Juan Hernandez
Land O' Lakes,FL
Summary
15 + years in the Healthcare industry working with providers, organizations, health plans and a variety of software vendors to help the patient, customer and/or provider experience with applications and/or other integrated tools.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Product Owner
Raintree Systems
06.2023 - Current
- Led initiatives as the customer advocate in driving improvements and advancements for Patient Portal and Kiosk products.
- Successfully facilitated the Q3 2023 launch of the Kiosk Prime Solution by conducting comprehensive product training sessions with both internal and external stakeholders
- Facilitates effective communication with customers through the use of the Portal and Kiosk solutions, resulting in ongoing feedback collection and implementation of new features
- Effectively contributes to the success of Agile practices by actively participating and leading critical activities like Product refinement sessions, retrospectives, sprint demo reviews, and sprint planning sessions for cross-functional scrum teams.
- Partnered with Product Manager and UX/UI team in analyzing product roadmaps to identify the most efficient approach for designing and launching products
- Provided support to customers for configuring, installing, and testing assigned Patient Portal and Kiosk Solutions before and after their launch.
- Successfully managed the coordination and communication aspects of the GTM planning and Launch Plan execution for the release process to deliver a relevant product release that was extensively documented, trained on, and supported.
Product Owner
Uprise Health
11.2022 - 06.2023
- Ensured Scrum teams met targets by coordinating and supervising sprint activities for Inflexxion 2.0/Addictions Severity Index (ASI-MV) Multimedia product as well as EAP plus products.
- Enhanced efficiency of the Product backlog by regularly adjusting priorities according to customer feedback, market changes, and business priorities.
- Facilitated development process by creating Epics and translating them into functional user stories for both Development and Quality Assurance teams in order to drive product line growth.
- Gathered input from both internal and external stakeholders to validate business and system requirements, guaranteeing that product aligns with customer expectations using Confluence and frequent Sprint Reviews.
- Took an active role in facilitating product refinement sessions, retrospectives, sprint reviews, and scrum teams’ sprint planning sessions
- Proactively addressed and logged risks/issues as the primary point of escalation, ensuring comprehensive logging of actions taken and decisions reached.
Product Owner
Qualifacts
07.2019 - 11.2022
- Managed Scrum teams to efficiently complete goals and objectives within designated time periods for over 100+ features across 5-10 distinct product lines (California, Washington State, Utah, Minnesota, Virginia, Oregon among others).
- Ensured compliance with Partner State Reporting guidelines and streamlined workflow efficiency by configuring Data Dictionary structures as well as forms and treatment plans in the Credible EHR system.
- Conducted Demonstrations to inform Partners of Best Practices for State Reporting and Compliance needs
- Collaborated with both internal and external stakeholders to effectively capture and document business rules, functional requirements, non-functional requirements, and workflow processes.
- Created comprehensive training documentation for Partners administrators and super users. The documentation encompassed specifications, crosswalks, diagrams, form configuration, imports/exports, and module best practices.
- Served as the primary point of contact for addressing risks and issues, overseeing a comprehensive log for State Reporting/Compliance products
- Ensured seamless transmission of project details, including priorities, release notes, and related product information to internal and external parties during every release phase
- Guided and supported Junior Product Owners and Product Analysts in developing their expertise in Scrum practices, Work/Life training, and Credible EHR Software Applications/Modules.
Partner Service Coordinator (Technical Support Specialist/Support Agent)
Qualifacts
03.2017 - 07.2019
- Enhanced Partner software experience by delivering technical support and outreach services through the research, testing, and implementation of workflow solutions, reports, and configurations.
- Served as a subject matter expert for Client Portal 2.0 and contributed to the Early Adopter Beta for Credible Plan (Treatment plan module).
- Provided Concierge and Consulting services to Partners, encompassing tasks such as Form building, reporting construction, billing configuration, data import/export handling, training/demos, and fulfilling various configuration requirements.
- Assisted Partner Relationship/Customer Success Managers in handling critical issues, contract item requests, user group functionality demos, and consulting needs.
- Demonstrated comprehensive knowledge and skill in using various modules and functionalities like eMAR, eRX, Credible Plan to effectively support the team
- Collaborated closely with the Credible Development Team to troubleshoot and address reproducible software errors/bugs as well as inefficiencies. Ensured accurate documentation of errors, tracked the progress of corrections, and created comprehensive step-by-step instructions.
- Conducted comprehensive regression testing for monthly releases and hot fixes.
EHR Application Specialist (Health informatics Project Manager)
National Spine and Pain Centers
02.2015 - 03.2017
- Conducted assessments of staff and provider needs to evaluate the effects of new system features and capabilities on clinical, administrative, and billing workflows/procedures.
- Offered technical assistance, implemented solutions to resolve problems, oversaw vendor relationships and delivered ongoing training to end-users.
- Led successful implementation of interfaces, vendor upgrades, and change management on various platforms.
- Conducted regular training sessions and onboarding programs for both clinician and non-clinician employees
- Performed regular provider performance evaluations. Worked closely with business intelligence and other divisions to verify data requests.
