STEPHANIE RODRIGUEZ
Bronx,NY
Summary
Dedicated Patient Services/Client Services Coordinator with a solid foundation in healthcare administration. Demonstrated success in elevating patient satisfaction levels through strong communication skills and adept problem-solving abilities. Emphasis on fostering teamwork and flexibility in response to evolving demands. Proficient in patient relations, conflict resolution, and service enhancement, ensuring a reliable and outcome-oriented approach to creating a positive healthcare setting.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Client Services Coordinator - Patient Services
New York-Presbyterian Hospital
07.2023 - Current
- Represent the President and CEO of New York-Presbyterian Hospital
- Coordinate and manage high profile patients with other departments, including Admitting, Security, Nursing, Unit Administration, EVS Management, Food & Nutrition, Development, Public Affairs, etc. to ensure privacy, confidentiality, efficiency, and seamless visit/admission.
- Be a key liaison and mediator between patients, families, and staff, providing a centralized and consistent resource and grievance mechanism to ensure patients’ rights are recognized.
- Make appropriate referrals to existing hospital departments, i.e. Department Chairman, Department Management, Quality Performance and Improvement, Public and Legal Affairs.
- Take a leadership role in investigating, researching, documenting, and following up on patient complaints and perceived obstacles to the delivery of efficient care and services.
- Recognize and refer cases that rise to the level of a significant event, a potential NYPORT or litigious situations to the Patient Service Administrator. Work with the specialist and appropriate administrative staff as needed and engage in collaboration to ensure prompt corrective action is taken in order to promote patient safety and quality care is rendered as well as to forestall actual litigation.
- Advise high profile patients of relevant charges for private services.
- Contacting patients and conducting courtesy visit requests.
- Greet and escort high profile patients to their appointments.
- Send daily updates to senior leadership regarding high profile patients referred through Senior/Executive Leadership, Development, Board of Trustees, President & CEO, etc.
Ophthalmic Assistant
New York-Presbyterian Hospital – The Harkness Eye Institute ACN
11.2021 - 07.2023
- Perform visual acuity
- Perform diagnostic testing – Visual Fields & Optical Coherence Tomography (MAC/RNFL)
- Preparing and sterilizing surgical instruments prior to surgery and assist with procedures
- Arrange exam rooms, procedure rooms, and inventoried supplies and equipment
- Transport used surgical instruments to Central Sterile Processing department
- Manage medical supply inventory (i.e., tracking expiration dates and stock replenishment)
- Work independently to do pre-exam work up, including obtaining patient history and testing
COVID-19 Asymptomatic & Symptomatic Testing Site/ Cold, Cough & Fever Clinic Lead CMA
New York-Presbyterian Hospital – Columbia & Allen Campus
03.2020 - 11.2021
- Triaged stable COVID 19 patients to help reduce volume in Emergency Department
- Patient Vitals
- Ensured cleanliness, sanitation, and maintenance of tent
- Escorted patients from Emergency Department entrance to COVID 19 tent
- Collected patient blood samples for serology testing for COVID 19 antibodies
- Due to executive order in NYC, swabbed nearly 100 patients daily using the PCR test
- Managed the waiting area and ED lobby
- Patient appointment verification and scheduling
Pediatrics / OB-GYN / Perinatal / Endocrine / Family Planning - as Need for Overtime
Urgent Care CMA - 21 Audubon ACN (Permanently closed)
12.2013 - 03.2020
- Daily point-of-care control for equipment accuracy
- Performed patient point-of-care testing, EKG, venipuncture, vital signs
- Assisted providers with patient exams (i.e., vaginal, I&D, irrigation, IUD, Nexplanon)
- Collected, labeled, and packaged specimens for transportation and processing
- Assisted rooming patients for consultation in an effort to expedite patient flow
- Thoroughly cleaned and disinfected medical equipment and patient care rooms after each use
- Assisted providers and nurses with Spanish translation
- Reacted calmly and effectively in emergency situations
Medical Assistant / Assistant Office Manager
Clinica Dra. Contreras – (Psychiatrist)
11.2012 - 12.2013
- Patient vitals and phlebotomy
- Patient appointment verification & scheduling
- Created psychiatric clearance letters for bariatric surgery and Letters of Medical Necessity for patients.
- Maintained inventory
- On-boarded and trained new Medical Assistants
- Scheduled lunch meetings with pharmaceutical sales and medical device sales representatives
- Administered injections
- Medical billing & coding
- Assisted in administering psychiatric evaluations, ensuring compliance with established protocols - i.e. PHQ9 Form
- Conducted patient intake and updated medical records with precision and attention to detail.
- Coordinated events and functions with attention to detail ensuring successful execution.
Education
Master’s in Business Administration - Healthcare Management
Capella University
Bachelor’s in Psychology - Forensics
Southern New Hampshire University
06.2023
High School Diploma - undefined
George Washington Educational Campus
01.2007
Skills
- EPIC Super User
- Patient Scheduling
- KEEPSAFE
- HIPAA & JCAHO Knowledge
- Patient Education
- Hospital Policies Knowledge
- Medical Records Management
- RL Documenting
- Bilingual (English & Spanish)
- Complaints & Grievances
Certification
Lean Six Sigma White Belt Certification - Earned: 01/2025
Timeline
Client Services Coordinator - Patient Services
New York-Presbyterian Hospital
07.2023 - Current
Ophthalmic Assistant
New York-Presbyterian Hospital – The Harkness Eye Institute ACN
11.2021 - 07.2023
COVID-19 Asymptomatic & Symptomatic Testing Site/ Cold, Cough & Fever Clinic Lead CMA
New York-Presbyterian Hospital – Columbia & Allen Campus
03.2020 - 11.2021
Pediatrics / OB-GYN / Perinatal / Endocrine / Family Planning - as Need for Overtime
Urgent Care CMA - 21 Audubon ACN (Permanently closed)
12.2013 - 03.2020
Medical Assistant / Assistant Office Manager
Clinica Dra. Contreras – (Psychiatrist)
11.2012 - 12.2013
Bachelor’s in Psychology - Forensics
Southern New Hampshire University
High School Diploma - undefined
George Washington Educational Campus
Master’s in Business Administration - Healthcare Management
Capella University
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