Victor Gonzalez
Avondale,AZ
Summary
Medical professional with a combined 22 years of facility and Revenue Cycle experience Responsible for 35+ FTE’s (Sovereign Healthcare and UMC of El Paso) Improve customer service score from 75-80% to 88-90% Bilingual (Fluent English & Spanish)
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Experienced with team leadership, strategic planning, and operational management. Utilizes effective communication and organizational skills to drive project success. Track record of fostering productive work environments and achieving set goals.
Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs.
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated [Product or Service] expertise, including competitive offerings, pricing, and market positioning.
Overview
26
26
years of professional experience
Work History
Insurance Verification and Financial Counseling Manager
Sovereign Healthcare
10.2015 - Current
- Developed relationships with Arizona and California outpatient facility providers, eligibility services partners(s), and customers.
- Planned, developed, implemented, evaluated, and continually improved insurance verification services.
- Provided leadership and management to Patient Financial Services and Insurance Verification.
- Responsible for the management of all outpatient accounts for self-pay or insured.
- Managed third party payers to include insurance up front collections for co-pays and deductibles.
- Imposed a strong emphasis on customer service and the overall patient experience.
- Review and processed of department payroll for 28+ associates.
- System development to permit adequate follow-up with previous patients’ concerns and questions.
- Assisted in streamlining the process for our call center. Average monthly call volume of 4,502 patient calls 90% of answered calls 5% abandoned and 5% voicemail.
Store Lead-key holder
Grunt Style
01.2023 - 11.2023
- Developed relationships with both internal and external customers.
- Planned outreach events at the store and out in the community, developed, implemented, evaluated, and continually improved customer services.
- Provided leadership and management daily sales revenue reports.
- Imposed a strong emphasis on customer service and the overall customer experience.
- Review team schedules and assist with training of new and existing associates.
- Assisted with store inventory and ordering of new merchandise.
Patient Access Supervisor
University Medical Center of El Paso
05.2012 - 07.2014
- Responsible for coordinating and supervising the following registration areas of seven CARES clinics:
- Activities include direct supervision of associates regarding scheduling, training evaluation, and discipline.
- Responsible for department quality improvement programs.
- Prepare regular and on-demand reports for Patient Access Manager and Patient Financial Service Director.
- Responsible of cash collection process.
- Verified benefits for office visits and in/outpatient services.
Enrollment Services Supervisor
University Medical Center of El Paso
01.2007 - 04.2012
- Developed relationships with El Paso Hospital district healthcare providers, eligibility services partner(s), and customers.
- Responsible for advising and educating patients regarding potential financial assistance programs.
- Oversee the internal audit that determines if a candidate is eligible for services.
- Provide guidance to those who may not be eligible and direct them to other government assistance programs.
- Ensure our potential patients are knowledgeable of Medicaid, CHIP, Medicare or QMB Programs.
- Oversee our patients’ total account portfolio and approve financial assistance applications for the department.
- Increased POS Collections by 40%.
Enrollment Benefits Specialist Team Lead
El Paso First Healthcare Inc.
07.2004 - 12.2006
- Ensure that patients’ information is managed with proper care by following the statutes set forth by CHIP, Medicaid, Group Health, HealthCare Options, and local community indigent programs within our area.
- Responsible for high volume of in/outgoing calls for our customers.
- Educate new and existing customers on benefits or billing questions.
- Helped pilot a program that allowed for potential home patient visit for those in need.
- Community education about to shed light on assistance programs that resulted in improved classification of the existing database at the facility.
- Experience in developing marketing and outreach programs.
- Developed and cultivated relationships with new and established referrals. Develop public relations programs and promotional activities focused on the external market.
- Promoted El Paso First Health Plans service through a combination of personal contacts, fliers, mass mailing, public presentations, and dedicated events at El Paso First Health Plans or around our community.
E-4 Team Leader
United States Army
01.2001 - 06.2004
- While serving as an infantry soldier for the US Army my adaptation to the environment and my fellow soldiers allowed me to go from an E-1 to an E-4, making me team leader of the squad.
- On a regular basis my squad and I would spend most of our time in the firing range preparing ourselves should we be called to duty.
- I oversaw maintaining my squad and keeping constant communication with their families.
- I was deployed with my unit many times and, while protecting my life and those of my fellow soldiers, I developed, demonstrated, and delegated our everyday responsibilities.
Data Entry and Billing
Scottsdale Healthcare Inc.
07.1999 - 12.2000
- Maintain and processed Data Entry and Billing Cycles.
- Reviewed providers’ claims and assisted patients to understand their portion of responsibility regarding health services rendered.
- Scheduled appointments and collected co-pays, deposits, and monies on account balances.
- Through hard work and teamwork, as well as how to initiate and manage a group of people to get any issue that may arise resolved so that we may succeed together.
Education
GED -
El Paso Community College
El Paso, TX01.1996
Bachelor of Science - Healthcare Administration
WGU
09.2025
Skills
- Solid working knowledge of Windows 95& 98 and Excel Md2000
- Fluent in both English and Spanish languages
- Knowledgeable of uncommon medical terms, regulations, and privacy laws such as HIPPA Regulations
- Efficient with medical decoding due to my extensive training and involvement with both internal and external clients
- I have perfected my skill set in developing rapport with a milieu of potential patients which has allowed me to be successful in my current role
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Operations management
- Customer relationship management (CRM)
- Staff development
- Shift scheduling
- Policy implementation
- Conflict resolution
- Workforce management
- Performance evaluations
- Negotiation
- Expectation setting
- Employee onboarding
- Coaching and mentoring
Languages
Spanish
Native or Bilingual
Timeline
Store Lead-key holder
Grunt Style
01.2023 - 11.2023
Insurance Verification and Financial Counseling Manager
Sovereign Healthcare
10.2015 - Current
Patient Access Supervisor
University Medical Center of El Paso
05.2012 - 07.2014
Enrollment Services Supervisor
University Medical Center of El Paso
01.2007 - 04.2012
Enrollment Benefits Specialist Team Lead
El Paso First Healthcare Inc.
07.2004 - 12.2006
E-4 Team Leader
United States Army
01.2001 - 06.2004
Data Entry and Billing
Scottsdale Healthcare Inc.
07.1999 - 12.2000
Bachelor of Science - Healthcare Administration
WGU
GED -
El Paso Community College