Rosa Bencomo-Marshall
El Paso,TX
Summary
Seasoned healthcare professional in the medical field, enhancing patient satisfaction and streamlining access processes. Skilled in management and patient communication, adept at maintaining HIPAA, JACHO and OSHA compliance and fostering team collaboration. Increased operational efficiency by implementing innovative scheduling solutions, demonstrating adaptability and a commitment to excellence.
Overview
39
39
years of professional experience
Work History
Medical Support Assistant
Veterans Administration Medical Center at El Paso
11.2022 - Current
- Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
- Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
- Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities.
- Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect.
- Facilitated smooth transitions between appointments, effectively communicating with both patients and medical professionals on schedule updates or changes.
- Expedited prescription refill requests, working closely with pharmacies to minimize delays in medication availability for patients.
- Collaborated with interdisciplinary teams to ensure seamless coordination of patient care services.
- Interviewed patients to verify and update demographic records.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Oriented and trained new staff on proper procedures and policies.
Unit Manager
Texas Tech of El Paso
10.2017 - 10.2022
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
- Resolved conflicts among team members quickly to maintain a positive working environment conducive for continued excellence in patient care.
- Addressed clinical issues promptly to reduce risks associated with patient care or operational inefficiencies in the unit.
- Mentored new hires during orientation periods for seamless integration into the team while maintaining high-quality patient care standards.
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
- Developed strong working relationships with physicians, nurses, therapists, and ancillary staff for cohesive unit functioning.
- Maintained accurate documentation of patient care activities, staff schedules, and unit metrics for transparency and efficient reporting.
- Facilitated interdepartmental collaboration through effective communication and coordination of patient care plans.
- Maintained adequate stock of supplies and equipment to meet patient needs.
- Met with nursing staff and support personnel to plan services, programs and activities.
- Optimized staffing levels by monitoring unit needs and making data-driven adjustments to scheduling as necessary.
- Increased staff retention rates with supportive leadership techniques, mentoring programs, and positive work environment initiatives.
- Promoted a culture of safety within the unit by enforcing strict adherence to protocols, guidelines, and infection control measures.
- Handled complaints from patients and families and immediately took steps for quick resolution and to prevent reoccurrence.
- Streamlined daily operations for increased productivity by delegating tasks and supervising to Patient Services Specialist Leads.
- Enhanced patient care by implementing efficient unit management processes and coordinating interdisciplinary teams.
- Participated actively in committee meetings to contribute insights from a Unit Manager perspective, influencing clinical decisions and policies.
- Implemented evidence-based practices within the unit to enhance overall quality of care provided to patients.
- Improved patient satisfaction with timely and accurate communication between patients, families, and medical professionals.
- Contributed to clinical quality improvement initiatives by identifying areas of opportunity within the unit and implementing best practices.
- Protected patients and employees by developing and interpreting infection-control policies and protocols and maintained patient confidence by monitoring confidential information.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Removed trash and straightened counters to keep registration areas clean and neat.
- Preformed accounts receivable duties including researching chargebacks, discrepancies and reconciliations.
Administrative Assistant
Westside Dental Laboratory
05.2015 - 09.2017
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted in delivery of dental pieces as needed.
- Coordinated delivers of dental pieces.
- Collected and documented rent, for my boss rentals.
- Collection to time sheets and manual payroll.
- Responsible for laboratory deposits.
Patient Access Supervisor
El Paso Children's Hospital
02.2012 - 02.2015
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Championed a culture of continuous improvement by encouraging staff members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction rates.
- Served as a key resource for senior leadership in developing strategic plans for the growth and expansion of Patient Access services, contributing valuable insights based on firsthand experience managing daily operations.
- Maintained compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
- Facilitated cross-functional collaboration between departments to streamline processes and provide seamless patient care services.
- Oversaw staff recruitment efforts, selecting top talent to join the team and contribute to the department''s success.
- Enhanced patient satisfaction with improved communication strategies and timely resolution of issues.
- Improved revenue cycle management by overseeing accurate insurance verification processes, reducing billing errors, and ensuring prompt payment collection from patients.
- Developed a comprehensive training program for new employees, ensuring thorough understanding of job responsibilities and hospital policies.
- Conducted regular performance reviews for staff members, providing constructive feedback and setting goals for future growth and development.
- Assisted in the development of departmental budget, monitoring expenditure levels, and identifying opportunities for cost savings without compromising on patient care quality.
- Utilized data analytics tools to identify trends in patient access metrics such as throughput times or first pass yield rates that informed decision-making around process improvements.
- Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
- Optimized staff scheduling to maintain adequate coverage during peak hours, minimizing patient wait times and improving service quality.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Resolved patient billing issues in line with established guidelines.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Removed trash and straightened counters to keep registration areas clean and neat.
- Composed Agendas and reports for manager.
- Reviewed and corrected time sheets for staff of 15 prior to end of pay period.
- Oversaw inventory of office supplies and purchases.
Patient Access Supervisor
University Medical Center of El Paso
10.2006 - 02.2012
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Championed a culture of continuous improvement by encouraging staff members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction rates.
- Maintained compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
- Facilitated cross-functional collaboration between departments to streamline processes and provide seamless patient care services.
