Norma Guerena
Calexico,CA
Summary
Dedicated administrative professional with successful experience in fast-paced office settings and deep expertise in coordinating schedules. Strong focus on team collaboration and delivering results, adaptable to changing needs. Proficient in time management, communication, and problem-solving, even when working with little to no supervision.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Central Scheduler
Spine and Sport Physical Therapy
Remote
02.2025 - Current
- Managed high call volumes (average of 70 daily) while providing exceptional customer support and maintaining professional composure.
- Coordinated patient appointments using scheduling software to optimize clinics workflow.
- Efficiently communicated between patients and medical providers to ensure timely updates and follow-ups across 56 clinics in the state of CA.
- Ensured HIPAA compliance within all aspects of the central scheduler role, maintaining confidentiality of sensitive information at all times while keeping accurate notes of interactions with patients and healthcare providers.
Patient Care Coordinator
Spine and Sport Physical Therapy
El Centro, CA
07.2023 - 01.2025
- Supported front desk operations to optimize patient flow and minimize wait times during peak hours
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed back-to-back calls from patients and healthcare providers, directing them to appropriate departments while maintaining a polite and professional demeanor.
- Assisted patients with insurance verification and benefit explanations, ensuring coverage clarity.
Lead Care Manager
Serene Health
El Centro, CA
04.2021 - 08.2022
- Managed case loads of 50+ patients who were in need of specific medical services including mental health.
- Coordinated collaboration between patients and healthcare providers while ensuring the prioritization of the patient's needs.
- Fostered relationships with community resources to support comprehensive patient care solutions.
- Monitored patient progress on weekly calls, adjusting care strategies to ensure optimal health results.
Retail Sales Associate Cashier
Burlington Coat Factory
El Centro, CA
04.2019 - 04.2022
- Processed customer transactions efficiently using point-of-sale system while providing exceptional customer service.
- Successfully submitted dozens of credit card applications, increasing revenue by 25% within one month.
- Assisted customers in locating merchandise and resolving inquiries.
- Maintained organized sales floor, ensuring product displays met company standards.
Volunteer Clerical Assistant
Imperial Valley Sheriff's Office
El Centro, CA
09.2019 - 03.2020
- Assisted in maintaining accurate records and documentation for case management and reporting purposes.
- Conscientiously communicated with inmates through "Tel Mate" system to gather sensitive information about their requests and complaints.
- Actively participated in weekly meetings regarding inmates' programs and activities while ensuring extreme confidentiality.
- Sympathetically communicated with the public at the front desk and through phone calls before redirecting them to the appropriate department.
Library Student Assistant
San Diego State University I.V. Campus
Calexico, CA
04.2019 - 03.2020
- Performed circulation duties such as checking materials in and out, renewing items, and registering new patrons, ensuring efficient service at the front desk.
- Maintained a clean and welcoming environment by performing regular cleaning tasks, contributing to a positive atmosphere for both students and staff.
- Answered general questions in person, by phone and over email.
- Accessed library catalog to review ownership and circulation status.
Education
Bachelor of Science - Criminal Justice
San Diego State University
Calexico, CA05-2020
Associate of Science - Administration of Justice
Imperial Valley College
Imperial, CA05-2018
Skills
- Workflow optimization
- Scheduling expertise
- Data entry proficiency
- Patient relations
- Microsoft Excel
- Teamwork
- Attention to detail
- Problem-solving abilities
- Reliability
- Patience and empathy
Languages
Spanish
Native or Bilingual
Certification
- CNP - Certified Notary Public (State of California) - 2023
- Certified Non-Surgical Body Sculptor, Emih Beauty Tech - 2023
Timeline
Central Scheduler
Spine and Sport Physical Therapy
02.2025 - Current
Patient Care Coordinator
Spine and Sport Physical Therapy
07.2023 - 01.2025
Lead Care Manager
Serene Health
04.2021 - 08.2022
Volunteer Clerical Assistant
Imperial Valley Sheriff's Office
09.2019 - 03.2020
Retail Sales Associate Cashier
Burlington Coat Factory
04.2019 - 04.2022
Library Student Assistant
San Diego State University I.V. Campus
04.2019 - 03.2020
Bachelor of Science - Criminal Justice
San Diego State University
Associate of Science - Administration of Justice
Imperial Valley College