STEVEN PENA
Lubbock
Summary
Compassionate medical professional with experience in patient relations and hospital administration. Skilled in streamlining operations, enhancing patient satisfaction, and improving overall hospital efficiency. Demonstrated leadership skills that guide teams towards success in achieving patient care goals. Known for nurturing patient relationships to enhance the healthcare experience and foster continuous improvement in patient care services.
Overview
10
10
years of professional experience
8065
8065
years of post-secondary education
1
1
Certification
Work History
Lead Patient Relations Assistant
Lubbock VA Outpatient Clinic
Lubbock
10.2022 - 03.2026
- Conduct daily meetings with ambassadors to distribute and balance the workload among employees.
- Standardize the experience of assistance with navigation and information for Veterans and their family members.
- Monitor working conditions such as equipment, lighting, safety, etc.
- Greet visitors and provide an exceptional experience that builds the trust and confidence of Veterans and their families.
- Assist patients in solving any conflicts that may arise.
Customer Service Representative
Lubbock Power and Light
Lubbock
05.2022 - 10.2022
- Conferred with customers by telephone to provide information about products or services, cancel accounts, or obtain details of complaints.
- Checked to ensure that appropriate changes were made to resolve customers' problems.
- Completed contract forms, prepared change of address records, and issued service discontinuance orders, using computers.
- Kept records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Site Specialist
Curative
Miami
05.2021 - 10.2021
- Greeted and registered patients promptly, professionally, and effectively in accordance with departmental policies and procedures.
- Implemented care and efficiency improvements to support and enhance testing operations.
- Collaborated with administrative and medical personnel to maintain a patient-focused, engaging, and compassionate environment.
- Understood and complied with applicable federal, state and local laws and company policies, in order to ensure patient privacy and maintain all HIPAA standards.
Health Promotion Associate
Impact Health
Miami
02.2021 - 04.2021
- Communicated with hundreds of patients daily to register them for their desired exam, accurately filling out all necessary information.
- Facilitated the flow of vehicle traffic for smooth testing operations.
- Explained facility policies and ensured patients and/or relatives understood and signed the consent and insurance forms.
- Kept inventory of an average of 400 COVID-19 PCR tests per day.
Area Guard
USMC
Camp Pendleton
02.2020 - 10.2020
- Managed and accounted for over 5 million dollars' worth of weaponry, optics, and military communication equipment.
- Ensured all weaponry was properly working and functioned correctly to allow marines to properly execute and accomplish their mission.
- Accounted for all damaged and unserviceable equipment to be documented, in order to be properly cared for and sent to the next echelon of care necessary.
- Mentored and trained marines on the importance of running day to day operations as an custodian to allow the company to have successful operations and no missing equipment.
- Conducted gear inspections on fire teams and escorted watch standers to their posts.
- Marine Corps Base Camp Pendleton
Infantry Fire Team Leader
USMC
Camp Pendleton
11.2018 - 02.2020
- Executed multiple live fire exercises as a team leader and squad leader during maneuvering ranges.
- Taught and mentored peers on current job of field to ensure they are proficient as infantryman but also outside of work on leadership and personal goals.
- Maintained accountability of marines during crisis alert on the 11th MEU, ensured marines were properly equipped, trained, and combat ready to respond to any situation.
- Marine Corps Base Camp Pendleton
Fleet Anti-Terrorism Security Team
MCSFCO
Yorktown
05.2016 - 11.2018
- Performed as a Team Leader for Fleet Anti-Terrorism Security Team for two years ensuring marines we're trained to execute advance urban operations on different terrain, post standing procedures ECP (Entry Collection Points), VCP (Vehicle Collection Point), employing deadly force according through the rules of engagement, mentored marines on leadership but also during off duty hours to help marines become successful.
- Executed MRX (Marine Regimental Exercise) in 2016 and 2017, lead marines during various stressful scenarios that dealt with convoy operations, patrolling, mass casualties, CBRN attacks, base compound infiltration, and Riot Control.
- Trained in multiple weapon systems and qualified from small weapon systems to heavy weapon systems including M9, M16, M4, M27 IAR, M203 GL, M249 LMG, M240B MMG, and M2 50. Cal HMG.
- Deployed to Guantanamo Bay in 2017. Ensured all base security as the responsibilities as a watch stander. Ensured all marines were trained, had proper gear/weapon systems to execute posts, and all equipment on post were accounted for.
- Maintained mission readiness for embassy reinforcement response in Rota, Spain during 2018 to ensure a quick reaction force was ready to respond in the EUROCOM area of responsibility and executed American Embassy reinforcement exercises.
- Yorktown, VA
Education
Basic Security Guard School - deadly force/rules of engagement training, non-lethal weapons training, post standing procedures, employing different weapon systems on an urban terrain, and pistol qualification course
Chesapeake, VAInfantry Training - infantry operations including patrolling, defense, combat hunter, conditioning, and leadership
Camp Lejeune, NCMarine Corps Recruit Training -
Parris Island, SCCoral Gables Senior High -
Miami, FLSkills
- Patient advocacy
Certification
- Combat Lifesaver, Bravo Fleet Antiterrorism Security Team, 08/01/16
- Certificate of Contamination (O.C. Spray Level 1 and 2)
- Non-Lethal Weapons Certified
- High Pistol Shooter Qualified
- Enlisted Professional Military Education for Lance Corporal and Corporal Course Certified
Timeline
Lead Patient Relations Assistant
Lubbock VA Outpatient Clinic
10.2022 - 03.2026
Customer Service Representative
Lubbock Power and Light
05.2022 - 10.2022
Site Specialist
Curative
05.2021 - 10.2021
Health Promotion Associate
Impact Health
02.2021 - 04.2021
Area Guard
USMC
02.2020 - 10.2020
Infantry Fire Team Leader
USMC
11.2018 - 02.2020
Fleet Anti-Terrorism Security Team
MCSFCO
05.2016 - 11.2018