Walid Pocevic
New Haven
Summary
Compassionate and tech‑savvy healthcare professional with 5+ years of experience guiding patients through care decisions, improving access to services, and supporting providers in high‑volume clinical settings. Skilled in patient education, motivational communication, care coordination, and remote engagement across digital platforms. Proven ability to increase patient adherence, streamline workflows, and deliver exceptional service. Recognized for reliability, empathy, and the ability to help patients feel supported and confident in their care journey.
Overview
5
5
years of professional experience
Work History
Administrative Technician & Pt. Care Coordinator
Surgical Associates of West Haven
09.2025 - Current
- Guide patients through the full care process for general surgery and colonoscopy services, ensuring they understand preparation, next steps, and follow‑up expectations.
- Increased colonoscopy scheduling volume by 100%, improving preventive care access and patient adherence.
- Educate patients on procedure preparation, recovery expectations, and care instructions, improving compliance and reducing cancellations.
- Support patients experiencing anxiety, confusion, or mental‑health barriers by providing clear explanations, reassurance, and step‑by‑step guidance.
- Advocate for patient needs by coordinating with surgeons, nurses, and support staff to resolve concerns quickly and accurately.
- Train new staff members and develop patient‑facing resources (prep guides, forms) that improved clarity and satisfaction.
- Strengthen patient retention through proactive outreach, empathetic communication, and consistent follow‑up.
Administrative Technician & Pt. Care Coordinator
Medical Walk‑In Care
09.2024 - 09.2025
- Provided patients with clear instructions, follow‑up communication, and education on next steps in their care plan.
- Conducted outreach to meet quality measures, improve continuity of care, and increase patient engagement.
- Helped patients overcome barriers such as fear, misunderstanding, or difficulty navigating the healthcare system.
- Utilized EMR systems and provider portals to coordinate referrals, document care, and ensure timely follow‑up.
- Helped implement and streamline provider scheduling workflows, improving patient access and reducing delays.
- Built strong rapport with patients through compassionate communication and problem‑solving.
Certified Pharmacy Technician
West Haven Pharmacy
10.2020 - 09.2024
- Assisted patients and providers with medication questions, prescription processing, and chart updates.
- Educated patients on medication instructions, refill timing, and pharmacy processes.
- Supported patients experiencing stress, confusion, or mental‑health challenges by offering calm, clear, and supportive guidance.
- Maintained accuracy in PMS and POS systems while supporting high‑volume communication via phone, text, and digital platforms.
- Awarded Employee of the Year for 2023 & 2024 for exceptional service, reliability, and patient support.
Education
High School Diploma -
Engineering & Science University Magnet School
New Haven, CTSkills
Patient Support & Coaching
- Patient education & guidance
- Motivational communication
- Care navigation
- Empathy‑driven service
- Service recovery
- Building trust & rapport
- Care coordination
- Quality measure outreach
- Scheduling optimization
- Documentation accuracy
- Workflow improvement
- Provider support
- EMR/EHR systems
- PMS & POS systems
- CRM platforms
- Zoom, Teams, Slack
- Digital communication platforms
- Telehealth support
Timeline
Administrative Technician & Pt. Care Coordinator
Surgical Associates of West Haven
09.2025 - Current
Administrative Technician & Pt. Care Coordinator
Medical Walk‑In Care
09.2024 - 09.2025
Certified Pharmacy Technician
West Haven Pharmacy
10.2020 - 09.2024
High School Diploma -
Engineering & Science University Magnet School