Karla Figueroa

Conducted outreach, care coordination, and home visits to support patients and families.
• Assessed Social Determinants of Health (SDOH) and developed individualized care plans.
• Collected health data, conducted screenings, and supported disease management and health coaching.
• Assisted patients in navigating healthcare systems, appointments, and community resources.
• Provided informal counseling, motivational interviewing, and harm reduction strategies.
• Collaborated daily with care teams and external partners to ensure quality, patient-centered care.
• Advocated for clients with insurance companies and government agencies; created and distributed resource materials.
• Certified in Mental Health First Aid (2024); experienced in transitions of care and high-utilizer intervention.

• Health navigator for new implemented pilot program called BHICCI for IEHP members.
• Member outreach and served as a liaison between patients and their primary care and behavioral health providers, and all available resources in the community.
• Worked closely with the care team, established measurable health goals, and coordinated care to ensure goals were met.
• Worked collaboratively on a daily basis with the patients' care team, as well as internal and external providers, to ensure quality care.
• Assisted patient with scheduling medical appointments, transportation and connecting to local community resources.
• Completed tasks effectively and in a timely manner.
• Assisted and coordinated a pilot program (MAT program).
• Worked closely with CHW and accompanied to home visits.
• facilitated a weekly Behavioral Health group for high risk patients with a mental health diagnosis and provided a fun and safe environment that assisted with networking with structured activities.
• Educated patients and served as a strong advocate with internal and external resources.

• Warmly greeted and registered patients upon arrival, creating a welcoming and efficient front desk experience.
  Managed patient check-in and check-out processes using the EPIC electronic health record system.
  Verified insurance eligibility and collected co-payments, ensuring accurate billing and financial documentation.
  Scheduled and coordinated follow-up appointments based on provider instructions and patient availability.
  Handled a multi-line phone system: answered, screened, and directed calls; responded to voicemails and emails professionally and promptly.
  Performed general administrative tasks, including photocopying, faxing, filing, and maintaining digital records.
  Monitored office supply inventory and placed orders as needed to support daily clinic operations.
  Prepared and organized patient documentation and forms to support clinical staff, and ensure seamless patient care.

• Answering and screening a high volume of calls.
• Interviewing clients and determined their needs and type of appointment needed.
• Collecting contact information or updating records.
• Verifying insurance information and determining eligibility at time of call.
• Informed clients of different providers and determining what provided best suited their needs.
• Explained office policies and procedures.
• Served and liaison between patients and back office staff.

• Responsible for greeting a high volume of patients upon arrival.
• Check in and check out with proper instructions to patients follow up care.
• Insurance verification and accept copayments if needed.
• Schedule follow up appointments as needs.
• Responsible for all clerical duties including answering, screening and forwarding phone calls.
• Developed and maintained a new and comprehensive filing system, receiving payments, photocopying, faxing and responding to emails.
• Monitor and order office supplies as needed.
• Responsible for creating, coordinating and following up with referrals as needed.
• Responsible for workers compensation claims and served as liaison between patients and insurance adjusters.