Yoana Avelar
Shriners Children’s
13
years of professional experience
Result-driven operations and healthcare leader with experience in Patient Access, quality assurance, financial services, compliance, and team leadership. Proven success to improve workflows, operational efficiency, coach, and support organizational growth.
Work History
Patient Access Supervisor
1 Year 5 Months- Supervise and support a team, ensuring daily operations run smoothly and efficiently. Assign and balance workloads, monitor completion of tasks, and verify accuracy and compliance of documentation.
- Supported the intake Patient Access team to achieve 35.5 % year-over-year new patient growth, 11.4 % change in unique patients and 13.8% annual growth rate of OP visits.
- Utilized Salesforce to support and collaborate with multiple stakeholders at both corporate and local levels, ensuring accurate data management, streamlined communication, and effective issue resolution.
- Provide ongoing team training, coaching, and performance support, including onboarding and shadowing for new hires.
- Conduct weekly reporting to management on team performance, workflow distribution, and operational needs.
- Collaborate with cross-functional managers and departments to resolve issues, improve processes and ensure high-quality service.
- Lead and participate in team meetings to support communication, workflow improvements, and staff engagement.
Quality Assurance Administrator
2 Years 8 Months- Responsible for evaluating inbound, outbound and targeted calls accurately and in a timely manner for TPB/WM/Trust and Brokerage Client Services.
- Making sure policies and procedures are being followed. Provide coaching to team members and reporting to managers.
- Making sure the guide pages are up to date and accurate. Escalate any compliance processes, policies or regulatory items that need to be edited or added to the guide with risk management and other business partners.
- Presenting calibration meetings with colleagues and managers to ensure consistency of quality scores.
Service Fulfillment
1 Year 5 Months- Responsible for assigning cases and completing them in a timely manner.
- Outbound calls, solving technical online issues, money movements, following up with operations to ensure documentation is correct for client’s accounts and ensuring coding on accounts are correct.
- Escalating any procedures/compliance issues that were missed on the first call from the client. Review previous call to ensure a policy was not missed.
- Led training and onboarding for new hires, including structured shadowing sessions, process walkthroughs, and ongoing performance support.
Customer Service Representative
1 Year 4 Months- Responsible for inbound and outbound calls, managing brokerage accounts, submitting technical problems, doing service requests, money movements, data entry and sending out agreements for accounts to be in good order.
Human Resources Representative
9 Months- Responsible for hiring Loan Officers, Loan Officer Assistants, Processors and any other positions needed for branch divisions across the U.S., review applications, review background checks, send out Letter of Explanations out to candidates if needed, hiring paperwork (State Documents & E-Verify process), sending out Agreements/Addendums through DocuSign and coordinating with clients.
Recruiter
1 Year 4 Months- Responsible for inbound and outbound calls, scheduling interviews, interview process, hiring paperwork (state documents & E-verify process), drug screens, background checks, coordinating with clients, employee time management, meeting weekly metric and revenue goals, data entry and filing.
Operator
7 Months- Monitor a house arrest system for offenders and made sure they stayed within their parameters.
- Contact probation officers located in Chicago to inform them where the offender was located, contacted the offender to let them know the officer had been notified of their whereabouts, give warnings to the offender through the ankle monitor.
Customer Service Representative
3 Years 2 Months- Inbound and outbound calls, ordering personal and business checks for customers, data entry-making sure personal information is spelled correctly on the checks, confirming account, routing and sequence numbers.
- Mentoring new employees through taking calls and processing orders.
- Deescalating calls with unsatisfied customers, meeting metric requirements.
- Train new employees, review their calls and coach.
Education
Community Health And Leadership AS - In Progress
Skills
Native Spanish Speaking Bilingual
Project Management
Strategic Planning & Implementation
Patient Experience & Service Excellence
Training & Coaching
Regulatory Compliance
Organization/Communication
Collaboration
Consulting
Presentation Development
Microsoft Office Suite/Teams
Timeline
Patient Access Supervisor
Shriners Children’s
03.2025 - CurrentRead More
Quality Assurance Administrator
Wells Fargo
04.2022 - 12.2024Read More
Service Fulfillment
Wells Fargo
11.2020 - 04.2022Read More
Customer Service Representative
Wells Fargo
07.2019 - 11.2020Read More
Human Resources Representative
Primary Residential Mortgage, Inc
10.2018 - 07.2019Read More
Recruiter
TalentTeam
05.2017 - 09.2018Read More
Operator
Track Group LLC
08.2016 - 03.2017Read More
Customer Service Representative
Harland Clarke Corp.
05.2013 - 07.2016Read More
Salt Lake Community College
Community Health And Leadership AS from In Progress
Read More