Hi, I’m
Frank Espinoza
Merced
Summary
Personable and highly adaptable, bringing strong analytical abilities and collaborative spirit. Proficient in data implementation and project management, with solid grasp of industry-specific software. Committed to driving impactful results and contributing to team success.
Overview
18
years of professional experience
Work History
EVigils/ Mitem Corporation
Sr. Business Relations Specialist
10.2022 - Current
Job overview
- Client onboarding
- Product implementation
- Setup user interface
- Develop Client databases and SFTP paths
- Product testing
- Consultant - HL7 Dataflow to increase client efficiency
- Project management
- Organized and participated in sales, marketing, prospecting activities
- Respond to client and related stakeholder questions, and/or requests
- Client Product feature training
- Perform quality analysis on HL7 data
- Discover data mapping information from HL7 logs
- Generate basic SQL queries
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Managed multiple implementation projects concurrently, maintaining strict deadlines without compromising quality or scope.
- Enhanced customer satisfaction with timely resolution of issues during project implementations.
- Contributed to the continuous improvement of implementation processes through regular feedback sessions and lessons learned discussions.
- Streamlined implementation processes by effectively collaborating with cross-functional teams and project stakeholders.
Health Current/Contexture
Client Support Specialist
07.2019 - 10.2022
Job overview
- Respond to requests for assistance, via phone, email, or electronically
- Diagnose and resolve non-technical and technical issues
- Troubleshoot platform access issues
- Collaborated with Engineers for EMR Integration
- Establish new users in the appropriate environment
- Troubleshoot data access issues
- Triage incoming service request and escalate as needed
- Maintain effective working relationships with consumers and participant
- Document outcomes of support in CRM tool
- Process Opt-in/Opt-out request by patients
- Process Request for Information (ROIs) submitted by patients
- Setup/Trouble shoot alert and migration issues
- Establish SFTP Connection within Mirth Appliance
- Respond to support requests via email, ticketing system, or phone within SLA guidelines
- Identify, prioritize, communicate, and drive resolution of critical issues and risks to mitigate negative impacts
- Follow standard help desk procedures
- Monitor call queue, call backlog, and open calls
- Monitor logs, systems and/or accounts
- Stay current with system information, changes, and updates
- Provide after-hours support in on-call rotation
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Proactively identified potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
- Interacted with team members across departments to research and resolve customer issues.
Banner Health
Medical Assistant/Registration Representative
01.2018 - 07.2019
Job overview
- Travel Medical Assistant (Podiatry/Vascular Surgery)
- Rooming
- Vitals
- Traveled 3 different locations
- Registration Representative
- Front office (Podiatry/General Surgery/Vascular Surgery)
- Chart prep
- Check in
- Check out
- Xray orders
- Phone calls
- Patient Experience (PX Champion) - Special Task
- Enhance Patient experience
- Instilled leadership skills within team
- Patient/Provider Liaison
- Handle escalated Patient issues (angry, unsatisfied, payment issues)
- Instilled quality metric to enhance Patient Experience
- Quarterly Meeting with all PX Champions through the state of Arizona- discussed better ideas and improvement to realign our quarterly goals
- With my mentoring, we managed to increase Patient Satisfaction by 20% within Q2 of 2018
- Ready Every Day (R.E.D) Team Member
- - Special Task
- Prepared Ambulatory Team members for State Audits
- Quality assurance for Ambulatory offices
- Assured office was maintained clean and sterile
- Audited Team Members knowledge of the following: Sterile field, Medication storage, Emulsion technique, Blood Draw procedure, HIPAA scenarios, Rooming procedure, Discharge procedure, Emergency response Scenario (CPR/First Aid/AED), Threat Scenarios (Combatant patient/Armed Intruder/Bomb Threat), Evacuation Scenarios (Fire/Gas/Earth events)
TRIWEST HEALTHCARE ALLIANCE
Medical Management Team Lead
06.2014 - 10.2017
Job overview
- 70 staff members/ 250 remote staff members
- Traveling trainer Lead- 750 staff members
- Complex Authorizations- review/troubleshoot
- Medical Documentation- review/troubleshoot
- Medical Coding (CPT/ICD9/ICD10) - review/troubleshoot
- Secondary Authorization
- NEO Training- in office every month
- Travel Training- 6 months
- Veteran Affairs Point of contact for escalated issues
- Veteran authorization Liaison
- Interim Training Traveler supervisor
- Claim Medical Review
- Quality Assurance
- Process Development
- Developed internal process for efficiency
- Audit staff for quality and accuracy
- Collaborated with QA & Training department to validate correct workflow processes
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Assisted in recruitment to build team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
Now Care Urgent Care
Front and Back Office Medical Assistant
12.2012 - 06.2014
Job overview
- Back office and front office
- Triage
- Urinalysis
- Blood draws
- EKG
- Ear lavage
- Wound dressing
- Assisted with sutures, and suture removal
- Injections- Sub-Q, IM, Intra Dermal
- Pulmonary function test
- Breathing treatments
- Discharged patients with prescriptions
Plaza Del Rio
Server/Cook
07.2012 - 11.2013
Job overview
- Server
- Prep Cook
- Line Cook
- Stock inventory
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Access Auto Insurance
Insurance Agent
12.2008 - 12.2009
Job overview
- Made monthly goals on time
- Cultivated warm relationships with regular customers.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Calculated quotes and educated potential clients on insurance options.
