Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Erin Rodriguez

Council Bluffs

Summary

More than 20 years in customer service experience in clinical and call center settings. Bilingual in English/Spanish.

Experienced with managing clinic operations and improving patient care processes. Utilizes organizational and communication skills to enhance team coordination and clinic efficiency. Track record of successfully implementing procedures that streamline workflow and improve patient satisfaction.

Overview

26
26
years of professional experience

Work History

Clinic Coordinator

CHI Health- Psychiatric Associates
01.2022 - Current


  • Managed and input schedules for multiple medication providers/ therapists
  • Managed PTO Calendar for providers and staff in office
  • Answered phones and took messages for providers as needed.
  • Managed Court Committal Paperwork for patients with Court Committal
  • Ran multiple reports for providers.
  • Managed monthly numbers and reported to management
  • Presented/ took minutes at various meetings
  • Contacted patients when they had a complaint to resolve the issue/ presented complaints to Office Manager if unable to resolve
  • Handled patient discharges due to no shows, non compliance, etc.
  • Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA regulations at all times.
  • Reduced wait times for patients by implementing efficient check-in procedures and organizing patient flow.
  • Ensured optimal use of resources, coordinating staff schedules, and overseeing daily office tasks.
  • Created a welcoming atmosphere for patients by maintaining a clean and organized reception area at all times.
  • Trained new team members on office protocols, enhancing overall productivity and staff cohesion.
  • Answered high volume of telephone calls and directed callers to appropriate personnel.
  • Collaborated Office Manager to maintain daily operations.
  • Managed New Patient Availability and Scheduling
  • Provided coverage for Front Desk as needed
  • Assisted providers/office manager as needed with questions/concerns
  • Improved interdepartmental communication with weekly update (sent Friday prior/Monday Morning)
  • Enhanced patient experience by streamlining appointment scheduling and managing front desk operations.
  • Boosted patient satisfaction rates through empathetic communication and prompt resolution of concerns.
  • Oversaw inventory management, ordering necessary supplies while maintaining budgetary constraints.

Senior Patient Access Specialist

Children’s Hospital- Behavioral Health
11.2019 - Current
  • Managed schedules for various providers
  • Called patients when providers out of office for reschedules
  • Answered phones.
  • Took messages for physicians/nurses.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Obtained referrals for managed care insurances
  • Notified providers of Hospital Consults
  • Called building management for issues with temperature, bathrooms, sinks, etc.
  • Called if services needed for printers/copiers in the office
  • Ordered office supplies
  • Scheduled and Translated for patients when needed.
  • Contributed to a positive work environment by actively participating in team meetings, sharing best practices, and providing constructive feedback when necessary.
  • Leveraged knowledge of various software platforms to optimize the management of patient information and streamline daily tasks.
  • Enhanced data accuracy in patient records through meticulous documentation of access-related information.
  • Developed training materials for new Access Specialists, contributing to a more consistent onboarding experience.
  • Assisted patients in navigating complex insurance plans, helping them maximize their benefits and minimize out-of-pocket expenses.
  • Efficiently managed waiting lists for services with limited availability by prioritizing cases based on urgency and need.
  • Educated clients about available services offered at the facility, tailoring recommendations based on individual needs.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Kept check-in area clean and neat at all times.
  • Greeted and assisted patients with check-in procedures.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Verified patient insurance eligibility and entered patient information into system.
  • Provided excellent customer service to patients and medical staff.
  • Answered incoming calls, scheduled appointments and filed medical records.

Patient Access Senior Associate

Nebraska Medicine- VP
01.2016 - 01.2019
  • Registered patients for Out Patient Surgery
  • Obtained any missing information for patient records
  • Verified and entered correct information into EPIC
  • Communicated via phone with patients as needed
  • Data Entry
  • Ordered office supplies
  • Quality Assurance once all documentation received entered & compiled together.
  • Obtained Consent to Treat Signature and witnessed
  • Pre-Registered patients for upcoming surgery or appointments
  • Directed patients as needed at Village Pointe Facility
  • Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
  • Trained and supported new team members, maintaining culture of collaboration.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Implemented and developed customer service training processes.
  • Cross-trained and backed up other customer service areas at Village Pointe and Main Campus.

