Rocio Fonseca
Buckeye,AZ
Summary
Seasoned Patient Advocate and Certified Medical Assistant with a proven track record at Village Medical Centers. Excelled in healthcare navigation and decision-making support, enhancing patient care and service quality. Fluent in Spanish, adept in Microsoft Office, and skilled in eligibility determination. Demonstrated exceptional professionalism and advocacy, significantly improving patient satisfaction and operational efficiency.
Overview
12
12
years of professional experience
Work History
Patient Advocate/Call Center Representative
Village Medical Centers
Buckeye, AZ
10.2022 - 01.2025
- Upheld exceptional professionalism during customer interactions through phone and email.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Navigated through computer systems to review information and respond appropriately to callers.
- Helped patients understand care, coverage, and payment responsibilities and rights.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Advocated for patients' rights when dealing with third party payers or other healthcare entities.
Certified Medical Assistant
Banner Health
Goodyear, AZ
07.2014 - 10.2022
- Collected, labeled and stored laboratory specimens properly prior to testing.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Ordered medical supplies from approved vendors based on predetermined budget parameters.
- Conducted diagnostic tests such as EKGs or hearing screenings in accordance with established protocols.
- Administered injections, immunizations, medications, wound dressings and other treatments according to physician instructions.
- Managed inventory of medical supplies ensuring adequate stock levels were maintained at all times.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
Medical Assistant
Adelante Healthcare
Goodyear, AZ
06.2013 - 07.2014
- Documented notes during patient visits.
- Kept facility stocked with necessary supplies, equipment and instruments.
- Educated patients on healthcare topics such as nutrition and disease prevention methods.
- Administered medications under physician's supervision.
- Collected samples from patients for laboratory testing purposes.
- Administered injections, medications and treatments as directed by the physician.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Scheduled appointments for patients via phone and in person.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
Education
Medical Assistant - Diploma
Everest College
Phoenix, AZ05-2012
Skills
- Computer savvy
- Decision-making support
- Healthcare navigation
- Eligibility determination
- Quality assurance
- Proficient in Microsoft Office
- Prior authorization processing
- Coverage and authorizations
- Fluent in Spanish
Timeline
Patient Advocate/Call Center Representative
Village Medical Centers
10.2022 - 01.2025
Certified Medical Assistant
Banner Health
07.2014 - 10.2022
Medical Assistant
Adelante Healthcare
06.2013 - 07.2014
Medical Assistant - Diploma
Everest College
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