 08.2024
- Managed high volumes of SMS, MyTeam messages, and emails.
- Provided empathetic, timely responses to clients and caregivers via text and email
- Maintained productivity targets and service quality standards.
Care Coordinator
FreedomCare
10.2021 - 07.2023
- Oversaw a caseload of 250 cases and acted as main contact for families and insurers.
- Logged calls, tracked case progress, and ensured documentation accuracy.
- Managed a high volume of calls inbound and outbound in a fast paced-customer service environment.
- Served as a key point of contact for enrolled caregivers such as payroll issues, timesheet errors, direct deposit change, and schedule updates.
- Managed follow-up on cases placed on hold to ensure proper steps were taken to resume care.
Sales Support Generalist
Victoria's Secret
11.2016 - 03.2020
- Operated a cash register for cash, check and credit card transactions with 100% accuracy.
- Priced merchandise, stocked shelves and took inventory of supplies.
- Cleaned and organized the store, including the checkout desk and displays.
- Alerted customers to upcoming sales events and promotions.
- Handled all customer relations issues in a gracious manner and in accordance with company policies.
- Welcomed customers into the store and helped them locate items.
- Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
Education
High School Diploma -
Williamsburg Charter High School
Brooklyn, NYSkills
- Bilingual communication in English and Spanish
- Effective communication
- Problem solving
- Time management / Organization
- Software: Microsoft Word, Excel, PowerPoint, Firefox, MyTeams, Sales Force, Medflyt, Verint and Emepon
Timeline
LHCSA (Licensed Home Care Services Agency) Specialist
FreedomCare
08.2024 - 04.2025
Digital Care Coordinator
FreedomCare
07.2023 - 08.2024
Care Coordinator
FreedomCare
10.2021 - 07.2023
Sales Support Generalist
Victoria's Secret
11.2016 - 03.2020
High School Diploma -
Williamsburg Charter High School