Summary
Overview
Work History
Education
Skills
Notable Accomplishments
References
Certification
Languages
Websites
Timeline
Generic
Michelle Ortiz

Michelle Ortiz

Miami,FL

Summary

Dedicated Project Management Professional (PMP) and Epic certified expert with over 10 years of experience in managing complex Healthcare IT projects within the Patient Access sector. Accomplished in leading cross-functional teams to deliver innovative solutions, enhancing both patient experience and operational efficiency. Proficient in building strong relationships with stakeholders, vendors, and project teams to ensure effective collaboration. Adaptable and quick to respond to changing environments, ensuring project success amid uncertainty and challenges. Passionate about sharing knowledge and experience with future professionals in a higher education setting, aiming to inspire and educate the next generation of leaders in healthcare technology and project management.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Business Process Consultant

Chartis
07.2024 - Current
  • Advise senior leadership on process improvements, enhancing patient access and workflow efficiency
  • Develop and implement scheduling systems, leading to significant operational improvements
  • Optimize referral management processes, resulting in measurable improvements in patient care
  • Focus on template management and registration quality, driving service delivery enhancements
  • Conduct in-depth analysis of operational bottlenecks, proposing data-driven solutions to streamline patient access and improve overall efficiency.

Epic Patient Access Project Manager, Digital Transformation

Walmart Health Centers
02.2024 - 05.2024
  • Orchestrated the integration of the Customer Success (Epic) developed roadmap into the overall product roadmap, ensuring alignment of priorities around Patient Experience and Omnichannel initiatives
  • Maintained and prioritized application backlog, collaborating with stakeholders to refine requirements and ensure alignment with business needs for Patient Access and Value Based Care teams
  • Established effective communication among team members for enhanced collaboration and successful project completion
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.

Principal/Sr. Project Manager

Bluetree Network/Tegria
09.2017 - 02.2024
  • Serve as Engagement Director, Engagement Manager and Project Manager on complex client engagements focused in omnichannel Patient Access Centers, Scheduling Transformation and Capacity Management
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals
  • Planned, designed, and scheduled phases for large projects
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution
  • Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets
  • Drafted project reports to identify successful outcomes, insights and future recommendations
  • Developed and implemented strategic project plans to meet business objectives
  • Facilitated workshops to collect project requirements and user feedback
  • Develop project management methodology and standards for Tegria Patient Access and Experience Team
  • Provide mentoring and coaching for internal team of consultants with their professional growth and development
  • Proposal and Statement of Work creation for Capacity Management and Scheduling Transformation engagements
  • Participate in sales meetings and events as subject matter expert for US based and international customers
  • Create new business offerings and value add solutions to enhance engagement outcomes and ROI
  • Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.

Senior Project Specialist

Care Optimize
Miami, FL
01.2017 - 09.2017
  • Led implementation of enterprise analytics platform, including data source definition, specification, and QA of ETL processes, cohort definitions, and workflow validation.

IT Manager, Patient Access Systems

Mount Sinai Medical Center
Miami Beach, FL
09.2015 - 01.2017
  • Led implementation of enterprise analytics platform, including data source definition, specification, and QA of ETL processes, cohort definitions, and workflow validation
  • Led and managed the Patient Access Systems team through a successful Epic Revenue Cycle implementation for a 750-bed facility
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems
  • Coordinated technical training and personal development classes for staff members
  • Promoted collaboration between cross-functional teams by integrating disparate systems into unified platforms for improved communication and workflow efficiency
  • Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization's IT landscape
  • Managed and motivated employees to be productive and engaged in work.

Application Coordinator Lead/Business Analyst

Leon Medical Centers
Miami, FL
08.2009 - 07.2015
  • Onboarded new employees with training and new hire documentation
  • Cross-trained existing employees to maximize team agility and performance
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels
  • Led the Cadence and Prelude team through a successful enterprise level Epic implementation across seven ambulatory health centers and nine ancillary facilities
  • Led the analysis, validation, design, build, testing and implementation of the Cadence, Prelude, Referral, and CRM modules
  • Managed the integration of Epic with transportation system for large transportation fleet (225 buses/3,000 trips daily)
  • Developed project management plans for cross-functional operational and technology projects
  • Gathered requirements using interviews, workshops, surveys, site visits, business use cases, and operational analysis
  • Planned resources and coordinated efforts of project team members and consultants in order to produce project deliverable according to project scope, schedule and budget
  • Analyzed project risks, impacts, and plan mitigation strategy
  • Produced the following deliverables for use by developers and management: Feasibility Studies, Business Process Maps, Business Requirements, Business Rules, User Stories, and Acceptance Test Plans
  • Produced Standard Operating Procedures for new implementations as required by the business unit.

