Yolanda V. Lucena
Resumen profesional
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.
Datos destacados
26
26
years of professional experience
4
4
years of post-secondary education
Experiencia
Spanish Language & Culture Teacher
Uplift Elevate
Fort Worth, TX
2024.01 - 2025.01
- Managed classroom operations, promoting a safe and inclusive learning environment.
- 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.
Administrative Coordinator
Federal Position
, PR
2012.01 - 2014.01
- Managed operations, contracts, and data reporting for organizational decision-making.
- Coordinated communication across departments and leadership.
- Maintained compliance and supported internal process improvements.
Patient Service Excellence Leader
Toummy Hospital
, SC
2009.01 - 2012.01
- 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.
Patient Services Specialist
VA Clinic
, PR
2006.01 - 2009.01
- 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.
ER Assistant Director
Town & Country Hospital
, FL
1999.01 - 2003.01
- 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.
Formación
Master of Healthcare Administration -
South University
Savannah, GA 2026.06 -
Bachelor of Business Administration - Administration with a minor in Healthcare
Northwood University
2014.10 - 2016.10
Associate Degrees - Business Administration
ICPR College
Rio Piedras, Puerto Rico 2006.10 - 2008.10
Enfatiza tus habilidades clave
Employee Relations
Conflict Resolution
Investigations
Case Management
Healthcare Operations
Patient Access
Leadership Development
Team Management
Policy Interpretation
Regulatory Compliance
Data Analysis
Performance Improvement
Strategic Planning
Process Improvement
Stakeholder Engagement
Collaboration
Personalizado
- Teacher of the Week – Uplift Education
- Distinguished Administrator of the Future
- PeopleSoft Training
- Record Keeper Certification
Idiomas
Español
Nativo
C2
Cronología
Master of Healthcare Administration -
South University
2026.06 -
Spanish Language & Culture Teacher
Uplift Elevate
2024.01 - 2025.01
Bachelor of Business Administration - Administration with a minor in Healthcare
Northwood University
2014.10 - 2016.10
Administrative Coordinator
Federal Position
2012.01 - 2014.01
Patient Service Excellence Leader
Toummy Hospital
2009.01 - 2012.01
Associate Degrees - Business Administration
ICPR College
2006.10 - 2008.10
Patient Services Specialist
VA Clinic
2006.01 - 2009.01
ER Assistant Director
Town & Country Hospital
1999.01 - 2003.01