Summary
Overview
Work History
Education
Skills
Languages
Software
Languages
References
Timeline
Generic

Yelitza Garcia

The Bronx,NY

Summary

Dedicated Senior Patient Coordinator with over 7 years in healthcare and 5 years of management experience. Proven track record in leading teams of over 20 professionals while enhancing patient advocacy, care coordination, and resource allocation. Successfully navigated complex healthcare systems to reduce hospital readmissions and improve patient satisfaction. Seeking to leverage strong communication and management skills in a full-time role that fosters team collaboration and elevates patient care.

Overview

9
9
years of professional experience

Work History

Bilingual Care Navigator

Optum
The Bronx, NY
03.2023 - Current
  • Conducted outreach activities to identify individuals who may need assistance or are at risk of developing health issues.
  • Served as an advocate for vulnerable populations ensuring access to necessary services is not denied due to lack of financial means or language barriers.
  • Counseled patients on how best to manage chronic illnesses and adhere to prescribed treatments.
  • Provided emotional support and crisis counseling when needed during difficult times for the patient's family members.
  • Coordinated appointments with primary care providers, specialists, and other medical personnel.
  • Documented patient information in appropriate systems to guarantee care coordination throughout patient care continuum.
  • Stayed current on community-based resources and services useful to patients.
  • Provided education regarding insurance benefits such as copayments, deductibles, coinsurance amounts.
  • Facilitated referrals for appropriate mental health services when indicated.
  • Collaborated with clinical and administrative staff to meet patient needs.
  • Scheduled patient appointments and specific treatments.
  • Enhanced patient quality of life, sense of autonomy and self-determination for health care management by delivering educational resources and explaining outreach programs.
  • Contacted patients to provide appointment reminders.
  • Developed appropriate community resources such as mental health services, substance abuse, treatment and housing.
  • Worked effectively in team environments to make the workplace more productive.
  • Updated and maintained databases with current information.

Senior Patient Coordinator

Weill Cornell Medical Center
New York, NY
11.2021 - 03.2023
  • Reviewed each step of patient care and made proactive adjustments to avert issues.
  • Established rapport and relationships with patients and external partners to cross-train and support medical staff.
  • I explained the upcoming treatment preparation, instructions, and other facts to patients.
  • Educated patients by explaining preparation instructions for upcoming procedures and tests.
  • Facilitated communication between hospital departments.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Acted as the main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
  • Developed strategic relationships with general practitioners and coworkers to build a strong network.
  • Determined need for special assessment activities for complex cases, effectively handling care plans.
  • Completed documentation of care, hospital actions and patient activities.
  • Encouraged patients to schedule recommended tests and procedures.
  • Resolved problems with communication and billing to foster seamless services.
  • Resolved problems with areas such as communication and billing that could negatively impact services.
  • Sent and handled electronic requests for new medications and medication refills.
  • Delivered excellent patient experiences and direct care.
  • Worked with patients to schedule tests and procedures.
  • Upheld confidentiality requirements and regulatory compliance guidelines.

SITE MANAGER

CityMD Urgent Care Center
The Bronx, NY
05.2021 - 11.2021
  • Generated schedules for front desk employees, scribes, medical assistants, and x-ray technicians for the site, including operational, PTO, and payroll hours.
  • Understanding daily volume of patient intake, while preparing for future delays in registration process as well as follow-up procedures conducted after patient is discharged.
  • Monitoring patient flow, managing ongoing daily front and back office operations closely (e.g., ensuring registered patients are assigned to the correct exam room, while confirming providers are aware of which patient within their zone is to be seen next).
  • Opening and closing the site in a timely fashion
  • Supervising, managing, monitoring, coaching, developing and evaluating performance of all staff on an ongoing basis in accordance with applicable performance standards (with the exception of the providers).
  • Implementing, monitoring and taking corrective measures to ensure that the CityMD environment is being observed at all times, by all employees.
  • Conducting monthly formal performance reviews of all staff (other than physicians).
  • Collaborating with HR team to formalize a development plan for staff, as well as managing employee-relation issues
  • Holding departmental meetings and on-site training sessions as needed .
  • Interacting with all major vendors, sales representatives, and other visitors to the site.
  • Meeting with patients to discuss any concerns regarding their visit.
  • Maintaining patient confidentiality in accordance to policy and procedure as well as HIPAA requirements.
  • Monitoring the site expense budget and keeping purchases/expenditures within guidelines.
  • Daily inspection of facility for any structural, cosmetic or operational repairs.
  • Following-up with corporate departments (e.g., IT, Payroll, Aftercare) for support and escalation of operational and/or patient needs.
  • Creating, analyzing and reporting on various business metrics such as, but not limited to: wait times, provider patients per hour, site NPS and survey comments, Yelp reviews, etc

