Patient Access & Scheduling Leader with Operations Excellence

Jessica Osorio

551-***-**** **************@*****.***

Professional Summary

Driven healthcare administrator with 10+ years of experience in patient access, scheduling, radiology operations, and team leadership. Proven ability to manage high-volume environments, optimize workflows, and lead teams to exceed productivity, quality, and patient experience metrics. Highly skilled in EHR systems, insurance verification, and cross-functional collaboration, with a strong commitment to patient- centered care and operational excellence.

Core Competencies

Patient Access Operations • Medical Scheduling • Team Leadership & Coaching • Workflow Optimization EHR & EMR Systems (EPIC) (Salesforce) • Insurance Verification & Authorizations • HIPAA Compliance Performance Metrics & QA • Call Center Operations • Cross-Functional Communication Professional Experience

CIVIE LLC — Scheduler February 2025 – August 2025

Managed 100+ inbound calls daily, consistently delivering timely resolutions and maintaining high patient satisfaction in a fast-paced radiology environment. Scheduled 100+ appointments per day across two radiology departments while maintaining accuracy and compliance with departmental workflows.

Improved scheduling efficiency by accurately processing physician referrals and coordinating reschedules, reducing appointment delays.

Entered and maintained 100% accurate patient demographics and insurance data, supporting clean claims and reducing billing errors.

Screened patients for financial assistance using Real-Time Eligibility (RTE), increasing access to care and reducing appointment barriers.

Leveraged RingCentral and internal systems to manage complex scheduling workflows and multiple communication channels.

Strengthened collaboration across departments through proactive communication via Microsoft Teams, supporting operational continuity.

Clinical Health Network for Transformation (CHN) — Access Specialist January 2024 – February 2025

Handled 60+ patient interactions per day, supporting reproductive health care access while meeting or exceeding quality, productivity, and patient experience benchmarks. Registered and managed patient records within EPIC EHR, ensuring data integrity and HIPAA compliance. Scheduled, canceled, and rescheduled sensitive health care services with professionalism, empathy, and accuracy.

Screened patients for financial assistance using Real-Time Eligibility (RTE), increasing access to care and reducing appointment barriers.

Coordinated care by relaying critical patient communications to providers and escalating clinical needs appropriately.

Demonstrated strong alignment with organizational mission by supporting health equity initiatives and community-centered care.

EVERSANA — Program Specialist II February 2023 – November 2023 Supported 60+ customers daily across multiple communication channels while maintaining high service quality and adherence to scripted workflows.

Utilized Salesforce and Genesys to document interactions, track resolutions, and ensure accurate customer records.

Applied deep product knowledge and analytical problem-solving to resolve complex inquiries efficiently. Selected to mentor and on board new hires, contributing to faster ramp-up times and improved team performance.

Consistently met performance metrics related to call quality, productivity, and customer satisfaction. CareMetx — Team Lead / Access Specialist November 2021 – June 2022 Led and coached a 23-member team, overseeing attendance, training completion, and performance throughout a high-volume project life cycle.

Improved team effectiveness by conducting 1:1 coaching sessions, audits, and call quality reviews, resulting in higher accuracy in benefit investigations.

Partnered with leadership to develop and refine training materials and work flows, supporting consistency and compliance with client SLAs.

Monitored individual and team productivity, proactively addressing performance gaps through targeted coaching and improvement plans.

Served as a key escalation point, ensuring timely issue resolution and uninterrupted service delivery. Stand-Up MRI — Bronx & Manhattan, NY-Site Manager November 2015 – October 2021 Directed daily operations for radiology sites, overseeing scheduling, insurance verification, and front-office workflows.

Supervised benefit investigations, MRI authorizations, and pre-certifications, ensuring compliance across commercial, workers’ compensation, and no-fault plans. Led and developed staff by addressing performance concerns, improving work ethic standards, and maintaining accountability.

Streamlined documentation processes within the EMR, improving authorization tracking and reducing processing delays.

Reported operational data and performance updates to corporate leadership, supporting informed decision- making.

Technical Skills

EPIC EHR • EMR Systems • Salesforce • Genesys • RingCentral Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams) Call Management & Scheduling Systems • Data Accuracy & Reporting Education

University of Phoenix (AXIA College)

Associate & Bachelor’s Degree in Psychology

LaGuardia College

High School Equivalency

Strategic Strengths

High-volume health care operations

People leadership and performance management

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