Jacqueline Zermeno
West Covina
Summary
Healthcare operations professional with 7+ years of progressive experience in clinical coordination, team leadership, and quality assurance across trauma, urgent care, and outpatient settings. Proven ability to oversee daily clinic operations, manage interdisciplinary teams, and improve patient care processes while ensuring strict compliance with HIPAA, OSHA, and clinical protocols. Currently pursuing a Bachelor's in Healthcare Administration, with 2.5 years of focused experience in Quality Assurance for Veteran Affairs. Skilled in medical record auditing, resource management, and regulatory reviews, with a strong commitment to detail, operational excellence, and patient-centered outcomes. Recognized for exceptional communication, organization, and prioritization skills in fast-paced healthcare environments.
Overview
8
8
years of professional experience
Work History
Medical Quality Assurance Specialist
QTC Management
10.2022 - Current
- Manage and review sensitive VA medical records to ensure clinical quality and regulatory compliance.
- Collaborate with providers and administrative staff to resolve documentation inconsistencies and ensure accuracy of service-connected condition reviews.
- Maintain strict data security protocols in line with HIPAA standards.
- Apply analytical skills to identify trends and improve operational outcomes in medical report processing.
Front and Back Office Lead Medical Assistant
The Institute of Trauma and Acute Care
07.2020 - 10.2022
- Oversaw clinic workflow for trauma aftercare at Pomona Valley Hospital and St. Francis Medical Center.
- Coordinated surgical scheduling, post-op wound care, and discharge planning.
- Conducted supply management, inventory control, and billing activities to support clinical efficiency.
- Supported front- and back-office functions including insurance claims and EMR documentation.
- Monitored office procedures to correct problems and implement proactive improvements for better patient flow.
- Implemented care and efficiency improvements to support and enhance office operations.
Supervisor / Medical Assistant
Haven Elite Urgent Care
01.2019 - 08.2020
- Directed staff operations, resolved scheduling issues, and maintained efficient patient flow.
- Addressed patient concerns, optimized appointment scheduling, and managed dispensary logs.
- Collected and processed COVID-19 specimens following strict infection control protocols.
- Led performance reviews and collaborated with HR to support staff training and compliance.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
Front and Back Office Lead Medical Assistant
Inland Pulmonary Medical Group
12.2016 - 08.2018
- Acted as personal administrative assistant to three physicians, coordinating clinical schedules and hospital procedures.
- Supervised and trained a team of medical assistants, improving workflow efficiency.
- Ensured proper record keeping, vaccine tracking, and secure handling of medical information.
- Partnered with local pharmacies and patients to resolve prescription issues.
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Assisted physicians with clinical procedures following safe practices.
- Measured patient spirometry.
- Taught patients about medications, procedures, and care plan instructions.
Education
Bachelor of Arts - Healthcare Administration
University of Arizona Global Campus
05.2025
Associate of Science - Medical Assisting
San Joaquin Valley College
Ontario, CA11-2016
Skills
- Clinical Operations Management
- Team Leadership & Development
- Staff Scheduling & Performance Evaluation
- Regulatory Compliance (HIPAA, OSHA)
- Patient Experience & Satisfaction
- Quality Standards & Quality Assurance Auditing
- Patient Education & Direct Patient Care
- Effective Communication (Verbal & Written)
- Medical Records Review & Data Integrity
- Budgeting & Resource Management
- Interdisciplinary Collaboration
- Audit reports
- Team collaboration
- Verbal and written communication
- Spanish fluency
Languages
Spanish
Native or Bilingual
Timeline
Medical Quality Assurance Specialist
QTC Management
10.2022 - Current
Front and Back Office Lead Medical Assistant
The Institute of Trauma and Acute Care
07.2020 - 10.2022
Supervisor / Medical Assistant
Haven Elite Urgent Care
01.2019 - 08.2020
Front and Back Office Lead Medical Assistant
Inland Pulmonary Medical Group
12.2016 - 08.2018
Bachelor of Arts - Healthcare Administration
University of Arizona Global Campus
Associate of Science - Medical Assisting
San Joaquin Valley College
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