Karla L. Rodriguez-Troche

• Managed patient appointments and scheduling for veterans affairs healthcare services.
• Maintained accurate medical records in electronic health record systems.
• Ensured compliance with HIPAA regulations for confidential patient information.
• Coordinated patient and medical staff communication, enhancing understanding and satisfaction.
• Processed secure messaging with patients, notifying them of normal lab results.
• Facilitated training for new staff on operational procedures and systems, improving onboarding efficiency.
• Participated in team meetings to enhance workflows and improve patient outcomes.
• Monitored clinic setup and made adjustments to optimize operational workflows.

• Answered telephones, secure messaging, and chat messages; relayed messages to appropriate staff inside or outside of the VISN 19 CCC; scheduled appointments; interpreted; and verified provider orders in accordance with VHA national scheduling guidelines.
• Coordinated appointment schedules to enhance patient access by managing cancellations and rescheduling of primary care appointments.
• Educated veterans on options for care in the community while adhering to Mission Act guidelines for wait time and drive time standards, ensuring timely access to care as per provider and patient expectations.
• Maintain effective and efficient communication with the patient, inter-professional care delivery teams and VA medical centers.
• Provide high-quality customer service to Veterans and their families/caregivers.
• Provide accurate details of organizational information to Veterans regarding the different services the VA offers.
• Communicate tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.
• Provide specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
• Manage patient systems to verify and validate accuracy and resolve issues; evaluate patient information and clinic schedule lists; inform inter-professional team members about shared patients.
• Collected medical history from patients to support care. obtained medical information from patients. Review electronic health records.
• Provided information and resolutions to Veterans' requests, utilizing administrative judgment to escalate symptomatic concerns to RN clinicians or direct contacts to appropriate disciplines for resolution.
• VISM 19 VA Health Connect Clinical Contact Center (Remote job)

• Provide non-medical home care services for older adults, seniors, and people with medical conditions and/or disabilities.
• Prepared nutritious meals aligned with clients' dietary needs to promote health and well-being.
• Executed light housekeeping duties to foster a safe and comfortable living environment for clients.
• Provided companionship to improve emotional well-being and reduce feelings of isolation for clients.
• Assisted clients with transportation to appointments and social events.
• Alzheimer's & Dementia Care.

• Perform administrative functions in support of the Chief of Renal section and the Chief of Medical Service. Provide general office administration and patient management, which includes scheduling and documentation of workload data from all areas of the Renal section.
• Schedule patients for Renal clinics through the utilization of CPRS/VISTA applications (Appointment Management) and Central Scheduling.
• Maintain patient data in support of clinical activities using the CPRS/VISTA system.
• Patient liaison between the providers and veterans seen in outpatient renal clinic, weekly dialysis patients and telehealth clinic.
• Organized weekly clinic schedule, matched patients with suitable providers.
• Provided clerical reports to the Renal and Office of Chief sections, facilitating timely communication and decision-making.
• Generated and coordinated providers' proficiency reports, ensuring timely completion and signatures for compliance and quality assurance.
• Maintained a system for managing incoming phone calls and relaying information from hospital staff, patients, and representatives, ensuring smooth operations across Medical Service and Research Laboratory departments.
• Receive and review incoming mail, properly distributing and/or taking personal action on recurring and non-recurring reports, patient appointments, supplies, budgets, reports, fellowship applications (physicians and physician assistants).
• Work closely with the University of Colorado Health Sciences Center regarding house staff rotation schedules, attending physician schedules, and other matters requiring coordination between the affiliated institutions. Liaison to University of Colorado fellowship program and Division of Nephrology and Hypertension.
• Create, rename, modify and inactivate of renal clinics using VA ECHCS Clinic Profiling LEAF site.
• Rocky Mountain Regional VA Medical Center

• Streamlined onboarding process for new customer service representatives, enhancing team integration and reducing ramp-up time.
• Determined status of claims for services, providing timely updates to stakeholders.
• Develop, examine, adjust, reconsider, recommend settlement of various types of claims.
• Give advice/assistance in obtaining evidence and supporting documents required to complete claims.
• Explain and advise the basis for payment decisions and reasons for disallowance; explain payment methodologies used in adjudicating medical claims to resolve questions.
• Evaluated claims for discrepancies and took corrective actions based on operational guidelines.
• Collaborated with veterans, family members, providers, and collection agencies to resolve adverse credit situations related to medical claims, ensuring veterans received necessary support.
• Conduct telephone interviews and create responses to inquiries regarding any program administered by the VHA.

Monitored alarms for unauthorized access, responded to incidents, logged building entries and departures, and compiled daily activity reports to ensure security compliance.

• Resolved badge and access issues for customers and clients, providing timely support for inquiries.
• Served as customer service representative for CenturyLink's security call center, addressing client inquiries and concerns.

• Prepared and cooked diverse menu items for high-volume dining service.
• Collaborated with team members to ensure timely meal service and quality standards.
• Maintained cleanliness and organization of kitchen workstations and equipment.
• Managed part-time schedule of up to 30 hours weekly

• Organized kitchen tasks and ensured ingredient availability to support food management during 240 hours of unpaid work.
• Fulfilled operational tasks by allocating 25-30 hours each week.
• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Completed day-to-day duties accurately and efficiently.

• Prepared ingredients according to recipes, ensuring consistent quality and adherence to kitchen standards.
• Operated kitchen equipment safely and efficiently, contributing to smooth meal preparation.
• Collaborated with team members to facilitate timely delivery of food service, enhancing customer satisfaction.

• Provided attentive customer service, fostering positive guest experiences.
• Greet and Escort customers to their tables.
• Present menu and provide detailed information when asked (e.g., portions, ingredients, or potential food allergies).
• Used POS system to take accurate food and drink orders.
• Processed payments efficiently, ensuring smooth and timely dining experiences.
• Prepared tables by setting up linens, silverware, and glasses.
• Maintained cleanliness and orderliness of dining space, promoting guest comfort and satisfaction.
• Follow all relevant health department regulationsionsionsionsionsionsionsionsionsions.

• Call center: Private medical consulting firm dedicated to the aid of Veterans and their VA (Veterans Affairs) compensation claims.
• Serve as one of the primary contacts for the Veterans and his/her representative or liaison forcompensation claims.
• Serve as one of the primary contacts for the Veterans and his/her representative or liaison for compensation claims.
• Guided Veterans in completing forms for compensation claims.
• Evaluated and communicated status of claims for services to Veterans.
• Maintained the claims folder by analyzing claims, determining the appropriate disposition and control actions, developing evidence, and updating control actions.
• Drafted appeal documents for Veterans to support their claims.
• Able to explain benefit programs and entitlement criteria and when called upon expected to perform core duties aligned with the assigned team's mission.
• Independently perform reviews, receive, open, review and date stamp all incoming correspondence.
• Explain basic VA benefit programs and entitlement criteria.
• Record new and/or updated information in computerized database(s) necessary for maintaining, routing, and tracking correspondence.
• Maintain electronic logs/files in conjunction with the appealing process.

• Dedicated 25 to 30 hours each week to tutoring elementary children, fostering their academic growth and confidence in learning.
• Developed individualized lesson plans for diverse learning needs.
• Conducted engaging tutoring sessions to enhance subject understanding.
• Assisted students with homework and class assignments.

• Provided personalized care and support for children in various family settings.
• Developed engaging educational activities tailored to children's interests and needs.
• Ensured children's safety and well-being during indoor and outdoor activities.
• Oversaw overnight care for children, delivering safety and emotional support.