Pilot Project Lead

Sage Healthcare Division
Gainesville, FL
03.2007 - 08.2009
  • Responsible for enterprise level pilot implementations (500+ user) and pilot criteria for each release
  • Managed Quality Controlled release period of various projects to ensure quality of the product while in pilot phase
  • Conducted national product roll out training for entire corporation
  • Created functional requirement and design documents for multiple product lines
  • Specialized in Community Health Center/FQHC market.

Implementation Specialist II/Regional Trainer

Health Choice Network, Inc
Miami, FL
02.2004 - 03.2007
  • Responsible for implementation of practice and clinical management system for member FQHCs
  • Accountable for coordination and implementation of add-on modules at existing centers including system setup, end-user training, system setup review and go-live support
  • Conducted site assessments, hardware assessments and training needs analysis as part of implementation process for new centers joining network
  • Created center project plans, work plans, and budgets for proposed system implementation
  • Created demos and presentations for potential clientele
  • Conducted training sessions for end-user staff throughout the network
  • Achieved consistent positive feedback from trainees by utilizing interactive learning techniques during sessions
  • Conducted regular assessments of participant progress throughout each course offering, identifying any areas requiring additional attention or intervention
  • Provided ongoing support to employees post-training session completion through follow-up communications and resources designed to reinforce learned concepts
  • Streamlined training processes for increased efficiency by collaborating with management to identify areas of improvement
  • Facilitated regional training events, resulting in improved team performance and collaboration across departments.

Education

Master in International Business -

Florida International University
Miami, FL
01.2004

Bachelor of Business Administration (BBA) in Management Information Systems -

Florida International University
Miami, FL
01.2002

Skills

  • Team Leadership
  • Training and Development
  • Project Management
  • Strategic Planning
  • Decision-Making
  • Group and individual instruction
  • Interpersonal Communication
  • Change Management
  • Learning Agility
  • Creativity and Innovation
  • Healthcare Project Management
  • Digital Transformation
  • Clinical Information Systems
  • Relationship Building
  • Stakeholder Engagement
  • Mentorship
  • Excellent Communication
  • Operational Excellence
  • Discussion Facilitation

Notable Accomplishments

  • Fast Pass Implementation, Walmart Health Centers, Project managed the implementation of Fast Pass across all 51 Walmart Health Centers for patients with SMS as a preferred method of communication. During the first week of go-live there was an 18% success rate of accepted offers with a weekly incremental increase of 2-5% three weeks post go-live.
  • Cross departmental Integrated Scheduling and Authorization Workflow Optimization, University of California Davis, Led the design and deployment of optimized operational and Epic workflows resulting in a 70% increase of referrals ready for scheduling, 97% reduction in clinical rework, and 90% improvement in staff utilization. To obtain these results 21 clinical workflows were assessed and optimized to align with overall project deliverables. Key deliverables included referral orders, decision trees, appointment request workqueues, and referral triage. In addition, Transcribe Order was implemented to align incoming referrals with internal referral processes to create one seamless scheduling and financial clearance workflow.
  • Provider Capacity Management Process Improvement and Analytics, Children's Hospital of Atlanta, Implemented enterprise-wide Template Management Governance Structure that included provider schedule template guidelines, template exceptions and visit type standards, and change request for template updates. To support the decision making stakeholders, a customized dashboard was developed merging Epic data with external data to provide insight on how scheduling templates are configured in comparison to provider targeted goals. This work resulted in a 21% increase in provider availability for appointment scheduling and a 23% decrease in the erroneous use of template exceptions that was creating extended appointment lead times.
  • New Implementation of Multi-Workstream Patient Contact Center, Cottage Health, Project managed the launch of a new contact center department. The key objective of this initiative was to deliver a contact center that was focused on positive and consistent patient experience. Aside from optimizing and centralizing scheduling and financial clearance Epic workflows, several additional workstreams played a big part in the success of the project. This included the coordination of third party vendors to support the installation of the telephony and workforce management systems, Human Resources to hire and staff the contact center appropriately, and clinical teams to incorporate nurse triage services.

References

References available upon request.

Certification

Project Management Professional (PMP) Certified

PMP #1624928

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Timeline

Business Process Consultant

Chartis
07.2024 - Current

Epic Patient Access Project Manager, Digital Transformation

Walmart Health Centers
02.2024 - 05.2024

Principal/Sr. Project Manager

Bluetree Network/Tegria
09.2017 - 02.2024

Senior Project Specialist

Care Optimize
01.2017 - 09.2017

IT Manager, Patient Access Systems

Mount Sinai Medical Center
09.2015 - 01.2017

Application Coordinator Lead/Business Analyst

Leon Medical Centers
08.2009 - 07.2015

Pilot Project Lead

Sage Healthcare Division
03.2007 - 08.2009

Implementation Specialist II/Regional Trainer

Health Choice Network, Inc
02.2004 - 03.2007

Master in International Business -

Florida International University

Bachelor of Business Administration (BBA) in Management Information Systems -

Florida International University

Project Management Professional (PMP) Certified

PMP #1624928

Michelle Ortiz