Roberto Rojas
Burbank,CA
Summary
Patient service representative and healthcare administrative professional with over 10 years of experience in high-volume outpatient medical practices. Expertise in appointment scheduling, patient registration, insurance verification, and surgery coordination. Proven ability to manage physician schedules, handle high call volumes, and maintain HIPAA compliance while ensuring a positive patient experience. Bilingual in English and Spanish, skilled in adapting to various clinical settings and providing compassionate, patient-centered support in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Patient Service Representative
Cedars Sinai
Los Angeles, California
08.2025 - Current
- Cross-trained in Internal Medicine and Urgent Care, providing administrative support while adapting quickly to multiple clinic workflows and provider needs.
- Perform patient check-in and check-out, verify patient demographics and insurance information, collect required documentation, and ensure accurate registration within Epic.
- Schedule primary care, specialty, and follow-up appointments while maintaining efficient provider schedules and delivering exceptional patient service.
- Process referrals and verify insurance benefits by contacting insurance carriers to determine prior authorization requirements and ensure timely patient care.
- Manage Epic In Basket messages, patient communications, and provider requests to support continuity of care and efficient clinic operations.
- Utilize Epic and Patient Navigator to coordinate patient care, document encounters, and assist with daily clinical workflows.
- Support patient flow by preparing exam rooms, laboratory areas, and procedure spaces while maintaining inventory and ensuring clinical areas are fully stocked.
- Order and manage medical and office supplies through Medline, Office Depot, Quest Diagnostics, and Cedars Laboratory, ensuring uninterrupted clinic operations.
- Collaborate with physicians, nurses, and multidisciplinary healthcare teams to provide a seamless, patient-centered experience while maintaining HIPAA compliance.
Surgery Scheduler
Keck Medicine of USC
Glendale, CA
01.2025 - 06.2025
- Coordinated surgical procedures for orthopedic provider in a fast-paced, high-volume outpatient practice while maintaining accurate physician schedules.
- Scheduled surgeries, post-operative appointments, imaging, and physical therapy services to ensure continuity of patient care.
- Processed insurance authorizations and referrals through Availity, Carelon, MedPoint, TriWest, UnitedHealthcare, Blue Cross, Blue Shield, and Workers' Compensation.
- Verified patient demographics, insurance coverage, and clinical documentation to ensure billing accuracy and regulatory compliance.
- Created surgical orders utilizing CPT and ICD-10 coding while maintaining detailed electronic medical records in Cerner and Rev Cycle.
- Managed high-volume inbound phone calls and electronic communications from patients, providers, and outside facilities, delivering exceptional customer service.
- Coordinated Durable Medical Equipment (DME) delivery with multiple clinical sites and outside vendors to ensure patients received equipment prior to surgery.
- Completed disability, FMLA, Leave of Absence, and EDD documentation accurately while maintaining HIPAA compliance.
Procedure Scheduler
Unio Health Partners
Tarzana, CA
02.2024 - 01.2025
- Scheduled procedures and appointments across five outpatient locations while managing physician calendars and maximizing scheduling efficiency.
- Registered patients, verified insurance eligibility, and maintained accurate demographic information within Athena and gMed.
- Processed referrals, authorizations, and scheduling requirements while ensuring compliance with payer guidelines.
- Coordinated procedures with physicians, surgical centers, and Cedars-Sinai to ensure timely patient care.
- Managed high-volume inbound calls, answered patient questions, resolved scheduling concerns, and delivered exceptional customer service.
- Communicated laboratory and procedure information to patients while maintaining HIPAA compliance.
- Collaborated with providers and clinical staff to improve scheduling workflows and patient access.
Manager
Caruso One-Call Concierge
Glendale, CA
08.2021 - 01.2024
- Led daily operations for a remote and on-site customer service team supporting multiple luxury residential and commercial properties.
- Supervised employee scheduling, onboarding, performance evaluations, coaching, and timecard approvals.
- Implemented workflow improvements that reduced call wait times and increased customer satisfaction by 20%.
- Managed high-volume inbound calls while resolving customer concerns with professionalism and efficiency.
- Coordinated administrative projects, including the renovation of the company's call center from planning through implementation.
- Utilized Kipsu, ALICE, AnyRoad, Notifii, ADP, and 8x8 to support customer service operations and administrative workflows.
- Maintained accurate customer records while ensuring confidentiality and attention to detail.
Medical Assistant I
Northeast Valley Health Corporation
San Fernando/Canoga Park, CA
03.2018 - 06.2020
- Supported physicians in a busy Family Medicine practice serving adult and pediatric patients.
- Collected patient vital signs and prepared patients for examination.
- Verified patient information and documented medical records using NextGen.
- Maintained vaccine inventory and monitored refrigeration logs to ensure compliance with storage regulations.
- Assisted providers with clinical procedures while maintaining infection prevention and HIPAA standards.
Medical Assistant II
Mission City Community Network
Northridge, CA
07.2015 - 05.2018
- Delivered clinical and administrative support in a high-volume Family Medicine practice.
- Performed patient intake, obtained vital signs, verified insurance eligibility, and documented patient information.
- Administered injections and completed EKGs, urine testing, pregnancy testing, glucose testing, and hemoglobin testing.
- Maintained accurate medical records while ensuring compliance with HIPAA and clinical protocols.
- Assisted providers in delivering efficient, compassionate patient care to pediatric and adult populations.
Education
High School, Diploma -
Burbank High School
01-2008
Skills
- Patient registration and scheduling
- Insurance verification and authorizations
- High-volume call center operations
- HIPAA compliance expertise
- Cross-trained in Internal Medicine and Urgent Care
- Customer service excellence
- Epic familiarity
- Medical documentation accuracy
- Payment collection
- Patient check-in and check-out
- Referral management and prior authorizations
- Material management skills
- Bilingual communication (English/Spanish)
Affiliations
- Concorde Career College - North Hollywood - Medical Assistant Certification - 2004-2008
Timeline
Patient Service Representative
Cedars Sinai
08.2025 - Current
Surgery Scheduler
Keck Medicine of USC
01.2025 - 06.2025
Procedure Scheduler
Unio Health Partners
02.2024 - 01.2025
Manager
Caruso One-Call Concierge
08.2021 - 01.2024
Medical Assistant I
Northeast Valley Health Corporation
03.2018 - 06.2020
Medical Assistant II
Mission City Community Network
07.2015 - 05.2018
High School, Diploma -
Burbank High School