Ismael Cervantez
San Antonio,Texas
Summary
Seeking a position as a Program Support Assistant. A proven track record of using my excellent personal, communication and organization skills to lead and improve department efficiencies. Team player with excellent communication skills, high quality of work, driven and highly self-motivated. Strong negotiating skills and business acumen and able to work independently.
Overview
13
13
years of professional experience
Work History
Advanced Medical Support Assistant
Balcones Heights Outpatient Clinic Mental Health
12.2023 - Current
- Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary); ensure that the clinic setup is closely monitored to effectively support the needs of the clinic and make any necessary adjustments
- Develop/maintain effective and efficient communication with the patient, interdisciplinary team, medical centers, and other agencies
- Participate in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs
- Works with the team to reinforce the plan of care and self-help solutions and enter appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure
- Perform administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; educating providers about shared patients
- Monitor tracking systems for items such as pre-registration, insurance capture, means testing, follow up care, consults, and ensuring accurate and timely scheduling of appointments
- Performs other duties as assigned.
Advanced medical support associate
SOUTH Texas veteran affairs at Audie murphy
01.2021 - 01.2023
- Provides support across multiple ancillary clinics and determines the needs of the Veteran/caregiver
- Responsible for routing clinical questions to appropriate clinical staff and plays an integral role in achieving first-contact resolution
- Provides specialized and expert administrative patient support while working collaboratively in an inter-professional coordinated care delivery model
- Provides specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics and specialties
- Work collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the need of Veterans via various available contact modalities to include but not limited to telephone calls, chat, and video
- Responsible for answering telephones, and chat messages, relaying messages to appropriate staff inside or outside of the VISN, scheduling appointments, interpreting and verifying provider orders in accordance with VHA national scheduling guidelines
- Maintain effective and efficient communication with the patient, inter-professional care delivery teams and VA medical centers
- Scheduling, canceling, re-scheduling patient appointments; entering no-show information; monitoring appointment requests for multiple electronic sources; monitoring outpatient appointments in areas of responsibility
- Gathering and obtaining medical information from patients; processing medication refill requests
- Reviewing electronic health record, obtaining medical records, participating in huddling with other MSAs and/or VISN staff to determine the daily needs of the VISN
- Verifying and updating demographics when contacted by patients
- Manage patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists; informs inter-professional team members about shared patients
- Provide information and resolution to Veterans' requests within scope, use administrative judgement to escalate symptomatic concerns to clinicians with the VISN or direct the contact to the appropriate personnel within the department for resolution
- Provide accurate detail of organizational information to Veterans regarding the different services the VA offers
- Provide high-quality customer service to Veterans and their families/caregivers
- Communicate tactfully and effectively to challenging customers who may be threatening, abusive, or distraught.
Advanced Medical Support Associate
South Texas Veteran Affairs at Audie Murphy
01.2017 - 01.2021
- Podiatry Clinic: Maintain and schedule appointments for patients in several VISN clinics
- Assist in appointment cancellation and/or coordination as requested by the patient
- Document patient needs and ensure these are communicated to the providers through the computerized triage system entitled, Phone Message Manager system
- Notifies the Specialty Clinics providers if outside physician community care is required
- Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary); ensure that the clinic setup is closely monitored to effectively support the needs of the clinic and make any necessary adjustments
- Develop/maintain effective and efficient communication with the patient, interdisciplinary team, medical centers, and other agencies
- Participate in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs
- Works with the team to reinforce the plan of care and self-help solutions and enter appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure
- Perform administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; educating providers about shared patients
- Monitor tracking systems for items such as pre-registration, insurance capture, means testing, follow up care, consults, and ensuring accurate and timely scheduling of appointments
- Performs other duties as assigned.
Health Technician
South Texas Veteran Affairs at Audie Murphy
02.2015 - 03.2017
- Diabetes and Weight Management Clinic: Measure and record patient’s information accordingly to providers’ request
- Instruct patients on how to use glucometer and record readings
- Aid in emergency situations as directed by medical staff
- Provide administrative support for programs
- Maintain inventories and supplies
- Report and document deficiencies or defects in medical equipment or procedures
- Provide high quality care and support to patients
- Maintain patient confidentiality always
- Help to assess, plan and implement patient care.
Certified Nursing Assistant
South Texas Veteran Affairs at Audie Murphy
06.2011 - 01.2015
- Specialty Clinic (1A/1G): Act as a resource and mentor to new employees
- Assist with transferring patients onto stretchers
- Aid in emergency situations as directed by medical staff
- Provide administrative support for programs
- Maintain inventories and supplies
- Report and document deficiencies or defects in medical equipment or procedures
- Ensure that the exam, front desk and break rooms are kept clean and well maintained
- Develop programs and processes to ensure modalities are timely, efficient and appropriate to the needs of the patient
- Aid in emergency situations as directed by medical staff
- Provide administrative support for programs
- Report and document deficiencies or defects in medical equipment or procedures
- Carry devices/ equipment and maintain medical devices daily
- Take patient vital signs (blood pressure, temperature, pulse, respiration, weight)
- Interview patent to obtain history
- Perform sterile dressing changes, ace bandages.
Education
Undergraduate studies -
San Antonio College
05.2020
Diploma -
San Marcos High School
San Marcos, Texas01.2001
Skills
- CPRS Chart
- ICB
- JABBER
- VA Health Connect
- Excel
- VISTA
- Vista Scheduling
- VATAS
- Virtual Care Manager
- Phone Message Manager
- MICROSOFT Office
References
- Utwalla Cooper, Program Analyst, Audie L. Murphy South Texas VHCS Medical Service, 7400 Merton Minter Blvd., San Antonio, TX, 78229, (210) 617-5300, x16521
- Philip Baltazar, Program Analyst, 7400 Merton Minter Blvd., San Antonio, TX, 78229, (210) 617-5300
- Janet Blodgett, Staff Physician, Endocrine and Diabetes South Texas VHCS Medical Service, 7400 Merton Minter Blvd., San Antonio, TX, 78229, (210) 617-5300, x17207
- Paul Talley, Subspecialty Nurse Manager, Endocrine South Texas VHCS Nursing Service, 7400 Merton Minter Blvd., San Antonio, TX, 78229, (210) 602-0933
Timeline
Advanced Medical Support Assistant
Balcones Heights Outpatient Clinic Mental Health
12.2023 - Current
Advanced medical support associate
SOUTH Texas veteran affairs at Audie murphy
01.2021 - 01.2023
Advanced Medical Support Associate
South Texas Veteran Affairs at Audie Murphy
01.2017 - 01.2021
Health Technician
South Texas Veteran Affairs at Audie Murphy
02.2015 - 03.2017
Certified Nursing Assistant
South Texas Veteran Affairs at Audie Murphy
06.2011 - 01.2015
Undergraduate studies -
San Antonio College
Diploma -
San Marcos High School
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