Cassandra Virtudazo
Camarillo,CA
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
9
9
years of professional experience
Work History
Management Support Specialist
Channel Islands Air National Guard Station
07.2024 - Current
- Provides military identification cards and Common Access Cards (CAC) issuance services using the Defense Enrollment Eligibility Reporting System (DEERS) and Real-Time Automated Personnel Identification System (RAPIDS) based on verification of customer eligibility at the 146th AW California ANG Base Channel Islands following all DoD and Air National Guard policies, directives, and regulations.
- Accounts for, controls, verifies, and issues military identification cards and CACs for Active-Duty military, National Guard and Reserve members, military retirees, family members/dependents, and other eligible recipients.
- Registers, processes, and maintains DEERS information as part of a Verifying Official's responsibilities.
- Performs all ID card and CAC issuance-related tasks, including reviewing, researching, verifying source documents, eligibility, and discussing entitlements.
- Ensures ID issuance through verification of the recipient’s eligibility.
- Fulfills operator-level maintenance on the RAPIDS System to maintain proper operation.
- Schedules appointments via telephone, manages the DMDC centralized ID card appointment scheduler, and updates the online calendar daily to reflect new appointments for requestors.
Advanced Medical Support Assistant
United States Department Of Veterans Affairs
11.2023 - 01.2024
- Promoted effective communication among medical staff by being a reliable liaison between physicians, nurses, and administrative personnel.
- Supported efficient office operations through proficient handling of administrative tasks such as filing, data entry, and record maintenance.
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
- Collaborated with interdisciplinary teams to optimize patient care and facilitate seamless department transitions.
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Worked collaboratively in an interdisciplinary coordinated care delivery model.
- Enhanced patient satisfaction by efficiently managing appointment schedules and providing timely reminders.
- Ensured that the clinic setup was closely monitored to effectively support the clinic's needs and make any necessary adjustments.
- Participated in team huddles and team meetings to manage and plan patient care.
- Set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
- Coordinated with provider teams to reinforce the plan of care and self-help solutions and enter appropriate information into the electronic record.
- Engaged in and independently follow up on team huddles by sharing information and collaborating with the medical team to ensure continuity of care.
Exceptional Family Member Program (EFMP) Manager
United States Air Force
04.2021 - 06.2023
- Directed EFMP program assignment at Luke Air Force Base to ensure relocation of families with special needs to areas with appropriate access to healthcare and education.
- Oversaw direct reports work in Tricare Operations, Patient Administration (TOPA), and Outpatient Records.
- Scheduled appointments, managed medical records, created and maintained special needs files, educated families, and coordinated special needs care with the Military Health Agency for 2.7K families.
- Transferred EFMP medical cases for Facility Determination Inquiries to 706 Department of Defense Military Medical Centers to ensure specialist treatment for incoming and outgoing families.
- Assisted the Special Needs Coordinator and Medical Reviewing Officer in gathering and submitting data to the Department of Defense on the number of special needs family members at base installation for medical clearance tracking purposes and writing Luke Air Force Base EFMP Air Force Instructions guidance due to program revisions and implementations.
- Guided key leadership employees through the EFMP process to resolve issues, which resulted in the Air Force optimizing its medical response to specialist care assistance for families with special needs and achieving 20% growth in monthly treatments and accommodated 739 high-risk patients for relocation medical clearances with no lapses in treatment.
- Maximized clinic efforts for Department of Defense electronic health record transfer despite a 30% staff deficit, resulting in zero delays for 4.3K beneficiaries; facilitated Genesis launch of Military Health System and new electronic record system.
- Assessed special needs families, measured organizational trends, concerns, and needs, identified gaps in available services, and reported on and provided recommendations for developing and implementing effective plans and tools to address issues.
- Conducted interviews and briefings to counsel families and individuals with a wide variety of special needs, some of whom have multiple needs, to establish the nature and extent of concerns and issues, receive and assimilate information, encourage enrollment, aid in developing goals and plans, and determine referral services or options.
- Established and maintained effective working relationships using tact and diplomacy in interactions with leadership, on-and off-base service agencies, state and local governments, and civic leaders to identify available services and gaps in services for families with special needs in a military environment, advocate for the families, and partner to achieve objectives.
Patient Administration Manager
United States Air Force
05.2019 - 04.2021
- Spearheaded reception areas and administrative processes at Flight Medicine and Family Health clinics, performed patient check-in and paperwork, scheduled appointments, and answered phones.
