Customer Service Call Center
Resume:
Rebeca Rojas, MHRM
**** ****** *** *******, ** **725
Cellular: 386-***-**** - Email: ********@***.***
Professional Profile
Bilingual Spanish and English.
Dedicated and technically skilled business professional with a versatile management and unique skill set developed through past experience in the Healthcare profession Office Management, Executive Assistant and Entrepreneur.
Visionary leader leveraging in-depth knowledge of the HealthCare Industry; with the ability to increase budget\cost containment and labor tracking.
KPI, HEDIS, MIPS,
Adhering and assuring that staff adheres to Corporate Compliance Plans.
Actively participate in outstanding customer service and accepting responsibility in maintaining relationships that is equally respectful to all.
Teambuilding & Supervision; Staff Development & Training; Policies & Procedures Manuals
Spreadsheet & Database Creation; Process Improvement; Strategic Planning
Project Coordination; Inventory Management; Expense Reduction; Customer Service;
Passion for recruiting, engage candidates with the right leaders and team
Revenue Cycle, DNFB improvement processes, implement trends and HIMS benchmarks to improve process overall.
Payroll experience:
As a manager I have completed payroll for all my direct reports including managers under my supervision; payroll softwares used Ultipro and ADP. Reconciliation of bills, bank deposits ledger, accounts payable were some of the additional responsibilities.
Call center experience: through each of my management jobs, I have managed the call center for each of these organizations; I have used the below skills and training for my staff:
Develop objectives for the call centers day to day activities
Conducting resource planning to maximize productivity of resources (people, technology, training)
Collect and analyze call center statistics (customer service metrics)
Assume responsibility of budgeting and tracking expenses.
Hire, coach and provide training to personnel to maintain high customer service standards.
Monitor and improve telephone handling and other procedures.
Evaluate performance with key metrics (accuracy, call-waiting time, etc)
Prepare reports for different departments and/or upper management.
Delivering outstanding communication and interpersonal skills, excellent organization and leadership skills, with problem solving ability.
Being positive and patient
Having a solid understanding of reporting and budgeting.
Having a can-do care attitude takes you a long way.
July 2022 to present, Daytona Beach, Fl
Halifax Health: Senior Practice Manager, July 2022 – present
Prepare reports on practice operations and quality metrics. Liaison among the support staff, practice managers, providers, Director of Operations, and VP of Physicians Services.
Understand goals of practices
Assist with monthly review of budget and expenses; implementing improvements when necessary; contain expenses within budget constraints; provide documentation for audits
Management of staff including hiring, training, supervising and evaluating
Direct daily activities
Oversee billing and collection; to provide further support to the team I took the coding course through AAPC and I am currently waiting to take the test.
Oversee ordering and usage of supplies; assure proper maintenance of the offices; schedule in-service orientation; liaison with external and internal vendors
Oversee attendance/time reports and personnel payroll reports
Manage 7 office managers, monitor and evaluate department personnel, organized monthly managers meetings in person, and weekly Zoom meetings, set agenda and minutes.
Worked with the support personnel to get training for the office manager and staff when releases would come out for the EMR system; providing support and training.
Involved office managers in all LOB meetings, to train and learn about HEDIS, MIPS, and STAR programs, the scores are constantly trending upwards, this is due to having managers involved to understand “why” we have to do things, when you train and teach the why’s the team understand the logic and expectations and are more acceptable and willing to comply with the requirements.
Created SOP binders for offices, Manager Binders, created a binder with the process to open a new clinic including contact, requirements, and timeline; assured that my offices where set up for success. Fostered a positive work environment for the managers and staff; lead by example.
March 2021 to present, IMA Medical Group Sanford, Fl and DeBary, Fl
HealthCare Manager: Office Manager, 2021 to July 2022
This role as allowed me to start an office from zero to what I currently have, the Sanford office has the potential to service over 4000 patients; it will actively have 7 providers; currently 2 providers since opening in June 2021, over 350+ patients 3 staff members, for more info of how we are doing google IMA Sanford and click reviews; I pride myself in achieving the 12 – 5 star reviews so far; since my integration with IMA I was asked to cover 2 offices as Office Manager, re-organized, re-trained MAs when needed, as well as Front office associates; brainstormed with the providers and staff to promote a positive environment in the Oviedo sister office. Currently trained the new OM for the Oviedo and cover only as needed. I am whole heartedly dedicated to the Sanford office; other managers have reached out to me for guidance, suggestions, and mentorship.
