Betzy Giron-Rosas
New Windsor,NY
Summary
Detail-oriented and self-motivated administrative professional with 10+ years of experience in fast-paced healthcare environments. Proven ability to lead teams, optimize workflows, and manage high-volume patient communications while maintaining exceptional service standards. Skilled in reporting, staff supervision, and operational oversight, with strong proficiency in Epic EMR and Microsoft Office Suite. Bilingual in English and Spanish.
Healthcare professional with comprehensive background in managing healthcare practices and delivering operational excellence. Adaptable to changing needs and consistently reliable excel in administrative duties staff management and regulatory compliance.
Overview
11
11
years of professional experience
Work History
Senior Practice Administrator
The Institute for Family Health
06.2024 - 04.2026
- Direct daily operations of a high-volume healthcare call center, ensuring efficiency and high-quality patient care
- Lead, coach, and evaluate staff performance to drive productivity and service excellence
- Partner with leadership across multiple sites to implement workflow improvements
- Monitor and analyze performance metrics using Epic, Calabrio, and Finesse
- Identify operational inefficiencies and implement process improvements
- Ensure compliance with HIPAA and organizational standards
- Streamlined practice workflows to enhance operational efficiency and improve patient care delivery.
Practice Administrator
The Institute for Family Health
05.2023 - 06.2024
- Managed day-to-day administrative and operational functions
- Supervised staff and supported training, development, and performance management
- Collaborated with leadership to improve patient experience and workflow efficiency
- Generated reports and tracked key performance indicators
- Led operational workflows to enhance clinic efficiency and improve patient care delivery.
- Ordered all office supplies and kept check on inventory levels.
- Addressed and remedied all patient or team member issues.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Associate Practice Administrator
The Institute for Family Health
10.2020 - 05.2023
- Supported call center operations and administrative workflows
- Assisted in staff supervision, training, and quality monitoring
- Produced reports on call volume, staff productivity, and service quality
- Assisted with payroll and timekeeping processes
- Streamlined patient scheduling processes to enhance operational efficiency.
- Supervised team of 35 office personnel.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Created and implemented organizational policies and procedures.
Lead Patient Service Representative
The Institute for Family Health
10.2018 - 10.2020
- Supported daily operations for a team of 15–20 staff members
- Trained new hires on Epic systems and call center workflows
- Managed high call volume while maintaining service quality
- Resolved patient concerns and escalated complex issues
- Provided support during high-volume periods, effectively managing multiple tasks simultaneously while maintaining composure under pressure.
- Enhanced patient satisfaction by providing exceptional customer service and addressing concerns in a timely manner.
- Maintained strict adherence to HIPAA regulations while handling sensitive patient information, safeguarding privacy and confidentiality.
- Answered incoming calls, scheduled appointments and filed medical records.
Patient Service Representative
The Institute for Family Health
05.2015 - 10.2018
- Handled high-volume patient calls across multiple sites
- Scheduled appointments and processed referrals and authorizations
- Maintained accurate patient records in Epic
- Delivered consistent, high-quality customer service
Education
Medical Office Assistant Certification -
Ridley-Lowell Business & Technical Institute
High School Diploma - Regents
Newburgh Free Academy
Skills
- Communication & Interpersonal Skills
- Team Leadership & Staff Training
- Time Management & Multitasking
- Problem Solving & Critical Thinking
- Customer Service Excellence
- Healthcare Operations
- Microsoft Office (Excel, Word, PowerPoint)
- Epic EMR & Call Center Systems
- Bilingual: Spanish
- HIPAA compliance
- Operations management
- Staff management
- Schedule management
- Payroll administration
- HIPAA and OSHA regulations
Timeline
Senior Practice Administrator
The Institute for Family Health
06.2024 - 04.2026
Practice Administrator
The Institute for Family Health
05.2023 - 06.2024
Associate Practice Administrator
The Institute for Family Health
10.2020 - 05.2023
Lead Patient Service Representative
The Institute for Family Health
10.2018 - 10.2020
Patient Service Representative
The Institute for Family Health
05.2015 - 10.2018
High School Diploma - Regents
Newburgh Free Academy
Medical Office Assistant Certification -
Ridley-Lowell Business & Technical Institute