Jennifer Gonzalez Ojeda
Menifee
Summary
Hard-working Supervisor with exceptional experience at the Patient Communication Center at UCLA Health. Skilled in complex problem-solving and staff development, with a track record of fostering continuous improvement and achieving quality excellence. Team management and strategic planning. Excelled in enhancing team performance and customer satisfaction, evidenced by significant improvements in service levels. Skilled in teaching new concepts and best practice strategies.
Overview
17
17
years of professional experience
Work History
Patient Communication Center Supervisor
UCLA Health
02.2022 - Current
- Promoted a culture of continuous improvement, created a positive work environment through effective leadership skills and clear communication with employees.
- Implemented staff development programs to enhance employee skills and knowledge, increasing overall team performance in Service Level and Abandonment rate by a significant rate
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager in real time.
- Manage daily operations in a fast-paced environment while ensuring PCC policies are met, produce weekly operational reports to employee's and management, collaborate closely with clinic manager/supervisors, and ensure all appointment scheduling/ registration meet UCLA Health standard.
- Increased customer satisfaction by addressing concerns promptly, resolving issues efficiently, and maintaining a professional demeanor at all times.
Patient Communication Representative
UCLA Health
04.2018 - 01.2022
- High level of Patient care. These services include patient to physician communication, physician-to-physician communication, referral source to UCLA Health while utilizing EMR System.
- Register and schedule appointment for patient while serving as an initial point of contact while using CI-CARE.
- Maintain a high level of service, excellent verbal and writing skills.
- Received many “Certificate of Quality Excellence” at the PCC.
Executive Assistant
World Of Video &Audio
04.2008 - 04.2018
- Resourceful and driven with over 9 year of excellent customer service and administration skills
- Conducted and oversaw all procurement operations- interviewing and training all new employees, invoice processing, billing, and purchase orders.
- Scheduled meeting with television network and actors. Reviewed and created reels, commercial editing, reviewed air dates scheduled with networks.
- Skilled multi- line telephone operator- answered, recorded, logged, and transferred calls in a professional and timely manner handling most of the telephony communication for four separate businesses.
Education
Bachelor of Arts - Journalism, Broadcast
California State University - Long Beach
Long Beach, CA06.2013
Associate of Arts -
Los Angeles Pierce College
Los Angeles05.2004
Skills
- Team Management, Team Leader
- Processes and procedures
- Strategic Planning
- Complex Problem-Solving
- Staff Development
- Customer Service
- Multitasking and Organization
- Quality Assurance
- Scheduling
- Documentation and Recordkeeping
Timeline
Patient Communication Center Supervisor
UCLA Health
02.2022 - Current
Patient Communication Representative
UCLA Health
04.2018 - 01.2022
Executive Assistant
World Of Video &Audio
04.2008 - 04.2018
Bachelor of Arts - Journalism, Broadcast
California State University - Long Beach
Associate of Arts -
Los Angeles Pierce College
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