GABRIELLA ESPADA
Lyndhurst,NJ
Summary
Experienced Service Desk Analyst with a proven track record in implementing and managing projects. Exceptional organizational skills and ability to oversee daily milestones within high-performance teams. Excels in planning and executing deployments, utilizing expertise in G Suite, ServiceNow, Okta, Jira, and other management tools to optimize processes and improve efficiency. Strong leader who directs cross-functional teams and effectively manages stakeholder expectations to deliver projects on time and within budget. Top-notch problem-solving abilities dedicated to upholding the highest standards of data integrity and security. Recognized for talent in bridging the gap between technology and business needs, ensuring successful project outcomes aligned with organizational goals.
Overview
10
10
years of professional experience
Work History
Service Desk Analyst II
Clover Health
07.2022 - Current
- Manage and execute onboarding and off boarding procedures
- Engaged in user support interactions via telephone, chat and email platforms.
- Served as primary point of contact for all IT-related queries within organization, directing users to appropriate resources when necessary.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Participated in IT projects as needed, providing valuable input from service desk perspective to ensure seamless integration with existing systems.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
Administrative Coordinator
Clover Health
07.2021 - 07.2022
- Supported clinical staff by coordinating schedules, handling appointment confirmations, and updating patient records as needed.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Mentored new clinical staff members for proper onboarding and orientation processes.
- Provided comprehensive administrative support to department staff.
- Improved patient satisfaction by promptly addressing concerns and providing necessary information regarding treatment plans.
EMR / EHR Trainer
Optum
02.2021 - 06.2021
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Evaluated effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Supported productivity increase and business growth through new hire training and mentoring.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and implemented successful onboarding program.
Sr. Patient Access Representative
University of Miami
11.2019 - 01.2021
- Trained new Patient Access Representatives, contributing to a more skilled and efficient team.
- Coordinated pre-authorization requests with insurers efficiently reducing medical claim denials.
- Improved patient satisfaction by providing timely and accurate appointment scheduling.
- Maintained strict confidentiality of patient information in accordance with HIPAA regulations, protecting privacy rights at all times.
- Managed high call volumes while maintaining exceptional customer service standards for patients and healthcare providers alike.
- Collaborated with clinical staff to ensure seamless coordination of care, resulting in improved patient outcomes.
Manager
Riverside Medical Group
05.2015 - 06.2019
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Maintained up-to-date knowledge of healthcare regulations and policies, ensuring practice remained in compliance at all times.
- Implemented new processes for managing patient flow, minimizing wait times while maintaining high-quality care standards throughout the practice.
Registration Clerk
North Hudson Community Action Corp.
03.2014 - 05.2015
- Completed registration paperwork, verifying accurate patient information.
- Managed high call volumes while accurately scheduling appointments and directing calls to appropriate departments as needed.
- Coordinated scheduling for patient follow-up appointments in accordance with physician requests.
- Assisted patients with questions or concerns about their appointments, addressing any issues promptly and professionally.
- Served liaison between patients, clinical staff, and administrative personnel to facilitate optimal communication and coordination of care.
- Scheduled patient appointments, collected copays and verified insurance coverage to complete check-ins.
Education
MBA - Information Technology
Southern New Hampshire University
Manchester, NH07.2025
Bachelor of Science - Information Technology Project Management
Southern New Hampshire University
Manchester, NH07.2024
Associate of Science - Information Technology
Ultimate Medical Academy
Clearwater, FL01.2022
Skills
- Remote Technical Support
- Incident Management
- Service Level Agreements
- System Administration
- Escalation management
- Asset Management
- Microsoft Windows and Office
- Project Coordination
- User Training
- Apple Systems
Timeline
Service Desk Analyst II
Clover Health
07.2022 - Current
Administrative Coordinator
Clover Health
07.2021 - 07.2022
EMR / EHR Trainer
Optum
02.2021 - 06.2021
Sr. Patient Access Representative
University of Miami
11.2019 - 01.2021
Manager
Riverside Medical Group
05.2015 - 06.2019
Registration Clerk
North Hudson Community Action Corp.
03.2014 - 05.2015
MBA - Information Technology
Southern New Hampshire University
Bachelor of Science - Information Technology Project Management
Southern New Hampshire University
Associate of Science - Information Technology
Ultimate Medical Academy
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