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Yolanda Lucena
Fort Worth,TX
Work Preference
Summary
Bilingual healthcare leader with 10+ years of progressive experience in patient services, employee relations, and healthcare operations across hospital, clinical, and federal systems. Proven ability to lead high-performing teams, manage complex cases, and drive organizational improvement through data-informed decision-making, conflict resolution, and policy alignment. Experienced in partnering with leadership to improve employee engagement, retention, and service excellence while ensuring compliance with regulatory standards (HIPAA, CMS, Joint Commission). Currently pursuing a Master of Healthcare Administration with a focus on strategic leadership and system-wide performance improvement.
Overview
25
25
years of professional experience
1
1
Certification
5
5
years of post-secondary education
Work History
Early Intervention Specialist
DoD Employee, Naval JRB Fort Worth
10.2025 - Current
- Lead coordination of early intervention services for pediatric patients, applying data-informed approaches to assess developmental needs, prioritize cases, and optimize service delivery outcomes.
- Partner with multidisciplinary teams and families to develop and implement Individualized Family Service Plans (IFSPs), ensuring alignment with regulatory standards and patient-centered care practices.
- Maintain accurate documentation and compliance with federal and clinical guidelines, contributing to quality assurance, risk management, and continuous process improvement initiatives.
- Implemented technology-driven instruction to improve engagement and learning outcomes.
- Maintained compliance with academic policies and student data records.
- Communicated effectively with families and stakeholders to support student success.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Manager Guest Relations and Patient Experience
Department Of Veteran Affairs Medical Center
07.2012 - 05.2014
- Managed operations, contracts, and data reporting for organizational decision-making.
- Coordinated communication across departments and leadership.
- Maintained compliance and supported internal process improvements.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
- Worked well in a team setting, providing support and guidance.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Passionate about learning and committed to continual improvement.
- Mentored junior staff, fostering professional growth and enhancing team performance.
Patient Service Excellence Leader
Toumy Hospital
08.2009 - 09.2012
- Led resolution of complex patient and employee concerns using conflict resolution strategies.
- Partnered with leadership to investigate complaints and implement corrective action plans.
- Improved patient satisfaction scores by 25% using HCAHPS data.
- Developed staff training on communication, de-escalation, and service excellence.
- Conducted root cause analysis and implemented sustainable improvements.
- Supported emergency response operations and high-profile internal/external disaster events while maintaining continuity of patient-centered services and communication workflows.
- Mentored staff in best practices for patient management and service delivery excellence.
Patient Services Specialist
VA Clinic
07.2007 - 06.2009
- Delivered patient-centered services including scheduling, registration, and financial processing.
- Addressed concerns and escalated issues using appropriate resolution channels.
- Ensured compliance with healthcare policies and documentation standards.
- Supported process improvements in patient access and service delivery.
- Managed operational workflows, vendor coordination, technology integration, and quality improvement initiatives while promoting compliance, efficiency, and a culture of accountability and compassionate care.
- Coordinated patient appointments, ensuring timely scheduling and minimizing wait times.
- Managed patient inquiries, providing accurate information regarding services and procedures.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
ER Assistant Director
Town & Country Hospital
05.2001 - 10.2003
- Supported employee relations processes including coaching and conflict resolution.
- Participated in investigations and ensured compliance with hospital policies.
- Led process improvements to reduce wait times and improve patient flow.
- Mentored staff and improved engagement and performance outcomes.
- Directed hospital-wide patient and guest experience operations across public-facing departments, improving service excellence, patient satisfaction, and interdisciplinary coordination.
- Led operational initiatives to enhance patient care services and streamline processes.
- Coordinated interdisciplinary teams to improve communication and collaboration across departments.
Education
MBA - Master in Healthcare Adminstration
South University
Savannah, GA 06.2025 - Current
BBA - Administration with a minor in Healthcare
Northwood University
Naval Air Station/ JRB Fort Worth 10.2014 - 10.2016
Associate of Arts - Business Administration
ICPR College
Rio Piedras, Puerto Rico 10.2005 - 10.2007
Skills
- Employee Relations
- Conflict Resolution
- Patient Access
- Leadership Development
- Team Management
- Data Analysis
- Strategic Planning
- Process Improvement
- Collaboration
- Patient-Centered
- Project planning
- Problem-solving
Accomplishments
- Improved patient satisfaction scores by delivering compassionate, patient-centered service and resolving concerns efficiently across high-volume healthcare environments.
- Consistently exceeded expectations in customer service metrics, contributing to a welcoming and professional care environment.
- Demonstrated strong leadership in handling escalated patient concerns, achieving positive resolutions and improving patient trust and retention.
Certification
- Adult and Pediatric NSC CPR Course/ SCN#07558/Expiration Date: 2027-11-18
- Adult and Pediatric NSC First Aid Course/SCN# 515050/ Expiration Date: 2027-11-19
- Teacher of the Week – Uplift Education/2024
- Distinguished Administrator of the Future/2023
- PeopleSoft Training/2022
- Record Keeper Certification/2022
- Instructor Training Certificate/2014
- Briefer Training Certificate/2014
LANGUAGE
Español: Native, Level: Expert
Timeline
Early Intervention Specialist
DoD Employee, Naval JRB Fort Worth
10.2025 - Current
MBA - Master in Healthcare Adminstration
South University
06.2025 - Current
BBA - Administration with a minor in Healthcare
Northwood University
10.2014 - 10.2016
Manager Guest Relations and Patient Experience
Department Of Veteran Affairs Medical Center
07.2012 - 05.2014
Patient Service Excellence Leader
Toumy Hospital
08.2009 - 09.2012
Patient Services Specialist
VA Clinic
07.2007 - 06.2009
Associate of Arts - Business Administration
ICPR College
10.2005 - 10.2007
ER Assistant Director
Town & Country Hospital
05.2001 - 10.2003