Summary
Overview
Work History
Education
Skills
Timeline
Generic

Enid Rohena

Coventry,CT

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

14
14
years of professional experience

Work History

Patient Service Representative Manager

The Charter Oak Health Center
02.2021 - Current
  • Supervise 16 Patient Service Representatives in providing excellent customer to all patients that enters the facility.
  • Manage and motivate employees to be productive and engage in work.
  • Accomplish multiple tasks within established timeframes.
  • Maintain professional, organized, and safe environment for employees and patients.
  • Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-train existing employees to maximize team agility and performance.
  • Maximize performance by monitoring daily activities and mentoring team members.
  • Onboard new employees with training and new hire documentation.
  • Monitor and analyze providers performance to identify areas of improvement and make necessary adjustments to productivity.
  • Maintain professional demeanor by staying calm when addressing unhappy or angry customers.
  • Communicate effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
  • Maintain positive patients relations by addressing problems head-on and implementing successful corrective actions.
  • Establish team priorities, maintain schedules and monitor performance.
  • Evaluate employee performance and convey constructive feedback to improve skills.
  • Recruit, interview and hire employees.
  • Establish performance goals for employees and provide feedback on methods for reaching those milestones.
  • Assess processes and procedures, complying with HRSA and HIPAA regulations.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Provide backup to front desk to step in to assist with various tasks whenever employee is absent or at lunch.

Call Center Supervisor

The Charter Oak Health Center
01.2017 - 02.2021
  • Supervised 7 Call Center Representatives in providing excellent customer service to callers.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Developed process controls and metrics for daily management of call center.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Maintained patient databases and updated information in alignment with HIPAA protocols.
  • Double-checked patient charts for accuracy and completion in terms of entering patients demographics.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.
  • Create and maintain Master staffing schedule for Providers, Nurses, Medical Assistants and Patient Service Representatives, communicate and make changes as needed.
  • Pull recall reports and assigned call center reps to review recall list per provider in order to identify patients that need to be scheduled for follow up appointments.

Outreach Enrollment Case Manager

The Charter Oak Health Center
11.2015 - 01.2017
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
  • Developed and implemented comprehensive case management plans to address client needs and goals.
  • Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
  • Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
  • Conducted interviews with self-pay or underinsured patients to obtained and verified information needed to determine initial and eligibility for entitlement programs.
  • Screened patients to identify social risks using the Protocol for Responding to and Assessing Patient’s Assets, Risks, and Experiences (PRAPARE) screening tool.
  • Monitored patient progress in completing each of the steps on their care plan which may have involved follow-up medical visits, meeting with specialists, nutrition, behavioral health, substance abuse counseling or assistance with finding shelter, food supports or any variety of aid that will help to stabilize and encourage them to make positive progress on their goals.

Medical Call Center Specialist

The Charter Oak Health Center
04.2010 - 11.2015
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained records by recording, obtaining and updating personal and financial information.
  • Answered a multi-line phone system and redirected calls to appropriate area or person.
  • Assisted with and coordinated scheduling of patients with special needs, such as pre-op clearances, in a timely and efficient manner.
  • Excel in all functions performed such as scheduled, cancelled, and rescheduled appointments, verify demographics, insurance information and check insurance eligibility.
  • Experienced with EPM/EMR – NextGen/ EClinical Works

Education

High School Diploma -

East Hartford High School
East Hartford, CT
06.2004

Skills

  • Microsoft Word
  • Teamwork and Collaboration
  • Multitasking Abilities
  • Decision-Making
  • Analytical Thinking
  • Fluent in Spanish
  • Computer Skills
  • Networking
  • Customer Relations
  • Quality Assurance
  • MS Office
  • Interdepartmental Functions Coordination
  • Employee Recruitment and Hiring

Timeline

Patient Service Representative Manager

The Charter Oak Health Center
02.2021 - Current

Call Center Supervisor

The Charter Oak Health Center
01.2017 - 02.2021

Outreach Enrollment Case Manager

The Charter Oak Health Center
11.2015 - 01.2017

Medical Call Center Specialist

The Charter Oak Health Center
04.2010 - 11.2015

High School Diploma -

East Hartford High School

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Enid Rohena