Karina Rosario
Boston,USA
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
11
11
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Mass General Brigham Psychiatry Specialties
11.2022 - 03.2025
- Responsible for the day-to-day oversight and direction of the call center staff through consistently monitoring daily activity
- Responsible for oversight and management of all clinic schedules
- Oversees scheduling templates
- Continuously monitors schedules to ensure that they are appropriately managed and utilized
- Maintaining statistical dashboards and tracking sheets
- Share data with senior leadership and suggest improvements based on data provided and input from senior leadership
- Responsible for reviewing and reporting call center metrics, incoming and outgoing call volume, in-basket volume, and e-Referral data
- Provide coverage for staff and Operations Manager
- Conduct staff meetings to keep employees informed
- Primary Contact for any escalation points for all call center agents, fielding questions, facilitating collaboration, and resolving daily issues
- Perform annual competency assessments
- Created and implemented organizational policies and procedures.
- Act as a super user for scheduling, insurance eligibility
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Responsible for direct management of 10 staff
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Works in conjunction with the Operations Manager to recommend and implement operational changes, including but not limited to changes in staff schedules, processes, and procedures
- Completed weekly payroll for 10 employees.
- In conjunction with the Operations Manager, Program Director, and Patient and Family Relations to resolve patient care issues in a timely fashion
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews
- Assists with annual safety training as well as ongoing education as it relates to safe practices
- Serves as Safety Supervisor for site surveying, inspections, mock fire drills, and employee incident reporting
Clinical Practice Assistant
Beth Israel Deaconess Medical Center Urgent Medical Specialties/Urgent Care
07.2020 - Current
- Collected and documented patient medical information such as blood pressure, pulse, oxygen, and weight
- Sanitized, restocked, and organized exam rooms and medical equipment
- Directed patients to exam rooms and coordinated transportation assistance as necessary
- Assisted with routine checks and diagnostic testing by collecting and processing specimens
- Oriented and trained new staff on proper procedures and policies
- Prepared patients for vasectomy, bladder scan, electrocardiograms, suture removal, and dressing changes
- Coordinated patient scheduling, check-in, check-out, and copay collection
- Checked patient insurance and demographic to keep information current
- Transcribed phone messages and relayed them to appropriate personnel
Practice Coordinator
Brigham and Women's Hospital Bridge Clinic
02.2022 - 11.2022
- Oversees scheduling templates
- Opens/closes schedules as requested and reschedules patients' appointments
- Responsible for building master templates and maintaining the exam room grids
- Responsible for tracking provider clinic cancellations and make-up sessions in accordance with the Department of Psychiatry expectations
- Provide coverage for staff as needed
- Reviews and verifies all open encounters and processes necessary changes to ensure accuracy for record keeping
- Follows up on any missing encounters and missing referrals
- In collaboration with the Practice Administrator, communicates with physicians to determine needs and participate in solving problems involving department issues
- Responds to requests for change that will improve practice conditions for patients or staff by discussing them with Practice Administrator
- Participate with the Practice Administrator in interviewing for new staff
- Assist with training and orientation
- Provide feedback and input into evaluating the performance of staff
- Assist with annual competency assessments
- Act as a super user for scheduling, insurance eligibility, and billing systems
- Provide training and assistance to others in these areas
- Responsible for direct management of staff
- Responsible for day-to-day operations of the clinic
- Works closely with the Practice Administrator to determine long-term operations
- In conjunction with the Practice Administrator and Medical Director, participates in designing and implementing questionnaires and forms
- Work with leadership to ensure consistency within Bridge Clinic
Lead Medical Practice Assistant
Brigham and Women's Faulkner Sleep Medicine and Endocrinology Center
07.2016 - 02.2020
- Screen and record patient's medical history, vital signs, or information such as medications, allergies, and fall risk in Epic
- Monitor patient flow
- Perform EKGs, HgA1C, and Glucose point of care testing, prepare and set up patients for sleep studies
- MassPat, queue up drug refills to physicians and provide prescription information to pharmacies
- Prepare treatment rooms for patient examinations, keeping rooms neat, stocked, and clean
- Inventory and order medical, lab, or office supplies or equipment
- Cover front desk, check-in, and outpatients, collect copayments, and answer telephones
- Show patients to examination rooms and prepare them for the physician
- Active participant in interviews, orientation, and new staff and students training
- Serves as a coach, role model/mentor, supporting and sharing knowledge with other Medical Assistants, MA student externs, and Practice Assistants
- Open, close, and adjust 15 providers' schedules in Epic
- Assist physicians and nurses with patient care and support activities relating to referrals, laboratory work, diagnostic testing, and patient education
Medical Assistant II
Brigham and Women's Primary Care Physicians
08.2014 - 07.2016
- Screened patients to obtain medical information, measure their vital signs, and enter them in Epic
- Monitor patient flow
- Collect blood or other laboratory specimens, label, and log specimens, and prepare them for testing
- Perform EKGs and Point of Care Testing
- Perform general office duties, such as answering telephones, covering the front desk, and collecting copayments
- Work with the practice manager and supervisor to crate and complete projects to better the practice base on the Medical Home setting
- Trained new staff and students
- Directed patients to exam rooms and prepared for physician examinations
Education
Certificate in Medical Assisting -
Everest Institute
October 2010
Skills
- Strong Organizational Skills
- Training Facilitation
- Effective Team Leadership
- Quality Improvement Strategies
- Experience in HIPAA Standards
- Medical Terminology
- Excellent Communication
- Professional Telephone Etiquette
- Patient Care Advocacy
- Active Listener
- Electronic Medical Records (EPIC, OMR, LMR)
- Report Generation
- Employee Evaluation
- Work Delegation
- Recruitment
- MS Office Suite
- Team Management
- Payroll (UKG, KRONOS)
- Time management abilities
- Team building
- Policy and procedure development
Certification
- Management Fundamentals Certificate- 05/2023
- BLS, CPR, AED, First Aid- Exp: 08/2026
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Operations Supervisor
Mass General Brigham Psychiatry Specialties
11.2022 - 03.2025
Practice Coordinator
Brigham and Women's Hospital Bridge Clinic
02.2022 - 11.2022
Clinical Practice Assistant
Beth Israel Deaconess Medical Center Urgent Medical Specialties/Urgent Care
07.2020 - Current
Lead Medical Practice Assistant
Brigham and Women's Faulkner Sleep Medicine and Endocrinology Center
07.2016 - 02.2020
Medical Assistant II
Brigham and Women's Primary Care Physicians
08.2014 - 07.2016
Certificate in Medical Assisting -
Everest Institute
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