Wilmary Flores
Hialeah,FL
Summary
Resume Summary:
Experienced and results-oriented Call Center Supervisor with a proven track record of leading high-performing teams to enhance patient access and customer service excellence. Adept at implementing operational initiatives to support organizational goals, including appointment scheduling, registration, referral management, and outreach. Skilled in recruiting, retaining, and mentoring staff, fostering a collaborative and positive work environment, and achieving service level and abandonment rate targets.
Demonstrates exceptional leadership through teamwork, innovation, and strategic thinking to drive efficiency, standardization, and patient satisfaction. Experienced in designing future-state workflows and collaborating with multidisciplinary teams to improve patient flow, operational processes, and team engagement. Serves as a role model in work ethic, customer service, and values, consistently supporting change management initiatives with adaptability and managerial courage. Dedicated to advancing organizational success while upholding Memorial Healthcare System's service standards and values.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Access Center Supervisor
Memorial Healthcare
Miramar, FL
09.2022 - Current
- Led daily operations for a high-volume outpatient imaging scheduling team, deploying proactive strategies to optimize productivity, enhance patient experience, and achieve departmental goals.
- Collaborated cross-functionally with Epic teams (MyChart, Cadence, Radiant) to design and implement enhancements, including:
A prescription upload feature via MyChart, improving patient satisfaction and streamlining clinical workflows.
A Behavioral Health Decision Tree, boosting scheduling accuracy and enhancing patient navigation.
MRI preparation delivery via MyChart, increasing efficiency and improving patient readiness. - Evaluated and improved processes, leveraging audit findings and project feedback to develop best practices and support knowledge base creation.
- Partnered with clinical departments to ensure alignment and coordination between schedulers and clinical workflows.
- Monitored team performance through regular evaluations, coaching on key metrics, and fostering consumer-first behaviors to enhance satisfaction ratings.
- Presented productivity and performance reports to senior leadership, driving data-informed decision-making.
- Managed recruitment and staffing, including interviewing, onboarding, evaluations, and corrective actions as needed.
- Resolved vendor and internal stakeholder issues, maintaining open lines of communication and ensuring training expectations were met.
- Supported the successful onboarding of over 14 clinical departments, contributing to strategic growth and operational readiness.
- Collaborated with senior leadership to develop and implement departmental policies for improved service delivery and efficiency.
Patient Access Team Lead
Memorial Healthcare System
Miramar, FL
09.2021 - Current
- Ensured smooth workflow within the department by actively coordinating with team members and cross-functional departments.
- Cross-trained team members to meet operational needs and maintain consistent service levels during staffing fluctuations.
- Maintained in-depth knowledge of services and procedures to assist staff in resolving complex patient scheduling concerns and escalations.
- Investigated and addressed sensitive patient complaints, delivering timely and satisfactory resolutions.
- Identified performance gaps and personnel challenges, implementing corrective actions to minimize disruption and improve team efficiency.
- Conducted interviews, provided hiring recommendations, and supported ongoing performance evaluations to build a strong, capable team.
- Championed a culture of customer service excellence by modeling empathetic, knowledgeable interactions and resolving concerns effectively.
- Demonstrated strong communication and problem-solving skills in handling escalated situations and facilitating resolutions with both patients and internal stakeholders.
Patient Access Representative 2
Memorial Healthcare System- South Broward Community Health
Miramar, FL
07.2020 - 09.2021
- Verified demographics and insurance information to register patients in a computer system.
- Dispensed appropriate information regarding facility services.
- Responded to patient concerns and inquiries professionally and efficiently.
- Created new accounts and updated existing patient accounts with the most current details.
- Assisted on special projects and assignments.
- Set and confirmed patient appointments.
Assistant Preschool Teacher
City of Pembroke Pines Early Development Center
Pembroke Pines, FL
06.2019 - 06.2020
- Organized and led activities to promote physical, mental and social development.
- Controlled classroom environments with clearly outlined rules and positive reinforcement techniques.
- Collaborated with parents to develop and maintain strong support networks and build rapport to foster seamless communication.
- Maintained tidy and clean classroom consistent with safety and health standards.
- Implemented hands-on, play-based strategies such as games and crafts for experiential learning.
Sales Representative
Metro PCS
Miramar, FL
06.2016 - 12.2016
- Greeted store customers promptly and responded to questions with knowledgeable service.
- Established new customer accounts.
- Completed documentation for product and service sales.
- Updated database with customer and sales information.
Education
Some College (No Degree) - Business Administration
Miami-Dade College
Miami, FL, United States12-2027
Skills
- Fluent in Spanish & English
- Staff Management
- Project management abilities
- Multi-unit operations management
- Process improvement strategies
- Call Center Operations
- Skilled in Microsoft Office Applications & Visio
- Organizational skills
- Solutions development
- Sales
- Recruiting and hiring
- Policy implementation
- Process improvement
- Vendor management
- Analytical thinking
Certification
- Lean Six Sigma Green Belt
Accomplishments
- Recognized with Memorial Healthcare System's High Performer Award in June 2022 and April 2024.
Additional Information
- Early Childhood Professional Certificate (ECPC), Fall 2012-
- Summer 2016 Catalyst Innovation Showcase 2017 Make it Happen Award
Timeline
Patient Access Center Supervisor
Memorial Healthcare
09.2022 - Current
Patient Access Team Lead
Memorial Healthcare System
09.2021 - Current
Patient Access Representative 2
Memorial Healthcare System- South Broward Community Health
07.2020 - 09.2021
Assistant Preschool Teacher
City of Pembroke Pines Early Development Center
06.2019 - 06.2020
Sales Representative
Metro PCS
06.2016 - 12.2016
Some College (No Degree) - Business Administration
Miami-Dade College
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