Evelyn Diaz
Chicago
Summary
Experienced Patient Services Manager with a strong background in healthcare administration, customer service, and team leadership. Proven ability to improve operational efficiency, enhance patient experience, and lead high-performing teams. Skilled in analytics, scheduling optimization, and cross-functional collaboration.
Overview
15
15
years of professional experience
Work History
Patient Services Manager
Illinois Bone and Joint Institute Rehabilitation
09.2022 - Current
- Analyze clinic performance data, provider schedules, and patient accounts to improve operational efficiency
- Optimize patient access through scheduling coordination, work queue management, and cross-clinic collaboration
- Supervise, train, and coach front desk staff to meet key performance metrics including visit capacity and collections
- Serve as escalation point for administrative issues, ensuring timely and effective resolution
- Lead performance evaluations, staff scheduling, and coverage planning
- Partner with Physician Administrator to support clinic initiatives and strategic goals
- Manage hiring processes including interviews, onboarding, transfers, and terminations
- Participate in leadership meetings, reporting on analytics, goals, and clinic performance
Head Assistant
Endodontics Limited
05.2021 - 08.2022
- Prepared treatment rooms and assisted in dental procedures and surgeries
- Managed inventory and ensured proper supply levels
- Provided pre- and post-operative care instructions to patients
- Performed and facilitated X-rays and imaging procedures
- Maintained strict sterilization and safety protocols
Service Leader / Marketing Assistant / Lead Host
Pinstripes
11.2014 - 05.2021
- Led front-of-house operations, ensuring high-quality service and guest satisfaction
- Supervised staff performance and ensured compliance with company procedures
- Promoted to leadership role based on performance and reliability
- Developed and executed marketing promotions and in-store campaigns
- Educated guests on services, promotions, and events
Customer Service / Front Desk
Aire Ancient Baths
07.2019 - 01.2021
- Managed guest check-in, scheduling, and service customization
- Processed payments, gift certificates, and reservations
- Ensured compliance with safety and COVID-19 protocols
- Delivered personalized customer experiences to exceed expectations
Customer Service Representative / Teller
BMO Harris Bank
08.2018 - 07.2019
- Opened and maintained customer accounts and financial records
- Managed transactions including deposits, withdrawals, and cash handling
- Entered referrals and tracked customer interactions in Salesforce
- Ensured compliance with confidentiality and banking regulations
Head Hostess / Server / Trainer
The Cheesecake Factory
10.2011 - 09.2015
- Managed host scheduling, seating coordination, and floor operations
- Monitored employee timecards and controlled labor costs
- Trained and mentored new team members
- Delivered high-quality service in a fast-paced environment
Guest Associate Specialist
European Wax Center
10.2012 - 01.2014
- Opened and closed facility operations
- Scheduled appointments and managed memberships
- Handled customer communications and processed payments
Education
Diploma -
Lake View High School
Chicago, IL01-2011
Skills
- Healthcare Administration & Patient Services
- Team Leadership & Staff Development
- Scheduling & Operations Management
- Customer Service Excellence
- Microsoft Office (Word, Excel, Outlook)
- Salesforce CRM
- Data Analysis & Reporting
- Typing Speed: 40 WPM
Timeline
Patient Services Manager
Illinois Bone and Joint Institute Rehabilitation
09.2022 - Current
Head Assistant
Endodontics Limited
05.2021 - 08.2022
Customer Service / Front Desk
Aire Ancient Baths
07.2019 - 01.2021
Customer Service Representative / Teller
BMO Harris Bank
08.2018 - 07.2019
Service Leader / Marketing Assistant / Lead Host
Pinstripes
11.2014 - 05.2021
Guest Associate Specialist
European Wax Center
10.2012 - 01.2014
Head Hostess / Server / Trainer
The Cheesecake Factory
10.2011 - 09.2015
Diploma -
Lake View High School