DORIS SANTANA

**** ******** **** *** ***, Champaign, IL 61822 217-***-****

ad1wyx@r.postjobfree.com

Professional Public Health Services Manager

Passionate and pioneering public health professional with experience in facilitating health promotion and disease prevention by providing individual support to meet diverse needs. Proficient in program support, solid research abilities, and working with culturally diverse communities. Bilingual in Spanish and English. Prepared to leverage education, experience, and strengths to take on a dynamic position with long-term potential. Collaboration with leading organizations include facing mission-critical challenges, developing quality improvement, strategic planning, and united effort to support public health essentials and millennium developmental goals.

Health Educator

Public speaker

Strategic planning

Medical terminology

Proficiency

Cross-Functional Expertise

Case-management

Electronic Health Records

Public Health Advisor

Clinical compliance

Communicable

Disease Knowledge

Medical Administration

Activities

Provider Relations

Facilitation

Policy and program

development

HEDIS and UDS Measures

Community Health

Improvement

Data collection and

management

Interpreter: Bilingual in

English and Spanish

Professional Summary

Public Health Advisor and health care professional with 30 years of expertise in community health including private sector, insurance sector, and federally qualified health center. Knowledge in several positions related to patient care, health information, and HEDIS quality metrics. Expertise utilizing Care More NextGen Enterprise application suite and implementation. Knowledge in compliance, such as HIPAA and government regulations. High focus on quality improvement programs such as promoting clinical quality and HEDIS measures. Collaborate with clinical quality teams, staff, and consultants to meet goals on major projects and implementations. Partake with interdepartmental clinical and non-clinical teams to accomplish objectives related to improving preventative patient care. Continuous pursuit of learning and educational opportunities to expand knowledge and application. Obtained several certifications, such as IRB, motivational interviewing, pandemic health navigator, case worker, phlebotomy, and EKG. Willing to acquire new skills and swiftly adapt to change.

Professional Experience

United Healthcare/Optum, December 2022 - February 2023, Remote Medical Care Coordinator for Nurse Advice Line

Responsible for working collaboratively with interdisciplinary teams thereby expediting client service and referrals for military and veterans.

Conduct intake assessment, needs assessment, and provide support.

Screen clients for eligibility for support services and refer clients to needed services such as customer service, crisis, urgent care, and nurse support. Anthem, November 2021– June 2022, Remote

HEDIS Quality Assurance Abstractor/Auditor / Nov 2021 – Present

Review member files and perform functions of the abstraction process including ongoing analysis of medical record charts to align with HEDIS domains of care and NCQA compliance.

Responsible for managing and utilizing confidential information from medical records in an appropriate manner following designated guidelines including HIPAA and policies.

Perform quality assurance on data abstracted from EMR in support of annual HEDIS

Increased productivity and outcomes thereby fulfilling higher than expected HEDIS metrics according to statistical compilation, demonstrating the effectiveness of health plans.

Implement professional analytical and project management skills by serving as a liaison with clinics, hospitals, and laboratories.

Utilize double monitors to multi-task working across multiple databases for high performance.

2

Demonstrate healthcare software knowledge such as NextGen, Epic, and Quality Reporter.

Promise Healthcare, NFP, Nov 2017 – Nov 2021, Champaign, IL Public Health Services Liaison / Women’s Health Resource Coordinator

Strong knowledge of the health care field and population health principles

Assist in process mapping and development of workflows for population health management at each of the designated primary practices.

Contributes to the teamwork within and between departments. Regularly attends and participates in meetings with coworkers and staff. Provides constructive ideas, suggestions, and feedback in a positive manner.

