RAIZA I. CARTAGENA
Rocky Hill,CT
Summary
Results-driven healthcare operations and practice management leader with 17+ years of combined clinical and administrative experience across multi-site medical organizations. Proven success optimizing workflows, improving operational performance, leading high-performing teams, and driving data-informed decision-making in high-volume practices. MBA-trained with a focus on management and organizational strategy, seeking continued leadership growth in healthcare operations.
Overview
10
10
years of professional experience
Work History
Practice Manager
ProHealth Physicians (Optum)
Wethersfield, Connecticut
03.2023 - Current
- Lead and mentor a team of 8+ clinical and administrative staff, improving onboarding, engagement, accountability, and retention.
- Achieved a Manager effectiveness score of 85.7 in employee engagement survey results, reflecting strong leadership, communication and team trust.
- Managed daily operations of medical practice and ensured efficient workflow.
- Implemented policies and procedures to enhance compliance with healthcare regulations.
- Analyzed practice performance metrics to identify areas for improvement.
- Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
- Develop and present monthly KPI dashboards and performance trend reports to senior leadership.
- Achieved key performance benchmarks including phone abandonment 75%, future appointments >90%, and 100% achievement across 11 clinical quality metrics.
- Participated in strategic planning initiatives aimed at developing long-term goals for the practice's growth and success.
- Coordinated staff schedules to optimize patient care and resource allocation.
- Active member of the Health & Wellness Committee and Well-Being Champion Network, leading staff engagement and wellness initiatives.
Medical Assistant (Float)
ProHealth Physicians
Meriden, Connecticut
12.2020 - 03.2023
- Provided clinical and operational support across 18 locations throughout Western Connecticut.
- Prepared patients for provider visits, collected and entered clinical information, and ensured accurate documentation.
- Performed phlebotomy, point-of-care testing, and assisted with clinical procedures.
- Scheduled appointments, completed clinical tasks, and supported patient flow.
- Standardized workflows and trained staff on EMR best practices.
- Analyzed quality and performance metrics to support leadership decision-making.
- Maintained compliance with OSHA and CLIA regulations while ensuring consistent patient experience.
Medical Scribe / Training Specialist
Comprehensive Orthopaedics & Musculoskeletal Care
Wallingford, CT
10.2018 - 11.2020
- Worked one-on-one with an orthopedic surgeon, supporting clinical documentation and visit preparation.
- Reviewed provider schedules, patient records, and medical documentation to optimize clinic flow.
- Responded to high-volume patient calls, triaged concerns, and coordinated care.
- Prepared patients for visits, including taking vitals and drawing up injections.
- Built and implemented telemedicine workflows and system-wide training programs.
- Created training materials and delivered education to clinical and administrative staff.
- Scheduled 35–40 patients per day and managed 75+ patient calls daily.
DME / Medication Coordinator
Comprehensive Orthopaedics & Musculoskeletal Care
Wallingford, CT
08.2017 - 09.2018
- Managed durable medical equipment (DME) inventory across multiple locations.
- Trained patients and staff on DME application, use, and care.
- Applied and instructed on orthopedic casting techniques.
- Conducted cost analysis and vendor negotiations, reducing supply expenses by 11%.
- Processed 25+ medication authorizations daily and ensured timely patient access to treatment.
Medical Assistant
ProHealth Physicians
Bristol, CT
07.2015 - 08.2017
- Provided direct patient care, including rooming patients, collecting vitals, and preparing patients for provider visits.
- Collected and documented clinical information accurately within the EMR.
- Performed phlebotomy, point-of-care testing, and assisted with procedures.
- Scheduled appointments and completed clinical and administrative tasks.
- Maintained compliance with OSHA and CLIA regulations.
- Improved patient satisfaction scores from 74.26% to 80.77%.
Education
Master of Business Administration (MBA) - Management & Organizational Strategy
Central Connecticut State University
Bachelor of Science - Management
Central Connecticut State University
Skills
- Practice & Operations Management
- KPI Development & Reporting
- Process Improvement
- Staff Training & Development
- Revenue Cycle Support
- Patient Experience Optimization
- Compliance (OSHA, CLIA)
- Cross-Functional Collaboration
- EMR Optimization
- Healthcare Metrics & Reporting
- Microsoft Office
Committee And Leadership Involvement
- Health & Wellness Committee — ProHealth Physicians
- Well-Being Champion Network — UnitedHealth Group
Timeline
Practice Manager
ProHealth Physicians (Optum)
03.2023 - Current
Medical Assistant (Float)
ProHealth Physicians
12.2020 - 03.2023
Medical Scribe / Training Specialist
Comprehensive Orthopaedics & Musculoskeletal Care
10.2018 - 11.2020
DME / Medication Coordinator
Comprehensive Orthopaedics & Musculoskeletal Care
08.2017 - 09.2018
Medical Assistant
ProHealth Physicians
07.2015 - 08.2017
Master of Business Administration (MBA) - Management & Organizational Strategy
Central Connecticut State University
Bachelor of Science - Management
Central Connecticut State University