Benny's Burger Shop
Cashier/Cook
01.2007 - 01.2008
Job overview
- Cashier/cook
- Cleaned the store
- Prepared food before cooked
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
Education
BRYMAN SCHOOL OF ARIZONAPhoenix, Arizona
Medical Assistant from Certificate
01.2012
University Overview
Registered Medical Assistant - RMA(AMT)
DYSART HIGH SCHOOLEL MIRAGE, ARIZONA
High School Diploma
01.2009
Skills
- Kibana Elastic Search
- VNC Viewer
- EVigilsPro
- EVigils Webapp
- EVigils admin portal
- EVigils Patient app
- EVigils Angel
- Medisoft Software
- Medical Terminology
- Electronic Billing CPT
- Microsoft Office (Word, Excel, PP, Outlook, CRM)
- Data Entry
- 10-Key by Touch
- ICD-10-CM
- Collections
- EMR (Medisoft & ECW) & CPT Coding
- HL7
- CCD-A
- SFTP
- XML
- Mirth Appliance
- Mirth results
- Mirth Mail
- Mirth Sign on
- Health Data Hub by NextGen
- FileZilla SFTP
- Basic SQL
- JSON
- Basic API calls
- Customer relations
- HIPAA compliance
- Cross-functional teamwork
- Exceptional customer service
- Client relationship building
- Performance monitoring
- Analytical thinking
- Medical terminology knowledge
- Medical terminology
- Quality assurance
- Operations management
- EMR / EHR
- Client relations
- Technical communication
- Ticket management
- Training and onboarding
- Customer support
- Remote support
- Remote technical support
- Technical issues analysis
- Technical troubleshooting
- Project management
- User support
Timeline
Sr. Business Relations Specialist
EVigils/ Mitem Corporation
10.2022 - Current
Client Support Specialist
Health Current/Contexture
07.2019 - 10.2022
Medical Assistant/Registration Representative
Banner Health
01.2018 - 07.2019
Medical Management Team Lead
TRIWEST HEALTHCARE ALLIANCE
06.2014 - 10.2017
Front and Back Office Medical Assistant
Now Care Urgent Care
12.2012 - 06.2014
Server/Cook
Plaza Del Rio
07.2012 - 11.2013
Insurance Agent
Access Auto Insurance
12.2008 - 12.2009
Cashier/Cook
Benny's Burger Shop
01.2007 - 01.2008
DYSART HIGH SCHOOL
High School Diploma
BRYMAN SCHOOL OF ARIZONA
Medical Assistant from Certificate
Similar Profiles
MAGIELYN M. DELA CRUZMAGIELYN M. DELA CRUZ
Stickering/Bundler at UNIVERSAL ROBINA CORPORATION /RED.DOT CORPORATION AGENCYStickering/Bundler at UNIVERSAL ROBINA CORPORATION /RED.DOT CORPORATION AGENCY
Lisa GallagherLisa Gallagher
Senior Director & Enterprise Transformation Exec at Oracle Corporation (acquired Cerner Corporation)Senior Director & Enterprise Transformation Exec at Oracle Corporation (acquired Cerner Corporation)
Rocco ZitoRocco Zito
Director Distribution Services at Travel Corporation Distribution Services Ltd. (Subsidiary of The Travel Corporation)Director Distribution Services at Travel Corporation Distribution Services Ltd. (Subsidiary of The Travel Corporation)