JOSSELYN FLORES
Queens,NY
Summary
Patient-centered healthcare professional with 4 years of experience across hospital, nursing home, and home care settings. Currently a Care Coordinator, managing more than 30 patient care plans and multidisciplinary collaboration. Background includes Patient Navigator in Hospital Case Management, Assistant Administrative In-Home Care, and Patient Customer Service Representative in Nursing Home call center. Skilled in care plan development, discharge planning, benefits navigation, DME coordination, HIPPA/ CMS compliance, and EMR/EHR documentation. Proven ability to remove barriers to care, de-escalate complex situations, and improve outcomes across the continuum of care.
Developed skills in healthcare environment, focusing on patient care coordination and effective communication. Demonstrates strong organizational and problem-solving abilities, essential for any role requiring team collaboration and patient interaction. Seeking to transition into new field, applying these transferrable skills to contribute to effective outcomes and team efficiency.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Care Coordinator
New Horizon Counseling Center
02.2026 - Current
- Manage caseload of 30+ patients, conducting comprehensive assessments, and developing individualized care plans aligned with medical, behavioral, and social needs.
- Coordinate services across primary care, specialists, home care agencies, and community resources to ensure seamless care transitions and reduce readmissions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Maintain 100% audit-ready documentation in EMR/EHR, ensuring HIPPA, CMS, and Health Home compliance.
- Monitored client progress and reported findings to treatment teams for effective adjustments.
- Collaborate with hospital Case Management, nursing facilities, and vendors to expedite discharge planning DME/ Transportation dates.
- Coordinated client care plans to ensure comprehensive support and resource accessibility.
- Assisted clients in navigating healthcare systems and accessing mental health services.
- Facilitated appointments and transportation for patients, streamlining access to essential medical services.
- Streamlined information sharing between healthcare providers by implementing secure electronic communication systems.
- Developed patient education materials on chronic disease management, empowering patients to take active role in their health.
Administrative Assistant
Global Care of NY
12.2025 - 02.2026
- Coordinated DME delivery, aide assignments prior authorizations with field staff and vendors to prevent service delays.
- Managing calendars and emails.
- Data entry and record-keeping.
- Maintained audit-ready patient charts and ensured compliance with NYS DOH, Medicaid., and HIPPA regulations.
- Answering phone calls and communications.
- Assuring new hires have required documents, vaccinations, and certifications.
- Handling payroll and invoices.
- Acting as a liaison between families, clinicians, and managed care plans to resolve service issues and maintain satisfaction.
- Tracked and maintained incident reports for 10 home care cases monthly, ensuring timely documentation of falls, medication errors, and client complaints per NYS DOH regulations.
Patient Customer Service Representative
Parker Jewish Institute for Health Care and Rehabilitation
11.2025 - 02.2026
- Handled 50+ inbound calls daily from residents, families, and providers, triaging inquiries and warm transferring calls to appropriate departments including Nursing, Social work, Admissions, Therapy, Transport, Dietary.. etc.
- Assessed caller needs to route urgent medical concerns directly to charge nurses and non-clinical requests to designated staff, reducing hold times and improving response per CMS guidelines.
- De-escalated family concerns and transferred complex grievances to Social Services or Administration with full context and documentation, preventing escalation and improving satisfactions scores.
- Educated callers on facility directory and advised on appropriate department contacts to reduce misrouted calls and call-backs.
Patient Navigator
Flushing Hospital Medical Center
04.2025 - 11.2025
- Assisted patients navigate the healthcare system and myChart.
- Managing and coordinating appointments and referrals on Epic.
- Coordinated communication between healthcare providers, patients, and families.
- Faxed required patient documents including referrals, medical records, and consent forms.
- Managed high volume of inbound calls, effective screening and directing communication to the appropriate case manager or department.
- Resolved patient questions and concerns by acting as a first point of contact, ensuring positive patient service experience.
- Ensured all transmitted information adhered to HIPPA privacy standards.
- Documented all patient interaction and call outcomes accurately in the EHR system.
- Faxed clinical and discharge summaries/ length of stay to health insurances companies.
- Assisted CMAs with office work such as mailing letters, printing, and faxing documents.
- Educated patients on post-discharge instructions, and follow up appointments to reduce re-admissions.
- Assisted patients in overcoming barriers to care, such as transportation, language, and financial challenges.
- Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
Education
Bachelor of Science - Healthcare Management and Policy
New York College of Technology
New York09-2024
Associates of Science - Health Professions
Borough of Manhattan Community College
New York06-2021
Skills
- Date Entry and Management
- Communication and Interpersonal Skills
- Microsoft office: Word, Excel, Outlook, Teams, SharePoint
- EMR/EHR Systems: Epic, Foothold, MAS, HHA Exchange
- HIPPA Compliance
- Attention to Detail
- Multitasking
- Fluent in Spanish
- Patient education and Advocacy
- Medical terminology understanding
- Documentation proficiency
- Multidisciplinary team collaboration
- Scheduling
- Quality assurance
- Health literacy
- Problem-solving
- Workflow management
- Cultural sensitivity
- Case management
Certification
- Certified [Nurse Aide], [New York Center For Rehabilitation and Nursing]- 8/2022-8/2023
Languages
English
Timeline
Care Coordinator
New Horizon Counseling Center
02.2026 - Current
Administrative Assistant
Global Care of NY
12.2025 - 02.2026
Patient Customer Service Representative
Parker Jewish Institute for Health Care and Rehabilitation
11.2025 - 02.2026
Patient Navigator
Flushing Hospital Medical Center
04.2025 - 11.2025
Bachelor of Science - Healthcare Management and Policy
New York College of Technology
Associates of Science - Health Professions
Borough of Manhattan Community College