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Skills

  • Desktop support
  • Customer service expert
  • Clinical and administrative Epic support
  • Communications
  • Relationship development
  • Customer satisfaction increase through Epic support
  • Data recovery
  • Data entry error reduction within Epic
  • Escalation and priority ticket resolution
  • Cross-departmental workflow improvement

Work Experiences

  • Assisted product with Epic report customization, improving actionable insights from clinical data reports.
  • 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.
  • Conducted root cause analysis on recurring issues in the category, developing an optimized workflow that led to a 21% reduction in support cases.
  • Created and maintained user-facing documentation to assist with common troubleshooting steps, reducing incoming support requests by 76%.
  • Boosted average resolution rates by 85%.
  • Achieved high customer satisfaction rates.
  • Worked closely with Tableau and Microsoft Excel users to provide solutions to operations issues via phone, email, live chat, and web teleconference.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Acted as liaison between end users and the Epic technical team during system downtime, ensuring all issues were communicated in real time.
  • Collaborated with Epic developers to resolve complex performance issues, which increased system response time by 56%.

Summaries

  • Achieved a 20% reduction in downtime.
  • Promotes stakeholder engagement and quality assurance skills that are dynamic.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Epic User Support Analyst with a 5-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • Award-winning Epic User Support Analyst.
  • Achieved a 41% reduction in support cases.
  • Excellent Epic User Support Analyst with 12 years of experience providing exceptional support to users at all levels.
  • Epic User Support Analyst is a multi-talented Epic User Support Analyst who is consistently rewarded for planning and operational improvements.
  • Adept at enhancing department efficiency.

Accomplishments

  • Trained with Epic’s process, allowing for precise troubleshooting and direct issue resolution within several months for complex cases.
  • Authored and maintained technical documentation for Epic system users, reducing the need for direct support involvement by 77%.
  • Created user training materials for Epic framework, leading to a 27% decrease in onboarding time for new employees.
  • Setup and managed Epic access for 18+ users, ensuring compliance with HIPAA and role-based security protocols.
  • Monitored system performance using Epic SAP, identifying and resolving bottlenecks that improved system speed by 21%.
  • Reduced Epic support escalations by 63% through the implementation of targeted training sessions for end-users.
  • Facilitated the Epic upgrade to version program, improving system performance and reducing downtime by 47% during the transition.
  • Collaborated with clinical staff to configure Epic workflows that directly contributed to a 27% enhancement in patient management.
  • Utilized SQL for reporting and data extraction, providing management with actionable insights that improved decision-making.
  • Documented and resolved standard which led to system.

Affiliations

  • Society of Human Resource Management
  • American Society of Clinical Oncology (ASCO) Informatics Committee
  • Certified Epic Resolute Professional
  • International Association of Administrative Professionals
  • Medical Group Management Association (MGMA)
  • Society for Clinical Data Management (SCDM)
  • American Marketing Association
  • American Society of Safety Professionals
  • Certified EpicCare Ambulatory Analyst
  • Co-Chair, Epic Change Management Committee 2020

Certifications

  • Epic Willow Inpatient/Outpatient Pharmacy Certification
  • Health Level Seven (HL7) Standards Proficiency
  • Certified Implementation Specialist - IT Service Management
  • Salesforce
  • Project Management Professional (PMP)
  • Epic Systems Analyst Certification
  • Epic Cogito Data Warehouse Certification
  • Microsoft Certified Systems Engineer (MCSE)
  • SHRM Certified Professional (SHRM-CP)
  • Lean Six Sigma Green Belt Certification – Summit Group

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