Leticia Rodriguez

Neuro Telemetry Department Intern
Providence Holy Cross Medical Center – Mission Hills, CA
January 2025 – April 2025
Preceptor: Ana Bantug, Neuro Telemetry Manager

• Led a project to improve patient access to Skilled Nursing Facility (SNF) information, supporting smoother care transitions
• Collected real-time feedback during Cypher rounds to support patient satisfaction
• Distributed welcome folders to enhance orientation and communication
• Restocked forms and supported daily nursing operations
• Observed new nurse onboarding and department workflow, gaining insight into healthcare teamwork and training
• Learned and applied leadership strategies through direct mentorship from department leadership

• Greeted visitors and directed them to the appropriate departments, ensuring a welcoming environment while responding to client inquiries and concerns
• Processed payments in person and over the phone, managed mail routing and delivery, and assisted operational teams with administrative needs
• Maintained organized records and performed data entry tasks using Microsoft Office, ensuring accuracy and efficiency

• Promoted to Outbond Special Handling Department within 2 months
• Promoted within 2 months from the inbound/outbound department to the outbound department for exceptional speed and efficiency in managing patient accounts
• Coordinated diagnostic appointments for workers’ compensation patients, ensuring they were scheduled at convenient locations and providing transportation options as needed
• Contacted adjusters for procedure approvals and liaised with doctors’ offices to clarify unclear orders, maintaining effective communication
• Managed high call volumes and utilized problem-solving techniques to achieve high levels of patient satisfaction
• Trained new employees to promote a culture of continuous professional development

• Managed and collected past-due accounts through 150+ inbound and outbound calls daily, delivering detailed and friendly customer service to ensure satisfaction and retention
• Developed effective communication strategies to negotiate payment plans, resulting in a 20-25% increase in successful collections while enhancing customer satisfaction
• Addressed customer inquiries regarding personal accounts and facilitated plan upgrades or downgrades as requested
• Collected and processed customer information, including names, addresses, phone numbers, and payment details, ensuring accurate and efficient account management
• Maintained detailed records to ensure compliance with company policies and industry regulations
• Promoted to the Residential Special Handling (RSH) department, specializing in high-balance debts and complex cases involving family account ties