Yesenia Bernal
Ontario,CA
Summary
I am a dedicated and results-driven leader with a strong background in client service management and team leadership. With 15 years of experience at Concentra, I have consistently demonstrated outstanding customer service skills, a proactive and team-oriented mindset, and a thorough understanding of policies, procedures, and standards.
My extensive experience has honed by ability to manage and lead teams effectively and always with a focus on delivering exceptional patient care. I am now eager to take on the role of Center Operations Director, Where I can continue to drive success and ensure optimal patient satisfaction.
Overview
15
15
years of professional experience
Work History
Lead
Concentra Medical Center
Ontario
03.2023 - Current
- Collaborate with physicians on treatment plans that meet the needs of each individual patient.
- Respond promptly to urgent requests from clinicians or other personnel as needed.
- Assist in resolving customer complaints or issues in a timely manner.
- Analyze clinic performance data such as TAT;s and NPER to identify trends and areas for improvement.
- Address operational issues promptly such as Center Managed Issues to ensure Client needs are resolved.
- Lead staff meetings to communicate updates, gather feedback, and discuss strategies as well as address expectations.
- Oversee daily clinic operations, ensuring efficient patient flow and high-quality care
- Provide Encouragement to the team and Center Medical Director for smooth patient flow and Excellent Customer service.
- Performed BAT/UDS/& Oral Swab collections
- Steris- Advaned Ergonomic Testing
- Built relationship with Top accounts as a back up Contact when COD not available.
- Currently working on obtaining my CMA to be able to further Assist my team on the floor.
Patient Service Specialist
Concentra Urgent Care
Ontario, CA
01.2017 - 03.2023
- Facilitated communication between patients, medical and administrative staff, administrative staff and regulatory agencies.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Addressed patients' complaints-head on, investigated concerns and worked with medical staff to devise solutions.
- Helped patients obtain health care services by setting up referrals.
- Met and maintained PEARL time scan goals as well as ensured all Suspense was cleared and up to date.
- Ensured all Month end goals and requirements such as charge entry, suspense, ACC list are clear and met.
- Trained successful Concentra colleagues for other centers in the region.
- Assist in other department as coverage when needed such as Orthopedic Specialist and Physical therapy Service specialist.
- Facilitate and assist in the day to day operation for a smooth patient flow.
- Facilitated training and development of marketing team members, enhancing team performance.
Client Service Manager
U.S Healthworks Medical Group
Ontario , CA
01.2010 - 06.2017
- Oversaw address of customer requests for friendly, knowledgeable service and support.
- Drove customer escalations to resolution by engaging directly with clients.
- Scheduled appointments to meet customer needs and resolve key concerns.
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Audited customer account information to identify issues and develop solutions.
Education
CMA -
Norco Corona Adult Education
Corona10-2024
Medical Administration -
Northwest College
Pomona, CA05.2007
High School Diploma -
Ontario High School
Ontario 06.2005
Skills
- Strategic Planning- Setting Goals and executing positive outcomes
- Team Leadership
- Conflict Resolution
- Operational Expertise
- Project Management
- Identifying and implementing process improvements to enhance productivity
- Quality Control
- Supply Chain
- Budgeting and forecasting
- Cost Management
- Financial Analysis
- Communication and interpretation skills
- Critical thinking
- Problem solving
- Decision making
- Regulatory compliance
- Market Trends
- Adaptility
- Integrity
- Attention to detail
Timeline
Lead
Concentra Medical Center
03.2023 - Current
Patient Service Specialist
Concentra Urgent Care
01.2017 - 03.2023
Client Service Manager
U.S Healthworks Medical Group
01.2010 - 06.2017
CMA -
Norco Corona Adult Education
Medical Administration -
Northwest College
High School Diploma -
Ontario High School
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