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
1
1
Certification
11
11
years of professional experience
Work History
Senior Practice Administrator
The Institute for Family Health
New Paltz, New York
06.2024 - 04.2026
- Direct daily operations of high-volume healthcare call center, ensuring efficiency and high-quality patient care.
- Lead, coach, and evaluate staff performance to drive productivity and service excellence (35- 40 staff)
- Partner with leadership across 15 sites to implement workflow improvements
- Monitor and analyze performance metrics using Epic, Calabrio, and Finesse
- Quality assurance to identify performance trends and implement corrective action plans.
- 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
- Conducted regular meetings with practice staff to review performance objectives, goals, and outcomes.
- Collaborated with leadership to improve patient experience and workflow efficiency
- Registration, scheduling, insurance/eligibility verification, benefits interpretation, intake, and referral management
- Assist with Prior authorizations and Referral processes (clear house)
- Coordinated staff schedules to optimize resource allocation and patient care.
- Ordered all office supplies and kept check on inventory levels.
- Claims & Revenue Cycle reporting.
- Maintained electronic health records system ensuring data accuracy and security, as well as process Medical record request.
- 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.
- Process Medical record request and Referral authorizations.
- Handled 100 calls.
- maintained 96% accuracy in EPIC
Patient Service Representative
The Institute for Family Health
05.2015 - 10.2018
- Handled high-volume patient calls across multiple sites (100 calls daily)
- processed referrals and authorizations.
- Process Medical records
- Maintained accurate patient records in Epic
- Delivered consistent, high-quality customer service
- 98%patient satisfaction.
- Assist patients with case management resources.
- Assist patients in mental crisis situations.
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 and Management operations
- Microsoft Office (Excel, Word, PowerPoint)
- Epic EMR & Call Center Systems (CALABRIO, Finesse)
- Bilingual: Spanish
- HIPAA compliance and OSHA regulations
- Health Information Management (HIM) / Medical Records administrator
- Prior Authorizations
- Payroll (ukg & Paycom)
Certification
- Medical and Billing
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
Medical Office Assistant Certification -
Ridley-Lowell Business & Technical Institute
High School Diploma - Regents
Newburgh Free Academy