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Skills

  • Imaging workflow error reduction
  • Customer service
  • Healthcare-specific system integration
  • TCP/IP
  • Documenting technical issues
  • Critical Issue Resolution
  • Clinical workflow customization
  • Customer service expert
  • Project organization
  • Problem resolution

Work Experiences

  • Assisted in streamlining repair processes and updating procedures to ensure consistency in support action.
  • Achieved user adoption rates of 61% on Day One.
  • Chaired daily Go-Live huddles with radiology leadership, ensuring all critical issues were resolved and Go-Live milestones for category were consistently met on time.
  • Championed knowledge transfer efforts during Go-Live, training cross-functional staff on Epic Radiant configuration, ensuring 48% self-sufficiency post-Go-Live.
  • Led a support team that assisted an average of 8 users globally in a 24/7 support environment as a level-three supervisor.
  • Based training on end-user workflows.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Collaborated in cross-department meetings.
  • Chaired daily Go-Live huddles with radiology leadership.
  • Achieved all projected timelines.

Summaries

  • Committed to reducing imaging workflow crashes by 47%.
  • Championed cross-functional staff training.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Troubleshooter with strong diagnostics and repair skills, as well as a methodical approach and strong attention to detail.
  • Achieved 44% fewer reported escalations.
  • Excellent budget management and strategic planning knowledge.
  • Achieved results across 10 radiology departments.
  • When working with customers to identify and deploy solutions, I've earned a reputation as a sharp technology expert.
  • EPIC Radiant Go-Live Consultant with a 9-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.

Accomplishments

  • Resolved product issue through consumer testing.
  • Optimized radiology worklists within Epic Radiant, reducing the turnaround time for diagnostic reports by 11 hours at procedure.
  • Conducted end-user support post-Go-Live for Epic Radiant, resolving 4 critical issues and reducing service desk tickets by 69% by 2022.
  • Reduced PACS downtime during Go-Live through enhanced system configuration and testing, contributing to uninterrupted service delivery at program.
  • Developed and implemented Go-Live project plans, ensuring on-time milestone delivery and reducing total project costs by 10 across 18 hospital sites.
  • Enhanced end-user satisfaction post-Go-Live by developing knowledge bases and support documents leading to a 50% drop in recurring support tickets.
  • Engaged directly with radiology teams during Go-Live to implement best practices for operational use of Epic Radiant, decreasing data entry errors by 29%.
  • Collaborated with team of 17 in the development of method.
  • Developed customized training programs for imaging staff on Epic Radiant at initiative, leading to a 69% reduction in documentation errors within the first 16 weeks of Go-Live.
  • Assessed system readiness pre-implementation, identifying and addressing 16 potential operational bottlenecks ahead of Go-Live.

Affiliations

  • American Medical Informatics Association (AMIA) Radiology Group
  • Rotary International
  • Society for Imaging Informatics in Medicine (SIIM)
  • Association for Supply Chain Management (APICS)
  • Radiology Integration Focus Group (2015, Seattle)
  • Image and Workflow Review Board at category
  • Society of Women Engineers
  • Association of Information Technology Professionals
  • PACS Administrators Certification Association (PACA)
  • Credentialed Epic Radiant Team Member - CPA, 2018

Certifications

  • Certified Business Analysis Professional (CBAP)
  • CompTIA A+ Technician
  • Epic Application Coordinator Certification – Radiant
  • CompTIA Network+
  • Healthcare IT Implementation Training (HITIT)
  • Certified Healthcare Technology Specialist (CHTS)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • First Aid/CPR Certified
  • Certified Imaging Workflow Analyst
  • Microsoft Certified Systems Engineer (MCSE)

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