Support practice staff to develop creative processes to proactively manage target populations

Manages data collection using a registry, prepares reports on findings, and provides interpretation and recommendations to each practice

Provides regular updates and reports to the Medical Director and practice Manager

Proficient user of NextGen, Excel, Medi Quire, Outlook, Microsoft Teams, and database

Professionally handle periods of high work volume or tight deadlines

Public Health Services advisor promoting health education to diabetic population

Collaborated with Diabetes Health Education department in the delivery of intervention to reduce the prevalence of diabetes in the community

Women’s Health Resource Advocate and Liaison

Lead Women’s Health Department and implemented IBCCP Illinois Breast and Cervical Cancer screening program

Completed implementation of the NextGen Population Health platform

Member of the COVID pandemic response team to open temporary clinic locations and obtain technology to provide patient care

Collaborate with outside providers and the CDC to exchange electronic clinical data 3

Managed medical records and PHI health information management departments

Collaborated with Family Medicine, Internal Medicine, and Psychiatry Residency programs for training on women’s health department and reporting on residency program

Collaborated with Medical Director / clinical teams for quality improvement and process improvements

Provided custom reporting from the EHR and related information systems

Supported organization-wide efforts to comply with the HRSA UDS Reporting requirements Medical Spanish Interpreter / Nov 2017 – Nov 2021

Provided Spanish language services to non-English speaking patients to assist in communication with doctors, nurses, and other medical staff. Maintain confidentiality in all matter related to patient care.

Addressed patients’ questions and concerns while providing cultural input to patients and medical staff to confirm both parties understood each other.

Maintained records on all requests for service, provision of services, and accurately and timely documented within program database NextGen. Medical Scribe / Nov 2017 – Nov 2021

Performed clinical documentation during doctor-patient interaction using EHR system

Responsible for effective communication and accurate documentation

List all proper symptoms, diagnoses, follow-up instructions, and plans

Researched and retrieved patient records from Epic and Medi Quire systems to effectively communicate pertinent details during patient visits: PMH, PSH, allergies, and medications,

Served and applied bilingual Spanish -English interpreting to assist in communication and documentation of patient plans as needed

Prepare referral letters as directed by the physician Pediatric Coordinator / Nov 2017 – Nov 2021

Developed and tracked pediatric recall list to optimize well-child visits and adhere to current immunizations according to CDC’s immunization schedule and Illinois registry

Reviewed medical histories and current data to provide accurate patient information 4

Researched EHR systems such as EPIC to document relevant histories

Provided clinical and clerical support to physicians Caregiver Companion, July 2016 – Dec 2016, Queens, NY Freelance Caregiver

Aided family member with physical care, psycho-emotional care, and cognitive support. Caregiver Companion, Jan 2016 – April 2016, Hartford, CT Freelance Caregiver

Aided family member with physical care, psycho-emotional care, and cognitive support. Meal preparation, housekeeping, safety-conscious, and travel to appointments.

Assisted with ADLs, social engagement, feeding support, and wheelchair transfer.

Collaborated with physician, physical therapist, and acupuncturist to support patient care plan, working under the guidance of an RN to deliver physical and psycho-emotional care optimizing quality of life.

RTM Physiatry and Psychiatry, Jan 2014 – June 2014, Queens, NY Physical Therapy Assistant

Implemented individual patient therapy plans according to physician’s orders

Regularly consulted with team to ensure proper care and revise treatment plans

Helped measure and track intervention effectiveness, updated patient’s progress, and educated patient of continuing care

Monitor patient progress, treatment response, and notify supervising physician Queens Counseling Services, Jan 2013 – June 2014, Queens, NY Clinical Documentation Improvement Specialist

Responsible for identification of charting inconsistencies to produce quality assurance

Highly skilled in coding methodology to fulfill documentation requirements related to quality outcomes, auditing, and reimbursement

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Expertise in developing and maintaining strong, collaborative, and supportive working relationships with counseling professionals

Clear understanding of the impact Clinical Documentation Improvement has on Revenue Cycle operations and financial performance

Joaquin Diaz, Jr., D.P.M., Jan 1996 – June 2010, Queens, NY Certified Podiatric Medical Assistant / Health Educator

Promoted from medical assistant to medical office manager

Direct patient care, medical and clinical office management experience

Responsible for staff training, supervision, and implementation of office procedures

Supported sound work ethic coupled with strong communication and interpersonal skills ensures maximum efficiency is maintained for successful management.

Efficiently directed office support activities, activity and task scheduling, management, and improvement of internal processes.

Managed /offered versatile skills with patient scheduling for optimum customer service

Excellent problem-solving skills evident in ability to manage patient complaints and appropriate triage of medical issues.

