ILDEFONSO OCASIO
San Antonio
Summary
Highly motivated and results-oriented leader with a proven track record of optimizing workflows, enhancing customer service, and driving organizational success. Expertise in team building, staff development, and performance monitoring. Demonstrated ability to adapt quickly, implement positive change, and exceed expectations. Fluent in English and Spanish.
Overview
14
14
years of professional experience
Work History
Operations Supervisor
QTC Management Inc. - A Leidos
01.2024 - Current
- Oversee operational team performance, ensuring goals are met through effective scheduling, reporting, and issue resolution.
- Lead and participate in ongoing projects, contributing to continuous improvement initiatives.
- Provide exceptional customer service and operational support to military service members.
- Maintain a focus on operational excellence and continuous improvement.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews
Quality Assurance Specialist II
QTC Management Inc. - A Leidos
03.2021 - 11.2024
- Ensured accuracy and completeness of medical documentation, including diagnostics and coding, prior to VA submission.
- Educated providers on report interpretation, including C&P, Remands, TERA, and Gulf War cases.
- Collaborated effectively with cross-functional teams, including participation in the TERA Approval Special Team.
- Served as a Subject Matter Expert (SME) on TERA cases, mentoring and training other Quality Assurance Specialists.
Medical Assistant Professor
Piberry Institute
03.2019 - 03.2021
- Spearheaded the rapid development and implementation of an online learning platform in response to the COVID-19 shutdown, benefiting 150+ students and 15+ instructors.
- Mentored students to achieve a 100% pass rate on certification exams.
- Actively engaged in scholarly activities, including presentations at professional conferences.
- Collaborated with staff to design and develop new course curricula and programs.
- Mentored faculty members on effective teaching methodologies and best practices.
- Contributed to faculty recruitment efforts.
- Developed partnerships with external organizations to create student internship opportunities.
Medical Practice Manager
Celebrity Rehab and Medical Center
09.2015 - 02.2019
- Supervised daily operations of a four-physician practice, overseeing 15 staff members across all departments.
- Implemented strategies to improve patient satisfaction ratings through feedback mechanisms.
- Developed and implemented practice policies and procedures, ensuring compliance with HIPAA and other regulations.
- Managed all aspects of human resources, including recruitment, training, supervision, and performance evaluation.
- Created strategic plans to enhance operational efficiency.
- Managed budgets, financial reports, and accounts receivable/payable.
- Coordinated administrative tasks, including scheduling, meeting organization, and travel arrangements.
- Mentored and coached interns and new team members.
Patient Service Center Office Manager
Quest Diagnostics
03.2011 - 09.2015
- Supervised 12 assistants, technicians, and office administrators.
- Updated phlebotomy procedures and assessed staffing, equipment, and service needs.
- Directed, supervised, and evaluated medical, clerical, and maintenance personnel.
- Ensured compliance with government regulations and health insurance requirements.
- Established and maintained strong relationships with leadership and staff.
- Managed all aspects of human resources, including recruitment, hiring, and training.
- Developed staff schedules and assignments, considering workload and resource availability.
- Provided exceptional customer service and explained policies and procedures to patients.
- Motivated staff through direction and constructive feedback.
- Performed data entry, billing, and payment processing.
- Acted as the primary point of contact for on-site staff and provided regular input to supervisors.
- Provided support and coverage in various roles as needed.
Education
BBA -
University of Arizona Global Campus
Chandler, AZ10-2028
Medical Assistant Certification - Medical Assisting
Technical Career Institute
Miami, FL09.2010
High School Diploma - undefined
Homestead Senior High School
Homestead, FL06.2004
Skills
- Workflow Optimization
- Customer Service Excellence
- Performance Monitoring & Management
- Organizational Management
- Interpersonal Communication
- Problem-Solving & Troubleshooting
- Goal Setting & Achievement
- Staff Development & Training
- Project Management
- Team Leadership & Mentorship
- Microsoft Office Suite (Word, PowerPoint, Excel)
- eProcess
- Medical Coding
- HIPAA Compliance
Timeline
Operations Supervisor
QTC Management Inc. - A Leidos
01.2024 - Current
Quality Assurance Specialist II
QTC Management Inc. - A Leidos
03.2021 - 11.2024
Medical Assistant Professor
Piberry Institute
03.2019 - 03.2021
Medical Practice Manager
Celebrity Rehab and Medical Center
09.2015 - 02.2019
Patient Service Center Office Manager
Quest Diagnostics
03.2011 - 09.2015
Medical Assistant Certification - Medical Assisting
Technical Career Institute
High School Diploma - undefined
Homestead Senior High School
BBA -
University of Arizona Global Campus
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