Guadalupe Gonzalez
Summary
Experienced Quality Assurance Specialist with expertise in interpreting and implementing quality standards and resolving customer complaints. Strong problem-solving and analytical skills enhance the effectiveness of quality assurance methodologies. Focused on driving improvements in business processes.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Access Template Specialist
Children's Healthcare of Atlanta
08.2025 - Current
- Manages portfolio of 6 clinical departments to meet their access and capacity goals
- Served as liaison for access services, facilitating communication between clinical departments and leadership
- Resolved department template errors to ensure accuracy and reliability in access services
- Evaluated processes and identified discrepancies, implementing improvements to enhance operational efficiency
- Maintains close working relationships with IS&T business partners and serves as subject matter expert
- Coordinates activities and initiatives with physician, leadership, operational leadership, and other departments related to care delivery system, metrics, and results.
- Documented procedure data to support informed decision-making and analyze operational metrics
- Trained new employees on company policies and procedures to facilitate smooth onboarding and compliance
Provider Capacity Coordinator
Children's Healthcare of Atlanta
02.2023 - 08.2025
- Reviews schedule requests received and evaluates impact to provider capacity and clinic throughput per predefined guidelines
- Builds and maintains provider schedules accurately in Epic Cadence.
- Provided actionable suggestions for process improvements to enhance operational efficiency
- Engaged with management and staff to gather, record, and verify IS&T tickets for new resources and visit types.
- Assisted in problem-solving by providing actionable suggestions for process improvements
- Developed shared documents and maintained Provider Pattern Library and Pattern Release Calendar.
- Facilitated multidisciplinary collaboration to ensure all departments are informed of changes and patient needs are met
- Participates in AO/PO meetings on behalf of TMT.
Practice Operations Coordinator
Children's Healthcare of Atlanta
07.2022 - 02.2023
- Coordinates all operational aspects of assigned office, department, or business project.
- Manages and approves TIME for MDs, Apps, and staff
- Manages APP and MD TD&J reimbursements
- Reviewed work queues to identify and resolve issues, ensuring operational accuracy.
- Completed charge reconciliation and followed up with providers on open encounters to ensure timely resolution
- Verified provider credentialing status in Cactus and monitored compliance.
- Managed reimbursements for APP and MD TD&J to ensure timely processing.
- Processed department invoices, maintaining accurate financial records and facilitating timely payments.
- Oversaw time approval processes for MDs, APPs, and staff to maintain compliance with scheduling.
Practice Operations Assistant
Children's Healthcare of Atlanta
05.2021 - 07.2022
- Reviews providers schedules and ensures it aligns with Qgenda
- Managed workqueues for hepatology, urgent GI patients, and GI psychology referrals to prioritize patient care needs
- Manages Hepatology and GI in-basket messages
- Reviewed provider schedules for discrepancies to ensure accuracy.
- Assisted contact center staff with scheduling concerns, improving communication and resolution processes
- Initiated requests for new patient records to facilitate seamless patient onboarding.
- Maintained recall and follow-up list, ensuring timely patient appointments and adherence to care protocols
Scheduler
Children's Healthcare of Atlanta
06.2016 - 05.2021
- Entered patient appointments in EPIC system, supporting accurate scheduling and record-keeping.
- Coordinated physician appointments with cardiology, pulmonary, and radiology departments, optimizing patient flow.
- Coordinates specialty clinics with appropriate number of patients by deadline
- Scheduled interpreters for families, aligning services with insurance requirements
- Scheduled interpreters for families, ensuring compliance with insurance requirements and enhancing communication.
Education
Bachelor of Science - Health Services Administration
Armstrong State University
Savannah, GASkills
- Proficient in EPIC
- Data management
- Data analysis
- Project coordination
- Healthcare documentation
- Microsoft Office proficiency
- Team collaboration
- Written communication
- Interpersonal skills
Certification
- Certified Ambulatory Capacity Management, 10/25
- Epic Cadence Proficiency, 05/26
Timeline
Access Template Specialist
Children's Healthcare of Atlanta
08.2025 - Current
Provider Capacity Coordinator
Children's Healthcare of Atlanta
02.2023 - 08.2025
Practice Operations Coordinator
Children's Healthcare of Atlanta
07.2022 - 02.2023
Practice Operations Assistant
Children's Healthcare of Atlanta
05.2021 - 07.2022
Scheduler
Children's Healthcare of Atlanta
06.2016 - 05.2021
Bachelor of Science - Health Services Administration
Armstrong State University