Yissel Fernandes
Middleborough
Summary
Results-driven healthcare operations leader with a strong background in managing urgent care operations in high-volume settings. Specializes in optimizing multi-site workflows, guiding cross-functional teams, and enhancing operational performance. Focused on workforce management, process improvement, and compliance to elevate patient care quality and align operations with organizational goals.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
Practice Manager /Call Center Operations Manager
Mass General Brigham Urgent Care
Westwood
12.2022 - Current
- Led daily operations across urgent care center and call center functions, supporting high patient volumes in a fast-paced clinical environment
- Led operational leadership for clinical support staff and call center teams, partnering with providers to enhance care delivery across multiple sites
- Drove workflow optimization initiatives to improve throughput, reduce bottlenecks, and enhance patient access and experience
- Monitored operational performance metrics, including call volume and patient flow, and implemented targeted strategies for improvement
- Coordinated multi-site operations to maintain consistency in workflows, staffing coverage, and patient experience standards
- Oversaw recruitment, onboarding, performance management, and staff development across operational teams
- Ensured compliance with organizational policies, OSHA, and HIPAA standards across clinical and administrative operations
- Conducted safety audits and proactively mitigated operational risks
- Collaborated with leadership to advance quality initiatives and align with system-wide operational goals
Schedule Coordinator
Mass General Brigham Urgent Care
Boston
10.2022 - 01.2023
- Developed and maintained staff schedules, ensuring adequate shift coverage.
- Coordinated employee schedules, achieving optimal shift coverage.
- Coordinated with department managers to assess staffing needs and adjust schedules, enhancing coverage.
- Resolved scheduling conflicts and addressed last-minute changes promptly to minimize disruption.
- Maintained up-to-date documentation of schedule changes to support accurate payroll processing.
- Monitored employee attendance, vacations, and leave requests to maintain accurate records.
- Fostered open communication with employees about scheduling preferences or concerns.
- Provided support during peak periods by filling in for absent staff members.
- Managed payroll and timesheets for over 100 employees, ensuring accurate and timely processing.
Certified Medical Assistant/ Center Lead
Mass General Brigham Urgent Care
07.2022 - 01.2020
- Perform phlebotomy and administer medications.
- Assisted providers with lacerations, wound care, dressing changes, and GYN exams to enhance patient care quality.
- Triage patients and collect vital signs.
- Collect point of care testing and COVID-19 nasopharyngeal/mid-turbinate swabs and flu swabs.
- Obtain ancillary testing such as oral/urine toxicology, strep cultures, and EKGs.
- Managed PPE and supply inventory, guaranteeing availability and safety during patient care.
- Maintained equipment and stock in exam rooms, ensuring readiness for urgent care visits.
- Multi-task with multiple providers and work extended hours.
Per Diem- Lead MA/ PSC
Mass General Hospital- Respiratory Illness Clinic
03.2020 - 01.2020
- Coordinated daily setup and breakdown of Respiratory tent, ensuring smooth operations and readiness for patient care.
- Assisted employees in donning and doffing PPE in Respiratory clinic/tent to ensure safety and compliance.
- Managed inventory of PPE and supplies, ensuring availability to meet clinic demands.
- Coordinate needs between clinic and respiratory tent i.e. Forms, lab slips, supplies.
- Collected patient vital signs in clinical setting to monitor and assess health status.
- Perform phlebotomy and electrocardiograms.
- Directed traffic flow at event locations to ensure safety and efficiency.
Certified Senior Medical Assistant/ Phlebotomist
Mass General Hospital
Charlestown
10.2018 - 01.2020
- Assist providers during procedures such as Pap Smears, Colposcopy, wound/dressing changes, and point of care testing.
- Floated to laboratory for phlebotomy and venipuncture, enhancing patient care through timely sample collection.
- Collected vital signs, screened questionnaires, and processed medication refills to support patient care.
- Administered medications to patients according to prescribed guidelines.
- Obtain ancillary testing such as oral/urine toxicology, strep cultures, and EKGs.
- Maintain equipment and stock in the exam room, ensuring smooth office visits for patients.
- Coordinated with multiple providers during urgent care, ensuring prompt patient service and continuity of care.
- Reviewed charts, ancillary reports, and diagnostic studies for daily huddles, supporting providers in making informed clinical decisions.
Medical Assistant/ Administrative Assistant
Dermatology Consultants At Newton Wellesley, P.C.
05.2016 - 01.2018
- Triage patients and review allergies and medications to ensure safe and effective treatment.
- Assisted physicians during patient examinations and surgical procedures, ensuring efficient workflow.
- Prepare rooms for patient examinations and surgical procedures.
- Prepare anesthetic medication for daily procedures.
- Check in and out patients at front desk to maintain accurate appointment management and enhance patient experience.
- Tracked patient follow-ups, answered phone calls, and scheduled appointments to maintain continuity of care.
- Managed patient medical records and processed insurance referrals, facilitating streamlined patient access to services.
- Collect co-payments from patients at front desk to facilitate smooth financial transactions.
Education
B.S. - Health Administration
Southern New Hampshire University
Hooksett, New Hampshire06.2026
Certified Medical Assistant -
Lincoln Technical Institute
Somerville, MA02.2018
High school Diploma -
Fenway High School
Boston, MA06.2016
Skills
- Healthcare operations
- Operations management
- Workflow optimization
- Experience improvement
- Quality & Safety Initiatives
- Performance Management
- Process Improvement
- Regulatory compliance
- Budget management
- Operational strategy
- Workforce planning
- Cross-Functional Leadership
Languages
- Spanish
- Portuguese
- English, Fluent
- Spanish, Native
- Portuguese, Intermediate
Certification
Lean for Leaders Certified
Timeline
Practice Manager /Call Center Operations Manager
Mass General Brigham Urgent Care
12.2022 - Current
Schedule Coordinator
Mass General Brigham Urgent Care
10.2022 - 01.2023
Certified Medical Assistant/ Center Lead
Mass General Brigham Urgent Care
07.2022 - 01.2020
Per Diem- Lead MA/ PSC
Mass General Hospital- Respiratory Illness Clinic
03.2020 - 01.2020
Certified Senior Medical Assistant/ Phlebotomist
Mass General Hospital
10.2018 - 01.2020
Medical Assistant/ Administrative Assistant
Dermatology Consultants At Newton Wellesley, P.C.
05.2016 - 01.2018
B.S. - Health Administration
Southern New Hampshire University
Certified Medical Assistant -
Lincoln Technical Institute
High school Diploma -
Fenway High School