Carmen Alarcn

70 W. Boulevard Gardens St
Salt Lake City, UT 84115
Cell: 323 482-4336
Email: crmnalarcon@gmail.com
Objective
Seeking Administrative Managerial position in a Healthcare Organization in which I can further develop
my skills.

Key Skills
Bilingual Spanish Translations Energetic, Multi-tasking

Interpersonal and Public Relations Customer Service

Data Entry Personnel Supervision
Medical Record Quality Personnel Management
Project Organization Health Insurance Expert
Communication Skills Computer Literate
Type: 60 wpm

Technical Skills
Proficient in Microsoft Office Outlook
Publisher Anaplan-Budget Planning
Logician Medical Manager
Centricity ELCM
LA County Reporting systems CASEWATCH
AIDS Drug Assistance Program Passport Health
DaVita reporting systems Relay Health
American Kidney Fund California State Medi-Cal Website
RNG systems EPIC

Education
East Los Angeles College
June 2013-2014
GPA: 3.25 General Courses Monterey Park, CA

Los Angeles Community College

June 2006-2007
GPA: 3.25 General Courses Los Angeles, CA

East Los Angeles College

June 2000-2001
GPA: 3.25 General Courses Monterey Park, CA

James A. Garfield High School

June 1994 High School Diploma
GPA: 3.25 Los Angeles, CA
Experience

University of Utah Hospital and Clinics

September 2015 June 2016 Referral Specialist Salt Lake City, UT

Responsibilities include:
Answer inbound calls and refer callers to a specific University physician or clinic based on the
callers stated medical issue(s).
Log inbound calls and prepare quarterly reports that summarize referrals to specific physicians and
clinics.
 Provide Spanish translation as needed with patient, doctor or other professionals.
Notify the patients physician (either internal to the University or external) that their patient was
admitted to the University Hospital and provide or help gain access to pertinent medical
information.
Work to identify and notify patient physicians when little information is provided about the
specific physician.
Maintain and update several databases with accurate physician contact and demographic
information, such as specialty areas, credentials, gender and language(s) spoken in order to
expedite referral services.
Assist other departments with collecting and entering doctor satisfaction surveys.
Problem solve patient needs to direct them to the appropriate resources when the patient cannot
adequately describe their medical issue(s). Responsible for diligently maintaining and updating
databases to ensure the integrity of referral information.
Manage a referral database and perform outbound calls to patients, providers and other
professionals.
Assisting the Moran Eye Center Referral team and providers with scheduling patient appointments
from out of state and coordinating procedures with administrative staff.
Responsible for creating and maintaining One Note resources for the Moran Eye Center Referral
Team.
Responsible for creating referral shells, completing and faxing pertinent office visit notes to
referring providers, professionals and insurance entities.

University of Utah Hospital and Clinics

September 2015 June 2016 Customer Adv Spec II Salt Lake City, UT

Responsibilities include:
Call center position servicing patient scheduling needs.
At this position I provide excellent customer-focused service by handling inbound and outbound
telephone calls supporting primary care patient scheduling, provider messaging, and general
operator services functions. At this position I maximize efficiency by facilitating and ensuring the
accuracy of the information flow between medical staff, hospital staff and various departments.
As a level two specialist, I have assisted in new hire mentoring and onboarding, and the general
mentoring of Customer Advocate Specialist I team members. In addition I am responsible for
handling tier II level calls that will include family medicine and specialty services scheduling and
messaging, which requires ongoing participation in training and development sessions.
Maintained 100% punctuality with a quality average score of 80% in the last 9 months.
Organize and implement team activities while promoting teammate morale within the department.

