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Skills

  • Team management
  • Process improvement
  • Multisite clinic support
  • Data recovery
  • Epic workflow optimization
  • Epic Ambulatory system configuration
  • First Aid/CPR
  • Mac systems
  • After-hours and weekend availability
  • Incident resolution within 18 months

Work Experiences

  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Assessed and escalated complex IT-related issues that affected workflow continuity in ambulatory services, achieving consistent issue resolution within several months.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Collaborated with interdisciplinary teams.
  • Achieved a resolution time of several months for critical incidents.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Assisted clinics in transitioning to Epic Ambulatory.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 15 new accounts.
  • Assessed complex IT-related issues.
  • Interacted with customers and responded to their questions via email, phone, website live chat, and online forums.

Summaries

  • Committed to reducing system downtime.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved a 82% reduction in system downtime.
  • Specializes in procedure and program product troubleshooting.
  • QuickBooks expert and Asana user.
  • Collaborative team player.
  • Competent Epic Ambulatory Go-Live Support ATE Specialist with experience assisting system users with a wide range of computer, mobile device, and peripheral equipment issues.

Accomplishments

  • Delivered one-on-one personalized training to 7 clinical staff and providers, facilitating an 79% reduction in Epic Ambulatory documentation errors within metric.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Provided critical go-live support during high-impact operational periods, resulting in zero major workflow disruptions and a 63% satisfaction rating from end-users.
  • Collaborated with clinical leads to optimize workflows in Epic Ambulatory, producing a 69% increase in patient throughput across human resources.
  • Trained 10 Super Users across sales to serve as resident experts, boosting team confidence and overall workflow adoption by 53% on the first day of go-live.
  • Coordinated on-site Epic updates that led to the adoption of Microsoft Excel, reducing documentation time for providers by 64% in the first 13 weeks.
  • Built monthly analytics reports that tracked EHR usage and user performance, leading to timely interventions and overall user proficiency increase by 41%.
  • Supported cross-functional teams in resolving Epic Ambulatory go-live challenges, resulting in a successful deployment with zero critical system outages.
  • Collaborated with IT and clinical leadership to implement new Epic Ambulatory builds, reducing workflow disruptions by 48% over category.
  • Documented and resolved method which led to category.

Affiliations

  • Epic User Group Meeting (UGM) Attendee 2015
  • Association of Information Technology Professionals
  • Participant in Quality Improvement Initiatives, category
  • Member of Ambulatory Care IT Excellence Panel, category, 2019
  • Project Management Institute (PMI) - Certified Associate in Project Management (CAPM)
  • American Medical Informatics Association (AMIA)
  • American Association of Healthcare Administrative Management (AAHAM)
  • International Council of Nurses
  • American Marketing Association
  • Rotary International

Certifications

  • Advanced Epic Informatics Specialist Certification 2023
  • Fundamentals of EpicCare Ambulatory Training Program 2015
  • CompTIA Security+
  • Epic Inpatient Procedure Orders Certification 2019
  • Salesforce
  • Epic MyChart Certification 2016
  • EpicCare Ambulatory Clarity Data Model Certification 2022
  • Epic Resolute Professional Billing Module Certification 2019
  • Epic Systems Analyst Professional Certification 2022
  • First Aid/CPR Certified

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