Staff Assistant I

State of Nebraska DHHS Provider Relations / SOS Clerk III
01.2011 - 01.2016
  • Trained new hires in various job duties
  • Answered Provider Questions
  • Assisted with Provider complaints and resolving issues
  • Ran Federally Mandated Background checks on received documents
  • Obtained information from different Medicaid providers
  • Verified and entered correct information in DHHS System
  • Communicated via phone, email, & fax with Medicaid providers or representatives
  • Data Entry
  • Quality Assurance once all documentation received entered & compiled together.
  • Enrolled Medicaid Providers
  • Added group members to Provider Groups in Medicaid
  • Checked Criminal Background for providers
  • Approved/Denied providers based on results of background check
  • Prepared legal documentation for providers denied.
  • Reviewed Retro Date Enrollments and prepared documentation for Deputy Directors Review for Denial/Approval
  • Maintained accurate record-keeping systems to ensure easy access to vital information for staff members.
  • Served as a liaison between departments, facilitating effective collaboration on projects and initiatives.
  • Identified areas for improvement in office systems, proposing and implementing solutions that increased overall work efficiency.
  • Boosted productivity by keeping office records current, well-organized and efficiently accessible for various needs.
  • Handled incoming phone calls professionally, directing callers to appropriate parties or addressing their inquiries directly when possible.
  • Participated in special projects as assigned by supervisors, demonstrating adaptability and versatility in diverse tasks.
  • Provided exceptional customer service to both internal and external clients while resolving any issues promptly and efficiently.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.

Senior Patient Services Specialist

TTUHSC, ENT/ Surgery Clinic
01.2008 - 01.2011
  • Took messages for physicians/nurses.
  • Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
  • Scheduled all patient appointments.
  • Obtained referrals for managed care insurances
  • Obtained documentation needed for hospital follow-ups and new patient appointments.
  • Translated for patients when needed.
  • Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
  • Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
  • Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
  • Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
  • Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
  • Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
  • Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Educated patients on available resources such as financial assistance programs.
  • Provided exceptional customer service, resolving patient complaints promptly and professionally.
  • Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
  • Facilitated communication between patients and various departments and staff.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Greeted and assisted patients with check-in procedures.
  • Verified patient insurance eligibility and entered patient information into system.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Stayed calm under pressure to and successfully dealt with difficult situations.

Patient Services Specialist

TTUHSC, Orthopedics
01.2006 - 01.2008
  • Took messages for physicians/nurses.
  • Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
  • Scheduled all patient appointments.
  • Obtained referrals for managed care insurances
  • Obtained documentation needed for hospital follow-ups and new patient appointments.
  • Translated for patients when needed.
  • Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
  • Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
  • Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
  • Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
  • Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
  • Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
  • Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Educated patients on available resources such as financial assistance programs.
  • Provided exceptional customer service, resolving patient complaints promptly and professionally.
  • Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
  • Facilitated communication between patients and various departments and staff.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Greeted and assisted patients with check-in procedures.
  • Verified patient insurance eligibility and entered patient information into system.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Stayed calm under pressure to and successfully dealt with difficult situations.

Patient Services Specialist

TTUHSC, International Pain Institute
01.2003 - 01.2006
  • Took messages for physicians/nurses.
  • Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
  • Scheduled all patient appointments.
  • Obtained referrals for managed care insurances
  • Obtained documentation needed for hospital follow-ups and new patient appointments.
  • Translated for patients when needed.
  • Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
  • Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
  • Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
  • Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
  • Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
  • Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
  • Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Educated patients on available resources such as financial assistance programs.
  • Provided exceptional customer service, resolving patient complaints promptly and professionally.
  • Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
  • Facilitated communication between patients and various departments and staff.
  • Recommended service improvements to minimize recurring patient issues and complaints.
  • Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
  • Greeted and assisted patients with check-in procedures.
  • Verified patient insurance eligibility and entered patient information into system.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Stayed calm under pressure to and successfully dealt with difficult situations.

Student Assistant

TTUHSC, Family Medicine Clinic
01.2000 - 01.2003
  • Answered phones.
  • Took messages for physicians/nurses.
  • Scheduled patient appointments.
  • Checked patients in/out.
  • Collected patient co-payments.
  • Obtained referrals for managed care insurances
  • Translated for patients when needed.

Education

High School Diploma -

Lubbock High School
Lubbock, TX
01.2003

Skills

  • Patient confidentiality
  • Insurance verification
  • Appointment scheduling
  • Critical thinking
  • Customer service
  • Multitasking
  • Reliability
  • Excellent communication
  • Organizational skills
  • Adaptability and flexibility
  • Training and mentoring
  • Time management proficiency
  • Teamwork and collaboration

Languages

Spanish
Native or Bilingual

Timeline

Clinic Coordinator

CHI Health- Psychiatric Associates
01.2022 - Current

Senior Patient Access Specialist

Children’s Hospital- Behavioral Health
11.2019 - Current

Patient Access Senior Associate

Nebraska Medicine- VP
01.2016 - 01.2019

Staff Assistant I

State of Nebraska DHHS Provider Relations / SOS Clerk III
01.2011 - 01.2016

Senior Patient Services Specialist

TTUHSC, ENT/ Surgery Clinic
01.2008 - 01.2011

Patient Services Specialist

TTUHSC, Orthopedics
01.2006 - 01.2008

Patient Services Specialist

TTUHSC, International Pain Institute
01.2003 - 01.2006

Student Assistant

TTUHSC, Family Medicine Clinic
01.2000 - 01.2003

High School Diploma -

Lubbock High School

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