Cynthia Hernandez
Fontana,CA
Summary
Seasoned healthcare manager with a proven track record at Kaiser Permanente, enhancing patient access and care quality through innovative process implementations and workflow optimizations. Expert in ambulatory and acute patient care, demonstrating leadership in policy development and staff training.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Manager Ambulatory
Manager Ambulatory Care RN: Allergy/Derm/MOHS
Fontana, CA
01.2016 - Current
- Currently oversees the departments of Allergy, Dermatology, and MOHs, which consist of 5 allergists, 9 dermatologists, 2 advanced practice providers, 2 MOHS surgeons, and approximately 40 back office staff.
- The UBT team is currently a Level 4 and has successfully completed all required goals for 2024. Affordability results showed a non-payroll savings of $87,823 (October year-to-date), and a reduction of $19,317 in premium overtime hours (October year-to-date).
- Supported the Medicare 5-star initiatives with the development of a biopsy results flyer, in collaboration with the Care Experience Team and Patient Advisory Committee. The final draft was developed and distributed for use in dermatology.
- New Direct Booking workflow initiated in December 2024. Dermatology has shown improvement in direct booking rates, with 2023 at 1%, 2024 ending at 9%, and January 2025 at 17%.
- Developed a new process for directly booking patients flagging for high blood pressure. Patients are now directly booked from dermatology, and currently, we have the highest booking rate of all subspecialties.
- Served in the role of Regional Dermatology Coordinating DA for Southern California and Hawaii for 7 years.
- Participated in planning for the Regional Dermatology Annual Symposium and Business Meeting, including coordination with the Cosmetics team, MOHS services, and Pediatric Dermatology Services.
- Participated in the following regional initiatives: 1X Referral, KP.ORG booking for dermatology, Regional APP Accutane E-visit Pilot, and Procedural Safety Workflows.
- Partners with the region to develop yearly composite goals for dermatology.
- Initiated the successful implementation of KP.ORG booking for allergy immunotherapy.
- Monthly coordination continues with regional DAs to help manage access and affordability for all areas.
- Successfully completed the conversion of over 600 immunotherapy patients to a regional mixing order.
- Direct booking rates have consistently met targets for allergy, with a January 2025 direct booking rate of 56%.
- Oversees the allergy injection clinics of High Desert, Redlands, and Ontario MOBs. This includes the training of allergy staff, and ensuring that in-services and policy updates are communicated.
- Successfully initiated a new messaging pool to assist VMC with the volume of messages they were receiving from outside contracted patients. This has helped APC providers by having a message pool to send these questions to, and it has also been a patient satisfier, as they are able to get answers quickly and with minimal delays.
- Currently participating in the KP.ORG online booking initiative with both Allergy and Dermatology, and has most recently become part of the Dermatology Content Expert Review Panel at the regional offices. KP.ORG booking for dermatology went live in November 2024, and SBC scored the highest in usage for all of the region.
- Actively seeks methods to enhance patient access to appointments. This involves efforts to recruit advanced practice providers, and the oversight of scheduling templates and waitlists. Collaboration with the access team is essential to track progress and convey requirements to the providers.
Assistant Department Administrator-Pediatric Clinic
Kaiser Permanente
Fontana, CA
12.2009 - 01.2016
- Managed the delivery of nursing services and ambulatory patient care for a pediatric department consisting of 80 employees and 76 physicians. This included pediatric subspecialties, and pediatric urgent care.
- Collaborated with the Department Administrator, leadership team, and Department Chief to monitor department operations, ensuring that patient needs are met.
- Conducted monthly attendance audits in collaboration with Union, leading to a reduction in last-minute sick calls.
- Ensured high-quality patient care and customer service by reviewing ASQ scores with staff.
- Served as Pediatric UBT Co-Lead to improve patient satisfaction scores.
- Participated in departmental staff and safety rounds.
- Facilitated process implementation to enhance workflow efficiency.
- Assisted with developing, planning, and decision-making to improve clinical strategic goals regarding well child exams (meeting goal at 92%), childhood immunizations combo 3 (meeting goal at 89%), adolescent immunizations (meeting goal at 90%), and the use of appropriate medications for people with asthma (meeting goal at 96%).
- Collaborated with the Call Center to improve patient access.
- Monitored template and booking errors to maintain compliance with booking standards.
