Carol Rocha
Richmond,KY
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
9
9
years of professional experience
Work History
Patient Support Services Team Leader
White House Clinics
Richmond, KY
06.2025 - Current
- Evaluated employee performance and provided constructive coaching to support professional growth and skill development.
- Established performance expectations and guided team members in achieving departmental and organizational goals.
- Led initiatives to improve patient care delivery processes, workflow efficiency, and overall patient experience.
- Analyzed workflow patterns and staffing needs to optimize resource allocation and daily operations.
- Fostered a collaborative, team-oriented environment among staff members across diverse backgrounds and experience levels.
- Delegated responsibilities strategically based on employee strengths, skill sets, and departmental needs.
- Managed and resolved workplace conflicts professionally to maintain a positive and productive work environment.
- Collaborated with department leadership to align team objectives with organizational priorities and patient care standards.
- Encouraged a culture of continuous improvement through staff feedback, process evaluation, and innovative problem-solving.
- Demonstrated professionalism, accountability, and leadership by example to motivate and support team success.
- Provided daily support, guidance, and mentorship to team members in a fast-paced healthcare environment.
- Assisted with protocol development, compliance initiatives, and performance improvement efforts to support quality patient outcomes.
- Maintained accurate documentation, completed shift reporting, and submitted payroll and staffing information in a timely manner.
Community Health Worker
White House Clinics
Richmond, KY
03.2025 - Current
- Connected families with necessary social services, alleviating barriers to healthcare access and improving quality of life.
- Built trust within diverse communities through cultural competency training, empathetic communication skills, and active listening techniques.
- Addressed patient concerns and provided support to vulnerable demographics.
- Participated in ongoing professional development opportunities to stay current on best practices in community health work, ensuring the delivery of quality services to clients.
- Managed enrollment, transportation, and paperwork for individuals to take advantage of community resources.
- Counseled patients on health-related topics and lifestyle changes for improved well-being.
Pharmacy Technician
Walgreens Boots Alliance
Richmond, KY
09.2023 - Current
- Processed prescription orders using pharmacy management software efficiently.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Entered and processed patients' prescriptions into internal system.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Collaborated with healthcare professionals to clarify prescription details, ensuring accuracy.
- Resolved third-party billing, computer system and customer service issues.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
Call Center Associate
White House Clinics
Richmond, KY
05.2022 - 03.2025
- Managed high-volume inbound calls, ensuring timely resolution of patient inquiries.
- Provided accurate information regarding services, appointments, and insurance coverage to enhance patient satisfaction.
- Utilized electronic health record systems to accurately document patient interactions and updates.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Managed high-volume inbound calls, maintaining composure and professionalism under pressure.
- Maintained a thorough understanding of company policies, procedures, and service offerings through ongoing training initiatives.
- Proven ability to learn quickly and adapt to new situations.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
- Maintained accurate documentation of patient information, safeguarding confidential data according to HIPAA regulations.
- Maintained accurate patient records using electronic health record (EHR) systems for compliance and retrieval.
- Managed multi-line phone system and pleasantly greeted patients.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Reduced errors in medical recordkeeping by meticulously reviewing documentation for accuracy before filing or distributing it.
- Transcribed phone messages and relayed to appropriate personnel.
- Coordinated appointment scheduling.
COVID-19 Tester
White House Clinics
Richmond, KY
10.2021 - 05.2022
- Conducted COVID-19 testing using PCR and rapid antigen methods, ensuring accurate results.
- Educated patients on testing procedures and safety protocols to enhance understanding and compliance.
- Maintained inventory of testing supplies, ensuring availability for uninterrupted operations.
- Enhanced testing accuracy by following strict procedures and utilizing proper equipment for COVID-19 testing.
- Addressed any patient concerns or inquiries regarding COVID-19 symptoms, referring them to appropriate healthcare professionals when necessary.
- Donned and removed personal protective equipment (PPE) per company protocols.
- Oversaw in-person and curbside patient registration and processing.
- Obtained temperatures of visitors and employees at entry of facility and asked screening questions.
- Set up, maintained and verified sterility of lab equipment and tools.
House Keeping
Self Employed Services
Richmond, KY
01.2021 - 10.2021
- Maintained clean working environment through diligent housekeeping efforts.
- Established efficient cleaning schedules optimizing time management and resource allocation.
- Implemented inventory tracking systems for cleaning supplies reducing waste and costs.
- Collaborated with clients to tailor cleaning services based on specific needs and preferences.
- Maintained a safe working environment through proper use of cleaning products and equipment.
- Developed strong relationships with clients through consistent high-quality service and friendly interactions.
- Organized tasks efficiently, prioritizing workload according to client preferences and property requirements.
Cashier and Crew Team Member
Wendys Restaurant
Richmond, KY
02.2017 - 12.2020
- Processed customer transactions accurately using point-of-sale systems.
- Maintained clean and organized workstations to enhance service efficiency.
- Assisted in training new cashiers on operational procedures and customer service standards.
- Resolved customer inquiries and complaints to ensure satisfaction and loyalty.
- Reduced processing errors by meticulously following transaction procedures.
- Worked with floor team and managers to meet wide range of customer needs.
Education
High School Diploma -
Madison Central High School
Richmond, KY05.2020
Skills
- HIPAA Guidelines
- Resource Advocacy
- Call Center Operations
- Critical Thinking
- Bilingual-Spanish
- Health Education
- Encounter Documentation
- Problem Solving Skills
- Conflict Resolution
- Team Collaboration
- EHR Implementation
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Patient Support Services Team Leader
White House Clinics
06.2025 - Current
Community Health Worker
White House Clinics
03.2025 - Current
Pharmacy Technician
Walgreens Boots Alliance
09.2023 - Current
Call Center Associate
White House Clinics
05.2022 - 03.2025
COVID-19 Tester
White House Clinics
10.2021 - 05.2022
House Keeping
Self Employed Services
01.2021 - 10.2021
Cashier and Crew Team Member
Wendys Restaurant
02.2017 - 12.2020
High School Diploma -
Madison Central High School