Desiree Fernandez

Knowledge & Information Architecture

Develop and maintain documentation standards that ensure sensitive behavioral health information is accurate, current, and easily discoverable.

Translate complex operational requirements into structured knowledge assets, including governance rules, templates, and documented workflows.

Create executive-ready reports that synthesize caseload data, compliance updates, and strategic priorities.

Data-Informed Decision Support

Perform ongoing analysis of caseload data and operational metrics to identify trends, bottlenecks, and opportunities for improvement.

Deliver insights that inform leadership decisions, resource allocation, and program-level adjustments.

Build clear, digestible dashboards and presentations that convert complex data into actionable guidance.

Cross-Functional Alignment & Workflow Optimization

Coordinate communication and information flow across clinical, operations, administrative, and community partners.

Standardize processes for scheduling, planning, reporting, and project tracking across multiple concurrent initiatives.

Improve workflow clarity by documenting processes, mapping dependencies, and enabling teams to work more efficiently and consistently.

Executive Communication & Stakeholder Enablement

Produce professional, high-impact PowerPoint decks, decision briefs, and updates for internal and external stakeholders.

Ensure leadership has accurate, timely information supported by structured documentation and clearly defined operational logic.

Anticipate information needs and proactively prepare materials that reduce ambiguity and support organizational readiness.

• Served on the Executive Steering Committee to respond to legislative demand for comprehensive system upgrade.
• Facilitated technology upgrades, SaaS transitions, and systems modernization.
• Agency CIO, attend all State of Washington CIO Meetings to report to the agency new initiatives or directives.

• Built and maintained strong relationships with physicians and clinics.
• Supported contracting workflows in partnership with legal, compliance, and operations.
• Gathered data, conducted analysis, and prepared communication materials for cross-functional teams.
• Increased receivables by 30%.

Logged into client systems remotely to configure and customize enterprise software based on specific business requirements.

Partnered with customers to gather functional needs and translate them into tailored system settings, workflows, and user configurations.

Executed hands-on testing of customizations to ensure alignment with business processes and operational requirements.

Troubleshot system issues, validated fixes, and escalated technical defects when necessary.

Provided user support and guided clients through new features, updates, and process changes.

Ensured accuracy, quality, and completeness of all custom configurations prior to user acceptance.

Even in the late 1990s, this experience gave me exposure to:

Requirements analysis

User acceptance validation

Process mapping

System testing

Client training and support

Cross-functional problem solving

It remains one of the building blocks of my modern approach to KM, change readiness, and operational excellence.