Patient Advocate

Senior Patient Advocate — Mercy Health Alliance

Boston, MA | January 2024 – Present

• Led a patient advocacy team of 5 representatives to manage and resolve over 650 patient care grievances, reducing average resolution times from 14 days to 4.5 days.
• Negotiated coverage appeals with 8 major insurance providers to secure $280,000 in approved medical treatments and services for underinsured patients.
• Deployed Salesforce Health Cloud to track care navigation milestones and optimize case workflows, which increased patient satisfaction ratings by 24% over a 12-month period.
• Formulated and delivered patient rights training workshops for 85 nursing and administrative staff, decreasing documented HIPAA compliance errors by 40%.

Patient Advocacy Coordinator — Beacon Medical Center

Worcester, MA | September 2020 – December 2023

• Coordinated care navigation and billing disputes for a hospital facility serving 12,000 patients annually, resolving 98% of cases within standard SLAs.
• Analyzed patient feedback databases using Microsoft Excel to identify patient scheduling bottlenecks, decreasing diagnostic clinic wait times by 18 minutes.
• Drafted patient-facing education pamphlets on Medicaid and Medicare eligibility guidelines, which reduced administrative inquiry volume by 35% in 6 months.
• Collaborated with clinical case managers and social workers to secure home healthcare resources for 140 post-discharge geriatric patients, lowering readmission rates by 15%.

Patient advocacy, Care coordination, Healthcare navigation, HIPAA compliance, Insurance appeals, Case management, Dispute resolution, Patient rights, Medical terminology, Epic Systems EHR, Salesforce Health Cloud, Zendesk Support, Microsoft Excel, Mediation

Community Health Access Initiative

Role: Lead Advocate

Tools: Salesforce Health Cloud, Epic Systems, Microsoft Teams

Designed a care tracking system for non-English speaking patients, assisting 450 families in navigating translation services and reducing intake delays by 35%.

Emergency Department Care Transition Project

Role: Patient Representative

Tools: Epic Systems EHR, Excel, SharePoint

Standardized follow-up workflows for discharged emergency room patients, increasing appointment adherence by 28% and ensuring continuity of care.

• Board Certified Patient Advocate (BCPA) (2022)
• Certified Case Manager (CCM) (2023)
• HIPAA Security and Privacy Certified (HSPC) (2021)

• Languages: English (Native), Spanish (Bilingual)
• Volunteer Work: Volunteer patient coordinator at Boston Free Clinic (2021–present)
• Availability: 2 weeks notice