Experience working with radiology procedures prior to exams via Tiger View

High quality foot and nail care: nail debridement, applying dressings, and support during surgical procedures. Sterilize surgical instruments.

Assistance with joint injections, orthopedic boots, foot casts, and removing sutures.

Knowledge of medical office/ license practical nurse management systems and procedures

Fostered relationships with patients to minimize anxiety and distress and enhance cooperation.

Healing at Home, January 2001 – June 2003, Queens, NY Medical Office Manager/ Medical Assistant

Assisted Internal Medical practice to care for patients 6

Provided workflow process, clinical, administrative, and delegation of duties

Performed medical assistant duties such as taking vital signs, administering injections, performing venipuncture for blood draw, PFT pulmonary function tests, setting up sterile trays for procedures, and assisting during procedures

Responsible for managing both the business and office staff. Billing department. Computer Diagnostics, LLC, January 2000 – 2010, Queens, NY Owner/ Manager of internet cafe

Managed billing transaction accounts for clients, practices, organizations

Produced quarterly monthly reports on claim transactions and status via QuickBooks

Processed orders, RMA Return Merchandise Authorization

Responsible for accounts payable/receivable

Education

Master of Public Health, Health Education and Promotion – Health Management and Policy, February 2019

Walden University, Minneapolis, MN

Phlebotomy and EKG Technician, March 2017

New York Center for Medical Assistant Training, Queens, NY Bachelor of Science, Psychology, June 2005

Queens College, Queens, NY

Bachelor of Arts, Anthropology, June 2000

Queens College, Queens, NY

Associate in Science, Liberal Arts and Sciences, June 1996 Queensborough Community College, Queens, NY

Certificates

7

DCSF Department of Children and Family Services Mandated Reporter 2021 ASTHO The Association of State and Territorial Health Officials Contact Tracing Certificate 2021 ASTHO Making Contact: Training for Covid-19 Contact Tracers 2021 IDPH Illinois Department of Public Health Data Security & Confidentiality Certificate 2021 Diabetes Certificate Regional Seminar on Diabetes at Carle Hospital 2018 Pan Hellenic Vice President of the Inter-reek Council 2017 Phlebotomy Technician 2017

Electrocardiogram Technician 2017

Motivational Interviewing 2011

Human Subjects Research / IRB (Institutional Review Board) Research Certificate 2005 Podiatric Medical Assistant 2002

Child Abuse Identification, Reporting and School Violence Prevention Certificate 2005 Professional Membership

American Public Health Association (APHA)

Volunteer / Research Roles

Bellevue Hospital Spanish interpreter (HIV population)

English Teacher for Spanish speakers (Ecuador)

Applied Behavior Analysis Case Manager (Autistic children)

Research Assistant in Psychology / Trainer for: The Effects of EFT (Emotional Freedom Technique) and Tapping Acupressure Points on phobias

Research Assistant in Psychology: The Effects of Reading Motivational Articles on Brain Wave Study via recording EEG (Electroencephalogram)

Research Assistant in Industrial / Organizational Psychology: The effects of typing behavior and posture analysis

Awards and Acknowledgements

American Public Health Association, 2019 to current 8

BLS for healthcare providers (CPR), 2011

Member, New England Journal of Medicine, 2012

Member, Psi Chi, The National Honor Society in Psychology, 2005

Secretary, Psi Chi Honor Society, 2005

Research Experimenter, National Fellowship Award for Research in Psychology, 2005

Founding member, Beta Pi Chapter of Phi Sigma Sigma at Queens College, 2000

PanHellenic Delegate Award, Beta Pi Chapter of Phi Sigma Sigma, 1999

Philanthropy Award for the Beta Pi Chapter of Phi Sigma Sigma 1999 Public Health Practicum

Promise Healthcare, NFP, Champaign, IL

Internship, Diabetes Health Education Intervention: Field Experience Clinical Practicum 2018

Conducted Nutritional Assessments during patient interviews to increase motivation via behavior modification to increase physical activity with the aid of recommendation of dietician portion size called choosemyplate.gov model and food tracker diary.

Educated diabetic patient population nutritional choices and its impact to improve management of diabetes according to CDC best practices and guidelines 9

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