DaVita Dialysis/Healthcare Partners- East LA Plaza

April 2014 June 2015 Assistant Facility Administrator Los Angeles, CA

Responsibilities include:
Patient Care Management: Supervision of nursing and technical services for patient treatment to
ensure that appropriate adjustments to treatment plans were developed and implemented an met
compliance with state and federal governing agencies. Managed personnel and scheduling needs
with patient load 200. Maintained open communication with physicians, nurse practitioners and
other healthcare professionals regarding patient care.
Financial Management: formulated budget and monitored financial results, variance reporting and
action plans to meet established budget objectives. Supervised inventory management including
purchasing, product selection, supply usage, and reporting.
Facility/Equipment Management: Ensured all equipment and supplies were maintained to provide
quality care and to ensure the safety of patients and teammates. Participated in the development
and periodic revision of policies and procedures with the Regional Operations Director/Medical
Director to assure consistent, efficient and safe operation of the facility/program.
Risk Management/Quality Assurance Compliance: Lead quality assurance meetings and all
applicable in-services. Ensured compliance with the State or Federal Regulations of the Injury
Prevention and Safety Training Program. Ensured compliance with Davita policies and procedure
in accordance with HIPAA, CMS, OSHA, or other governing agencies.
 Teammate Management: Created, maintained, and communicated efficient and timely employee
schedules according to the needs of the facility. Addressed teammate relation issues appropriately
and escalate as necessary. Facilitated teammate development (PDRs, coaching, mentoring, Davita
training, outside training); collaborate with direct reports to create professional development goals.
Reviewed and approved time cards, PTO and tracked overtime and attendance.

DaVita Dialysis/Healthcare Partners- Pioneer Region 5

January 2012 April 2014 Insurance Counselor Los Angeles, CA

Responsibilities include:
Patient interaction and Commercial Retention
Act as a liaison between patients, facility teammates, billing office and the corporate office to
resolve patient insurance issues/concerns.
Establish and build relationships with clinic and regional resources (DVP, ROD, FA) to emphasize
and integrate Insurance Management priorities.
Responsible for training Facility Administrators, Social Workers and Administrative Assistants on
basic insurance concepts.
Assist patients in retaining or obtaining insurance coverage through Healthcare Reform or
State/Federal programs.
Attend Core Team meetings with the field (SWAG) and develop presentations on patient retention
and insurance coverage as needed.
Advocate on behalf of the patient in researching and resolving financial issues and insurance
options with employer, insurance company or other entities.
Travel up to 90%.
Appointed RNG Subject Matter Expert, responsible for training the field on RNG systems and
developing BDPs.

DaVita Dialysis- Wild West Regions 1,3 and 6; Pioneer Region 5

January 2010 - 2012 Guest Service Specialist Los Angeles, CA
Ventura, CA
Central Coast, CA

Responsibilities include:
Patient interaction and Commercial Retention
Act as a liaison between patients, facility teammates, billing office and the corporate office to
resolve patient insurance issues/concerns.
Establish and build relationships with clinic and regional resources (DVP, ROD, FA) to emphasize
and integrate Insurance Management priorities.
Assist patients in retaining or obtaining insurance coverage.
Attend meetings and develop presentations on patient retention and insurance coverage as needed.
Advocate on behalf of the patient in researching and resolving financial issues and insurance
options with employer, insurance company or other entities.
Travel up to 90%.

AIDS Healthcare Foundation- Hollywood and Downtown Healthcare Centers

September 2004 January 2010 Office Administrator Los Angeles, CA

Responsibilities include:
Budget Management
Work in conjunction with the Billing department to review and approve claims.
Create and monitor physician templates to increase patient productivity.
Train and supervise a minimum of 4 Front Office Clerks and 3 Benefits Counselors.
Building and maintaining patient/hospital relations.
Assist the Director of HCC Operations in preparing for State and County audits and or site visits.
Advanced IT assistance to teammates in the Healthcare Centers.
Oversee the eligibility screening for County Ryan White patients.
 Maintaining Healthcare Center census current by inactivating/archiving medical records as
necessary.
Attended operational meetings: Quality Management, Office Administrators, Benefits
Counselors, HCC Leadership, HCC Staff and Interdisciplinary.
Collaborate with other non profit health organizations to develop services to better serve our
patient needs.

