Customer Service Medical

Professional Experience

Research Analyst II Vanderbilt University- Institute of Medicine and Public Health Nashville, TN

September 2013- Present

Aid in the coordination and improvement of research procedures and techniques, including recruiting and interviewing study patients, assisting in the development and translation of study materials to be distributed to patients and clinicians, maintaining study databases and files, and helping improve data collection procedures and techniques.

Conducted group sessions with TN Department of Health (TDOH) staff which involved presenting core study concepts as well as any study updates while also acting as a “standardized patient” in (TDOH) training sessions conducted with Vanderbilt clinicians.

Trained Research Analysts, technical support staff, and Medical student assistants working within the PRIDE study. Assuring their quality of the study is maintained during training process and Analysts are able to perform duties accurately and on a timely manner.

Collect data from PRIDE study patients and (TDOH) clinicians and staff. Organize data in patient files; electronic spreadsheets, tables, and charts; and RedCap. Evaluate data and develop reports and manuscripts demonstrating trends and conclusions derived from study data.

Assisted in the preparation of manuscripts for publication, including data analysis, drafting abstracts, and composing manuscripts for submittal to academic and professional journals for publication.

Coordinate maintenance of PRIDE study spaces in four TDOH clinics and the Vanderbilt office, including planning how to use study space in the clinics; managing inventory of study materials, posters, and supplies; and ordering needed supplies and equipment.

Reviewed academic and professional journals and attended bi-weekly PRIDE study meetings and study-related training events in order to keep current with the latest developments in the medical field.

New Task & Responsibilities as of February 1st, 2016

Serves as primary study coordinator for the PRIDE Study, schedule bi-weekly Pride meetings with PI, faculty, research teams, and support staff

Develop and manage interim reports for principal investigators and collaborating partners

Ensure projects are executed successfully and completed within time frames to meet research objectives.

Supports PI and staff in writing and editing technical reports and manuscripts for publication or presentation

Serve as a Liaison and point of contact for the statisticians in the management and preparation of data and Analysis, RedCap administration

As of May 10th, 2015

Design, create and revise The PRIDE Study website containing current research instruments and PRIDE Toolkit for public access

Assists the PI in development of materials and tools necessary to appropriately train individuals involved in the health management of Diabetes through the creation of teaching modules and videos

Develop CME Content for medical Providers through the CME office by creating a page with Pride modules for educational access to medical professionals

Preparing for study closure and archiving

Assists Principal Investigator with scientific and compliance reporting requirements in accordance with Federal regulations and Vanderbilt’s policies and procedures.

Provide technical support to healthcare providers accessing electronic materials from different locations

Research Analyst I Vanderbilt University- Institute of Medicine and Public Health Nashville, TN

July 2012- September 2013

Aid in the coordination and improvement of research procedures and techniques, including recruiting and interviewing study patients, assisting in the development and translation of study materials to be distributed to patients and clinicians, maintaining study databases and files, and helping improve data collection procedures and techniques.

Conducted group sessions with TN Department of Health (TDOH) staff which involved presenting core study concepts as well as any study updates while also acting as a “standardized patient” in (TDOH) training sessions conducted with Vanderbilt clinicians.

Trained Research Analysts, technical support staff, and Medical student assistants working within the PRIDE study. Assuring their quality of the study is maintained during training process and Analysts are able to perform duties accurately and on a timely manner.

Collect data from PRIDE study patients and (TDOH) clinicians and staff. Organize data in patient files; electronic spreadsheets, tables, and charts; and Redcap. Evaluate data and develop reports and manuscripts demonstrating trends and conclusions derived from study data.

Research Assistant Picture Rx Nashville, TN

September 2010-June 2012

Work closely with Project’s Research Coordinator and Chief Technology Officer/Principal Investigator to recruit and enroll patients in an NIH-funded study, which seek to improve medication use among Latino patients through the evaluation of patient education and health literacy intervention.

Recruit and enroll Spanish & English-speaking patients and allocating their control and intervention selection during the process as well as providing them with study related information and materials.

Conduct surveys and interviews with patients during enrollment and follow up questions with almost 90% patient retention. Achieving the highest recruitment numbers among all research analysts.

Keep good report and customer service standards at each recruitment site

Adhere to NIH protocol and IRB regulations; maintaining proper training and up to date IRB certification for the length of the study.

Collect patient information and results and keep electronic spreadsheet updated and ready for conclusions

Vast statistical knowledge for organizing and interpreting descriptive and inferential data

Maintain quality assurance and adherence to study protocol; ensuring every patient met criteria for the project and evaluating their possible mental stability to comply with the study.

Travel to sites for recruitment in Middle Tennessee and Miami, FL

Assist the Research Coordinator and Principal Investigator with other study-related tasks; seeking new sites for recruitment in Miami, FL and completing Latino recruitment of 200 patients in 6 weeks.

Collaborate and draft initial abstract and manuscript for final article submission to professional medical Journal

Census Crew Leader U.S. Department of Commerce Nashville, TN

February 2010- September 2010

Supervised and control 18 census enumerators for successful completion of National operation.

