Ana Cisneros
Stafford,Texas
Summary
Seeking a senior management position in healthcare. Experienced and knowledgeable professional aiming for continuous growth, both personally and professionally. Dedicated to building a long-term career in the HIM field, with a strong focus on key strengths including teamwork, communication, and unwavering passion for healthcare.
Overview
16
16
years of professional experience
Work History
Sr. Manager Personalized Local Support
2nd.MD
9655 Katy Fwy Suite 300
01.2017 - Current
- Sr. Manager Personalized Local Support June 2022 - Present
- Manager Personalized Local Support Oct. 2020 - June 2022
- Collaborated closely with the Customer Success team to address onboarding requirements and services for new clients.
- Worked collaboratively with cross-functional teams, including Customer Success, Operations, and Clinical Services, to ensure a seamless member experience.
- Collaborated closely with technology experts to enhance product functionality and performance.
- Developed and implemented strategies to optimize the efficiency and effectiveness of PLS processes.
- Monitored key performance indicators (KPIs) and operational metrics to assess performance and identify areas for improvement.
- Drove continuous improvement initiatives to enhance the quality and efficiency of local support services.Guided and trained supervisors to ensure team members met or
- Analyzed performance metrics to identify areas for improvement and implement necessary changes.
- Provided regular reports on team performance, including KPIs.
- Conducted bi-weekly 1:1s with staff members to address concerns and provide support.
- Attended weekly, bi-weekly, and/or monthly meetings to collaborate with other teams or provide reports, fostering cross-functional communication and alignment.
- Managed and reviewed all updates and documents before disseminating them to the team.
- Allocated and oversaw tasks, established productivity benchmarks, and addressed operational challenges as they arose.
- Owned UAT and trained staff on updates/enhancements in GABI.
- Acted as the first level of escalation for any request concerns or member complaints.
- Provided monthly reports to the team on areas of focus.
- Collaborated with the quality team to establish and implement quality metrics.
- Recruited, selected, oriented, trained, and developed employees to maintain staff excellence.
- Provided guidance, offered support, and administered corrective action as necessary to ensure job performance met expectations.
- Implemented and enforced systems, policies, and procedures.
- Oversaw quarterly STIPs and bonus frameworks.
- Led and assisted supervisors, offering guidance, training, and mentorship as needed.
- Maintained daily dashboard and queue management to ensure efficiency.
- Balanced researchers' assignments and monitored individual TAT, reassigning requests as needed.
- Provided coverage for shifts from 7-4 and 8-5 based on business needs, with availability extending beyond those hours as required
- Supervisor of Local Support | Feb. 2020 - Oct. 2020
- Established and expanded the department, overseeing the hiring process as the department grew.
- Developed training materials and conducted training sessions for new employees.
- Conducted weekly one-on-one meetings with team members to provide guidance and support.
- Created processes and procedures from scratch, focusing on efficiency and workflow improvements.
- Implemented new workflow processes and coached the team to ensure adherence.
- Formulated policies and procedures to guide the team's operations effectively.
- Collaborated with the tech team to transition from spreadsheets to an Admin system tailored for our department.
- Strategized and implemented efficiencies to build a successful new team from the ground up.
- Local Support June 2019 - Feb. 2020
- GABI platform, MDInsider, Vitals, HealthGrades, ZoCDoc, Doximity
- Request for Members regarding local provider recommendations
- Research of local providers through various platforms
- Research/confirm insurance network coverage, geographical preference, gender preference, language preference, and availability
- VIP, Urgent, and VETTING MD's
- Assisting with scheduling and records as needed/requested
- Additional duties as assigned.
- Launched new products and services with thorough market research, leading to increased revenue growth.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
Health Information Specialist
2nd.MD
Houston
01.2017 - 06.2019
- Record Retrieval
- Record Indexing and Editing
- Facilitating Communication with Facilities for Prompt Record Processing
- Coordinating with the Clinical Team for Member Consultation Preparation
- Timely Upload of Imaging and Other Records
- Ensuring Turnaround Time of 3 Days or Less
- Assisting with the Local recommendations department.
- Increased departmental accuracy rates through regular quality assurance checks on coded diagnoses and procedures.
- Supported clinical research projects with accurate data collection, analysis, and reporting, contributing to advancements in healthcare practices.
- Established efficient workflows for medical record requests, reducing processing time without compromising on quality or accuracy.
- Sorted, scanned, and indexed documents, developed workflows, and processed workflow reports to keep clinical records maintained by guidelines.
- Assisted in the transition to a new electronic health record system, resulting in improved data management and accessibility for healthcare providers.
- Developed strong relationships with healthcare providers, fostering effective communication channels to address any concerns related to patient data management or documentation practices.
- Organized and detail-oriented with a strong work ethic.
Data Integrity Specialist
Houston Methodist Hospital
Houston
01.2013 - 01.2017
- Auditing and correction of charts in Epic and MPF
- Ran reports for auditing purposes
- Merging of duplicate Medical Record Numbers
- Host WebEx education to guide users on chart corrections
- Held Quarterly meetings with Certified Epic Staff to discuss updates and progress in Data Integrity Dept
- Provide continuous Epic updates to team
- Staff training on audit process and other needs
- Assist with Radiation Oncology, Surgical Oncology, and Medical Oncology reviews
- Chart prepping and indexing of records
- Support nurses and physicians on auditing process findings and next steps.
