JOHN WOOD QUARTANA

Employed at Brigham and Women's Hospital (BWH), a 793-bed teaching hospital and Harvard Medical School affiliate within the Massachusetts General Brigham (MGB) health system.

• Coordinate follow-up imaging for 15+ thoracic surgeons and advanced practice provider (APP) teams, ensuring timely access to critical diagnostic information.
• Triage patient inquiries and appointment scheduling requests to optimize clinic workflow and patient satisfaction.
• Check in patients for outpatient appointments.
• Prepare charts for established patients ahead of future outpatient appointments.
• Obtain testing records and radiology images from external facilities for clinician review before appointments.
• Coordinate with in-clinic APPs following established protocols.
• Contact patients on reschedule lists during physician and APP absences to maintain care continuity.
• Manage 'no show' list and communicate with patients via phone, mail, and patient portal to enhance adherence to care plans.

• Transitioned from Freelance to full-time employment status.
• Guided user-experience research teams through diverse usability and research tests to gather valuable consumer experience insights.
• Conducted A/B testing to provide data for informed design and business decisions.
• Developed research reports, user flows, wireframes, and prototypes addressing complex clinical design challenges, including an allergen filtering system for food ordering.
• Presented key findings and recommendations to stakeholders to inform workflow redesign and operational strategic plan.
• One of several hundred employees impacted by reduction in force (RIF) due to IT department consolidation related to initial public offering (IPO).

Panera Bread Company, Needham, MA. 15-month freelance contract 6/21 - 9/22, followed by permanent contract. Services included user-centered design and research, customer success, and accessible product design. Reference: XXXX.

Created wireframes and prototypes for travel booking interfaces. Designed testing and research templates for use by design team and product managers, streamlining collaborative efforts. Collaborated with cross-functional teams to align design goals with business objectives.

Developed testing and research templates for design team and product manager, and designed user flows and journey maps for customers resuming travel after COVID-19 pandemic.

Grand Circle Travel, Boston, MA. 4 month contract 1/21 - 5/21. Conducted user research to understand traveler needs and preferences. Reference: XXXX.

Parametic Technology Corporation (PTC), Boston, MA. 3-month contract 4/20-6/20. Part of team hired to build the organization's application store to support purchasing of internet of things (IoT), augmented reality and product lifecycle management (PLM) applications used by 1,000s of corporate clients. Reference: XXXX.

Performed client research to create journey maps to enhance the corporate client experience within the PTC application store.

Barton Associates Inc, Peabody, MA. 13-month contract 3/19 - 3/20. Created user flows and journey maps using data obtained from dozens of in-person interviews to improve the internal forms used by hundreds of Barton sales associates across the company. Reference: XXXX.

Led interview team across Barton offices throughout New England to identify locum tenens sales team pain points, guiding workflow and technical optimization of Salesforce CRM tool. Impacted by division-wide furlough 3/20 due to the COVID-19 pandemic.

CoStar Group, Boston, MA 2-month contract 12/18 - 1/19. Prepared products and IT prototypes as part of just-in-time preparation for the organization's national sales meeting. Reference: XXXX. Build charts, tables and data visualization assets to communicate large scale real estate data. Assisted with creation of working demonstration prototype for CEO use.

• Managed scheduling and logistics for Juma Entertainment events, facilitating complex CEO travel arrangements.
• Coordinated office activities, managing high-profile Hollywood talent to ensure seamless operations.
• Developed and implemented office procedures, enhancing operational efficiency across the organization.

• Reported directly to the President and the Director of Operations to ensure effective communication.
• Coordinated communication with priority clientele, managed call log and organized files including expense reports to streamline office operations.
• Led creation of office file server, facilitating transition from paper to electronic system for improved document accessibility.