Laura Ochoa

UCSF Otolaryngology/ Head & Neck Surgery |San Francisco, CA

• Serve as the primary administrative representative for a General ENT, Sinus, and Otology practice, supporting daily operations, patient service, and issue resolution.
• Manage In-Basket messages, appointment work queues (WQs), telephone encounters, and patient communications, ensuring timely follow-up and appropriate routing.
• Coordinated new patient scheduling, follow-up appointments, and same-day ENT and Audiology appointments to meet clinical and scheduling needs.
• Process and enter patient referrals, transcribe orders, and coordinate referral workflows, with knowledge of identifying and routing requests according to urgency.
• Managed APeX In-Basket, document scanning, filing, and maintenance of electronic patient records to ensure accuracy and accessibility.
• Coordinate authorization processes and provide billing support to facilitate efficient clinical and administrative workflows.
• Provide coverage and administrative support as needed, with working knowledge of Facial Plastic Surgery department, as well as Voice and Swallowing department workflows and operations.
• Collaborate closely with physicians, audiologists, clinical staff, administrative teams, and management to coordinate patient care and resolve complex scheduling and administrative issues.
• Facilitated communication and information flow among providers, staff, and departments to enhance outpatient care delivery.
• Maintain daily clerical operations in accordance with UCSF House and Telephone Standards and established administrative procedures.
• Adapt to changing scheduling demands and provide cross-campus coverage and administrative support as needed.

• Supported clients in personal hygiene, feeding, dressing, bathing, and toileting to promote dignity and comfort.
• Planned and prepared nutritious meals, maintained kitchen cleanliness, and organized meal prep for convenience.
• Escorted patients to medical clinics, coordinating schedules and appointments to ensure timely access to care.
• Performs general housekeeping duties, such as sweeping, cleaning, dusting, and picking up/taking out garbage
• Maintains a safe home environment in compliance with the home care program's policies.

• Answer a high volume of calls, and respond to customer requests in a timely manner
• Respond to customer inquiries through phone, email, and fax.
• Inform and educate customers on plan policies, procedures, and services
• Inform and educate members on plan procedures, services, and policies
• Maintained customer satisfaction through strategies addressing customer needs and resolving concerns
• Minimized delays to reduce abandoned calls
• Updated account information to maintain customer records.
• Verified member eligibility and coverage status according to established guidelines.
• Assist members in selecting or changing personal doctors, or medical groups, according to established guidelines
• Provided information and referrals, coordinating member services with community resources for covered and non-covered services

• Greeted visitors and customers professionally, providing friendly assistance to enhance their experience.
• Confirmed appointments and updated client records to ensure accurate information for seamless service.
• Processed co-payments and verified patient insurance benefits.
• Summarized patient history for doctor review.
• Maintained a clean and organized reception area to create a welcoming environment for visitors.
• Responded to inquiries from callers seeking information

• Greeted guests at front desk, fostering positive interactions while efficiently managing check-in process.
• Maintained cleanliness and organization of office to create welcoming environment for guests.
• Updating patient medical records utilizing IMS
• Maintained confidentiality of sensitive data to protect customer and business information.
• Processed copayments and referrals at the front desk to facilitate patient billing.
• Coordinated directly with physicians to address patient care requirements.
• Organized and updated information in computer databases to ensure accurate and accessible patient records.

• Assisted with planning and coordinating day-to-day and special program activities.
• Provided customer service and engaged with members to enhance their experience
• Assisted in managing game room, computer lab, fitness center, and gym activities
• Maintained organization of all venues to ensure a welcoming environment

• Promoted wellness and communicated healthcare needs of underserved
• Provided health education in Spanish in culturally sensitive manner
• Advocated for organization by providing essential services to community, fostering positive relationships.
• Engaged in volunteer orientations and training sessions to align with organizational changes and mission updates.
• Handled high volume of incoming phone calls, ensuring timely responses to community inquiries.
• Scheduled appointments and made outbound calls reminding patients of upcoming appointments