Nicole Soto Massa
Orlando,FL
Summary
Dedicated Care Advocate with over 4 years of experience supporting AdventHealth’s virtual care environment. Recognized for mentorship, escalation management, and delivering compassionate patient communication. Skilled in coaching new hires, optimizing workflows, and serving as a trusted resource for peers and providers. Highly motivated to transition into a Care Advocate Supervisor role, leading with empathy, clarity, and a mission-driven approach.
Overview
5
5
years of professional experience
Work History
Care Advocate - Assigned
AdventHealth Orlando
10.2021 - Current
- Delivered comprehensive patient support services, including scheduling, referrals, and medication assistance.
- Resolved patient concerns with accuracy and urgency to ensure complete follow-through.
- Established rapport with diverse patient populations while maintaining high standards of customer service.
- Protected confidential information through strong judgment and adherence to HIPAA regulations.
- Maintains precise documentation and strong organizational habits to support team performance.
- Ensured continuity of care by providing follow-up contact after hospitalizations or emergency room visits.
- I communicated with the insurance company to verify service eligibility for authorization requests.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
Care Advocate - Unassigned
AdventHealth Orlando
01.2021 - 10.2021
- Resolved patient inquiries through secure messaging platforms to enhance communication efficiency.
- Coordinated care by connecting patients with appropriate services.
- Maintained positive patient experiences while achieving service level agreements.
- Guided patients in scheduling appointments within AdventHealth network for streamlined access.
- Addressed concerns related to medication refills, medical questions and concerns, and care coordination promptly.
- Facilitated resource access for patients navigating healthcare services.
- Educated patients on treatment options and available community resources.
- Provided emotional support to individuals dealing with challenging health and mental issues.
Education
Bachelor of Science - Healthcare Management
AdventHealth University
Orlando, FLSkills
- Patient navigation
- Leadership support
- Peer guidance
- Service excellence
- Workflow optimization
- Escalation management
- Relationship building
- Virtual communication
- EMR documentation and HIPAA compliance
Professional Highlights
- Over four years of patient support experience in virtual care
- Recognized as peer resource and shadow trainer for new hires
- Maintained service excellence during high-volume periods, contributing to team efficiency
Timeline
Care Advocate - Assigned
AdventHealth Orlando
10.2021 - Current
Care Advocate - Unassigned
AdventHealth Orlando
01.2021 - 10.2021
Bachelor of Science - Healthcare Management
AdventHealth University