L. Yesenia Ortega
Lillington
Summary
Dedicated healthcare professional with over 18 years of experience specializing in psychiatric behavioral health and comprehensive patient care. Proven expertise in scheduling, case management, and training, consistently fostering a compassionate and supportive environment for patients. Skilled in collaborating with multidisciplinary healthcare teams to enhance patient outcomes, demonstrating a strong commitment to continuous professional development and excellence in care delivery. Passionate about leveraging extensive knowledge to drive positive change within the healthcare sector.
Overview
2026
2026
years of professional experience
Work History
FLIGHT ATTANDANT
PSA Airlines
Charlotte
11.2021 - Current
- Collaborated with crew members to manage in-flight services, fostering teamwork and communication.
- Assist passengers with special requirements, ensure their comfort, and address concerns. Foster a positive onboard atmosphere through attentive and personalized service.
- Contribute to improved customer satisfaction scores through proactive problem-solving and efficient service delivery. Consistently meet or exceed company performance metrics.
- Delivered exceptional customer service while ensuring passenger safety and comfort during flights.
- Conducted pre-flight safety checks to comply with regulatory standards and enhance operational efficiency.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
(42A)HUMAN RESOURCE SPC
United States Army
01.2013 - 03.2020
- Developed and implemented training events focused on increasing soldier readiness and promoting unit cohesion.
- Evaluated and processed award nominations, guaranteeing prompt recognition of individual and team accomplishments.
- Coordinated and executed award ceremonies aimed at promoting morale and fostering unit pride.
- Leveraged multiple systems to streamline administrative tasks, contributing to improved workflow efficiency.
- Maintained and organized personnel records while executing administrative functions to guarantee accurate documentation and effective processing of awards and decorations for unit members.
- Developed and maintained comprehensive orders, reports, and memorandums to uphold compliance with military standards and enhance operational efficiency.
- Supervised section personnel, fostering a productive work environment and facilitating skill development.
INVESTIGATOR
Equal Opportunity Commission
North Carolina
12.2022 - 11.2024
- Conducted thorough investigations into discrimination complaints, ensuring compliance with federal regulations.
- Analyzed evidence and documentation to support case findings and recommendations.
- Collaborated with legal teams to prepare reports for administrative hearings and litigation processes.
- Facilitated interviews with witnesses and complainants to gather essential information for case development.
- Mentored junior investigators, fostering skill development and adherence to investigative protocols.
- Documented findings and prepared detailed reports.
NURSE ASSISTANT / PARC (PSYCHIATRIC BEHAVIORAL HEALTH)
VA DURHAM
12.2022 - 11.2024
- Achieved effective monitoring of vital signs and precise documentation to support patient health. Fostered a compassionate care environment for behavioral health patients, improving their overall well-being.
- Achieved accurate patient data recording and effective blood sugar measurement processes. Contributed to compliance with healthcare protocols, promoting optimal patient care.
- Enhanced patient care quality by streamlining communication between RNs and healthcare professionals. Achieved improved collaboration among support staff to elevate patient care standards.
- Led initiatives to enhance patient interaction through innovative approaches in behavioral health. Developed comprehensive strategies to effectively address diverse care responsibilities.
- Achieved increased participant satisfaction through the development of educational groups. Enhanced learning experiences by creating tailored content for diverse audiences. Fostered a supportive atmosphere that encouraged active participation.
- Designed and executed creative initiatives to enhance patient engagement, focusing on unique challenges in care delivery.
CONTACT INVESTIGATOR / LEAD
New Hanover Health Department/Medical Edge Temp Contract
02.2019 - 11.2019
- Conducted outreach to COVID-19 affected individuals, providing comprehensive health education and personalized guidance.
- Oversaw high-value call center operations, including crisis management and patient referral processes.
- Achieved improved operational efficiency through effective management of regional scheduling and task coordination for Region 8. Delivered impactful projects for CCNC and health department, streamlining processes.
- Achieved improved program efficiency through regular meetings and quality monitoring initiatives. Optimized contact tracing processes by collaborating with cross-functional teams.
