ROCHELLE HULCY
FRESNO,UNITED STATES
Summary
Dynamic healthcare professional with a proven track record at Madera Community Hospital, excelling in patient access and operational compliance. Skilled in performance tracking and conflict resolution, I have successfully implemented strategies that enhanced patient satisfaction and streamlined service delivery, fostering a culture of excellence and continuous improvement.
Overview
13
13
years of professional experience
Work History
ASSISTANT PROGRAM MANAGER
RH Community Builders
Fresno, United States
08.2025 - Current
- Support program operations and service delivery for community-based initiatives focused on housing and healthcare access.
- Assist in managing staff schedules, performance tracking, and compliance with organizational standards.
- Collaborate with internal departments and external partners to ensure seamless program execution.
- Monitor program metrics and contribute to continuous improvement strategies.
- Facilitate communication between leadership and frontline teams to align goals and enhance service impact.
ADMISSION AND PATIENT ACCESS MANAGER
Madera Community Hospital
Madera, United States
11.2025 - 06.2025
- Monitored key performance indicators, identifying areas for improvement that led to measurable enhancements in service delivery and operational compliance.
- Provided ongoing training and mentorship to a cross-functional team, cultivating a culture of excellence and empowering staff to excel in their roles.
- Developed new strategies for patient engagement, significantly boosting satisfaction scores and fostering a patient-centered approach in the hospital.
- Facilitated interdepartmental workshops to enhance patient care workflows, resulting in smoother transitions and improved patient experiences.
- Implemented new patient registration protocols, leading to reduced wait times and elevated satisfaction ratings among patients.
- Evaluated patient feedback data to identify trends, enabling targeted initiatives that drove substantial improvements in service delivery.
PATIENT ACCESS REPRESENTATIVE
Saint Agnes Medical Center
Fresno, United States
04.2024 - 11.2024
- Collected and verified patient data, maintaining accurate records and enhancing satisfaction.
- Coordinated with medical staff to streamline communication and improve patient care.
- Educated patients on procedures and resources, ensuring smooth admissions and discharges.
- Secured treatment authorizations and liaised with assistance programs to meet patient needs.
- Ranked top collector for 8 months, optimizing intake processes and reducing wait times.
- Analyzed patient data trends to refine policies, leading to more effective resource allocation and better patient outcomes.
CUSTOMER SERVICE REPRESENTATIVE (MEDICARE)
CVS/Aetna
Fresno, United States
02.2023 - 12.2023
- Conducted Medicare benefits verification to ensure accuracy and compliance with regulations.
- Managed and responded to all incoming calls for Group Medicare Plans, ensuring prompt and effective customer service.
- Applied expertise in insurance verification to enhance service quality.
- Utilized QuickBase systems and GPS tools to streamline data management and boost operational efficiency.
- Employed ePolicy and HRP systems to improve accuracy and timeliness of insurance processes.
- Contributed to maintaining a responsive and customer-focused call center environment.
- Contributed to CVS Medicare call centers' 'Most Improved Customer Satisfaction' award in Q2.
- Developed best practices to enhance team knowledge and communication of Medicare benefits.
- Optimized claims and billing workflows, minimizing errors and boosting processing efficiency.
SITE SUPERVISOR
Rume/Covid Clinic
Fresno, United States
01.2022 - 12.2022
- Supervised staff scheduling, optimizing resource use and enhancing clinic operations.
- Tracked performance metrics, enabling data-driven decisions for improved service quality.
- Led recruitment and onboarding, showcasing strong HR management skills.
- Resolved customer grievances, enhancing satisfaction through effective conflict resolution.
- Fostered a culture of compliance by ensuring adherence to HIPAA standards, significantly reducing risk and enhancing patient trust.
AMBULATORY CARE RECEPTIONIST | MEDICAL RECORDS IMAGING
Valley Children's Hospital
Madera, United States
01.2013 - 01.2022
- Administered medical imaging records, facilitating loading of external imaging disks, report requests, and acting as EPIC super user.
- Oversaw comprehensive customer service functions, including patient intake, insurance verification, and appointment scheduling.
- Spearheaded staff development initiatives through targeted training programs, ensuring team readiness.
- Demonstrated expertise in PACS, subpoena handling, call reporting, and ROI processing.
- Enhanced office efficiency and patient care by refining front and back-office operations.
- Optimized medical record management using healthcare systems like Meditech and EPIC.
Education
BACHELOR OF SCIENCE - HEALTHCARE MANAGEMENT
University of Phoenix-Arizona
Phoenix, AZDIPLOMA - MEDICAL OFFICE SPECIALIST PROGRAM
Kaplan College
Clovis, CACOURSES - BASIC LIFE SUPPORT (BLS) IN HEALTHCARE
AHA America Heart Association
Skills
- Healthcare Operations
- HIPAA Compliance
- Inventory Management
- Financial Management
- Team Leadership
- Conflict Resolution
- Patient Access
- EPIC
- Meditech
- Microsoft Office
- QuickBase
- Data Management
- Staff Scheduling
- Medicare
- Customer Service
- Program management
- Performance tracking
- Process improvement
- Project documentation
Timeline
ADMISSION AND PATIENT ACCESS MANAGER
Madera Community Hospital
11.2025 - 06.2025
ASSISTANT PROGRAM MANAGER
RH Community Builders
08.2025 - Current
PATIENT ACCESS REPRESENTATIVE
Saint Agnes Medical Center
04.2024 - 11.2024
CUSTOMER SERVICE REPRESENTATIVE (MEDICARE)
CVS/Aetna
02.2023 - 12.2023
SITE SUPERVISOR
Rume/Covid Clinic
01.2022 - 12.2022
AMBULATORY CARE RECEPTIONIST | MEDICAL RECORDS IMAGING
Valley Children's Hospital
01.2013 - 01.2022
BACHELOR OF SCIENCE - HEALTHCARE MANAGEMENT
University of Phoenix-Arizona
DIPLOMA - MEDICAL OFFICE SPECIALIST PROGRAM
Kaplan College
COURSES - BASIC LIFE SUPPORT (BLS) IN HEALTHCARE
AHA America Heart Association
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