Lourdes Diaz-Marte
Springfield,MA
Summary
Seasoned Senior Associate Quality Consumer Advisor with 18 years of healthcare consumer advocacy and healthcare education. Expert in developing organization strategies and ensuring compliance with state healthcare standards. Skilled in fostering consumer-centered care, enhancing service delivery, and driving quality improvement.
Overview
19
19
years of professional experience
Work History
Senior Associate Quality Consumer Advisor
Commonwealth Care Alliance
Springfield, MA
01.2019 - 10.2024
- Partner with members to integrate their experiences and insights into the design, implementation, and evaluation of care services and communications
- Foster a culture of consumer-centered care and service excellence across all products and services, emphasizing successful consumer partnership models
- Conduct multiple state mandated quarterly member engagements utilizing in-person meetings, virtual meetings, and telephone conferences
- Support the development of measurement programs like Journey mapping to identify key moments for consumers and inform measurement strategies for departmental improvement prioritization
- Develop a community network to engage current and potential members, advocating on their behalf to enhance service delivery and contribute to improved organizational star ratings
Health Educator & Caregiver Training Department Manager
Commonwealth Care Alliance
Springfield, MA
01.2012 - 01.2019
- Developed educational programs focusing on diabetes, cardiovascular health and depression management, smoking cessation that improved client participant overall health quality that assisted with minimizing hospitalizations
- Fostered successful partnerships with agencies to enhance delivery service and facilitated training for members and staff
- Directed quality improvement initiatives, ensuring adherence to standard operating procedures and departmental goals
- Enhanced compliance with contracts and accreditation standards, improving language access and culturally appropriate healthcare services
Health Educator & Caregiver Training Regional Coordinator
Commonwealth Care Alliance
Springfield, MA
01.2011 - 01.2012
- Developed and disseminated culturally relevant health education materials, effectively engaging with diverse community groups
- Coordinated & facilitated over 50 client educational workshops and several staff trainings, while fostering community partnerships through strategic engagement and outreach initiatives
Medical Assistant
Commonwealth Care Alliance
Springfield, MA
01.2006 - 01.2011
- Provided comprehensive support to healthcare providers at Commonwealth Care Alliance, performing clinical and administrative tasks such as patient intake, vital signs measurement, medical history documentation, appointment scheduling, and assisted with care planning, examinations and treatments to ensure efficient and compassionate patient care
- Educate and instruct patients about medications and special dietary plans
- Performed venipuncture as requested by physicians for exploration lab work
- Administered injections or medications per physician's instructions and as regulated by state law
Education
Bachelor of Public Relations - Public Relations
Canterbury University
Management Essentials Certification -
Harvard Business School Online
Motivational Speaker Certificate -
IAP Career College
Billing & Coding Certification -
US Career Institute
Master Trainer Evidence Based programs - DSM, CDSM
Stanford University
Medical Assistant Certification -
Ultrasound Diagnostic School of Medicine
Certifications in Motivational Interviewing, Wellness Coaching & Project Management -
Universal Class (online)
Skills
- Program Enhancement
- Staff Development
- Road Mapping Development
- Quality Assurance
- Community Engagement
- Expense Management
- Project Management
- Motivational Speaker
- Wellness Guidance
- Analytical Problem Solving
- Effective Team Coordination
- Curriculum Development
- Stakeholder Advocacy
- Effective Communication
- Effective Organizational Strategies
- Event Coordination
- Collaborative Engagement
Affiliations
- Women's ministry leader
Languages
Spanish
Professional
Timeline
Senior Associate Quality Consumer Advisor
Commonwealth Care Alliance
01.2019 - 10.2024
Health Educator & Caregiver Training Department Manager
Commonwealth Care Alliance
01.2012 - 01.2019
Health Educator & Caregiver Training Regional Coordinator
Commonwealth Care Alliance
01.2011 - 01.2012
Medical Assistant
Commonwealth Care Alliance
01.2006 - 01.2011
Bachelor of Public Relations - Public Relations
Canterbury University
Management Essentials Certification -
Harvard Business School Online
Motivational Speaker Certificate -
IAP Career College
Billing & Coding Certification -
US Career Institute
Master Trainer Evidence Based programs - DSM, CDSM
Stanford University
Medical Assistant Certification -
Ultrasound Diagnostic School of Medicine
Certifications in Motivational Interviewing, Wellness Coaching & Project Management -
Universal Class (online)
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