Technical Support Quality Assurance

Michael A. Espindola

Director of Clinical Informatics

***************@*****.*** • 305-***-****

Panama City Beach, FL 32407.

Results-oriented director with expertise in leading overall IT operations within clinical system. Adept at steering diverse teams and providing technical support to users. Proven success in streamlining processes, optimizing system performance, and delivering IT services to healthcare facilities. Recognized for ensuring seamless data synchronization between Drchrono and EPIC, supervising integration of EHR system with web-based self-scheduling system, and slashing disruptions by deploying PRD fixes. Strong commitment to partnering with cross-functional teams to identify needs and assist in delivery of high-performance technology capabilities by utilizing core data assets and company information architecture procedures.

Areas of Expertise

Data Analytics and Interpretation

IT Sr. Analyst

Organizational Excellence

Team Leadership

Quality Assurance

Onboarding & Coaching

Strategic Planning & Execution

Multi-tiered team Communications

Patient Experience & Success

Career Experience

Podomedik Clinics, LLC Gurnee, IL 2014 – Present

Chief Medical Informatics Officer

Establish key performance indicator metrics to measure service level agreement (SLA) requirements to uncover areas for improvement. Deliver best practices for sterilization of surgical equipment, enhancing patient safety and compliance with hygiene regulations. Developed comprehensive documentation and conducted tailored training program to empower entire team, including office staff and physicians with knowledge and skills required for seamless clinic operations. Leverage EHR system (Drchrono, EPIC) to manage government reporting. Formulate acquisition protocols for purchase of new medical equipment and instruments to streamline procurement processes and confirm adherence to quality standards. Facilitate productive discussions with stakeholders to define project scopes and plans in line with business/functional requirements to improve x-ray access for physicians and streamline image uploads, enhancing efficiency and patient care. Orchestrate training sessions for team members to utilize sterilization equipment effectively in line with sterilization protocols. Design program to guide staff in completing self-audits and government-mandated audits.

Boosted overall productivity by implementing automation strategies to drive clinical operations.

Enabled clinic to expand operations by overseeing budgeting activities and submitting grants to secure funding.

Devised and employed robust integration methodology for seamless data synchronization between Drchrono and EPIC, to confirm real-time exchange of patient information between systems.

Led team of eight professionals supporting enterprise-level client/cloud infrastructure (EHR).

Devised and implemented methodology, procedures, and best practices for successful conversion of paper documents into digital files to improve accessibility, data management, and efficiency.

Regulated direct reports of eight, comprising four office staff, two physicians, and two Nurses (RNs) to foster collaborative and high-performing work environment.

Successfully qualified Podomedik for over $1.3MM and deployed agile project management methodology to guarantee efficient and compliant processes.

Enhanced patient convenience/accessibility by integrating EHR system with web-based self-scheduling system via EPIC/Drchrono.

Ascension, Panama City, FL 2021 – Present

IT Sr. Patient Experience Analyst

Execute comprehensive reviews of records to confirm completeness, accuracy, and compliance with regulatory requirements. Collect medical records from Ascension clinics to ensure on-time and accurate delivery for review and processing. Conduct in-depth review of physician/provider orders to validate appropriate identifiers while safeguarding patient health, privacy, and confidentiality. Proactively communicate with physicians and providers to address any missing or incomplete information. Organize self-prepared best practices into EPIC/ARIA for quick accessibility, retrieval, and propagation for interdepartmental synergies. Coach and monitor new team members by assisting in equipping necessary knowledge and skills to effectively enhance patient experience. 1st, 2nd tier departmental IT Support. On-board high-speed scanning process while delivering requirements for canned scanning software.

Enhanced team efficiency and accuracy by documenting online databases with best practices and procedures.

Created and implemented cloud solution with Standard Operating Procedure (SOP), incorporating best practices to streamline departmental workflows to ensure consistent process management.

Wells Fargo & Co., Menomonee Falls, WI 2007 – 2014

IT Operations Business Analyst

Steered service desk and operations to verify efficient delivery of services. Provided departmental leadership in tracking tiered multi-platform environment (PRD, BCP, SIT, DEV, UAT) to oversee system performance. Coordinated triage resolutions by employing JIRA workflow management tool while adhering to actions with documented business requirements and functional specifications. Served as focal point of contact for support groups and facilitated conference bridge lines. Played key role in content management on PRD and BCP servers. Demonstrated accountability for aspects of SOP documentation in line with industry standards and regulations. Collaborated with developers and interdisciplinary teams for prompt resolution of outages.

Acted as mentor for team members to offer guidance and support for day-to-day challenges, while leading onboarding processes for code installations. Developed department's first pure online living SOP, incorporating required documentation and training materials. Undertook special assignments utilizing agile content monitoring, supported roll-out and ongoing development of homegrown applications across multiple environments (UAT/BCP/PRD).

Ensured integrity of SLA reporting commitments, achieved service level targets and delivered reports to stakeholders.

Enhanced production efficiency by conducting thorough workflow and procedure analysis through metric system while identifying areas for improvement.

Slashed disruptions by deploying PRD fixes through partnerships with business stakeholders.

Generated substantial cost savings for department, totaling over $1.5 million, through effective hardware management and employment of streamlined in-house training programs.

Additional Experience as Global IT Support Helpdesk Manager at Robert Half

Education

Master in Public Health – Applied Health Sciences, CGPA: 3.76

Hodges University, Naples, FL

BS/ MIT (Management of Informational Technology), CGPA: 3.96

Cardinal Stritch University, Milwaukee, WI

Doctoral Work – Hospital Services – Current Student, CGPA: 4.0

Walden University, Online

Technical Proficiencies

Platforms:

Epic ARIA Drchrono Athena

Tools:

Languages:

Software:

JIRA MS PowerToys

HTML, MS SQL, Visual Basic,

MS 360 AS/400 administration (Query/400) BAAN WebLogic Query/400 Database Administration eMatrix Peoplesoft v8.4 Crystal Reporting Lotus Notes

Hardware:

Mac OS Windows x Windows x servers Cisco servers Cisco servers Linux OSx

Professional Training

Executive Development & Diversity

Loyola University, Chicago, IL

Languages

English & Spanish

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