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
17
17
years of professional experience
Work History
Practice Manager
Oak Street Health
03.2023 - Current
- Manage daily practice operations to optimize appointment scheduling, patient records management
- Hire, train, supervise, coach, mentor and manage a multidisciplinary team of 15+
- Ensure clinic operations are running smoothly and safely on a daily basis, 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
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 a 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.
- 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.
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 - 06.2015
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, 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.
Office Manager
Superior Bar & Grill
06.2006 - 11.2010
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Managed office operations while scheduling appointments for department managers.
- Controlled finances to lower costs and keep business operating within budget.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Education
Bachelor of Science - Healthcare Management
University of Phoenix
Tempe, AZ03.2021
Skills
- Continuous Improvement
- Referral Management
- Resource Utilization
- Electronic Health Records
- Policy and Procedure Development
- Strategic Business Planning
- Workflow Planning
- Schedule Management
- Payroll Administration
- Employee Performance
- Policy Implementation
- Supplies Ordering
- Performance Metrics
- Practice Management
- Regulatory Compliance
- New Hire Training
Languages
Spanish
Native or Bilingual
Timeline
Practice Manager
Oak Street Health
03.2023 - Current
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 - 06.2015
Office Manager
Superior Bar & Grill
06.2006 - 11.2010
Bachelor of Science - Healthcare Management
University of Phoenix
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