SONIA PALAFOX
Norwalk,CA
Summary
Organized and dependable bilingual healthcare professional with more than 15 years of experience in member support, customer service, patient advocacy, patient coordination, and front-office operations. Experienced in leadership support, staff training and mentoring, interviewing support, and maintaining daily operations in fast-paced environments. Supported the opening of the Norwalk Community Resource Center (CRC), including the ribbon-cutting event, and continues to provide Lead coverage during the Lead vacancy and manager absences. Experienced in supporting other CRC locations when short-staffed, maintaining operations with minimal staffing, coordinating events, and developing workflows that promote consistent service. Known for taking initiative, solving problems, supporting staff, and building positive relationships with members and the community.
Overview
19
19
years of professional experience
Work History
Community Resource Center Representative II
L.A. Care Health Plan
11.2022 - Current
- Supported the Norwalk Community Resource Center, including preparation and execution of the ribbon-cutting event.
- Help maintain daily CRC operations and execute programs and events, including during periods of minimal staffing.
- Currently provide Lead coverage during the Lead vacancy and manager absences, helping maintain continuity of daily operations and supporting staff with questions, assignments, and operational needs.
- Supported staff interviews and the hiring process, contributing to candidate interviews and providing insight regarding operational needs and team fit.
- Train and mentor new hires and existing specialists at Norwalk and provide training and operational support to staff at other CRC locations.
- Travel to and support other CRC locations when they are short-staffed, helping maintain daily operations, member services, onboarding, procedures, and data accuracy.
- Have led a three-person team to sustain center operations through clear assignments, effective workflows, communication, and coordination with leadership.
- Support the development and improvement of service practices that promote a strong member experience; build positive relationships with regular participants and community members.
- Listen to members and support appropriate triaging to internal and external resources.
- Help members navigate health plan programs through referrals, CRC activities, and community resources.
- Respond to member concerns and route complex needs for appropriate follow-up.
- Ensured timely vendor coordination to facilitate program operations. and program descriptions, review monthly invoices, and maintain relationships that support CRC programming and events.
- Supported the Data Work Group to improve coding practices across all 14 CRCs; provide data training and present findings to specialists at other CRC locations.
- Identify and track facility and security concerns through service tickets, coordinate with support teams, and help maintain clean, safe public and meeting spaces.
- Manage incoming calls and inquiries, appointment scheduling, scanning, data entry, and data quality review to support timely and accurate service.
- Monitor inventory and coordinate supply orders; work with management and staff to resolve operational and administrative issues.
Lead Patient Care Coordinator I
Providence
09.2015 - 03.2022
- Delivered compassionate customer service to patients and visitors.
- Coached front-office staff on daily procedures, workflows, and patient needs.
- Developed training materials and guided staff through registration and office workflows.
- Assisted with staff scheduling and daily assignments.
- Coordinated front-office activities to improve patient flow and maintain efficient operations.
- Managed patient registration, account updates, and insurance verification, including Medi-Cal and Medicare.
- Handled high-volume patient calls and payment collection while reviewing registration and account information for accuracy.
- Resolved complex patient concerns in English and Spanish, helping maintain a respectful service experience.
- Monitored supply inventory, reviewed counts, and coordinated vendor orders to keep the office prepared for daily operations.
Receptionist
OnSite Wellness
01.2014 - 09.2014
- Welcomed clients and visitors and maintained a professional front-desk experience.
- Answered and routed calls according to office procedures.
- Responded to routine inquiries and directed requests to the appropriate staff.
- Entered and updated client information in central databases.
- Maintained organized electronic and physical records.
- Processed incoming and outgoing correspondence and mail.
Medical Receptionist
Cheng L. Kuo, M.D.
09.2007 - 01.2012
- Managed patient check-in, registration, and front-office service.
- Verified insurance coverage and collected copays and other payments.
- Processed cash, check, credit card, and debit card transactions accurately.
- Screened and prioritized high-volume calls and routed requests to clinical or administrative staff.
- Updated patient records and medical histories; scanned and documented information in electronic health records.
- Scheduled appointments, screenings, and examinations and coordinated physician schedules to support patient flow.
- Completed additional administrative tasks to keep office operations organized.
Education
High School Diploma -
City of Angels Independent Studies
Carson, CA01-2006
Skills
- Leadership Support & Team Coordination
- Staff Training, Mentoring & Onboarding
- Interview & Hiring Support
- Community Resource Center Operations
- Event Coordination & Execution
- Member Service & Problem Solving
- Workflow & Process Improvement
- Data Entry & Records Management
- Scheduling & Calendar Management
- Facility & Security Issue Coordination
- Inventory & Supply Management
- Insurance Verification & EHR
- Bilingual English/Spanish
Timeline
Community Resource Center Representative II
L.A. Care Health Plan
11.2022 - Current
Lead Patient Care Coordinator I
Providence
09.2015 - 03.2022
Receptionist
OnSite Wellness
01.2014 - 09.2014
Medical Receptionist
Cheng L. Kuo, M.D.
09.2007 - 01.2012
High School Diploma -
City of Angels Independent Studies