- Oversaw staff recruitment efforts, selecting top talent to join the team and contribute to the department''s success.
- Served as a liaison between patients, physicians, and administrative staff to address concerns or questions related to registration or billing issues effectively.
- Improved revenue cycle management by overseeing accurate insurance verification processes, reducing billing errors, and ensuring prompt payment collection from patients.
- Developed a comprehensive training program for new employees, ensuring thorough understanding of job responsibilities and hospital policies.
- Utilized data analytics tools to identify trends in patient access metrics such as throughput times or first pass yield rates that informed decision-making around process improvements.
- Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
- Optimized staff scheduling to maintain adequate coverage during peak hours, minimizing patient wait times and improving service quality.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Resolved patient billing issues in line with established guidelines.
- Addressed bad debts in line with set protocols.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Reviewed and corrected time sheets for staff of 15 prior to end of pay perioid.
Administrator
Letty Counseling Services
05.2006 - 09.2006
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Reduced overhead costs through careful budget management and resource allocation.
- Targeted new customers to grow geographic reach and increase revenue.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- ICD9 and CPT coding.
- Verification of insurance and billing.
- Collections
- Credentialing Process for new counselors.
Front Office Manager
Rio Grande OB/GYN
10.2005 - 04.2006
- Oversaw daily operations for staff of seven
- Prepared time sheets for payroll.
- Inventory and purchasing of supplies.
- Created and implement physician templates.
- Updated and maintained company's employee manual.
- Hiring and training of new employees.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coached employees through day-to-day work and complex problems.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Maintained a clean and organized work environment, promoting a professional image of the clinics.
Office Manager
La Clinica De Familia, Inc.
05.2002 - 10.2005
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry patient/clients.
- Contacted patients regarding unpaid and underpaid accounts to resolve any issues.
- Prepared time sheets.
- Located, checked in and pulled medical records for appointments.
- Composed productivity and collections reports for director.
- Worked together with medical Director to assure providers were meeting their productivity goals.
- Created scheduling templates.
Office Manager
Centro De Salud Familiar La Fe, Inc.
08.1995 - 05.2002
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Oversaw daily operation of fifteen employees in both medical and dental departments.
- Prepared and distributed payroll.
- Train of all front office employees.
- Assisted in the registration process and scheduling of patients, as deemed necessary.
Medical Office Manger
David Doka, M.D
12.1985 - 05.1995
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Managed daily administrative tasks to ensure smooth operations within the medical office environment.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing, and accounts receivable.
- Assisted physicians with clinical documentation to ensure complete and accurate records for each patient visit.
- Addressed and remedied all patient or team member issues.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Enhanced patient care by establishing strong relationships with medical professionals, including physicians and technicians.
- Maintained up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
- Increased revenue by optimizing billing processes and ensuring timely collection of payments from both patients and insurance companies.
- Coordinated regular staff meetings to address challenges, discuss solutions, and share best practices within the team.
- Provided proper scheduling of patients, ensuring timely, and effective allocation of resources and calendars.
- Managed six employees with various personalities and from different cultures for a two-physician practice.
- Took vitals and prepped patients for minor surgical procedures.
- Financial counselor for surgery patients.
- Insurance verification for both Dr. David Doka, Ophthalmologist and Dr. Julie Doka, Anesthisologist
Education
Associate of Science - Medical Assistant
El Paso Community College
El Paso, TX12.1986
Skills
- Medical coding familiarity
- Detail Oriented
- Medical record assessment
- HIPAA Compliance Knowledge
- OSHA and JACHO Compliance Knowledge
- Patient Communication
- Adaptable to change
- Patient Scheduling
- Insurance Verification
- Patient Care Coordination
- Patient Confidentiality Maintenance
- Patient Records Maintenance
- Appointment Scheduling
- Medical billing and coding
- Reliable team player
- Vital signs monitoring
- Electronic Health Records
- Specimens collection and processing
- Payment Collection
- Medical terminology knowledge
- Inventory and supply management
- Report development
- Credentialing
- Report Express Software
- HDX (Health Data Exchange) Software
- LMRP (Local Medical Review Policy)
- Medical Manager-Software
- OAS/Invision Software
- Texoft Software
- Cisco
- CPRS
- GUI
- Fluent in Spanish
- Reliable transportation
- Medical Records Management
- Medical Office Management
- EMR / EHR
Timeline
Medical Support Assistant
Veterans Administration Medical Center at El Paso
11.2022 - Current
Unit Manager
Texas Tech of El Paso
10.2017 - 10.2022
Administrative Assistant
Westside Dental Laboratory
05.2015 - 09.2017
Patient Access Supervisor
El Paso Children's Hospital
02.2012 - 02.2015
Patient Access Supervisor
University Medical Center of El Paso
10.2006 - 02.2012
Administrator
Letty Counseling Services
05.2006 - 09.2006
Front Office Manager
Rio Grande OB/GYN
10.2005 - 04.2006
Office Manager
La Clinica De Familia, Inc.
05.2002 - 10.2005
Office Manager
Centro De Salud Familiar La Fe, Inc.
08.1995 - 05.2002
Medical Office Manger
David Doka, M.D
12.1985 - 05.1995
Associate of Science - Medical Assistant
El Paso Community College
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