- Conducted chart audits to ensure adherence to department policies.
- Developed and monitored department policies and procedures.
- Provided coaching and counseling to drive continuous improvement.
- Functioned as a patient advocate by resolving member complaints and patient care issues.
- Recognized employees and physicians through rewards and appreciation events.
- Developed a trusting and approachable rapport with the administrative team, physicians, and staff.
- Helped implement the Nurse Advice Center for Fontana Pediatrics, including establishing training and monitoring/evaluating methods to improve.
- Participated in the Baby-Friendly initiative for both inpatient OB and outpatient pediatrics, including staff training and development.
- Ensured that staff are providing care in compliance with the Nurse Practice Act, JCAHO, and state and federal requirements.
- Engaged in numerous JCAHO surveys across inpatient Maternal-Child Health.
- Monitored departmental budget and created strategies to align costs with operational goals.
Assistant Department Administrator-Family Centered Care
Kaiser Permanente
Fontana, CA
01.2005 - 01.2010
- Highly skilled nurse manager who led over 80 employees with the focus of evening and night supervision with added responsibility of module and house coverage
- Supervised day-to-day clinical operations including practice standards, staffing, payroll, budgets, and quality improvement
- Proactively rounded on patients and families to ensure a positive childbirth experience
- Supervised the daily operations including human resources management, department and employee safety programs, and risk management
- Implemented and monitored orientation, cross-training and education/competency systems for clinical staff
- Worked well with health care providers outside of the unit to achieve optimal patient care across the continuum
- Participated in the Baby Friendly Initiative by assisting in educating staff and scheduling training
- Initiated the use of the Acknowledge of Formula Use form at Kaiser Fontana to assist in the education of patients and providing informed consent with the use of supplementation
- Monitored State Birth Certificate Program
- Fontana Medical Center Newborn Hearing Screening Coordinator for Southern California State Regional Program
- Managed all weekly and monthly State reports ensuring 100% compliance
- Collaborated with Fontana Pediatric group and Outpatient Audiology to maintain compliance with State standards
- Promoted continuation of care for all newborns by ensuring; access to Newborn appointments in Pediatric Clinic and compliance with immunization program
- Computer skilled in Health Connect, Word, Excel and FAST
- Used computerized charting for inpatients; order entry, nursing orders, nursing progress notes, and trending records
Relief Charge/Registered Nurse FCC
Kaiser Permanente
Fontana, CA
01.2001 - 01.2005
- Provided nursing care to antepartum, postpartum, gynecological and newborn patients
- Skills include fetal heart monitoring, lactation, Algo Natus newborn hearing screens, and phlebotomy
- Preceptor for new staff to hospital policies, procedures, and correct charting methods
- Functioned as Relief Charge Nurse with duties including lactation rounds and coordinating with Labor and Delivery for patient transfers
Education
Lactation Educator Counselor -
University of California
San Diego, CA01.2008
Labor and Delivery Didactics Training -
Kaiser Hospital
Fontana, CA01.2006
AAP Neonatal Resuscitation Provider Instructor -
Kaiser Hospital
Fontana, CA01.2005
Bachelor of Science - Nursing
California State University
San Bernardino, CA06.2001
Charge Nurse Training Program -
Kaiser Hospital
Fontana, CASkills
- Acute patient care
- Ambulatory patient care
- Policy development
- Training and Staff development
- Supervision
- Quality assurance
- Customer service
- Regulatory compliance
- Operations management
- Budget management
- Workflow optimization
- Process implementation
Certification
- Basic Life Support (BLS) Certification
- Registered Nurse in the State of California, 590890, 03/01/02
References
References available upon request.
Timeline
Manager Ambulatory
Manager Ambulatory Care RN: Allergy/Derm/MOHS
01.2016 - Current
Assistant Department Administrator-Pediatric Clinic
Kaiser Permanente
12.2009 - 01.2016
Assistant Department Administrator-Family Centered Care
Kaiser Permanente
01.2005 - 01.2010
Relief Charge/Registered Nurse FCC
Kaiser Permanente
01.2001 - 01.2005
Lactation Educator Counselor -
University of California
Labor and Delivery Didactics Training -
Kaiser Hospital
AAP Neonatal Resuscitation Provider Instructor -
Kaiser Hospital
Bachelor of Science - Nursing
California State University
Charge Nurse Training Program -
Kaiser Hospital