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Skills

  • Staff education and training
  • Mac systems
  • Process improvement
  • Epic troubleshooting & issue resolution
  • Regulatory compliance
  • Technical issues analysis
  • Incident response coordination
  • Hospital staff role-based security
  • Organization
  • Multi-site remote support

Work Experiences

  • Corrected issues before go-live.
  • Assessed system performance.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Adapted resolution strategies based on clinician feedback, tailoring support responses for specialized departments such as compliance, achieving 3% faster resolution.
  • Assisted in pre-deployment application testing for 15 Epic systems.
  • Assisted clinicians during weekend shifts.
  • Increased company revenue by 6% beyond 6 months targets by upselling products and services.
  • Created and maintained a knowledge base for Epic support issues.
  • Adapted resolution strategies based on clinician feedback.
  • Adhered to security group protocols.

Summaries

  • Collaborated closely with clinical and technical stakeholders to resolve Epic integration issues, improving interoperability and reducing system disruptions.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Created effective job aids that simplified Epic usage across various departments, reducing ticket submissions and improving overall workflow adaptability.
  • Achieved a 52% reduction in support ticket volume.
  • Achieved 59% decrease in system-related issues.
  • Costs were consistently reduced while profits were increased.
  • Consistently met operations's workflow benchmarks.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Award-winning support specialist recognized for reducing system downtime and improving help desk processes, ensuring swift resolution of user-reported issues.
  • Permissions, filters, and file sharing are all skills she possesses.

Accomplishments

  • Coordinated with clinical and technical staff to escalate Epic billing errors, leading to resolution within the past year and eliminating a $199,000 financial discrepancy.
  • Provided technical support during Epic EHR cutover, ensuring engineering staff could complete critical tasks with minimal disruption.
  • Ensured 83% Epic EHR application uptime by implementing and monitoring proactive system checks and alerts.
  • Identified recurring Epic challenges and partnered with IT teams to implement systemic changes that reduced workflow disruptions by 80%.
  • Provided critical at-the-elbow support during Epic go-live at system, resolving 9% of clinician issues within 6 months.
  • Spearheaded efforts to reduce Epic ticket backlog by 44% through regular team training on issue categorization and prioritization.
  • Provided remote Epic support to 7 facilities during several months, resolving 83% of tickets within agreed timeframes.
  • Worked with hospital leadership to design contingency plans for Epic downtimes ensuring minimal disruption to 26% of daily operations.
  • Improved Epic ticket resolution efficiency by 19% via streamlined categorization and documentation processes.
  • Resolved 17 bugs related to system, improving front-line clinicians' efficiency by 39%.

Affiliations

  • Society of Women Engineers
  • Healthcare Consultants International Forum (HCIF)
  • International Council of Nurses
  • Medical Informatics Executives Forum
  • American Marketing Association
  • Healthcare Technology Risk Analysis Professionals
  • Jaycees
  • Lions Club
  • Epic Go-Live Network Support Community
  • Toastmasters

Certifications

  • Healthcare Security and Risk Specialist (CHSRS) Certification
  • Certified Public Accountant (CPA)
  • HIPAA Professional Certification
  • Certified Professional in Healthcare Information and Management Systems (CPHIMS)
  • Certified Public Accountant
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Epic Clarity Data Model Certification
  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified EHR Management Professional (CEMP) - Summit Group

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