Create strategically plans for successful workdays for each area around Middle Tennessee

Submit daily and weekly production reports with accurate information to regional office

Be on call during the whole operation, including weekends to take care of possible needs.

Assist enumerators with difficult situations and ensure quality control in the process of their duties.

Respond to complaints and other emergency situations daily

Attend daily planning meetings with staff and supervisors to ensure control of the operation in the area.

Key task assignments properly given to each enumerator based on character and potential.

Operation was completed in record time with most information from all Middle Tennessee recruitment crews.

Radiology Technologist University of Miami – Jackson M. Hospital Miami, FL April 2006-August 2009

Pediatric Intensive Care Unit lead technologist: Performing all types of Routine radiologic examinations

Perform preventive maintenance on emergency equipment and daily checks on machinery.

Assist with patient and family education as well as keep a pristine relationship with staff and patient care services

Assist radiologist during interventional procedures- Wide knowledge of Cath labs and Fluoroscopy.

Skilled in a variety of x-ray machines including but not limited to: Siemens, Picker AEC machines. Photo-timers, Manual Control and Digital, PACS System.

Create and submit daily and weekly productivity reports for floor supervisor and management.

Complete weekly inventory of supplies for the department as well as maintained track of films and other necessary equipment for daily productivity of a 3,000 hospital bed facility.

Patient Account Specialist Jackson M. Hospital Miami, FL

June 2002- August 2008

Involved in direct patient contact providing excellent customer service in a patient financial department. Participating in financial counseling as well as updating financial database systems, registrations records, insurance verifications, retrieval of medical bills, and audits of disputed charges as well as system generated errors

Indigent charity care programs: Collecting all necessary documentation needed to submit patient applications for state and local programs for funding medical treatment and services. Patient referral to other available programs

Adjusting and collection- Collecting calls and mail to patients, reminders of pending balance, write-offs.

Responsible for developing and updating benchmarking reports concerning patient walk-ins and over all office productivity and collections, as well as updating systems information regarding source of funding and insurance.

Worked closely with attorneys and legal departments in the pursuit to receive uncollected revenue from accidents and lawsuits, providing updated medical charges, patients contact information, obtaining patient’s consent and release forms, and file preparation for litigations and court trials.

Customer service- Keeping a cool disposition in tense environments and addressing each patient needs according to their budget and economic situation. Large population of indigent and underserve patient population to take care as walk-ins daily.

Education

Vanderbilt University 2015-Present (Expected Grad May 2016) Nashville, TN

MA: Liberal Arts & Science

Graduate Certificate: Global Health

Lipscomb University 2012-2014 Nashville, TN

BA: Integrated Studies concentrations: Biology and Applied Ethics

University of Miami – Jackson M. Hospital 2004-2006 Miami, FL

School of Radiologic Sciences

Radiology Technician Certificate 2006 -ARRT Certified Current since 12/2010 -CPR Certified, since 2004

Miami Dade College 2002-2004 Miami, FL

AA: Biology

Languages

Spanish: Native Speaker

Portuguese: Conversational

Skills

Skilled in delegating tasks and motivating others, team building, Leadership

Video Editing (Camtasia, cutpro), Photoshop

Grant writing, budgeting, IRB

Website design (Barista, Site builders, Omni)

RedCap – Creating projects, report management, data books (4 years)

Design and Creation of Educational Modules (Adobe Captivate, Microsoft Office Suite)

Extracurricular Activities

Make a Wish Foundation of Middle Tennessee 2010-Present Nashville, TN Serve the Latino Community by granting wishes to children with a life threatening illness as a wish granter. Top responsibility is to assist the wish child and their family and ensuring their needs are met in accordance with the foundation’s policy. Reach out to potential candidates and complete paper work as well as maintain a full time commitment to the family and any needs they may have until their wish comes true. Worked as an interpreter for Hispanic families that lacked language skills in completing paperwork and other requirements for a wish. Assure the wish child is able to receive the best care the foundation can offer and make their wishes come true. Submit reports about the family experience, expenses and other to the central office for approval.

Juvenile Diabetes Research Foundation (JDRF) 2009-Present Nashville, TN Volunteer by helping in the preparation, duration and completion of events throughout Middle Tennessee. Organize donations, send invitations, maintain spreadsheets and account balances, attend meetings and fundraising gatherings.

Medical Mission (Honduras-Guatemala) 2002-Present Serve as a medical interpreter and clinical Aid in several missions in Central America since 2002. Aiding foreign medical teams from all around the country and guiding them around Honduras and Guatemala, during a 4 week medical missions in underserve areas. Used teaching materials and visuals to bring awareness to local communities about sanitation, vaccination and STD prevention; engage community leaders to practice and implement low cost prevention plans within their community and child population.

Meharry-Vanderbilt Student Association (MVSA) 2015-Present Nashville, TN Co-President: Serve as a student liaison between Meharry and Vanderbilt. Community service around Nashville with the engagement of graduate students and other student organizations

Publications

Mohan A, Riley MB, Boyington D, Johnston P, Trochez K, Jennings C, Mashburn J, Kripalani S (2013) Development of a Patient Centered bilingual prescription drug label. Journal of Health Communications Sup 1: 49-61

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