Wendy Gonzalez
Largo,FL
Summary
Healthcare service professional with proven track record in patient communication and problem resolution. Adept at managing patient inquiries, coordinating with medical teams, and ensuring smooth service delivery. Strong focus on teamwork and adaptability, consistently achieving results even in high-pressure environments. Known for empathy, active listening, and effective conflict resolution skills.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Respiratory Supply Supervisor
Baycare Home Care
Largo, FL
07.2018 - Current
- The supply team grew from 7- 14 team members
- With implementation of S3, sales increased by 93%.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Sought ways to improve processes and services provided.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Identified and resolved discrepancies and errors in customer accounts.
- Collaborated with healthcare teams to streamline communication and improve service delivery.
- Trained new staff on customer service protocols and systems for optimal performance, S3, VGM and HC+.
- Utilized electronic health record systems to document patient interactions accurately and promptly, HC+ and Cerner.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Implemented training programs for staff on best practices in supply handling and safety protocols.
- Enhanced team productivity by providing ongoing training initiatives targeted at improving skills gaps among employees.
- Handled maintenance reports for orders requested and completed.
Patient Access Team Leader
Tampa General Hospital
Tampa, FL
08.2005 - 07.2018
- Streamlined workflow processes, reducing patient wait times for patients arriving for surgery at 5:30am and increasing satisfaction ratings.
- Coordinated cross-departmental initiatives to improve communication and collaboration among teams.
- Empowered 35 team members by delegating responsibilities according to individual strengths and areas of expertise. Each team member located in decentralized areas for registration(main admissions, 2 rehab centers, transplant center, OB department, radiology departments and GI department)
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call traffic while maintaining exceptional service quality standards.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Education
Certificate of Technical Studies - Unit Coordinator
Concorde Career College
Associate of Applied Science - Health Sciences
St Pete College
Seminole, FL12-2026
Skills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Medical terminology
- Empathy and patience
- Team and Collaboration
- Relationship building
- Multitasking and organization
- English and Spanish fluency
- Conflict resolution
- Policies and procedures adherence
Certification
- Certificate: Unit Coordinator
- Concord
- Tampa Fl
Timeline
Respiratory Supply Supervisor
Baycare Home Care
07.2018 - Current
Patient Access Team Leader
Tampa General Hospital
08.2005 - 07.2018
Certificate of Technical Studies - Unit Coordinator
Concorde Career College
Associate of Applied Science - Health Sciences
St Pete College