Michele Morales
Summary
Detail-oriented telehealth professional with over 2 years of experience providing comprehensive support for telehealth services to veterans. Proficient in setting up and troubleshooting telehealth equipment, as well as training new staff. Experienced in managing telehealth operations, scheduling appointments, and optimizing processes to enhance patient care. Strong technical skills combined with effective patient interaction and independent judgment, capable of executing duties across multiple care sites.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Telehealth Clinical Technician
Veteran's Health Administration
06.2022 - Current
- Serves as an imager and manager of clinical data for store and forward telehealth (SFT) clinical encounters including tasks such as capturing images, collecting data and transmitting them electronically for clinical review in accordance with VHA national guidelines.
- Maintains knowledge of and skill in applying extensive body of rules, procedures, and operations in telehealth-related technologies and a variety of computer hardware and software used for telecommunications, data entry and retrieval, record maintenance, document and report generation.
- Ensures patient care is delivered safely by following
appropriate procedures for the cleaning of clinical equipment and the care environment while following all patient safety guidelines, protocols, and procedures. - Evaluates telehealth operations and supporting performance improvement efforts, scheduling telehealth appointments,maintaining, and troubleshooting telehealth equipment to ensure optimal performance and reliability.
- Successfully trained and certified newly assigned VA staff at New Braunfels VA and Walzem VA clinics on Store-and-Forward TeleDermatology and TeleEye, enabling them to effectively manage their own clinics.
- Collaborates effectively as a team player by providing coverage at multiple VA locations, including Northwest VA clinic 1&2, Balcones Heights VA, North Central Facility, North Bexar VA, and Audie Murphy VA.
Patient Access Representative
Christus Santa Rosa Hospital
02.2021 - 10.2021
- Served as initial point of contact for patients and guests.
- Maintained the efficient workflow of all front office functions including appointment scheduling, medical records, patient registration, insurance verification, and checkout.
- Ensured Registration and pre-registration for Ambulatory Care Services; Interview patients to obtain necessary information for billing purposes, financial screening of patients and process documents to establish source of payment, and preparation of registration packets and patient visit.
- Appointed lead for point of contact for information distribution to team members on common day to day issues such as schedule changes and front desk coverage to ensure patient experience and care met the mission, values and vision of Christa Rosa.
- Utilized practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment.
Program Specialist, Research Dept.
Veterans Affairs, Veterans Health Administration
04.2019 - 12.2019
- Provided support for the Million Veteran Program (MVP): A partnership with veterans, which aims to create resources within the VA that would allow researchers to conduct genetic research studies
- Recruited Veterans to participate in the Million Veteran Program; program has developed an impressive informatics infrastructure to ensure secure, efficient access to data for authorized researchers
- Managed day-to-day activities of MVP, including all actions related to overseeing MVP personnel, enrolling and consenting patients, the proper collection of data, and maintaining records for approximately 4,000 participants per year
- Provided regular briefings to new hires within the Veterans Health Administration
- Implemented Standard Operation Procedures for reviewing documentation completed by MVP personnel for accuracy and completeness of all local site documentation and records in the Investigator Study File.
Medical Health Technician
Veterans Administration Medical Center
11.2017 - 04.2019
- Monitored vital signs, recognized changes and recorded these changes in CPRS and alerted the Physician as needed
- Assisted medical staff in accomplishing treatment tasks and accommodating patients' treatment needs
- Assisted physician with suture removal, cleaning of wounds and dressing changes for follow up patients within the Wound clinic
- Appointed Champion of the Material Safety Data Sheet book; ensures hazardous material sheets for Podiatry area are up to date
- Managed the responsibility as the Super user for Track-Core; a web-based software solution to track biologic implants for the Podiatry/Wound Clinic
- Partnered with healthcare and administrative staff to create patient-centered, inviting and supportive environment for patients and families.
- Monitored inventory levels of supplies, equipment and reagents used and placed orders for replacements.
Legal Administrative Specialist
VA Regional Benefits Office
10.2013 - 07.2017
- Effectively listened and communicated via telephone and in-person with claimants in order to counsel Veterans, their dependents and beneficiaries regarding a full array of benefits available through the Veteran's Affairs.
- Provided detailed information on various veteran benefits programs that included but not limited to the following: compensation and pension benefits, explanation of the integrated disability evaluation program (IDES) process, health care, life insurance, burial benefits, and education service.
- Performed claim related work that consisted of; change of address, direct deposit, burial allowance, verification of status of dependents, first notice of death and basic inquiries of VA benefits.
- Provided claimants appropriate status of claims, Appeals and any follow up inquiries as needed.
- Trained and mentored over 35+ newly hired Legal Administrative Specialists.
- Assumed responsibility as the dependency pilot specialist; provided subject matter expert opinion on pilot program feasibility to organizational higher-ups.
Education
Master of Science - Healthcare Management - Informatics
Colorado Technical University
Colorado Springs, CO10.2020
Bachelor - Health Science
South University
05.2013
Skills
- Certified S&F TeleDermatology & TeleEye Preceptor
- VA Healthcare programs; Vista capture , Vista Display, Vista GUI & CPRS
- Strong time management skills
- Great communicator with excellent interpersonal and organizational skills
- Outstanding work ethic
- Manage multiple tasks simultaneously
Certification
- Clinical TelePresenting - Aug. 2023
- Store & Forward Preceptor Program -TeleDermatology & TeleEye - Nov. 2023
- Virtual Aspiring Supervisor Program - May 2024
- Clinical Video Telehealth Certified - Sept. 2024
Timeline
Telehealth Clinical Technician
Veteran's Health Administration
06.2022 - Current
Patient Access Representative
Christus Santa Rosa Hospital
02.2021 - 10.2021
Program Specialist, Research Dept.
Veterans Affairs, Veterans Health Administration
04.2019 - 12.2019
Medical Health Technician
Veterans Administration Medical Center
11.2017 - 04.2019
Legal Administrative Specialist
VA Regional Benefits Office
10.2013 - 07.2017
Master of Science - Healthcare Management - Informatics
Colorado Technical University
Bachelor - Health Science
South University
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