ASSISTANT SITE MANAGER

CityMD
The Bronx, NY
08.2018 - 04.2021
  • Managing the performance of the front desk operation involves understanding at all times how many patients have visited the site, whether there are any delays in the registration process, and what follow-up needs to be conducted after a patient is discharged.
  • Assisting the Site Manager in preparing the schedule for staff.
  • Ordering all medical supplies, medications, vaccinations, and office supplies for the site.
  • Opening and closing the site as required.
  • Assisting the site manager in administrative and operational responsibilities; providing coverage when the site manager is not on the premises, and managing people.
  • Building strong, positive communication with physicians and working as a team to enhance the success of the practice.
  • Ensuring staff maintains professionalism at all times, coaching, managing, disciplining, and developing the staff when the site manager is not present.
  • Managing the PCRs from interviewing, performance, promotion, discipline, etc.
  • Business and Patient Management.
  • Maintaining patient confidentiality in accordance with policy and procedure, as well as HIPAA requirements.
  • Interacting with patients and families at discharge in a courteous and respectful manner, resolving disputes, and reviewing patient satisfaction cards.

PATIENT CARE REPRESENTATIVE

CityMD
The Bronx, NY
06.2016 - 08.2018
  • Greeting and welcoming patients Organizing and coordinating patient in-take and other appointments Accurately entering/updating patient information in system Assisting patients with completion of paperwork when necessary Scanning, updating and filing medical records Answering phone calls, questions, etc.
  • In a prompt and polite manner Processing medical insurance information, verifying patient eligibility and addressing any patient questions about insurance (liaise with Billing department as appropriate) Handling cash and co-payments accurately and responsibly Providing outstanding customer service to every patient Informing site manager or assistant site manager of waiting room wait times, patient inquiries, etc.
  • Presiding over the “patient flow” at the site Making sure that a registered patient gets assigned to the correct exam room Assisting/managing patient flow; reporting to manager if surges occur.

Education

Bachelor of Science -

Lehman College of The City University of New York
The Bronx, NY

High School Diploma -

Dewitt Clinton High School
Bronx, NY

Skills

  • Microsoft Word, Excel, and PowerPoint
  • Proficiency in customer service
  • Skilled multi-tasker
  • Training and development
  • Organizational planning
  • Conflict resolution techniques
  • Team management
  • Meticulous attention to detail
  • Healthcare operations
  • Confidentiality
  • Care coordination
  • Resource identification
  • Insurance expert
  • Community resources
  • Health Care Regulations
  • Risk assessment
  • Quality control
  • Knowledge of community services and programs
  • Medical insurance
  • Ethical conduct
  • Healthcare system navigation
  • Adaptability and flexibility
  • Building rapport and credibility
  • Administrative supervision
  • Organizational standards
  • Insurance practices
  • Proficient in Epic
  • Medical terminology
  • Scheduling

Languages

English, Spanish

Software

EMR, eClinicalWorks, Athena, Salesforce, Interaction Connect.

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

References

References available upon request.

Timeline

Bilingual Care Navigator

Optum
03.2023 - Current

Senior Patient Coordinator

Weill Cornell Medical Center
11.2021 - 03.2023

SITE MANAGER

CityMD Urgent Care Center
05.2021 - 11.2021

ASSISTANT SITE MANAGER

CityMD
08.2018 - 04.2021

PATIENT CARE REPRESENTATIVE

CityMD
06.2016 - 08.2018

Bachelor of Science -

Lehman College of The City University of New York

High School Diploma -

Dewitt Clinton High School
Yelitza Garcia