Microsoft OS
Jorge Martinez
Healthcare System And Workflow Expert
San Jose,California
Summary
Patient-focused coordinator with 13 years of healthcare systems experience and expertise in workflow evaluation. Bringing hands-on experience and analytical skills and history of successful electronic medical record software and healthcare protocol and standard implementation. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Patient Care Coordinator
Stanford Health Care, GI Oncology
Palo Alto, CA
03.2019 - 05.2020
- Established rapport and relationships with patients and external partners to cross-train and support medical staff.
- Reviewed each step of patient care and made proactive adjustments to avert issues.
- Supported patient care excellence via planning and interpretation of programs.
- Cross-trained to support other medical staff with emphasis on establishing patient rapport and developing relationships with external partners.
- Completed documentation of care, hospital actions and patient activities.
- Reviewed medical charts and served as liaison between patient, doctor and hospital.
- Maintained inventory of medical products for sufficient supply in office.
- Updated documentation and reports detailing patient activities, care actions and hospital determinations.
- Facilitated communication between hospital departments.
- Determined need for special assessment activities for complex cases, effectively handling care plans.
- Resolved problems with communication and billing to foster seamless services.
- Measured effectiveness with team and implemented recommendations for long-term improvements.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Monitored logistics for patient intake and implementation of proposed courses of treatment.
- Monitored ongoing care and proactively corrected problems.
- Supervised all levels of care for patients pursuing substance abuse treatment.
- Managed electronic requests for new medications and refills.
- Connected patients with available community and charitable resources.
- Maintained accurate and detailed inventories to keep sufficient supplies in pharmaceutical office.
- Educated patients by explaining preparation instructions for upcoming procedures and tests.
- Sent and handled electronic requests for new medications and medication refills.
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Worked with patients and families to develop future plans and discuss care actions.
- Acted as main point of contact for patients, doctors and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Built strong referral network by developing strategic relationships with general practitioners and internists.
- Delivered excellent patient experiences and direct care.
- Explained upcoming treatment preparation, instructions and other facts to patients.
- Liaised between hospital departments to facilitate effective communication.
- Resolved problems with areas such as communication and billing that could negatively impact services.
- Worked closely with patients to deliver excellent and direct individualized patient care.
- Developed strategic relationships with general practitioners and coworkers to build strong network.
- Met with patients and families to discuss care and plan of action for future.
- Evaluated effectiveness of current strategies with interdisciplinary team and utilized recommendations to make permanent improvements to care standards.
- Assisted in resolving facility discrepancies by participating in workflow review.
Healthcare Service Specialist II
Planned Parenthood Mar Monte
San Jose, CA
10.2014 - 03.2019
- Evaluated and adopted new technologies to address changing industry needs.
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Delivered in-depth NextGen training, imparting knowledge of best practices for protecting data and minimizing errors.
- Audited patient population and operational processes to mitigate risks.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Improved NextGen system by adding new features and infrastructure.
- Guided divestiture activities, drawing on deep understanding of various internal operational processes.
- Boosted information sharing by enhancing interfaces between computer systems.
- Reviewed performance benchmarks and established metrics for future tracking.
- Documented procedures and business processes and shared information with appropriate staff and management.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Collaborated closely with upper management to drive strategy through development and implementation of new processes.
- Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
- Resolved malfunctions with systems and programs through troubleshooting.
- Enhanced and reconstructed computer systems resulting in 65% increased efficiency for primary care end-users.
- Assessed workflow needs and problem areas to create focused solutions.
- Developed flowcharts and diagrams to describe and lay out workflow operational steps.
Healthcare Service Specialist
Planned Parenthood Mar Monte
Mountain View, CA
09.2007 - 10.2014
- Reviewed technical documentation to complete equipment maintenance and repair.
- Inspected equipment to diagnose operational issues.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Performed maintenance duties and safely handled chemicals and solutions.
- Developed detailed maintenance schedules for medical equipment to maximize equipment lifetimes.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Demonstrated increased knowledge of company products and equipment.
- Trained employees on ultrasound use and maintenance.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Adjusted original installation plan and reviewed installations for compliance with local codes and good operating practices.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Answered multi-line telephone calls promptly to avoid on-hold wait times and tracked by ticket system.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Delivered in-depth NextGen training, imparting knowledge of best practices for protecting data and minimizing errors.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Organized system infrastructure documentation and operating procedures, strengthening controls and enhancing overall performance.
- Improved NextGen by adding new features and infrastructure to better assess patient populations screening needs.
- Guided divestiture activities, drawing on deep understanding of various internal operational processes.
- Boosted information sharing by enhancing interfaces between computer systems.
- Reviewed performance benchmarks and established metrics for future tracking.
- Documented procedures and business processes and shared information with appropriate employees.
- Guarded against fraud and abuse by verifying coded data accurately reflected services provided.
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
- Applied charges and updated patient records by using NextGen.
- Verified signatures and checked medical charts for accuracy and completion.
- Initiated, performed and documented quarterly coding audits for physicians.
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Used NextGen to input information into computerized patient record system.
- Resourcefully used various coding books, procedure manuals and on-line encoders.