- Achieved effective communication through thorough documentation of patient interviews. Improved crisis response times by managing urgent calls. Enhanced public health outreach by distributing official health department letters.
- Facilitated skill development for new contact investigators across counties, contributing to improved team performance. Actively engaged in training initiatives to align with evolving health guidelines.
LEAD TELLER
Wells Fargo Bank
New Canaan, CT
02.2014 - 2018
- Investigated and rectified customer concerns efficiently, contributing to improved branch service standards.
- Achieved efficient resource allocation and time management by coordinating with service manager on control tasks. Streamlined scheduling of staff and customer appointments to maximize operational efficiency.
- Achieved compliance with bank policies through diligent audits of cash vaults and employee accounts. Maintained confidentiality and integrity in all financial operations.
- Supervised daily operations of teller line, ensuring compliance with policies and procedures.
TRAVEL PHLEBOTOMIST
APPS
Evans, Georgia
- Executed comprehensive medical assessments at client locations, ensuring thorough medical history collection, vital sign measurement, and specimen collection for analysis.
- Implemented streamlined on-site procedures to improve client satisfaction and operational efficiency in mobile phlebotomy.
- Maintained high accuracy in sample collection, contributing to efficient and dependable diagnostic outcomes.
- Facilitated effective communication and collaboration with clients and healthcare providers to streamline the specimen collection process.
- Facilitated patient comfort and alleviated concerns to enhance the experience during potentially stressful medical procedures.
PATIENT CARE REP
Westchester Medical Center
Valhalla, NY
01.2010 - 01.2013
- Refined patient record management processes to support timely appointment scheduling and improve patient satisfaction.
- Facilitated efficient patient transitions through effective coordination of arrivals and discharges to optimize healthcare delivery.
- Created and delivered operational training programs for unit managers, aimed at elevating team performance and ensuring uniformity across departments.
- Collaborated with medical staff to streamline patient flow and improve service delivery.
- Addressed patient concerns promptly, enhancing overall satisfaction and experience.
ACL LEAD
T-MOBILE
White Plains
08.2006 - 12.2010
- Implemented training programs and mentorship initiatives to foster teamwork and improve overall workplace efficiency.
- Led the creation of marketing strategies and implemented sales tracking systems to cultivate a culture of continuous enhancement. Developed strategic solutions to optimize inventory management processes.
- Led initiatives to enhance store operations through detailed analysis and observation. Achieved consistent sales targets while driving improvements in inventory turnover rates.
- Assisted in building a strong team through supportive leadership and guidance. Promoted collaboration among departments to maintain efficient store operations.
- Led initiatives to create innovative store programs that aligned with market trends and customer demands. Championed improvements in operational efficiency and elevated customer satisfaction levels.
Education
Masters - Community Counseling
Liberty University
Lynchburg05.2024
Bachelors of Science - undefined
Liberty University
05.2021
Skills
- Project management
- Management
- Scheduling
- Onboarding
- Training
- Human Resource
- Case Management
- Phlebotomy
- Medical Terminology
- Computer literacy
- Recruiting
- Call Center
- Patient Advocacy
- Crisis Intervention
- Budgeting
- Attention to Detail
- Analytical Thinking
- Networking
LANGUAGES
English (Highly proficient)
Spanish (Native)
Timeline
INVESTIGATOR
Equal Opportunity Commission
12.2022 - 11.2024
NURSE ASSISTANT / PARC (PSYCHIATRIC BEHAVIORAL HEALTH)
VA DURHAM
12.2022 - 11.2024
FLIGHT ATTANDANT
PSA Airlines
11.2021 - Current
CONTACT INVESTIGATOR / LEAD
New Hanover Health Department/Medical Edge Temp Contract
02.2019 - 11.2019
LEAD TELLER
Wells Fargo Bank
02.2014 - 2018
(42A)HUMAN RESOURCE SPC
United States Army
01.2013 - 03.2020
PATIENT CARE REP
Westchester Medical Center
01.2010 - 01.2013
ACL LEAD
T-MOBILE
08.2006 - 12.2010
Bachelors of Science - undefined
Liberty University
TRAVEL PHLEBOTOMIST
APPS
Masters - Community Counseling
Liberty University