Aidee Rocha Email & Phone Number

The Patient Experience Coordinator is responsible for tracking, analyzing, and reporting all voice of the customer data received across the organization by working closely with clinical and department leaders to identify improvement opportunities, develop action plans, and implement necessary changes resulting in an improved patient experience. Additionally, responsible by leading and executing key initiatives across the organization aimed at designing and providing an optimal patient experience.Manage and report on all CAHPS and HOS survey results provided by all Medicare Advantage partners.Perform monthly trend analysis of all patient feedback (VoC) and CAHPS/HOS scores to identify trends that can guide and assist organizational decision-making.Collaborate with clinical leaders to develop and drive improvement action plans for providers and clinics using monthly survey and NPS data.Present VoC data, patient feedback, trends, and improvement/coaching opportunities to various clinical and non-clinical leadership teams.Stay up to date on industry standards, best practices, and all current trends.Track and report trends across all online review platforms, including but not limited to Google, Facebook, Healthgrades, Vitals, and WebMD.Conduct monthly in-person reviews of provider and clinic-level feedback scorecards with each clinic’s respective leadership.Owns the Patient Experience page and ensures all content is relevant and updated in accordance with department director.Owns the Patient Experience Bulletin board and confirms all information is accurate and pertinent.Track net promoter scores (NPS) for the organization and all GMG providers and provide key insights that can lead to improved scores.Participate in monthly performance reports, quarterly business reviews, and others as determined by department leadership.Identify opportunities to optimize company systems and processes that will enhance retention efforts and/or improve the patient experience.

San Antonio, Texas, United States

• Gathered and analyzed data sets related to patient disenrollment and identified key trends to aide in patient retention.• Devolved retention strategies to engage patients who have dis-enrolled from GMG and re-enrolled former patients.• Utilized Salesforce (CRM) to log reasons, issues, and complaints • Gathered, parsed, and analyzed dis-enrollment data to generate monthly reports and briefed stake holders• Collaborated with external departments to optimize company processes that enhanced retention efforts and patient satisfaction• Participated in multiple committees to report on disenrollment data and trends• Reviewed all complaints from multiple sources such as social media, online review site, or call centers to generate a weekly resolution report that would be sent to all leadership. • Exceeded retention goals by utilizing additional resources to pair patients with providers• Restructured processes within my position.

San Antonio, Tx

Agency assisted in obtaining Patient Retention Coordinator role with Gonzaba Medical Group.The Patient Retention Coordinator is responsible for increasing patient loyalty and enhancing overall patient retention efforts with a focus on reducing patient disenrollments. These efforts including calling patients who have disenrolled to determine reasons for their departure, as well as retention efforts to bring them back to Gonzaba Medical Group. The Patient Retention Coordinator identifies negative disenrollment trends and report them to department manager for resolution. The Patient Retention Coordinator works collaboratively across departments to carry out the patient retention strategy and resolve all service issues.

San Antonio, Texas Area

• Received and responded to escalated care coordination inquiries from all communication venues• Coordinates and assists initial screening of complex case screening and UM requests• Conducts in-bound and out-bound calls for program requirements including, but not limited to: enrollment into disease management or special needs program, patient scheduling, surveys/screenings, reminder calls, and census management.• Completed effective data entry/processing of in-bound and/or out-bound call contact information into software applications. (Claims Database, DM Database, EMR, etc.)• Utilized various reports to track patient referrals with clinical staff• Completed calls/assignments and ensured census management, productivity weekly and monthly standards were met• Provided clerical and/or administrative support to clinical staff and managers for special studies, projects or reports. • During Covid-19 provided patient outreach services to high risk individuals for healthcare assessments with local case-management teams. • Analyzed patient benefits and provided recommendations to them such as transportation, specialty care, provider services• Collaborated with external Medical offices to validate medical records, in-patient or out-patient status• Provided administrative record management via faxing, filing, and auditing patient records

San Antonio, Texas Area

•Maintained and managed patient medical records and provided all applicable records to approved 3rd party entities.•Filled out & completed numerous patient affidavits and subpoenas•In-processed and out-processed patients •Completed patient referrals for pain management and radiology as requested by the attending Chiropractor.•Performed electric muscle stimulator and ultrasound therapy on patients

Columbia, Maryland

• Managed patient check in/outs• Conducted verification of all applicable health coverage via Medicaid, Medicare, commercial insurance, HMO, PPO, and worker’s Compensation• Processed all patient financial information to determine eligibility of local sliding fee scale• Identified shortfalls and created processes tied to yearly expiration of patient sliding fee scale eligibility. • Worked directly with provider and nurses as required as the Front Desk Supervisor at Way Station location• Managed and maintained copayments, billing, and other financial transactions• Coordinated and collaborated patient referrals with external specialty offices• Trained and mentored all front desk staff on processes regarding sliding fee scale eligibility