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Customer Service Manager

San Antonio, Texas, United States
January 24, 2018

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Patricia Wertz, MSN

***** ***** ******** *****

San Antonio, Texas 78261



DIRECTOR OF CLINICAL INFORMATICS, North Central Baptist Hospital, 2014 - 2017

Direct all clinical workflow for a 429-bed hospital. Inclusive of spearheading projects for technology conversions, staff education, and change management processes. Manage the workflow and user-proficiency for physicians, clinical teams, committees, and hospital administration.

Provide clinical knowledge to IT department to improve upgrades, implementations, and end-user support

Manage the development and assessment of clinical information systems by performing routine clinical rounding, obtaining staff feedback, and conveying results to IT staff for process improvements

Monitor technology solutions and report trends to leadership for optimizing patient care outcomes

Optimize clinical workflows to improve efficiency and standardize clinical data for reporting analytics

Partner with technology in the fulfillment of design requests to produce and maintain integrity in standards related to regulatory, system, and content requirements, and provide leadership for clinical informatics and meaningful use across the organization

Create user-education processes of system conversions from McKesson to Cerner

Deliver super-user training to clinicians to enhance quality system usage, for better patient outcomes

Coach the organization on the governance and structure required to support ongoing optimization and evolution of the EMR, to maximize expected financial and clinical outcomes

Improve patient experience through patient centric workflows, expanding loyalty and satisfaction

Optimize system usability by researching clinical roles during software and hardware implementations

Conduct training to support physicians utilizing computer order entry and electronic documentation

Identify patient care delivery models and clinical standards for translation into system design necessities

Provide documentation and system recommendations for construction projects, including a 60 bed NICU; 28 bed Oncology Unit with 6 bed Infusion Therapy; 12 bed Acute Rehab; and an Orthopedic Hospital with 30 bed medsurg, inclusive of 6 ORs, 15 bed PACU, 18 bed Pre-Op, Pre-Admission Testing, and Registration

CLINICAL INFORMATICIST, North Central Baptist Hospital, 2012 - 2014

Provided ongoing support for San Antonio market, including nursing documentation and education for physicians and staff

Offered instruction and support for new and existing applications and upgrades

Implemented and provided instruction for McKesson Horizon Clinicals

Marketed clinical applications to all potential and active end-users

Assisted with work flow analysis of current and future state

Served as a liaison between the end-user and Information Service resources

Communicated and interfaced with the administration team, directors, physicians, nurses, and ancillary staff

Provided new physician one-on-one training in multiple facility and system applications

Provided physician office staff with training in relevant applications

Rounded daily on all units to address any concerns of physicians and staff, assisting with IS request forms

Encouraged, instructed, and supported provider adoption of CPOE

ACCCOUNT MANAGER, Aria Medical, 2007 - 2010

Responsible for marketing, customer service, and sales for 15,000 accounts including hospitals, military, educational facilities and clinics.

PEDIATRIC ICU CHARGE NURSE, North Central Baptist Hospital, 2004 -2005

Charge nurse and team leader for 10 bed Pediatric Intensive Care Unit.

MANAGER OF GENERAL PEDIATRIC UNIT, North Central Baptist Hospital, 2000 -2004

Responsible for the day to day operations of a 28 bed Pediatric Unit, for a total of 35 FTE’s.

Faculty member for the Common Pediatric Emergencies Conference (2003 & 2004).

Speaker for the Common Pediatric Emergencies Conference (2003 & 2004).

Pediatric Advanced Life Support Assistant Coordinator, Instructor and Instructor Trainer.

Developed and Implemented Pediatric Unit Competency Program

PEDIATRIC UNIT CHARGE NURSE, North Central Baptist Hospital, 1999 -2000

Charge Nurse and Team Leader for 28 bed Pediatric Unit.

FLEX POOL RN, Christus Santa Rosa Children’s Hospital, 1997 - 1998

Provided nursing care in a cluster of pediatrics units to include general pediatrics, orthopedics, neurology and special medicine.

FLEX POOL RN, United Medical Center, 1995 - 1996

Provided nursing care in all units of the hospital, inclusive of Ortho/Neuro, Telemetry, General Surgery, Pediatrics, Step-Down, Medical, Oncology, and Post Partum.

Charge Nurse, Cheyenne Health Care Center, 1994 -1995

Functioned as the sole RN for a 56 bed long-term care unit and the management of 20 FTE’s.

Led nursing for Medicare patients.

Spearheaded Joint Commission preparedness plan resulting in full accreditation


Sigma Theta Tau

AMIA – American Medical Informatics Association


Masters of Science in Nursing, Walden University RN-MSN Program, 2017

RN, Diploma, St Vincent’s Hospital School of Nursing, New York City, New York, 1994

Bachelor of Fine Arts, Auburn University, Auburn, Alabama, 1991

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