- Processed insurance company denials by auditing patient files, researching procedures and diagnostic codes to determine proper reimbursement.
- Interacted with physicians and other healthcare staff to ask questions regarding patient services.
- Utilized active listening, interpersonal and telephone etiquette skills when communicating with others.
- Reviewed, analyzed and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
- Reviewed patient charts to better understand health histories, diagnoses and treatments.
- Oversaw accounting, budgeting, and financial reporting.
- Produced detailed and relevant reports for use in making business decisions.
- Performed as primary liaison for clients, political stakeholders, providers and public policy associations, lobbyists and partner organizations.
- Created and implemented organizational policies and procedures.
- Developed and maintained electronic record management systems to analyze and process data.
- Assisted with regulatory issues such as compliance.
- Communicated with patients, ensuring that medical information was kept private.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Implemented best practice standards for WCC billing resulting in substantial reduction of accounts receivable delays.
- Spearheaded and implemented new projects to expand scope of engagement.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
- Reviewed and evaluated test results to suggest care and treatment options.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Recruited, hired and coached employees to offer high-quality, cost-effective care to all residents.
- Assessed wRVU, peRVU and mpRVU metrics and adjusted operational plans to uphold quality standards.
- Collaborated with clinic manager to maintain daily operations.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Devised and introduced initiatives and projects to maintain or improve existing facilities, allowing for maximization of capital component of Medicaid's per diem rate.
- Produced monthly financial reports like income statements, balance sheets and cash flow statements for presentation to board of directors.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Implemented procedures necessary for compounding, mixing, packaging and labeling.
- Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
- Collaborated with state and federal organizations to leverage asses to care for low income residents.
- Organized and facilitated with department heads; scheduled meetings weekly, discussing current census of Medicaid, Family Pact, SCFHP, CHDP applications.
Medical Service Representative
Planned Parenthood Golden Gate
San Mateo/San Francisco, CA
02.2007 - 09.2007
- Coordinated patient appointments and scheduling to promote optimal clinician productivity and patient satisfaction.
- Organized and updated charts with clinic notes, retrieved scans, obtained medical records and verbally confirmed appointments via telephone.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Connected patients to relevant community resources to enhance patient health and well-being, increasing patient satisfaction 65%.
- Interviewed patients to document case histories, verify insurance eligibility and obtain referrals.
- Reviewed referrals from walk-in patients and checked requirements to facilitate immediate processing.
- Collaborated with team members to deliver quality health care to patients.
- Contacted insurance companies to verify coverage, deductibles and payments.
- Implemented cross training of 12 new hires to provide coverage during absences.
- Reconciled expenses by maintaining ledgers and analyzing accounts receivable and payable using Amazing Charts.
- Handled data updates and support aspects to meet evolving standards.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Defined and documented technical support best practices for EHR technologies.
- Activated accounts for clients interested in new services.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Used ticketing systems to manage and process support actions and requests.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as Amazing Charts and MS Office suites.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Devised solutions to operations issues related to Amazing Chart, working closely via phone, email, live chat and web teleconference.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Performed tests of functionality, security and performance of different workstations and devices.
- Compiled and accurately entered data for each customer encounter to record in system.
Education
Master of Science - Physician Assistant
Samuel Merritt University
Oakland, CA 09.2020 - 12.2021
Bachelor of Science - Public Health
California State University - East Bay
Hayward, CA 09.2016 - 01.2018
Associate of Arts - Natural Science And Math
Mission College
Santa Clara, CA 09.2014 - 05.2016
Skills
Clinical process knowledge
Accomplishments
- Increased departmental transparency and opened up communication channels to improve team collaboration.
- Reduced patients complaints of timely access to care by 85%.
- Achieved increasing patient preventative screenings by introducing patient dashboard for preventative screening compliance.
- Developed improved tracking and assessment system to increase patient care standards.
- Increased quality of care by developing new tracking and assessment methods.
- Facilitated the introduction of the patient centered medical home.
- Eliminated unnecessary care bottlenecks to drive improvements to patient satisfaction and quality assurance initiatives.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Software
Linux OS
Apple OS
Android OS
Apple iOS
SQL
Network configuration and testing
Certification
Certified MA
Interests
Improving access to care and social economic status of Bay Area residents
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Everyone you will ever meet knows something you don’t.
Bill Nye, the Science Guy
Timeline
Google IT support professional certificate
01-2022
CPR/BLS/AED
12-2021
Master of Science - Physician Assistant
Samuel Merritt University
09.2020 - 12.2021
Patient Care Coordinator
Stanford Health Care, GI Oncology
03.2019 - 05.2020
Bachelor of Science - Public Health
California State University - East Bay
09.2016 - 01.2018
Healthcare Service Specialist II
Planned Parenthood Mar Monte
10.2014 - 03.2019
Associate of Arts - Natural Science And Math
Mission College
09.2014 - 05.2016
Healthcare Service Specialist
Planned Parenthood Mar Monte
09.2007 - 10.2014
Medical Service Representative
Planned Parenthood Golden Gate
02.2007 - 09.2007
Certified MA
11-2006
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