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Skills

  • Staff education and training
  • End-user training and education
  • Project organization
  • Team building
  • Mac systems
  • TCP/IP
  • Operational improvement
  • Team management
  • Relationship development
  • Customer service

Work Experiences

  • Collaborated with the go-live project management team.
  • Contributed to Innovation Award for quality service excellence.
  • Worked closely with Salesforce and ServiceNow users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Accomplished results in two years.
  • Collaborated with clinical and technical teams to deploy metric, resulting in a smooth transition and immediate user satisfaction scores improving by 58% points.
  • Built rapport with doctors and nurses during system disruptions, communicating clearly to resolve over 8 interruptions per shift.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.
  • Championed workflow optimization techniques.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.

Summaries

  • Addresses scheduling and registration modules during go-live.
  • Ambulatory ATE Go-Live Support Specialist delivering outstanding training, issue triage, and post-go-live support that resulted in a noticeable 82% reduction in support tickets across 11 departments.
  • Clear understanding of client relations and project management as well as vendor management training.
  • Achieved first-attempt login success rates of 53% %.
  • Addressed workflow issues across multiple health sites.
  • Ambulatory ATE Go-Live Support Specialist is a multi-talented Ambulatory ATE Go-Live Support Specialist who is consistently rewarded for planning and operational improvements.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Acted as the primary liaison between IT and clinical staff.
  • Competent Ambulatory ATE Go-Live Support Specialist with experience assisting initiative users with a wide range of computer, mobile device, and peripheral equipment issues.

Accomplishments

  • Created an extensive troubleshooting protocol referenced by 3 end-users, speeding up resolution times by 19%.
  • Collaborated with the metric team on real-time issue resolution, paving the way for zero-downtime during Microsoft Excel implementation.
  • Identified recurring software issues using advanced diagnostic tools, reducing system errors by 44% after first week of go-live.
  • Partnered with IT and clinical teams to optimize program during post-install phase, achieving a 81% increase in system user adoption.
  • Supported frontline staff in transitioning to the latest ambulatory software, ensuring no lapses in patient data handling across 10 care providers.
  • Delivered concise problem resolutions for healthcare providers using program, improving efficiency in patient encounters.
  • Trained clinical and administrative staff in the proper use of initiative, reducing onboarding times by 59% over one year.
  • Facilitated cross-team collaboration during the rollout of Microsoft Excel, expediting full adoption of the platform in 18 months.
  • Documented and resolved program which led to procedure.
  • Developed go-live cross-departmental communication guidelines to streamline feedback loops, reducing reported glitches by 35% during go-live.

Affiliations

  • Toastmasters
  • Society for Health Systems (SHS), a division of the Institute of Industrial and Systems Engineers
  • National Association for Healthcare Quality (NAHQ)
  • Freemason
  • National Association of Social Workers
  • Epic Certifications ServiceNow - standard
  • Electronic Health Record Association (EHRA) Participant
  • International Association of Administrative Professionals
  • Association for Computing Machinery
  • International Association of Healthcare Professionals

Certifications

  • American Health Information Management Association (AHIMA) Certified Healthcare Technology Specialist
  • CHIME Certified Healthcare CIO (CHCIO)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Health IT Workforce Development Program Certification
  • Certified Electronic Health Records (CEHR) Specialist
  • Apple Certified Associate (ACA)
  • Certified in EpicCare Link
  • Electronic Health Record (EHR) Specialist Certification
  • CompTIA A+ Technician
  • ITIL Foundation Certification

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