Alvaro Orellana
Reston,VA
Summary
Dedicated healthcare and operations professional with a robust background in mental health support client coordination and medication management. Expertise in EMR documentation and technical support complemented by strong organizational skills and crisis de-escalation abilities. Proven advocate for the social and economic well-being of individuals and families committed to ensuring HIPAA compliance and patient safety. Recognized for exceptional communication and management skills with a passion for inspiring community service through effective guidance and support.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Coordinator I – Mental Health
AMFM Healthcare
10.2024 - Current
- Supported 10+ high-acuity clients with mental health needs, including paranoia and schizophrenia, providing daily assistance, redirection, and crisis de-escalation.
Developed and implemented 3 staff training programs to improve clinical care and crisis response.
Administered medications to 20+ clients daily, accurately documenting in BestNotes EMR.
Conducted weekly medication audits and maintained precise logs to ensure compliance with safety protocols.
Organized and maintained 50+ client charts and clinical records, ensuring timely updates and accessibility.
Ensured full compliance with HIPAA regulations, safeguarding client privacy and confidential information.
Operational Support Analyst
Assurant
06.2023 - 10.2024
- Responded to 40–60+ incoming tickets per day and accurately documented technical issues in the system.
Consistently met or exceeded performance metrics, maintaining a 95%+ customer satisfaction score and delivering high-quality communication.
Troubleshot and resolved 80% of incidents on first contact, coordinating system changes when needed.
Managed service follow-up communications, achieving a 98% resolution verification rate through timely email and phone outreach.
Created and managed 300+ user accounts, including access control, permissions, and security updates.
Float Pool Secretary
Inova Fairfax Medical Campus
01.2017 - 06.2020
- Managed patient flow bed coordination and discharge procedures.
- Supported clinical teams with scheduling and administrative tasks.
- Organized patient charts and documentation using EPIC.
- Answered phone calls and messages for 5 physician medical facility, scheduling appointments, and handling patient inquiries.
- Answered multi-line phone system and enthusiastically greeted callers.
Education
Bachelor of Science - Health Care Management
Southern New Hampshire University
Hooksett, NH03-2027
Bachelor of Science - Computer Information Systems
Full Sail University
Winter Park, FL11.2024
Skills
- Medication Support & Audits
- BestNotes & EPIC EMR Documentation
- Crisis Prevention & De-escalation
- Client Coordination & Support
- HIPAA Compliance
- Exceptional communication
- Cross-functional teamwork
- Remote Support & Ticketing Systems
- Communication & Problem Solving
Certification
- HIPAA Certification
- CPR / BLS Certification
Timeline
Client Coordinator I – Mental Health
AMFM Healthcare
10.2024 - Current
Operational Support Analyst
Assurant
06.2023 - 10.2024
Float Pool Secretary
Inova Fairfax Medical Campus
01.2017 - 06.2020
Bachelor of Science - Health Care Management
Southern New Hampshire University
Bachelor of Science - Computer Information Systems
Full Sail University