Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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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, NJ
06-2011

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
Zoraida Roque