- Effectively oversaw the implementation and maintenance of a patient portal at 26+ locations for more than 60 providers. Achieved outstanding user adoption with over 100,000 users within the first year.
- Regularly volunteered for user acceptance testing and full regression testing on EHR applications, IT integration, and third-party software implementation.
Project Lead (Patient Care Coordinator)
Medstar Georgetown University Hospital
06.2010 - 01.2015
- Coordinated projects and activities involving clinical quality enhancement, physician/hospital workflow analysis, patient access, and Informatics implementation workflows
- Directly contributed to problem-solving efforts with clinical analysts in resolving dataflow errors, addressing systems interface issues, and implementing new clinical workflows
- Collaborated with the Chief of the Division and Revenue Cycle Administrator to develop insurance/accounts payable data, physician compliance statistics, and Meaningful Use metrics through diverse tools and presentation styles.
- Conducted a comprehensive data collection project investigating patient waiting times and provider face-time, leading to actionable recommendations for enhancing clinical workflows and staff models.
- Utilized diverse EHR software systems to query, aggregate, and maintain data for Pediatric Hematology/Oncology program in support of physician research projects, clinic initiatives, and financial grants.
- Successfully delivered ongoing technical assistance and training to providers in the implementation of Federally Accredited Programs such as Meaningful Use, including Stage 1 & 2 requirements.
Team Leader – Department of Pediatrics
Medstar Georgetown University Hospital
01.2008 - 06.2010
- Collaborated with project management and leadership team throughout the entire lifecycle of GE Centricity Business PM tool and GE Centricity Enterprise EMR at a large outpatient ambulatory clinic
- Translated the needs of EMR end users and clinical staff members into clearly defined specifications through diligent requirement gathering.
- Provided mentorship and oversight to office staff, ensuring proficiency in web-based applications and clinical operations.
- Established strong working relationships with physician providers, ensuring seamless communication and successful project outcomes.
- Facilitated smooth transitions for all new specialty physicians and pediatric residents through effective EMR training protocols and readily available reference materials.
- Performed insurance eligibility alerts, same day referral requests, service/test authorizations and letters of medical necessitates for Public, Private, Commercial Health plans and Medicaid MCOs
- Engaged actively in EMR user groups, managed care forums, and hospital compliance meetings as part of the department's QI projects addressing workflow analysis.
Patient Scheduling Associate – Department of Pediatrics
Medstar Georgetown University Hospital
02.2007 - 12.2007
- Efficiently managed patient demographic registration, insurance verifications, and co-payment collection utilizing the IDX Flowcast (BAR, SCH, and EDI modules) system
- Achieved consistent success in surpassing front-end collections and patient satisfaction scores by delivering exceptional customer service to a high-volume clinical department.
- Contributed to the successful execution of department activities, special events, and clinical workflow processes
- Streamlined phone queue process resulting in efficient triage and decreased waiting time for patients.
- Administered the scheduling, batching, and reconciliation of appointments for both primary care and several sub-specialties.
- Handled inbound calls along with distributing incoming mail, school form submissions, and medical record requests.
Lead Pharmacy Technician
CVS Pharmacy
06.2001 - 02.2006
- Facilitated the implementation and monitoring of CVS Pharmacy fulfillment processes and incentives
- Delivered daily support and guidance to customers, management, and visitors.
- Played a key role in implementing and training staff at new locations and acquisitions within CVS Health's Network of stores.
- Performed data entry, insurance eligibility, and prescription production using Rx 2000 software package
- Educated pharmacy technicians and volunteers about CVS core values, operations, and procedures
- Managed inventory levels, replenished medication supplies, and coordinated with outside vendors for specialized requests
- Successfully maintained state pharmacy technician certification by fulfilling ongoing educational obligations.
Education
M.S. Health Informatics -
George Mason University
Fairfax, VA05.2014
B.A. Psychology -
George Mason University
Fairfax, VA05.2005
Skills
- Product Lifecycle Management
- Business Analysis
- Requirements Elicitation
- Technical expertise
- Training and Onboarding
- Software Implementation
Certification
Certified Scrum Product Owner, Scrum Alliance, 04/2021-Present
Timeline
Product Owner
Raintree Systems
06.2023 - Current
Product Owner
Uprise Health
11.2022 - 06.2023
Product Owner
Qualifacts
07.2019 - 11.2022
Partner Service Coordinator (Technical Support Specialist/Support Agent)
Qualifacts
03.2017 - 07.2019
EHR Application Specialist (Health informatics Project Manager)
National Spine and Pain Centers
02.2015 - 03.2017
Project Lead (Patient Care Coordinator)
Medstar Georgetown University Hospital
06.2010 - 01.2015
Team Leader – Department of Pediatrics
Medstar Georgetown University Hospital
01.2008 - 06.2010
Patient Scheduling Associate – Department of Pediatrics
Medstar Georgetown University Hospital
02.2007 - 12.2007
Lead Pharmacy Technician
CVS Pharmacy
06.2001 - 02.2006
M.S. Health Informatics -
George Mason University
B.A. Psychology -
George Mason University
Certified Scrum Product Owner, Scrum Alliance, 04/2021-Present
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