Rocio Bustillo
Belle Chasse
Summary
Hardworking, goal-driven, coachable, highly positive healthcare professional well-versed in recruiting, training and managing employees to provide exceptional services. Highly organized, dependable, and passionate with excellent planning and program management skills. Proven problem solver and excellent communicator. Superb understanding of data collection and performance metrics.
Overview
18
18
years of professional experience
Work History
Practice Manager
Oak Street Health
03.2023 - 11.2024
- Managed daily practice operations and KPI's to optimize appointment scheduling, patient records, patient management, and patient care
- Hire, train, supervise, coach, mentor and manage multidisciplinary team of 15+
- Ensure clinic operations are running smoothly and safely daily, including adequate staffing each day and ensuring SOP's are followed
- Drive results for patients through OSH care model by ensuring standard meetings, huddles, and best practices for preventative care are being followed
- Support and oversee patient experience, clinical outcomes, and team member metrics
- Introduce or update the development of new workflows to manage quality of care for patients through monthly reporting criteria
Patient Access Manager
LCMC
06.2022 - 03.2023
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
- Educated all registration staff personnel regarding updates and changes to job positions.
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
- Recruited, hired and trained staff of 38+, providing direct supervision, ongoing staff development and continuing education to employees.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
Patient Access Representative
Ochsner Medical Center
08.2018 - 06.2022
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Providing excellent customer service by promptly answering patient inquiries, managed phone calls of up to 125 per day.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Trained new staff on hospital processes and procedures.
- Addressed bad debts in line with set protocols.
Front Desk Coordinator
Louisiana Dental Center
09.2015 - 08.2018
- Scheduled appointments in computer system.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Read and responded to emails, answered telephone calls on multi-line phone system and transferred callers.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Verified patient demographic information, copied documentation and directed to provided information.
- Greeted incoming visitors, verified credentials and purpose of visit in order to direct appropriate area or personnel.
- Served as point of contact for clients, fulfilled requests and resolved conflicts within customer service department and forwarded all other inquiries to appropriate department and personnel.
- Trained all staff on front desk procedures and policies.
- Checked-in late-arrival guests, collected payments and verified reservation details to maintain customer satisfaction.
- Decreased collections by 10K working AR report
Orthodontic Assistant
Smile Doctors
10.2016 - 02.2018
- Prepared patient for orthodontist and performed simple tasks such as tightening braces and conducting preliminary examinations.
- Took x-rays, photographs and impressions of patients' teeth and mouth.
- Taught patients strategies for boosting oral hygiene, controlling plaque, and protecting tooth enamel from long-term damage.
- Scheduled appointments for existing patients, factoring in provider availability and scheduling loads.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Prepped examination rooms, sterilized equipment and instruments and maintained appropriate tray setup.
- Poured and shaped molds from impressions and trimmed molds in grinder.
Bartender
Mo's Chalet
12.2009 - 07.2015
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, including video poker, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
Server/Back Office Manager
Superior Bar And Grill
06.2006 - 11.2010
- Served food and beverages promptly with focused attention to customer needs.
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Balanced books and daily deposits of up to $18,000.
- Payroll - ADP
- Generated hostess schedule
Education
Certificate Credential ID 140502943 - Business Analytics Science
LSU Online & Continuing Education
Online04-2025
Bachelor of Science - Healthcare Management
University of Phoenix
03.2021
Skills
- Spanish - Fluent
- EMR - EPIC/Greenway/Canopy
- Salesforce/Tableau
- Policy and Procedure Development
- Policy Implementation
- Workflow Planning
- Schedule Management
- Payroll Administration
- Employee Performance
- Performance Metrics
- Regulatory Compliance
- Great Place to Work
Timeline
Practice Manager
Oak Street Health
03.2023 - 11.2024
Patient Access Manager
LCMC
06.2022 - 03.2023
Patient Access Representative
Ochsner Medical Center
08.2018 - 06.2022
Orthodontic Assistant
Smile Doctors
10.2016 - 02.2018
Front Desk Coordinator
Louisiana Dental Center
09.2015 - 08.2018
Bartender
Mo's Chalet
12.2009 - 07.2015
Server/Back Office Manager
Superior Bar And Grill
06.2006 - 11.2010
Certificate Credential ID 140502943 - Business Analytics Science
LSU Online & Continuing Education
Bachelor of Science - Healthcare Management
University of Phoenix
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