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Skills

  • Desktop support
  • Technical documents comprehension
  • Customer service
  • Business operations
  • Change Management Coordination
  • Capacity planning for EMR systems
  • Data entry
  • End-user mentoring
  • Team building
  • Communications

Work Experiences

  • Authored post-go-live support FAQs.
  • Collaborated with nursing leadership.
  • Collaborated with Epic analysts to develop new ASAP workflows that supported engineering compliance with state regulations.
  • Achieved a 78% increase in user-reported system satisfaction.
  • Analyzed data trends in user issues, advising leadership on necessary Epic ASAP workflow adjustments to reduce recurring errors by 32%.
  • Kept track of running systems and entered commands to troubleshoot issues like method and category.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 17 new accounts.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Described category solutions to customers to aid in problem resolution.
  • Collaborated with Epic analysts.

Summaries

  • Effectively troubleshoots and resolves issues on its own.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Achieved resolution within the first initiative of Epic ASAP go-lives.
  • Achieved 54% higher patient throughput.
  • Troubleshooter with extensive knowledge of system architecture and diagnostics.
  • Collaborated with senior healthcare leadership on refining Epic ASAP workflows, resulting in a 16% improvement in end-user system competency within the past year.
  • Achieved results within 18 months.
  • Bridged technical and clinical perspectives.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.

Accomplishments

  • Resolved product issue through consumer testing.
  • Facilitated the go-live of Epic ASAP for 6 ED departments, ensuring 100% system uptime and successful transition with minimal disruptions.
  • Trained 2 clinical staff on Epic ASAP workflows, improving adoption rate by 47% within the first month after go-live.
  • Successfully managed escalations and resolved over 4 major incidents during Epic ASAP go-live at metric, maintaining uninterrupted patient care.
  • Collaborated with ED nurses and leadership to customize Epic ASAP workflows, cutting clinician charting time by 61% per patient during high-volume shifts.
  • Implemented priority task force during the first category of go-live activities, immediately resolving 18 high-impact incidents before escalation.
  • Provided 24/7 Epic ASAP support during go-live, addressing 2 tickets and ensuring rapid resolution with 100% user satisfaction score.
  • Performed targeted workflow optimizations in Epic ASAP based on direct feedback from clinicians, leading to a 41% reduction in documentation errors.
  • Developed custom templates for Epic ASAP that aligned with clinical needs, reducing manual entry time by 67% for ED staff.
  • Produced real-time analytics dashboards using Epic ASAP back-end data, supplying ED management with a live view of patient throughput.

Affiliations

  • Association for Healthcare Resource & Materials Management (AHRMM)
  • American College of Healthcare Executives (ACHE)
  • Epic ASAP Go-Live Specialists Forum
  • Healthcare Information and Management Systems Certification (CPHIMS) 2023
  • Epic ASAP Regional User Group (RUG, 2023-Portland)
  • Clinical Workflow Engineers Society
  • Project Management Institute (PMI) - Healthcare IT Focus
  • Alliance for Nursing Informatics (ANI)
  • National Society for Clinical Information Technology
  • National Association of Social Workers

Certifications

  • Salesforce
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • Health Information Technology for Economic and Clinical Health (HITECH) Certification
  • SHRM Certified Professional (SHRM-CP)
  • Lean Six Sigma Green Belt – Healthcare
  • CompTIA A+ Technician
  • Cisco Certified Network Associate (CCNA)
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Professional in Healthcare Information and Management Systems (CPHIMS)

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