Leah Roche

• Created new workflows and procedures with the goal of improving efficiency and consistency across the Medical Assistant team.
• Designed and led training protocols for new hires, ensuring smooth onboarding and competency in clinical operations.
• Took the lead on difficult and complex patient cases, collaborating with providers and support staff to resolve issues quickly.
• Assisted multiple teams with challenging situations, serving as a go-to resource for troubleshooting and conflict resolution.
• Managed patient referrals, scheduling coordination, and follow-up communications, ensuring timely access to care.
• Verified and updated patient information in Athenahealth, supporting accurate provider schedules and clinical documentation.
• Adjusted daily workflows to improve team performance and patient satisfaction
• Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
• Identified, addressed and resolved team issues through feedback and use of conflict resolution techniques.

Company Overview: The Queens Virtual Urgent Care was a vital telehealth service created in response to the Covid-19 epidemic. This telehealth team managed multiple treatment options and symptom monitoring for patients of all ages and backgrounds.

• Assisted multiple teams with challenging scheduling or patient-related problems, serving as a key resource for troubleshooting and conflict resolution.
• Relayed triage information and facilitated communication between provider, patient and The Department of Health.
• Coordinated high-volume telehealth schedules during COVID-19, balancing provider caseloads across multiple time zones.
• Counseled patients on CDC protocols, often addressing concerns from anxious or frustrated patients with empathy and clarity.
• Collaborated with the care team to handle urgent or complex scheduling needs, ensuring continuity of care.

Company Overview: The Queens Internal Medicine Clinic assisted patients with preventive medicine, management of ongoing medical conditions and treatment of acute problems.

• Assisted providers in preventive, chronic, and acute care, supporting scheduling, intake, and follow-up processes.
• Collected and processed specimens with 100% accuracy, ensuring reliable diagnostic testing.
• Supported providers in exams, treatments, and procedures, often taking lead on organizing patient flow and minimizing delays.
• Resolved patient concerns related to scheduling and coverage, delivering clear explanations and compassionate solutions.
• Utilized Athenahealth and EPIC to manage patient scheduling, payments, and provider calendars.