Point of contact for operational and clinic support.
Monitoring HEDIS and MRA gaps; addressing gaps with Physician and MA during daily huddles to achieve
measures and implement ways to successfully close deficiency in gaps.
Monitor expenses and budget to ensure cost effectiveness
Hiring, coaching, and performing employee performance Reviews.
Routine meetings, 1:1 with office staff as well as with the Physician.
Promote good work ethics, lead with integrity, and promote staff to a higher level, always finding the areas of
improvement, and weakness to work with the staff, encouraging staff to think outside of the routine work, bring
ideas to promote a diverse environment.
I lead by example.
July 2016 to August 2018 MetCare/Humana Deland, Fl
HealthCare Manager: Clinic Administrator, 2016 to 2018
Developing centers budget and review of company financial reports
Monitor expenses and budget to ensure cost effectiveness
Ensure adequate staffing levels
Evaluate and formulate action plans, review utilization data, staff
Ensure proper training and mentoring
Orientation and training of center staff policies and procedures
Review daily cash reconciliation/deposits and other reports as necessary
Conduct routine meetings, huddles with staff (including 5 physicians, 2 RN clinicals, 5 Medical Assistant 8
Administrative Staff members including 2 referral coordinators, and overview of 3 coders)
Participate in and facilitates staff, patient education and marketing activities. Promote center growth
Control ordering and distribution of office supplies, patient care supplies, pharmaceuticals and equipment
Performs other related duties and responsibilities as assigned.
Dec 2011 to August 2014 TAKECARE HEALTH SYSTEMS Lake Buena Vista, FL
HealthCare Manager: Front Office Manager, 2011 to 2014
Responsible for Front Desk staff 13 FTE and 3 PRN’s,
Conducting phone interview on potential candidates; 1:1 interview; group interviews, hiring recommendation
Disciplinary actions and conducting separation of employment.
Processing payroll, vacation and sick day pay; FMLA and short-term disability paperwork and compliance.
Collaborate with other departments and management to provide continuity of patient care and promote
teamwork.
Document preparation for all HEDIS reports; processing of HEDIS notes; provider updates, audits.
Responsible for all credit card transactions and cash flows at front desk, patient billing payments/payment plans,
bank deposits and monthly reconciliation.
Research work include; conducting Investigating complaints and/or non-compliance of policies.
Follow up with patients billing issues/complaints within 24-hour time frame.
Responsible for department budget and cost containment, strategic planning and labor tracking.
Oversee Medical record/Telephone room functions. Create action plans to support improvement.
Evaluate employee turnover and recommend retention strategies. Involve staff in achieving department goals.
Support the customer and employee satisfaction activities of the organization.
Create Job Descriptions, write proposals to support department improvement plans, Write policy and
procedures that contribute to improvement and changes.
Train and educate staff to be compliant with new and or improved changes.
Managing compliance, quality assurance, and auditing of all facets of the office.
Duties include counseling, educating and creating action plans to improve workflow; responsibilities include
interview, hiring, disciplinary actions and conducting separation of employment.
Touring potential new clients
Meeting with family members of patients when needed, answered questions and concerns and guidance.
Manager on Duty rotation includes management of 52 employees, providing support to the on-staff providers,
locum providers, radiology staff, Quest lab and Walgreens pharmacy.
Created newsletter for the center/created a motivation board for the department (eventually used by all staff
members at the center to stay up to date with center changes and or updates)
Education: Graduated/Expected Graduation:
Masters in Human Resource Management Graduated May 2016
University of Phoenix
Bachelors in Business Management Graduated October 2010
Certificates
Collector University, LLC 2013
Collecting from Patients in a Difficult Economy
Model of Excellence (ICBEST) from Florida Hospital South 2011
Miami Springs Senior High School
High School Graduate Graduated 1993
Technology and Programs with expertise:
Microsoft Office (Word, Excel, Power Point, Outlook)
Ultipro/Kronos/ ADP
Athena/eClinical Works (eCW) (Mobile/Desktop version) /PrimeSuite
Professional References: Personal References:
Hanumanth Rao, MD Yvette Roldan
Director of MIPS at Guardian Health Services 585-***-****
570-***-**** *********@*****.***
****@**********.***
Yesabel Cordero Sheryl Garcia
VP of Operations IMA Medical Group Former employee/Friend
************@*****.***
Candice Rivera, MD Yvette Spicer
Provider at IMA Medical Group 386-***-****
Mansi Amin, MD
Provider at Halifax Health PC Deltona
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