Rosi Curiel
Duarte,CA
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
5
5
years of professional experience
Work History
Operation Manager of Patient Care
Infusion For Health
Brea, CA
10.2023 - Current
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Partnered with the executive team to ensure successful completion of projects by coordinating tasks, monitoring progress, and maintaining documentation.
- Increased patient confidence in the billing process by implementing financial counseling; explanations of insurance benefits and coverage limitations.
- Provided compassionate assistance to financially challenged patients, identifying potential sources of funding or discounts when applicable.
- Managed employee performance reviews providing constructive feedback leading to higher team morale and improved performance.
- Implemented key performance indicators to monitor the success of logistics operations, driving continuous improvement.
- Produced weekly reports using advanced Excel spreadsheet functions.
- Mentored and coached team members on QA topics and strategies.
Supervisor of Patient Care Operations
Infusion For Health
02.2022 - 10.2023
- Oversaw the hiring, training and professional growth of employees
- Completed semi-monthly payroll and PTO
- Delegated tasks to administrative support staff to organize and improve office efficiency
- Monitored ongoing care for new and established patients and proactively corrected problems
- Tracked and optimized team metrics such as overall production, conversion rates, product types and customer satisfaction
- Updated and implemented policies and procedures, leading continuous improvement of patient care
- Conferred with managers, sales teams, and executive team to revise plans and achieve quarterly goals
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills
- Developed weekly referral and schedule status reports for executive team to present in organizational meetings
- Realigned weekly patient appointment schedules to factor in changing conditions such as shortages in clinical staff, and inventory problems
- Reduced process inconsistencies and effectively trained team members on best practices and protocols
- Call center supervisor emphasizing in customer satisfaction.
Lead Patient Care Coordinator
Infusion For Health
05.2021 - 02.2022
- Established rapport and relationships with patients and external partners
- Performed as subject matter expert for case management processes
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Educated patients and scheduled their appointments according to the treatment regimen
- Collaborated with physicians to obtain necessary clinical information for prior authorization submissions.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Served as a liaison between clinical departments, finance, and administration, ensuring smooth communication for proper revenue cycle management.
- Achieved optimal reimbursement rates by verifying insurance coverage, eligibility, benefits, and authorization prior to service delivery.
Supervisor of Specialty Concierge
Premier Pharmacy Services
Baldwin Park, CA
06.2019 - 05.2021
- Supervised team of 6 Concierges with territories throughout U.S
- Created and update standard operating procedures for department
- Handling customer complaints and resolving issues in timely and professional manner to ensure excellent service
- Addressing employee issues and concerns
- Interviewed, hired, and trained new employees
- Conducted daily department reports to ensure workflow is being followed in timely manner
- Profile and process prescriptions
- Worked with Sales team across U.S to pursue business growth
- Developed strong relationships with clients through regular communication, understanding their unique needs, and providing tailored solutions.
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
Concierge Chronic Care
Premier Pharmacy Services
Baldwin Park
06.2019 - 05.2021
- Managed accounts across the U.S
- Managed over 45 customer calls, emails and faxes per day
- Tailored services to meet client needs
- Create and maintain relationships with customers
- Received and responded to customer requests by telephone or email while providing detailed information
- Entertain representatives of larger accounts when National Sales Manager is unavailable
- Support outsides sales with customer requests, updates, and correspondence to ensure customer satisfaction
- Maintain liaison with other departments for order completion
- Cold call prospective clients to establish new business.
Education
Bachelor of Science - Healthcare Administration
Grand Canyon University
Phoenix, AZ12.2025
Skills
- Problem-Solving
- Team Leadership
- Operational Efficiency
- Project planning and development
- Strategic planning and execution
- Microsoft Outlook, Word, and Excel
- Customer Service
- Medical Terminology
- Quality Assurance
- Workflow Optimization
Languages
Spanish
Native or Bilingual
Timeline
Operation Manager of Patient Care
Infusion For Health
10.2023 - Current
Supervisor of Patient Care Operations
Infusion For Health
02.2022 - 10.2023
Lead Patient Care Coordinator
Infusion For Health
05.2021 - 02.2022
Supervisor of Specialty Concierge
Premier Pharmacy Services
06.2019 - 05.2021
Concierge Chronic Care
Premier Pharmacy Services
06.2019 - 05.2021
Bachelor of Science - Healthcare Administration
Grand Canyon University