Diane Flores
Mesa
Summary
Focused on providing optimal support to clients through personalized assistance and care required to manage diverse medical conditions. Proficient in organizing medications, doctor appointments and personal activities. Caring, organized and friendly with excellent interpersonal skills. Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative and Tech
Nationwide Vision
06.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Assisted patients in filling out check-in and payment paperwork.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Pretest
Memory Care Supervisor
Villa Ocotillo Assisted Living
02.2019 - 05.2023
- Coordinated with other healthcare providers concerning treatment plans for patients.
- Developed and distributed employee work schedules based on operational needs and employee requests.
- Communicated with doctors, nurses, patients and other employees to identify and resolve healthcare needs.
- Responded to inquiries from doctors, nurses and patients with accurate information.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
- Excellent communication skills, both verbal and written
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Cultivated amiable relationships with over [40] residents, resulting in strong
overall patient happiness and emotional well-being - Developed and maintained courteous and effective working relationships
- Passionate about learning and committed to continual improvement
Lead Caregiver
Grand Court Of Mesa Assisted Living
04.2012 - 02.2019
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Documented residents' mental status, sleep and eating patterns in medical record books.
- Used E-MAR to maintain records of services performed and apparent condition of patients.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Conferred with supervisor to discuss patient condition and medical care.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Cultivated amiable relationships with over [20] residents, resulting in strong
overall patient happiness and emotional well-being - Voted "best" memory care unit
Resident Services Manager
Solterra Senior Living Of Chandler
01.2011 - 04.2012
- Led, directed and motivated others to innovate and excel.
- Applied reason, logic, and advanced problem-solving skills to resolve complex and sensitive issues.
- Ordered all supplies and kept check on inventory levels.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Recruited, hired and coached employees to offer high-quality, cost-effective care to all residents.
- Communicated with patients, ensuring that medical information was kept private.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Assisted patients with self-administered medications.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Managed over 20 caregivers
Lead Caregiver/Staffing Coordinator
Sunrise Senior Living
03.2009 - 01.2011
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Maintained frequent supervision of residents unable to call for assistance.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Administered medication as directed by physician.
- Set schedules for over 15 caregivers by planning and designating shifts and hours.
- Assisted coworkers and staff members with special tasks on daily basis.
- Developed and facilitated new-hire orientations.
- Completed human resource operational requirements by scheduling and assigning employees.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
Office Manager
Strayer Electric
01.2006 - 03.2009
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Oversaw quality control and productivity rates to increase revenue and production times.
- Coordinated special projects and managed schedules.
- Maintained computer and physical filing systems.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
- Maintained energy and enthusiasm in fast-paced environment
- Delivered exceptional level of service to each customer by listening to concerns and answering questions
- Managed over 50 customer calls per day
Education
High School Diploma -
Fitch High School
Youngstown, Ohio1987
Skills
- Medication dispensing
- Training and mentoring
- Staff Management
- Hiring and recruitment
- Inventory and restocking
- Patient Care
- Dementia Knowledge
- Strong communicator
- Effective problem-solver
- Flexible & Adaptable
- Schedule Management
- Lead qualification
- Self-motivated professional
Affiliations
Volunteered at Arizona Animal Welfare League (AAWL) 2006-2008
Certification
Certified Caregiver
First Aide
CPR
Timeline
Customer Service Representative and Tech
Nationwide Vision
06.2023 - Current
Memory Care Supervisor
Villa Ocotillo Assisted Living
02.2019 - 05.2023
Lead Caregiver
Grand Court Of Mesa Assisted Living
04.2012 - 02.2019
Resident Services Manager
Solterra Senior Living Of Chandler
01.2011 - 04.2012
Lead Caregiver/Staffing Coordinator
Sunrise Senior Living
03.2009 - 01.2011
Office Manager
Strayer Electric
01.2006 - 03.2009
High School Diploma -
Fitch High School