Monica Bocanegra

• Established foundational processes for business operations
• Build online retail store
• Created social media business accounts
• Facilitate customer service needs regarding questions, complaints, and fulfillment problems
• Oversaw preparation of marketing copy, images, videos, emails and other collateral.
• Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
• Created printed marketing materials designed to drive campaigns.
• Continually maintained and improved company's reputation and positive image in markets served.
• Directed marketing projects through conceptual planning, schedule management and final implementation.
• Considered business demands and customer preferences when developing pricing structures and marketing plans.
• Identified business development challenges and customer concerns for proactive resolution
• Evaluated suppliers to maintain cost controls and improve operations
• Devised and deployed sales and marketing tactics to drive strategic growth and support achievement of revenue goals

• Implemented COVID Vaccine outpatient clinic
• Assisted with pharmacy system builds, data validation and system testing.
• Offered implementation assistance for system projects through system development life cycle.
• Generated and reviewed reports to verify regulatory compliance.
• Prepared end-user documentation and permanent references for clear, concise information.
• Applied knowledge, data, information and workflow to develop evidence-based models for health information technology solutions.
• Evaluated and optimized clinical software, applying established and end-user feedback.
• Offered friendly and efficient service to customers, handled challenging situations with ease
• Identified issues, analyzed information and provided solutions to problems
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Analyzed electronic health records to identify areas for care improvement and cost reduction.
• Operated computer-based systems to retrieve and store information and records.
• Researched and validated clinical data.
• Worked closely with subject matter experts to develop solutions and improvements for clinical systems.
• Led, facilitated and attended focus groups and meetings to strategize workflow issues.
• Collaborated with team members to achieve target results
• Carried out day-to-day duties accurately and efficiently
• Served as liaison between end-users and health IT team.
• Implemented healthcare systems for patient status monitoring, quality tracking and home care management.
• Worked with product engineering team to define clinical requirements and assist with testing.
• Applied medical subject matter knowledge to improve IT systems and functions.
• Integrated decision support, clinical pathways and best practices into health information technology to enhance delivery of care and workflows.
• Used advanced health informatics knowledge and judgment to promote colleague involvement in planning, decision-making and evaluating outcomes.
• Consulted professional standards of care, scientific evidence and practice to evaluate health care programs.
• Incorporated quality improvement and safety-enhancing methodologies and tools to improve workflow processes,
• Collaborated with stakeholders to drive communication and coordination of health informatics activities and promote accountability.
• Conducted system analysis and implementation to maintain and improve computer systems.
• Performed system analysis, documentation, testing, implementation and user support for platform transitions.
• Resolved or escalated problem tickets to resolve user issues.
• Investigated system issues and implemented resolutions to reduce downtime.
• Provided client support on system operation and troubleshooting.
• Improved systems with addition of new features and infrastructure.
• Supported Meditech Applications:

-ADM- Admissions/Registration

-MIS- Management Information Systems

-CWS-Community-Wide Scheduling

-OE-Order Entry Management

-ITS-Imaging and Therapeutic Services

-LAB-Laboratory

-PHA-Pharmacy

-EMR-Electronic Medical Records

-HIM-Health Information Management

-NUR- Nursing

-EDM- Emergency Department

-B/AR- Billing Accounts Receivable

• Supervise, gather resources, and coordinate efforts of clinical core team members, third-party application specialist to deliver project according to plan
• Direct core team to define project scope, goals, and deliverables that support implementation goals to meet ARMC and Meditech objectives
• Effectively communicate project expectations to core team members, vendors, Meditech Application Specialists, and all stake holders in timely and clear fashion
• Perform cost estimate and benefit analysis for implementation justification
• Planned and scheduled project timelines, milestones, and deliverables using appropriate tools
• Identified and resolved issues and conflicts within project core team
• Liaison with core team members, other departments, users, and third-party application specialist to determine application requirements
• Prepared module specifications, process models, test data, and user documentation materials
• Collaborate with core team members to evaluate and recommend prototyping activities, develops strategies for design, testing, and implementation
• Performed consistent physician/users testing of prototype at regular intervals to determine risks analysis and appropriate mitigation action
• With each implementation, worked seamlessly with ARMC Billing and Accounting department to assure patient ICD-10 and CPT Codes were being received electronically and processed to bill patient insurance in timely manner
• Supervising/Leadership
• Overseen 9 employees consisting of 5 Clinical Assistants, 2 Systems Analyst, 2 Clerical Staff
• Assigned, and reviewed work; advised on work problems; interviewed, recommended for retention; approved leave time and work schedules, counseled on behavior problems, wrote, and signed work performance evaluations
• Managed and coordinated Meditech and Medical Practice Management applications training for 9 employees supervised
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Met with stakeholders to establish favorable business relationships and support mutually beneficial interests.
• Surveyed clients to ascertain requirements and expectations for product.
• Assessed business requirements to forecast annual budgetary operational costs.
• Identified process inefficiencies through gap analysis and outlined sensible solutions.
• Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Executed analysis of risks and identified risk mitigation strategies.
• Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.
• Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality.
• Conducted interviews with key business users to collect information on business processes and user requirements.
• Led cross-functional teams to analyze and understand enterprise-wide operational impacts and opportunities of technology changes.
• Assigned tasks to associates, staffed projects and updated involved parties to enhance optimal business flow.
• Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
• Meditech Medical Practice Management Ambulatory Suite Implementation, and departmental support of Meditech Applications belo
• PWM- Provider Workload Management
• AOM-Ambulatory Order Management
• E-Rx- Electronic Prescribing
• APR-Ambulatory Patient Record
• PBR- Physician Billing and Receivables
• ARM- Authorization and Referral Management
• CWS- Community Wide Scheduling
• ADM- Admissions/Registration
• MIS- Management Information Systems
• Continued support of Meditech Applications:
• OE-Order Entry Management
• ITS-Imaging and Therapeutic Services
• LAB-Laboratory
• PHA-Pharmacy
• B/AR-Billing Accounts Receivable
• EMR-Electronic Medical Records
• HIM-Health Information Management
• PACS-Picture Archiving Communication System (McKesson

• Helped end-users be more effective with using departmental applications
• Assisted with departmental System Analysts with development and administration of business application requirements
• Processed security access authorizations
• Gathered and documented application requirements and tested data
• Produced reports and application queries
• Supervising/Leadership:
• Oversaw 5 employees consisting of 5 Clinical Assistants
• Assigned, and reviewed work; advised on work problems; interviewed, recommended for retention; approved leave time and work schedules, counseled on behavior problems, wrote, and signed work performance evaluations
• Managed and coordinated Meditech and Medical Practice Management applications training for 5 employees supervised.
• Identified needed business improvements and determined appropriate systems required to implement solutions.
• Organized system operating procedures to strengthen controls.
• Tracked feedback at all levels and researched resolutions for common concerns.
• Assessed business requirements to create focused solutions.
• Consolidated business rules for system enhancements.
• Educated stakeholders on data protection tactics to reduce breaches.
• Researched and adopted new technologies to add value to existing offerings.
• Gathered, reviewed and reported on findings.
• Enhanced interfaces to promote better functionality for users.
• Improved systems with addition of new features and infrastructure.
• Created and maintained standard operating procedures governing system functions and features.
• Enhanced and reconstructed computer systems to increase efficiency.
• Collected, defined and analyzed business requirements.
• Produced charts and diagrams to assist with problem analysis.
• Investigated system issues and implemented resolutions to reduce downtime.
• Monitored employee tasks to gauge business functions and inefficiencies.
• Presented business leaders with ROI estimations to drive project planning.
• Trained business personnel in use of systems.
• Developed diagrams to describe and lay out logical operational steps.
• Helped deploy system enhancements to improve field operations.
• Managed/Supported following Applications:
• OE-Order Entry Management
• B/AR-Billing Accounts Receivable
• ITS-Imaging and Therapeutic Service
• LAB-Laboratory
• PHA-Pharmacy
• EMR-Electronic Medical Records
• HIM-Health Information Management
• PACS-Picture Archiving Communication System (McKesson)
• Meditech Medical Practice Management Ambulatory Suite Implementation, and departmental support of Meditech Applications below:

-PWM- Provider Workload Management

-AOM-Ambulatory Order Management

-E-Rx- Electronic Prescribing

-APR-Ambulatory Patient Record

-PBR- Physician Billing and Receivables

-ARM- Authorization and Referral Management

-CWS- Community Wide Scheduling

-ADM- Admissions/Registration

-MIS- Management Information Systems

• Researched and troubleshooting desktop computers, local/wide area networks
• Evaluated data processing needs and hardware/software requirements
• Performed server backups
• Troubleshoot Helpdesk tickets
• Supported Microsoft networked desktops, maintained and supported networking functions
• Installation, configuration of desktop computers, and printers.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Installed, modified and repaired software and hardware to resolve technical issues.
• Provided basic end-user troubleshooting and desktop support.
• Explained technical information in clear terms to promote better understanding for non-technical users.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Worked with customers to understand needs and provide excellent service
• Exceeded goals through effective task prioritization and great work ethic
• Compiled and accurately entered data for each customer encounter to record in system.
• Monitored systems in operation and quickly troubleshot errors.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Provided on-call support for critical issues related to Meditech.
• Patiently walked individuals through basic troubleshooting tasks.
• Trained and supported end-users with software, hardware and network standards and use processes.
• Assisted with updating technical support best practices for use by team.
• Devised solutions to operations issues related to Meditech, working closely via phone, email, live chat and web teleconference.
• Activated accounts for clients interested in new services.
• Configured hardware and granted system permissions to new employees.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Developed and maintained courteous and effective working relationships
• Used critical thinking to break down problems, evaluate solutions and make decisions

• Proficient navigation of Meditech Imaging System (ITS) application, and Siemens Archiving Communication System (PACS) systems
• Responsible for checking “In” and “Out” of all patients, using Meditech ITS system
• This includes requesting, receiving, and distributing various documentation and requisitions, (i.e HIPPA forms, release of information, consent forms, etc.)
• Answered phone calls from patients in professional manner who wanted to schedule or reschedule radiology exams
• Registered Radiology patients using Meditech Registration application
• Notified department of patient arrival of their appointment
• Maintained daily schedules of all Radiology Modalities (C.T., General Radiology, Ultrasound, Mammography and Bone Density consisting of cancellations, no shows, scheduling, and re-scheduling of patients using Meditech Community Wide Scheduling application
• Printed and maintained Radiology Requisitions for next day schedule
• Performed general office duties; faxing, filing, copying, ordering of office supplies and use general office equipment
• Ordered and restocked all necessary office supplies for radiology office.
• Performed data entry of radiology information
• Obtained authorization and processed referral for patient examination using Meditech Authorization Referral Management application
• Typed simple correspondence for patients and physicians relating to Radiology exams and procedures.
• Configured security settings and granted system access to groups and individuals.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Performed root cause analysis and general troubleshooting.
• Provided PACS support to Radiology and Inpatient doctors in 24/7 uptime environment, often working double shifts to accommodate time zones.
• Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
• Monitored systems in operation and quickly troubleshot errors.
• Tracked problematic system errors by implementing various user support tracking metrics.
• Implemented care and efficiency improvements to support and enhance office operations.
• Efficiently performed insurance verifications, pre-certifications and pre-authorization functions.
• Taught patients about medications, procedures and care plan instructions.
• Oriented and trained new staff on proper procedures and policies.
• Maintained detailed records of test results by entering data and patient information into computer.
• Performed clerical duties, such as word processing, data entry, answering phones and filing.
• Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
• Liaised with patients and addressed inquiries, appointment requests and billing questions.
• Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
• Explained procedures to patients to reduce anxieties and increase patient cooperation.
• Verified paperwork accuracy and checked for completion prior to processing.
• Organized, reviewed and filed paperwork for secure recordkeeping.
• Greeted every guest with personable approach and provided knowledgeable service.
• Ordered supplies based on stock quantities, expected usage and budget limitations.
• Processed registrations with attention to compliance with operational policies and HIPPA standards.
• Updated computer system with latest information to keep records current and accurate.
• Trained junior staff on office procedures and regulatory requirements.
• Secured confidential patient information from unauthorized access.
• Retrieved medical data for physicians and patients.
• Generated medical reports on patient admissions, treatment and discharge for disbursement to various departments.
• Responsible for image workflow, auto routed, installed, configured, tested, maintained, monitored, performed backups and troubleshooted associated devices and Siemens PACS software
• Supported Arrowhead Regional Medical Center Siemens imaging system resources, digitized outside patient films, and mapped activities, which included PACS user accounts, security, documentation of procedures, definition, and implementations
• Interacted with staff and Siemens vendors as resource consultant, provided troubleshooting, issue resolution and user feedback
• Collaborated with Arrowhead Regional Medical Information Management Department to manage installation, upgrades, maintenance, and repair of all desktop software across organization
• Managed and coordinated all PACS hospital staff training, determined needs and effectiveness of training/assessments.