Hi, I’m
Marcy Gonzales
Devine,Texas
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
23
years of professional experience
Work History
HCL America, Inc.
IT Help Desk Support
09.2020 - Current
Job overview
- Filled in as SME (Subject matter Expert) - Y Cord Training with new agents, assisted with process and procedures, assisted with troubleshooting, assist and advised service desk agents in all matters related to incidents created, monitor call progression for agents and quickly ascertain the agents current issue to acquire the correct KB to resolve said issue, support agents to ensure they stay within the required AHT (average handle time), provide approvals for Aux usage, KB selection, and escalations, ensured agent awareness of any current Major Incidents/Major Incident Candidates or procedural changes, serve as a mentor and advisor to team agents
- Managed call flow and responded to technical support needs of customers
- Provided base level IT support to non-technical personnel within the business
- Evaluated and responded to incoming requests for technical support assistance
- Resolved customer issues in a clear, courteous and straightforward manner
- Demonstrated professionalism and courtesy with customers at all times by providing excellent customer service
- Identified and solved technical issues with a variety of diagnostic tools
- Maintained high department standards for quality and productivity metrics
- Appropriately documented all transactions and pertinent interactions
- Described solutions to customers accurately and persuasively
- Used ticketing system to manage and process actions taken
- Resolve/Escalate service calls in a timely manner
Nix Medical, Specialty, Behavior Hospitals
HIM Manager
01.2016 - 01.2020
Job overview
- Team with facility department leaders in examining the applicable unbilled management reports, complete facility unbilled activities to include physician query and physician incomplete medical record follow-up in order to keep the unbilled at $1.5M or less
- Facilitate physician notification processes regarding medical record delinquencies while consistently exceeding delinquency goal of less than 15%
- Assist HIM Director in preparing for external agency reviews of the facility and serve on facility committee
- Devise strategies, goals, objectives, budgets, performance standards, and overseeing payroll administration relative to the facilities HIM operations
- Serve as medical records custodian in court cases involving subpoenas, affidavits, and certifications
- Served as EMR Administrator - Point of contact coordinating ticket requests and troubleshooting EMR related issues
- Internal liaison for end users by providing assistance and training on functionalities of the EMR
- Assess HIM systems for data quality, ethical practices, workflow queues, and provide expertise and support to new and existing clinical department systems to ensure that documentation requirements and compliance guidelines are met
- Serve as primary contact and assistant for external agencies that need on-site viewing of medical records
- Develop policies and procedures for record storage, retrieval, retention, destruction, and examine the release of patient data ensuring compliance with privacy and confidentiality guidelines and regulations
- Supervise daily operations in three facilities, boosting productivity and efficiency through operational workflow
- Onboarded new employees with training and new hire documentation
- Cross-trained existing employees to maximize team agility and performance.
- Performed annual evaluations and reviews of employees.
- Served as a mentor to employees and offered consistent feedback, provided education and updates as needed
Nix Medical Center, Nix Alamo Heights Clinic
HIM Supervisor
10.2005 - 12.2015
Job overview
- Represented clinic as custodian of medical records in court cases involving subpoenas, affidavits, and certifications
- Oversaw Coding for clinic, radiology, laboratory, and emergency room accounts
- Assisted in transitioning hospital from paper to electronic medical records
- Designed, tested, and implemented HIM EMR and Scanning/Indexing application
- Participated in forms bar-coding project, collecting all forms, creating DocType barcodes, and maintaining forms inventory spreadsheet
- Provided standardized policies and procedures, tools, resources, and education materials to facilitate EMR record analysis, prepping, scanning and QC
- Lead HIM staff training for prepping, scanning, and reviewing documents scanned into EMR
- Assisted with EMR application training for multiple end users to include HIM Departments, Physicians, Nurses, Ancillary, Patient Access, and Patient Financial Services
- Guided operation processes after EMR implementation to ensure clean transition for all facilities
- Promoted to HIM Manger
Nix HealthCare Hospital
HIM Technician
10.2000 - 10.2005
Job overview
- Maintained accuracy, completeness and security for medical records and health information.
- Assisted with coding Inpatient Birth and Delivery records
- Assisted with coding Inpatient Psych records
- Maintain Tumor Registry
- Process birth certificates as required by state law
- Assisted with ROI requests
- Promoted to HIM Supervisor
Education
Texas State UniversitySan Marcos, TX
Bachelor of Science from Health Information Management
LeaderQuestSan Antonio, TX
Computer User Support Specialist from ITIL, A+, Network+, Security+
Skills
- EMR Implementation
- Staff Leadership & Training
- Medical Records Management
- Data Analysis & Reporting
- Quality Review & Audits
- Proficient in help desk ticketing system such as ServiceNow
- Help Desk/Technical Support
- Microsoft Windows, Mac OSX, iOS
- Wired & Wireless Network
- Active Directory/Remote Desktop Utility
- Troubleshooting/Problem Solving
- Customer Service
Timeline
IT Help Desk Support
HCL America, Inc.
09.2020 - Current
HIM Manager
Nix Medical, Specialty, Behavior Hospitals
01.2016 - 01.2020
HIM Supervisor
Nix Medical Center, Nix Alamo Heights Clinic
10.2005 - 12.2015
HIM Technician
Nix HealthCare Hospital
10.2000 - 10.2005
Texas State University
Bachelor of Science from Health Information Management
LeaderQuest
Computer User Support Specialist from ITIL, A+, Network+, Security+
Similar Profiles
Ayushi PatelAyushi Patel
Senior Software Engineer - Data Engineer at HCL America, Inc.Senior Software Engineer - Data Engineer at HCL America, Inc.
Navid MashhadiNavid Mashhadi
Sr.Technical Lead/Program Manager at HCL America, Inc.Sr.Technical Lead/Program Manager at HCL America, Inc.
Sudhanshu ShekharSudhanshu Shekhar
Director at HCL Technologies/HCL America Inc.Director at HCL Technologies/HCL America Inc.