- Identified key performance metrics for ongoing monitoring of data integrity efforts and continuous improvement opportunities.
- Completed quality reviews for designs, codes, test plans and documentation methods.
- Conducted regular audits of datasets, identifying discrepancies and ensuring prompt resolution.
- Improved operational efficiency by collaborating closely with IT teams to enhance existing infrastructure supporting the organization''s databases.
- Created custom reports for management, facilitating informed decision-making based on accurate information.
- Streamlined data entry procedures for improved consistency and reduced human error.
- Developed comprehensive training materials, leading to increased staff proficiency in data management best practices.
- Tested software applications and systems to identify enhancement opportunities.
- Established proactive monitoring systems to detect potential data integrity issues before they escalated.
- Developed and modified programs to meet customer requirements.
- Supported regulatory compliance efforts with meticulous documentation and adherence to industry standards.
- Developed and executed data cleanup measures.
- Evaluated large datasets for quality and accuracy.
- Identified issues, analyzed information and provided solutions to problems.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Applied effective time management techniques to meet tight deadlines.
- Created custom reports for management, facilitating informed decision-making based on accurate information.
Administrative Assistant
Sugarland Methodist Hospital
Sugar Land Texas
01.2013 - 01.2016
- Assisted the Department Director and Management Team with special projects and meetings
- Held quarterly new employee meetings and monthly management meetings
- Worked on weekly and monthly Press Ganey reports for department
- Part of monthly Policies and Procedures Committee
- Organized new employee luncheons on a quarterly basis
- Provide front desk assistance as needed and training
- Data entry of patient information, verifying records, and assisted with answering calls
- Proficient in RIS system, HPF, PHS, Athena, HIS, patient tracking, and activefax.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
- Executed record filing system to improve document organization and management.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Assisted development and implementation of new administrative procedures.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
Patient Access Specialist
Texas Children's Hospital
Houston
01.2008 - 01.2013
- Master Scheduler at TCPA clinic and Super User
- Manage 5 different physician schedules/templates in Epic system
- Monthly meetings with physicians to update templates/schedule
- Cover check-in and check-out as needed, and record processing
- Katy Campus Ambulatory Service Rep
- II / Super User
- Checked patients in, schedule patients, and entered records in Epic
- Daily verification of insurance, obtaining co-pays and out-of-pocket costs
- ICD Coding for proper billing purposes
- Updated staff on changes within the department and system updates.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Providing excellent customer service by promptly answering patient inquiries.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Educated patients on importance of preventive health care and insurance coverage.
- Contacted patients on annual renewal dates to offer assistance.
- Greeted and assisted patients with check-in procedures.
- Engaged with patients to provide critical information.
- Rooted out potential discrepancies in insurance claims submissions proactively preventing denials or delays in payments.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Responded to inquiries by directing calls to appropriate personnel.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Partnered with billing teams identifying areas of improvement within the department reducing total outstanding balances.
- Addressed bad debts in line with set protocols.
- Contacted insurance companies for patient medical billing operations.
- Supported the implementation of new processes or technologies for improved workflow efficiency in the department.
- Organized patient records and database to facilitate information storage and retrieval.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Prepared patient identification band and completed admissions papers.
- Verified patient insurance eligibility and entered patient information into system.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Education
Bachelor of Science - HIM Department
Southern New Hampshire University
Hooksett, NH01.2026
Associate of Applied Science in HIM - Health Information Management and Cancer Tumor Registry
SAN JACINTO COLLEGE
HOUSTON, TX01.2015
Skills
- Microsoft Word
- Microsoft Excel
- PowerPoint
- AMBRA
- ADMIN/GABI
- Epic System
- HIS
- PHF
- HPF
- Athena
- MPF McKesson
- Vista Plus System
- Cerner Program
- RIS System
- Search America
- ICD-10 Coding
- Bilingual in Spanish and English
Volunteer Experience
- 2011 - Present, Crossbridge Church, Sugarland, TX, Assisted with kids ministries, activities, crafts, and special events, Part of Host Service Team - greet visitors, members and help with other duties, Provide support for yearly Poverty Mission Week preparations, Support and volunteer Living Water mission trip
- 2011 - 2016, Cummings Elementary School/Mata Intermediate, Houston, TX, Assisted in Special Events, Volunteered in Special Education Class
Hobbies and Interests
- Volunteer work
- Traveling
- Reading
References
Available upon request
Languages
Spanish
Full Professional
Timeline
Sr. Manager Personalized Local Support
2nd.MD
01.2017 - Current
Health Information Specialist
2nd.MD
01.2017 - 06.2019
Data Integrity Specialist
Houston Methodist Hospital
01.2013 - 01.2017
Administrative Assistant
Sugarland Methodist Hospital
01.2013 - 01.2016
Patient Access Specialist
Texas Children's Hospital
01.2008 - 01.2013
Bachelor of Science - HIM Department
Southern New Hampshire University
Associate of Applied Science in HIM - Health Information Management and Cancer Tumor Registry
SAN JACINTO COLLEGE