September 2004- February 2005 Office Administrator Valley Healthcare Center

Responsibilities included:
Interim Office Administrator with the opportunity to supervise three teammates and work directly
with Physicians, Nursing staff and a Pharmacy Retail store.
Coordinated the internal remodeling of the Healthcare Center. Reviewed necessary repairs and
approved within budget restrictions.
Ensured compliance with AHF policies and procedures in accordance with state and federal
regulations for patient care and services (HIPAA, CMS, OSHA, or other governing agencies).

September 2002- September 2004 Office Administrator/Retention Coordinator Various HCCs

Responsibilities included:
Assisted the Chief of Operations in the set-up of three new Healthcare Centers in the cities of El
Monte, Redondo Beach and the West Adams District.
Assisted with multiple functions as Front Office clerk, Benefits Counselor and Office
Administrator.
Assisted in the training of new staff and the set-up for the Baja California, Tijuana Healthcare
Center.
Traveled to other Healthcare Centers and provided Office Administrator coverage or Benefits
Counselor coverage as needed.
Provided Customer Service training for the Front Office staff and Benefits Counselors.
Super User for Centricity, ability to train other staff in the appointment scheduling module.
Provided ARIES training for all staff in the Healthcare Centers

July 31, 2000 Retention Coordinator Administrative Offices

Responsibilities included:
Co-Chair for the Client Advisory Committee Meeting.
Compiled, distributed and presented statistical data for the Medical Staff Meeting.
Preparing and distributing the Annual Client Satisfaction Survey.
Performed mass mailings to patients.
Handled all incoming lines from the AHF hotline.
Assisted the data analyst with the creation of various database modules.
Enrollment worker on behalf of the State of California Drug Assistance Program.

Bienestar Human Services

March 1999 July 2000 Case Manager East Los Angeles, CA

Responsibilities included:
Liaison between the Healthcare sector and the client. Maintained a case load of 100 clients.
Performed assessment intakes on all clients to determine eligibility to various social service
benefits and county Ryan White programs.
Assisted the client in enrolling into county Ryan White funded programs.
Assisted the client with transportation needs by utilizing bus pass stickers, taxi and other available
transportation services.
Assisted clients with Medi-Cal, Social Security and other state funded program applications to
meet requirements and eligibility.
Assisted the Food Bank Department in conducting financial eligibility screenings on clients to
determine eligibility of services.
 Conducted outreach presentations to recruit newly diagnosed clients into medical care.
Organized yearly client appreciation events.
Provided administrative support to management for the purpose of developing interdepartmental
budget modifications.
Certified HIV testing counselor; providing pre and post test counseling.
Certified in Domestic Violence, Crystal Meth and HIV courses offered by Office of AIDS
Program Policies.
Conducted Crisis Intervention counseling to clients and their families.
Arranged Case Conferencing meetings between other case managers and a psychosocial therapist.

References
Professional

Jessica Aguilar
Clinical Call Center Supervisor
U of U Healthcare Clinics | South Jordan, UT
Phone number: 801.213.4674
Email: jessica.aguilar@hsc.utah.edu

Victor G. Carabello, MD
Medical Director
Davita Healthcare Partners Inc. | Los Angeles, CA
Phone number: 323 474-8444
Email: vgcmd@aol.com

Kapil Vashistha, MBA

Regional Operations Director
Davita Healthcare Partners Inc. | Los Angeles, CA
Phone number: 310 486-0048
Email: kapil.vashistha@davita.com

Seema Mathur, MBA, RD

Group Facility Administrator
Davita Healthcare Partners Inc. | Los Angeles, CA
Phone number: 562 756-0524
Email: seema.mathur@davita.com

Character/Personal

Diane Alarcon
Executive Administrative Assistant
East LA Womens Center | Los Angeles, CA
Phone number: 323 702-0246

Raul Lopez
Biomedical Service Specialist II
Davita Healthcare Partners Inc. | Los Angeles, CA
Phone number: 323 313-6908
Email: raul.lopez@davita.com
Mariela Vides
CEO
R&P Janitorial Services | Los Angeles, CA
Phone number: 213 760-2468
Email: Marielavides1@gmail.com

Jennifer Bamish
Real Estate Appraiser
Real Estate Network | Whittier, CA
Phone number: 562 331-2221
Email: jenniferbamish@aol.com