Susana Rojas
El Paso
Summary
Patient advocacy professional equipped for impactful contributions. Skilled in navigating healthcare systems, resolving patient concerns, and ensuring optimal care coordination. Strong collaborator, adept at adapting to evolving needs and driving team success. Proficient in communication, conflict resolution, and empathy, bringing reliability and results to every situation.
Overview
29
29
years of professional experience
Work History
Patient Advocate
Conifer Health Solutions
08.2021 - Current
- Advocated for patients' needs, ensuring access to appropriate healthcare services and resources.
- Coordinated communication between patients, families, and healthcare providers to facilitate care continuity.
- Assisted patients in navigating insurance processes, enhancing understanding of coverage options and benefits.
- Monitored patient feedback to identify areas for service improvement and enhance overall satisfaction.
- Educated patients on their rights and responsibilities within the healthcare system, promoting informed decision-making.
- Supported case management teams in developing individualized care plans tailored to patient needs.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Educated patients on available resources and community programs, increasing their access to needed services.
- Entered details into computer systems and managed database of information.
- Educated patients and families on healthcare options and financial support resources.
- Advocated for patient rights and access to support resources in healthcare settings.
- Assisted patients in navigating complex healthcare systems and procedures to reduce emotional strain.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
- Verified patient insurance eligibility and entered patient information into system.
Coordinator
Sierra Teen Health Resource Center
08.2002 - 08.2021
- Coordinated patient appointments and managed scheduling systems to enhance operational efficiency.
- Developed and implemented patient care plans in collaboration with healthcare providers.
- Streamlined communication between patients and medical teams to improve service delivery.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Trained new staff members on office procedures and protocols, ensuring consistency in patient care delivery.
- Delivered excellent patient experiences and direct care.
- Fostered strong relationships with referral sources for increased network connections, benefiting both the clinic and its patients through expanded resources.
- Acted as a knowledgeable resource for patients seeking information about community resources and support services available to them in their healthcare journey.
- Reduced wait times by implementing an effective appointment reminder system for patients, minimizing no-shows and late arrivals.
- Monitored inventory levels of medical supplies and equipment, placing orders when necessary to prevent shortages or delays in patient care provision.
- Established partnerships with local healthcare providers, expanding options and resources for patient.
- Developed patient education materials, empowering individuals with knowledge about their condition,
- Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
- Enhanced patient satisfaction by coordinating timely care and addressing individual needs.
- Ensuring that necessary medical supplies were always available for patient care.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
- Applied administrative knowledge and courtesy to explain services to patients.
- Followed document protocols to safeguard confidentiality of patient records.
- Organized patient records and database to facilitate information storage and retrieval.
- Trained new staff on filing, phone etiquette and other office duties.
- Offered simple, clear explanations to help clients and families understand doctor policies.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
Medical Receptionist
El Paso OB/GYN Group
08.1996 - 08.2002
- Managed patient scheduling and appointment confirmations to optimize clinic workflow.
- Coordinated communication between patients and healthcare providers, enhancing service delivery.
- Implemented electronic health record system improvements, ensuring accurate patient data management.
- Oversaw front desk operations, maintaining high standards of customer service and professionalism.
- Streamlined patient check-in processes, reducing wait times for improved patient satisfaction.
- Developed and maintained filing systems for patient records, ensuring compliance with confidentiality regulations.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient demographics
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Maintained current and accurate medical records for patients.
- Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
- Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
- Supported office staff and operational requirements with administrative tasks.
- Handled prompt payment from patients with copay due at the time of appointment,
- Organized essential medical documents, streamlining access to vital information for healthcare providers during appointments.
- Reduced no-shows by implementing appointment reminder system through phone calls,
- Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
- Managed patient appointments efficiently, reducing wait times significantly.
- Maintained strict confidentiality of patient records in compliance with HIPAA regulations.
- Optimized appointment scheduling to maximize doctor availability.
- Improved patient follow-up, reducing missed appointments through effective reminder calls.
- Enhanced patient experience by maintaining clean, organized reception area.
- Supported positive patient experience by offering assistance with filling out health forms.
- Fostered welcoming environment, greeting patients warmly upon arrival.
- Improved accuracy of patient data with meticulous record-keeping.
- Improved workflow efficiency, organizing back-office supplies and equipment.
- Enhanced office efficiency by implementing new filing system for patient records.
- Maintained confidentiality and privacy of patient information, adhering to HIPAA regulations.
- Increased patient satisfaction by answering inquiries with empathy and professionalism.
- Facilitated smooth check-in process, ensuring all necessary paperwork was completed promptly.
- Streamlined office communication by effectively coordinating between doctors and nurses.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Obtained payments from patients and scanned identification and insurance cards.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Answered phone calls and messages, scheduling appointments, and handling patient inquiries.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Registered and verified patient records before triage with most up-to-date information.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Education
Graduate Certificate - Legal Secretary
International Business College
El Paso, TX01-1993
GED -
Thomas Jefferson High School
El Paso, TX11-1988
Skills
- Educating on patient rights
- Effective problem resolution
- Organized nature
- Resource utilization
- Database coordination
- Healthcare navigation
- Verbal and written communication
- Relationship building
- Application support
- Computer savvy
- Activity monitoring
- Eligibility determination
- Financial counseling
- Customer service
- Friendly and outgoing
- Multitasking and organization
- Customer follow-up
- Electronic health records
- Phone and email etiquette
- Data entry
- Medical terminology
- Appointment scheduling
- Insurance billing
- Payment processing
- Training coordination
- Intake assessment
- Information collection
- Records maintenance
- Process improvement
- EMR
- English and Spanish fluency
- Scheduling diagnostic procedures
- System updating
- Fee collection
- Medical services administration
Timeline
Patient Advocate
Conifer Health Solutions
08.2021 - Current
Coordinator
Sierra Teen Health Resource Center
08.2002 - 08.2021
Medical Receptionist
El Paso OB/GYN Group
08.1996 - 08.2002
Graduate Certificate - Legal Secretary
International Business College
GED -
Thomas Jefferson High School
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