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Customer Service Manager

Rancho Palos Verdes, California, United States
December 30, 2015

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Charlene Sanchez

*** **** **** ****** *** Pedro, CA 90731



Accomplished management professional with over 13 years of relevant administrative experience, office management, counseling, medical terminology and patient care. Keen administrative assistance skills with a knowledge in Microsoft Office (Word, Excel, Outlook, Access), QuickBooks and PowerPoint. Core competencies include:

Patient & Family Support Leadership / Management

Counseling Compliance Event Planning

Public & Community Relations Project Management


High School Diploma, June 2001 AA in Sociology, June 2006

First Lutheran High School, Sylmar, CA Los Angeles Mission College, Sylmar, CA


Providence TrinityCare Hospice, Torrance, CA, 2012-2015

Bereavement Administrative Assistance

Volunteer Coordination

The Gathering Place

Worked with a certified team of professional clinical counselors while observing counselor/client interaction, developing a range of counselling techniques. Served as a Case Manager bilingual assistant to those in need of resources by assisting them in obtaining jobs, housing, higher education and addiction counseling. Effectively facilitated “individual” and “family-oriented” counseling in specialized areas as family bereavement, pre/post death and “at-risk youth,” maintain confidentiality at all times.

Delivered Results:

• Co-facilitate at The Gathering Place for grief and loss support groups for children

• Weekly IDT team(s) meetings

• Weekly “Hope Through Healing” mailings

• Sending Loss of Child packets

• Ordering of office supplies

• Medical documentation of intern / volunteer hours

• Yearly memorials services

Providence Little Company of Mary, San Pedro, CA, 2009-2012

Chemical Dependence Unit Office Manager

Proven track record of successfully managing personal, finances, facility operations, and admissions while concurrently providing excellent customer care. Trained and managed new hires and existing employees, achieving significant improvements in their productivity.

Delivered Results:

• Insurance verification (HMO, PPO, Medical, Medicare, Cash and Private)

• Marketing / Business Development

• Event planning / Health Fairs

• End of the month reports

• Staff scheduling ( Intake, Nurses and Drug & Alcohol Counselors)

• Time cards / corrections

• Ordering of department(s) supplies

• Daily Census

Mission Community Hospital, Panorama City, CA 2002-2011

Surgery Scheduler

Intake Coordinator

Developed processes to ensure timely completion of interdepartmental projects, while included establishing activity sequence, duration estimates, and schedule development and control.

Delivered Results:

• Maintaining day-to-day schedule

• Psychiatric Intake

• Chemical Dependency Intake

• Payroll

• Physician billing

• Medical/Surgical Vender orders

• Insurance verification (HMO, PPO, Medical, Medicare, Cash and Private)

• Transportation

Community & Mission Hospital, Huntington Park, CA 2009-2010

Patient Advocate Liaison

Ability to use strong communication, organizational, and problem solving skills and to liaise with various departments, institutions, and the public to raise awareness and bring support to facilities. Established relationship with community and social organizations. Expertise in providing outstanding customer service in various platforms through rapport and relationship building.

Delivered Results:

• Managed Senior outpatient program

• Patient care surveys

• Scheduling

• Handling / Resolving patient complaints

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