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Skills

  • Software diagnosis
  • Technical issues analysis
  • Application support
  • Inter-departmental collaboration
  • Supervision
  • Hospital staff role-based security
  • Efficient incident documentation
  • Communications
  • Initiative equipment
  • Problem resolution

Work Experiences

  • Assisted in pre-deployment application testing for 15 Epic systems.
  • Assessed system performance.
  • 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.
  • Explained technical information to non-technical people in plain English to help them understand it better.
  • Created and maintained a knowledge base for Epic support issues.
  • Corrected issues before go-live.
  • Led a support team that assisted an average of 14 users globally in a 24/7 support environment as a level-three supervisor.
  • Adhered to security group protocols.
  • Achieved results within two years.
  • Boosted clinician workflow productivity by 63% %.

Summaries

  • Achieved a 52% reduction in support ticket volume.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the metric business.
  • Conducted Epic build configuration testing.
  • Collaborative professional with experience onboarding new support staff.
  • 14 years of experience in application support.
  • Subject matter expert on Salesforce with exceptional skills and knowledge in vendor management.
  • Workday expert and HubSpot user.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Supporting hardware and software issues for initiative computer systems is a skillful Epic ATE Support Specialist.

Accomplishments

  • Introduced new reporting mechanisms in Epic that enhanced the ability to track key performance indicators (KPIs), resulting in standard.
  • Worked with hospital leadership to design contingency plans for Epic downtimes ensuring minimal disruption to 26% of daily operations.
  • Developed job aid materials for Epic program, decreasing time to proficiency among staff by 79%.
  • Updated training documentation for Epic EHR system upgrades, reducing user errors and ensuring a 32% improvement in compliance with workflow procedures.
  • Led the Epic support team during the go-live phase, successfully closing over 12 issues raised within the first 6 months.
  • 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.
  • Collaborated with team of 12 in the development of process.
  • Improved Epic ticket resolution efficiency by 19% via streamlined categorization and documentation processes.
  • Collaborated with cross-functional teams to identify and resolve Epic system vulnerabilities, ensuring 36% compliance with HIPAA and security protocols.
  • Identified recurring Epic challenges and partnered with IT teams to implement systemic changes that reduced workflow disruptions by 80%.

Affiliations

  • Epic UserReadiness Managers Association
  • National Healthcare Technology Forum (NHTF)
  • Rotary International
  • International Association of Administrative Professionals
  • Healthcare Information and Technology Standards Committee (HITSC)
  • Toastmasters
  • Society of Healthcare Epidemiology of America (SHEA)
  • Association of Information Technology Professionals
  • Healthcare IT User Support Network
  • Freemason

Certifications

  • Epic Willow Inpatient Certification
  • Apple Certified Associate (ACA)
  • Salesforce
  • Epic Certified Credentialed Trainer (CCT) for EpicCare Inpatient
  • Epic Ambulatory Certification
  • Certified Business Analysis Professional (CBAP)
  • Epic Clarity Data Model Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Project Management Professional (PMP) by standard
  • Project Management Professional (PMP)

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