VICTORIA AYALA
San Antonio
Summary
Dedicated and compassionate healthcare professional with over 8 years of experience in care coordination, office management, and patient-centered healthcare operations. Passionate about supporting both patients and providers through organized, efficient, and empathetic service.
Overview
10
10
years of professional experience
Work History
Care Coordinator - Primary & Chronic Care Management
Quality of Life Holistic Care
San Antonio
06.2025 - Current
- Coordinate chronic care services for a panel of 200+ Medicare patients, ensuring full compliance with CMS Chronic Care Management guidelines.
- Conduct comprehensive health assessments and develop individualized care plans in collaboration with primary care providers and specialists.
- Monitor patient progress, proactively preventing hospital readmissions through frequent outreach and education.
- Educate patients and families on disease management for chronic conditions such as diabetes, hypertension, COPD, and heart failure.
- Maintain accurate EHR documentation of care plans, communications, and coordination activities.
- Facilitate referrals to community, behavioral health, and home health resources for patient-centered care.
- Utilize population health tools to track outcomes, close care gaps, and support clinic-wide quality initiatives.
- Collaborate in interdisciplinary team meetings to ensure seamless continuity of care across services.
Office Manager
Pathfinders Psychological & Psychiatric Services
Brownsville
03.2021 - 04.2025
- Oversaw daily office operations, ensuring smooth workflow and compliance with clinic policies.
- Managed staff schedules, provider calendars, and resolved scheduling conflicts efficiently.
- Supported billing processes by tracking revenue, collecting balances, and managing insurance claims and authorizations.
- Improved patient and staff communication by implementing a streamlined escalation process.
- Collaborated closely with the Clinic Director to maintain a positive and efficient work environment.
- Organized clinic events, meetings, and trainings to foster team collaboration and morale.
- Supervised front desk operations to ensure exceptional service and patient satisfaction.
Receptionist
Brownsville Kiddie Health Center (Dr. Carmen Rocco)
Brownsville
08.2017 - 10.2019
- Welcomed and checked in patients while managing insurance verification, co-pays, and balances.
- Assisted patients with scheduling, referrals, and medical record updates.
- Maintained patient data accuracy and ensured compliance with confidentiality standards.
- Managed phone and front-desk communications, efficiently handling patient inquiries and paperwork.
Front Desk & Check-Out Clerk / Call Center Representative
Valley Day and Night Clinic
Brownsville
01.2016 - 07.2017
- Provided patient registration, insurance verification, and payment collection for multiple departments.
- Balanced cash drawers and prepared daily deposits with precision and accountability.
- Monitored patient flow and ensured timely service delivery in a fast-paced clinical setting.
- Answered and directed calls professionally, supporting multiple clinics and departments.
Education
Master of Science - Health Science
University of Texas Rio Grande Valley
Edinburg, TXBachelor of Applied Technology - Health Services Technology
University of Texas Rio Grande Valley
Edinburg, TXAssociate of Applied Science - Medical Practice Management
Kaplan College
Brownsville, TXHigh School Diploma -
Simon Rivera High School
Brownsville, TXSkills
- Chronic Care Management (CCM)
- Preventive Health Coordination
- Patient Education
- Insurance Verification
- Billing Processes
- EHR Systems
- Interdisciplinary Team Collaboration
- Microsoft Office
- Google Workspace
- Adobe Suite
- Strong Interpersonal Skills
- Office administration
- Customer service
- Medical terminology understanding
- Active listening
- Problem-solving
- Claims processing
- Time management
- Conflict resolution
- Community outreach
- Documentation
- Verbal and written communication
- Cultural sensitivity
- Multitasking and organization
- Empathy and compassion
- Scheduling
- Patient advocacy
- HIPAA compliance
References
- Crystal Cantu, 956-466-7070
- Marie Armendariz, 956-640-2934
Languages
- English
- Spanish
Timeline
Care Coordinator - Primary & Chronic Care Management
Quality of Life Holistic Care
06.2025 - Current
Office Manager
Pathfinders Psychological & Psychiatric Services
03.2021 - 04.2025
Receptionist
Brownsville Kiddie Health Center (Dr. Carmen Rocco)
08.2017 - 10.2019
Front Desk & Check-Out Clerk / Call Center Representative
Valley Day and Night Clinic
01.2016 - 07.2017
Master of Science - Health Science
University of Texas Rio Grande Valley
Bachelor of Applied Technology - Health Services Technology
University of Texas Rio Grande Valley
Associate of Applied Science - Medical Practice Management
Kaplan College
High School Diploma -
Simon Rivera High School