Zoraida Roque
Clayton,NC
Summary
Dynamic Patient Care Coordinator with a proven track record at JAG-ONE Physical Therapy, excelling in patient satisfaction and insurance verification. Skilled in healthcare operations and adept at multitasking, I effectively streamlined patient flow management, enhancing overall service delivery and ensuring compliance with HIPAA protocols.
Overview
8
8
years of professional experience
Work History
Patient Care Coordinator
JAG-ONE Physical Therapy
07.2023 - Current
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Delivered support to medical staff in completion of patient paperwork.
- Organized patient records and database to facilitate information storage and retrieval.
- Answered incoming calls, scheduled appointments and filed medical records.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Trained new staff on filing, phone etiquette and other office duties.
- Resolved customer complaints using established follow-up procedures.
Hiring and Recruiting Manager
Express Employment Professionals
06.2022 - 06.2023
- Streamlined the applicant tracking process utilizing advanced HR software to enhance candidate experience and improve hiring efficiency.
- Conducted comprehensive interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Met with managers to discuss vacancies, applicant qualifications, and characteristics of top candidates.
- Designed, developed, and implemented successful recruitment process to fill more than 150 vacancies each year.
Tow Truck Dispatcher
R & K Towing
01.2018 - 06.2023
- Received new orders, prepared documentation, and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Communicated with customers to provide delivery updates and resolution.
- Monitored vehicle locations to coordinate timely arrivals.
- Coordinated with 23 drivers to facilitate efficient delivery routes and timely deliveries.
- Assisted in resolving customer complaints and grievances.
Education
Certification - Clinical Medical Assistant
Lincoln Technical Institute
Iselin, NJ06-2011
Skills
- Billing statement processing
- Healthcare documentation
- Medical record requests
- HIPAA protocol adherence
- Healthcare operations
- Organizational standards
- Database coordination
- Filing and recordkeeping
- Customer service
- Insurance practices
- Medical data collection
- Patient care coordination
- Patient records management
- Policy compliance
Accomplishments
- Managed caseload of 400 patients each month.
- Increased departmental transparency and opened up communication channels to improve team collaboration.
- Opened and manage a whole location.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Patient Care Coordinator
JAG-ONE Physical Therapy
07.2023 - Current
Hiring and Recruiting Manager
Express Employment Professionals
06.2022 - 06.2023
Tow Truck Dispatcher
R & K Towing
01.2018 - 06.2023
Certification - Clinical Medical Assistant
Lincoln Technical Institute
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