Lucia Wallace
San Antonio,Texas
Summary
Dedicated medical industry professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
General Office Manager
TACTICAL REHABILITATION
San Antonio, Texas
10.2019 - Current
- Communicated with Military Providers/Billing, ensured policy and procedure compliance, ensured timely scheduling of patient appointments
- Fitted referred patients with appropriate product/bracing
- Provided training on medical devices and durable medical equipment for patients and providers, along with all necessary follow up care and information
- Ensured all paperwork was completed correctly and submitted for billing in timely manner.
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Operations Supervisor
QTC MANAGEMENT, INC, A LEIDOS COMPANY
San Antonio, Texas
06.2018 - 07.2019
- Identify and resolve complications to contract terms through clear communication with clients and adjustments to operational workflow
- Collaborate with management on strategic planning and advise on escalated issues
- Coordinate recruitment, assignment, assessment, and discipline of subordinates
- Generate monthly and quarterly reports and implement procedural adjustments to ensure progress aligns with projected milestones
- Increased scheduling productivity by 50% through streamlining policy and staff improvement
- Trained 20+ new staff in all aspects of workflow and department procedures
- Assumed acting-director responsibilities to ensure smooth operations in director’s absence, covering recruitment, purchase approval, and contributing to high-level meetings
- Represented company interests at numerous events for Department of Veterans Affairs
- Completed highly selective leadership training program delivered to outstanding employees.
Medical Quality Analys
QTC Management Inc. - A Leidos
05.2015 - 06.2018
- Reviewed, sourced, and resolved errors in patient medical reports presented by physicians for disability claims, ensuring highest level of accuracy prior to official submission
- Led team of case specialists in facilitating medical appointment scheduling and record processing
- Directly managed patient case portfolio of 300+ simultaneous claims at 99.7% accuracy, placing in top 10% performers throughout company
- Completed six-month training program in four months and was retained through company merger between Lockheed Martin and Leidos that created QTC Management
- Mentored case specialists and support staff; ensured adherence to critical deadlines and achievement of project objectives.
- Verified provider documentation accurately supported diagnoses and procedures coded.
- Assisted facility providers with documentation requirements to completely and accurately reflect patient care provided.
Financial Foundations Specialist
THE UNITED SERVICES AUTOMOBILE ASSOCIATION
San Antonio, Texas
02.2014 - 05.2015
- Identified and recommended competitive solutions for various insurance needs of USAA members covering automobiles, homeowners, renters, and personal property
- Delivered outstanding customer service resulting in ongoing customer satisfaction and retention of business
- Consistently exceeded all sales metrics, including maintaining outbound service engagement time 10% above quota.
- Guided clients through compiling important financial histories and documentation for evaluation.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
Emergency Room Technician
CHRISTUS SANTA ROSA HOSPITAL
San Antonio, Texas
03.2011 - 09.2011
- Worked with nurses to assess patients and prepare for tests and procedures.
- Assisted in obtaining and documenting vital signs and placement of oxygen saturation, cardiac monitoring and non-invasive blood pressure monitoring systems.
- Assisted with resuscitation, CPR and emergency airway procedures.
- Quickly responded to codes and cardiac monitor alarms.
- Collected basic samples, labeled specimens properly and transferred to laboratory for testing.
- Followed all hospital policies and procedures and complied with local, state and federal agency and accrediting body guidelines.
- Carried out phlebotomy procedures and watched for adverse reactions.
- Received direction and assignments from physicians and nurses, providing efficient technical support to optimize patient care.
Medical Technician
ABRAXIS
San Antonio, Texas
08.2010 - 03.2011
- Measured patient vital signs such as blood pressure, pulse rate and temperature to record information on patients' charts.
- Performed patient service duties by communicating directly with patients, answering questions and assisting with concerns.
- Administered medications and performed basic and advanced patient assessments.
- Interacted with patients and families while demonstrating high standards of performance, teamwork and compassion.
- Implemented treatment for emergent medical conditions by thoroughly assessing current patient status.
- Identified operational improvements to drive efficiency and quality of care.
Clinic Manager/Healthcare Sergeant
US Army
San Antonio, TX
03.2005 - 03.2006
- For Camp Bullis Army Health Clinic, providing medical care to 3,500+ soldiers and managing $1M in medical equipment with no losses; earned Army Commendation Medal for Meritorious Service as Non-Commissioned Officer in Charge.
- Conducted frequent clinic walk-throughs to maintain safe work environment.
- Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
Education
Bachelor of Science - Psychology
UNIVERSITY oF THE INCARNATE WORD
12.2022
Emergency Medical Technician - Emergency Medicine
Army Medical Service Corps
San Antonio07.2002
Certified Orthotic Fitter - Orthotics And Prosthetics
Board of Certification/Accreditation
Owings Mill, MD06.2020
24 Credits - Biology
NORTHWEST VISTA COLLEGE
San Antonio, TX2012
Skills
- Patient Health Education
- Flexible and Adaptable
- Self-Motivated
- Documentation and control
- Critical Thinking
- Time Management
- Information Classification
- Government Forms
- Information Analysis
- Data Entry
- Calm and Professional Under Pressure
Timeline
General Office Manager
TACTICAL REHABILITATION
10.2019 - Current
Operations Supervisor
QTC MANAGEMENT, INC, A LEIDOS COMPANY
06.2018 - 07.2019
Medical Quality Analys
QTC Management Inc. - A Leidos
05.2015 - 06.2018
Financial Foundations Specialist
THE UNITED SERVICES AUTOMOBILE ASSOCIATION
02.2014 - 05.2015
Emergency Room Technician
CHRISTUS SANTA ROSA HOSPITAL
03.2011 - 09.2011
Medical Technician
ABRAXIS
08.2010 - 03.2011
Clinic Manager/Healthcare Sergeant
US Army
03.2005 - 03.2006
Bachelor of Science - Psychology
UNIVERSITY oF THE INCARNATE WORD
Emergency Medical Technician - Emergency Medicine
Army Medical Service Corps
Certified Orthotic Fitter - Orthotics And Prosthetics
Board of Certification/Accreditation
24 Credits - Biology
NORTHWEST VISTA COLLEGE
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