- Hired as substitute Health Benefits Advisor/ Beneficiary Counseling and Assistance Officer with two years of experience advising 15K patients: examined and resolved billing claims.
- Oversaw Air Force Records Information Management System; served as official Records Custodian; created, updated, and monitored digital and hard copy file plans.
- Led yearly audit of records and eradicated 2K inactive files, enhanced permanent change of station procedures for active-duty personnel, and reduced delays by 35%, earning praise from the Chief of Medical Staff.
- Enhanced benefits consultation; attended to walk-ins and phone calls from patients.
- Improved patients' access to care by 12% via entitlement validation and registration verification.
- Reclaimed 14 referrals, secured right of first refusal, and saved the Air Force $4.2K by filling in at the referral management center and supporting new virtual referral management procedure during the epidemic, reducing manpower shortage by 80%.
- Received the Air Force Commendation Medal for Meritorious Service from 1 May 2019 to 1 April 2021; served as Non-Commissioned Officer in Charge, Patient Travel, 1st Special Operations Medical Support Squadron, 1st Special Operations Wing, Hurlburt Field, Florida.
- Introduced a new virtual referral management procedure, executed 16K appointment authorizations, and issued 332 patient travel vouchers authorizing treatment at 239 specialized clinics, recouping $16M in reimbursement expenses and ensuring Team Hurlburt Field received the proper care.
- Strengthened the medical group's contingency response to COVID-19, scheduling testing and follow-up care for 2,500 employees and executing the vaccination Point of Dispensing, safely inoculating 4,800 patients, directly contributing to the DHA’s Ready and Resilient Team award.
Outpatient Records Manager
United States Air Force
04.2016 - 04.2019
- As a Defense Travel System Approving Official for the patient travel program, authorization of $3M travel for specialty treatment was secured and compensated.
- Organized patient travel program, arranged travel, administered reimbursements, and completed orders and vouchers to match DTS with Line of Accounting.
- Directed flow of time-sensitive files concerning casualty notifications, line-of-duty decisions, and aero-medical evacuation missions as liaison for the medical group.
- Developed and implemented patient travel and budget administration policies within the medical group to align with federal budgetary and economic means.
- Headed the Information program's Release, including maintaining digital and printed copies of patients' data, processing over 1.3K requests, and ensuring 100% HIPAA compliance.
- Created 249 outpatient record requests and migrated 13,000 records for medical group renovations, with no disruption to service for 15K beneficiaries; achieved in two days.
- Revamped outpatient records to comply with DHA directions and surpass Air Force regulations by 2 months; conducted records inventory inspection; evaluated 5.4K medical documents; mailed 150 misplaced records.
- Administered hospital reporting; reviewed admissions and discharges for 400 cases; screened 39 providers; validated effective treatment for 8K patients.
Education
Master of Public Health -
George Washington University
Washington, D.C.01.2026
Bachelor of Arts - Psychology
Widener University
Chester, Pennsylvania01.2014
Skills
- Healthcare Administration
- Patient Care & Advocacy
- Appointment Call Center Management
- Electronic Medical Record
- Policy Development
- Patient Travel Program
- Process Improvement
- Outpatient Records Management
- Regulatory Compliance
- Q Base
- My Vector
- Composite Health Care System (CHCS)
- Defense Travel System (DTS)
- TRANSCOM Regulating and Command and Control Evacuation System (TRA2ES)
- Military Health System (MHS) Genesis
- Healthcare Artifact and Image Management Solution (HAIMS)
- Air Force Records Information Management System (AFRIMS)
- Team Strategies and Tools to Enhance Performance and Patient Safety (Team STEPPS)
- Defense Enrollment Eligibility Reporting System (DEERS)
- Real-Time Automated Personnel Identification System (RAPIDS)
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Coaching and mentoring
- Teamwork and collaboration
- Computer skills
- Effective communication
- Attention to detail
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Management Support Specialist
Channel Islands Air National Guard Station
07.2024 - Current
Advanced Medical Support Assistant
United States Department Of Veterans Affairs
11.2023 - 01.2024
Exceptional Family Member Program (EFMP) Manager
United States Air Force
04.2021 - 06.2023
Patient Administration Manager
United States Air Force
05.2019 - 04.2021
Outpatient Records Manager
United States Air Force
04.2016 - 04.2019
Bachelor of Arts - Psychology
Widener University
Master of Public Health -
George Washington University
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