Versatile Education Professional and Operations Specialist

MICHELLE L. SERRANO

512-***-**** ******************@*****.*** Kyle, TX

EDUCATION

The University of Texas at Austin

Bachelor of Social Work (BSW)

David Crockett High School

High School Diploma

PROFESSIONAL EXPERIENCE

Kokua Education, Idea Public School Austin, TX

Teacher

9/01/2025-Current

● Delivered instruction across elementary and middle school classrooms, following established lesson plans and classroom routines.

● Served as a long-term substitute for a Special Education Resource classroom, supporting diverse learning needs.

● Provided targeted academic support in 6th and 7th General Employability Skills Math Elective.

● Led small group math instruction for 6th and 7th grade students to reinforce key concepts and improve performance.

Pearce Brothers, Inc.Lubbock, TX

General Manager

8/2015 - 8/2025

● Managed hiring, scheduling, payroll, and daily operations.

● Oversaw inventory, budgeting, and vendor coordination.

● Planned catering events and ensured food quality and service.

● Trained staff and maintained safety and customer service standards. Lubbock ISD Lubbock, TX

Teacher

8/2015 - 8/2025

● Delivered instruction across elementary and middle school classrooms, following established lesson plans and classroom routines.

● Served as a long-term substitute for a Special Education Resource classroom, supporting diverse learning needs.

● Provided targeted academic support in 3rd and 4th grade Math and 2nd and 3rd grade ELAR.

● Led small group math instruction for 4th grade students to reinforce key concepts and improve performance.

UHC - Texas Neuro Rehab Center Austin, TX

Senior Admissions Financial Coordinator

3/2005 - 4/2015

● Experienced in hospital revenue cycle operations, including census reconciliation, insurance verification, A/R follow-up, and denial management.

● Skilled in negotiating Single Case Agreements, analyzing payer trends, and ensuring timely, compliant billing.

● Strong collaboration with departments and leadership to drive financial performance. Austin Regional Clinic Austin, TX

Business Office Supervisor/ Customer Service Team Lead 5/1995 - 7/2004

● Supervised business office staff in a high-volume urgent care clinic.

● Responsibilities included hiring, training, performance management, and scheduling.

● Collaborated with the clinic manager to implement operational improvements and analyze performance.

● Handled patient and member inquiries, resolved complaints, and acted as a liaison with health plans.

● Supported claims, appeals, and authorizations, and assisted with departmental workflows. Austin Regional Clinic Austin, TX

Patient Service Rep III & PSR 1 & Medical Records

10/1990 - 5/1995

● Handled insurance verification, benefit checks, co-pay/deductible collection, and payment posting.

● Set up payment plans and completed forms for TWCC, Medicare, and Medicaid.

● Performed front desk duties including check-in/check-out, scheduling, answering phones, maintaining medical records, and providing patient support. KEY SKILLS

● Staff hiring, training, and supervision

● Payroll and scheduling management

● Budget reporting and supply coordination

● Operational policy and procedure implementation

● Performance evaluation and team development

● Cross-departmental collaboration

● Compliance with state and federal regulations (FERPA, HIPAA)

● Customer service and conflict resolution

● Data tracking and administrative reporting

● Proficient in Microsoft Office (Word, Excel, Outlook)

Contact this candidate