Healthcare Operations & Program Specialist Expert

Alyssa Castillo

A goal-driven healthcare professional with a track record of enhancing operations and resolving issues for more than 8 years. Skilled at establishing enduring connections with important stakeholders, clients, and colleagues to advance organizational objectives. Prepared to tackle fresh challenges and enhance my professional skills.

Experience

Sep 24, 2023 – Present

Program Specialist – Department of Anesthesiology, VA Healthcare System, Ann Arbor, MI

GS-9 / Salary: $67,132 40 hours per week

Supervisor: Tiffany Bahn May contact: 517-***-****

• Coordinates administrative and operational activities for multiple hospital departments, ensuring compliance with VA and federal regulations.

• Assists in the development, implementation, and monitoring of hospital-wide programs to improve patient care services and operational efficiency.

• Organizes and facilitates in-services, trainings, and department inspections in collaboration with service chiefs and supervisors.

• Serves as point of contact for program-related communications, managing SharePoint updates, training presentations, announcements, and informational materials.

• Collects and analyzes data to provide actionable recommendations for workflow improvements and resource allocation.

• Provides administrative support including drafting reports, preparing presentations, and maintaining program documentation.

• Coordinates special projects and collaborates with multidisciplinary teams to address operational challenges and improve service delivery.

Jan 29, 2023 – Sep 23, 2023

Supervisory Medical Support Assistant – VA Healthcare System, Ann Arbor, MI

GS-8 / Salary: $56,982 40 hours per week

Supervisor: Joyce McClintock May contact: 313-***-****

• Ensures clinic coverage by coordinating balanced front desk, telework, and administrative schedules for all MSAs.

• Conducts L1 audits for over 200 schedulers to include nurse, provider, and MSA schedulers.

• Spearheaded efforts to correct scheduling mistakes and re-educated MSAs in scheduling process.

• Piloted open slot management and scheduling communications through MyHealthEVet.

• Reviews resumes, conducts VA interview process, and selects employees based on experience and GS-based questionnaire filling over 100 permanent positions within CAMS.

• Ensures quotas are met for RTC, recalls, and consult stand downs.

• Gathers, develops, and displays data from VISTA, VSSC, Pyramid software package to monitor staff and clinic efficiency.

• Provides training and troubleshooting for all staff in business processes and associated software.

• Supported Women’s Health, Physical Medicine, and Prosthetics clinic transition for MSAs, clinical staff, and patients during construction.

• Monitors TMS completion and adherence.

• Works with GPMs to modify clinic grids and workflow to help create highest access to care for patients.

Jan 2022 – Present

Lead Advanced Medical Support Assistant – VA Healthcare System, Ann Arbor, MI

GS-7 / Salary: $49,230 40 hours per week

Supervisor: Patrick Allen May contact: 502-***-****

• Works in a proficient and self-directed manner, setting priorities and coordinating work in accordance with established processes, policies, and regulations.

• Trained 20 MSAs for realignment to VISN 10 Clinical Contact Center from Ann Arbor Call Center.

• Helped write and made corrections to VISN 10 Clinical Contact Center Service Line Agreement when first transitioning Call Center to VISN 10.

• Provides interactive, hands-on training for incoming staff until proficient with all tasks and expectations for 12 clinics.

• Provides guidance to 20 Medical Support Assistants and offers support when necessary.

• Modifies physician and case manager scheduling grids to help create highest access to care for patients.

• Reviews resumes, conducts interviews, checks references, arranges job fairs for all incoming CAMS service employees.

• Assesses and approves timesheets, work tours, and wages in accordance with VA policies and guidelines.

Nov 16, 2020 – Jan 2, 2022

Advanced Medical Support Assistant – VA Healthcare System, Ann Arbor, MI

GS-6 / Salary: $42,793 40 hours per week

Supervisor: Emily Ostrom May contact: 734-***-****

• Collaborates with primary care team to provide, manage, and support highest VA healthcare for all patients.

• Works with providers and nursing staff to schedule, cancel, and modify appointments when clinically indicated.

• Consistently answered 200+ veteran calls per day providing exceptional customer care and service.

• Communicates with triage nurse team to find most appropriate appointments in timely manner to address patients' concerns.

• Navigates Consult Tracking Manager to schedule return to clinic orders in primary care, as well as specialty clinics as needed.

• Served as exemplary employee and was shadowed by internal employees/management and external agencies.

Jan 2018 – Jan 2019

Intensive Care Unit Technician Manager – United States Air Force, Dayton, Ohio

E-5 / Salary: $42,696 Hours per week varied

Supervisor: Eric Natalicio May contact: 937-***-****

• Identified plans and resources required to meet project goals and objectives by setting timelines and checkpoints.

• Reconstructed telemetry program and conducted training for 26 employees on the new process.

• Updated operational methods, oversaw accounting procedures, tracked information, and compiled data to improve efficiency.

• Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents to prepare for Joint Commission inspections.

• Developed and updated policies and procedures, maintaining compliance with statutory, regulatory, and local, state, and federal guidelines relating to HIPAA, benefits administration, and general liability.

• Supervised team of 26 technicians who provided patient care for 12 ICU beds as well as monitoring telemetry for 46 medical surgical beds.

May 2014 – Jan 2018

Internal Medicine Technician Manager – United States Air Force, Dayton, Ohio

E-5 / Salary: $42,696 40 hours per week

Supervisor: Carol Guy May contact: 937-***-****

• Led 21 technicians on a day-to-day basis ensuring all core training tasks were completed, patients were receiving proper care, and verifying all clinic duties were completed.

• Developed daily and monthly work schedules for 57 physicians, 20 technicians, and 8 nurses, assigning all personnel to specific treatment rooms and care teams.

• Conferred with multidisciplinary healthcare team to help effectively manage patient conditions with regular testing and vitals assessments.

• Supported the Air Force’s largest Internal Medicine Clinic, residency program, and EMT on-the-job training program.

Skills

Customer service • Business administration • Policy and procedure modification • Project organization • Team management • Communications • Process optimization • Documentation and control • Training and development • Database administration • Media design

Education

Feb 2019 – Feb 2021

Master of Science Project Management – Colorado State University, Fort Collins, Colorado

Aug 2008 – May 2012

Bachelor of Arts Psychology – Albion College, Albion, Michigan

Aug 2008 – May 2012

Bachelor of Arts Anthropology & Sociology – Albion College, Albion, Michigan

Feb 2015 – Feb 2016

Associate of Applied Science Practical Nursing Technology – Community College of the Air Force, Maxwell, Alabama

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