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Skills

  • Mac systems
  • Change impact analysis
  • Desktop support
  • Go-live support and triage
  • Hands-on training session development
  • Conflict resolution in high-pressure environments
  • Customer service
  • Customer service expert
  • Data integrity maintenance
  • Procedure equipment

Work Experiences

  • Completed tasks within one year.
  • Documented all transactions and support interactions in the system for future reference and addition to the knowledge base.
  • Configured and tested custom Soarian Ambulatory modules for system clinics, enhancing operational efficiency by $6 annually.
  • Conducted detailed pre-go-live readiness assessments.
  • Collaborated with cross-functional teams.
  • Worked with vendors to track down replacement parts and troubleshoot complex issues.
  • Conducted workshops a month post-go-live.
  • By providing high-quality and efficient support, I was able to keep existing clients and develop 8 new accounts.
  • Achieved a 77% increase in system utilization.
  • Led a support team that assisted an average of 5 users globally in a 24/7 support environment as a level-three supervisor.

Summaries

  • Specializes in category and standard product troubleshooting.
  • Achieved 28% reduction in new user mistakes.
  • Experienced technologist with knowledge of configuring computers, servers, and peripheral devices to work within company and security guidelines.
  • Quickly resolves issues, resulting in high levels of customer satisfaction.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved customer satisfaction rates of 51%.
  • Achieved results within 6 months.
  • Achieved a 9% reduction in patient throughput time.

Accomplishments

  • Delivered specialist Soarian training for administrative staff, reducing missed revenue capture by 83% over several months.
  • Documented and resolved program which led to procedure.
  • Led an initiative to integrate Soarian with patient engagement tools, which resulted in a 31% reduction in no-show rates at 15 sites.
  • Achieved a 64% increase in system stability by guiding enhancements in Soarian architecture during 2021 upgrade in Seattle.
  • Resolved product issue through consumer testing.
  • Resolved 17 technical escalations during Soarian Ambulatory rollouts in three years, boosting operational efficiency by 67%.
  • Consistently achieved a 46% first-time resolution rate while providing go-live floor support at Seattle.
  • Contributed to the successful inclusion of Soarian Ambulatory compliance reporting, enabling facilities to meet Scrum Master regulatory requirements.
  • Developed operational Soarian support documentation for ongoing training, resulting in a 78% decrease in system-related disruptions post-deployment.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Contributor for BestPractice Healthcare IT Peer-to-Peer Community
  • Webinar Presenter for the National Health IT Week
  • International Council of Nurses
  • Member of the Boston Regional IT/EMR Advisory Board
  • American Health Information Management Association (AHIMA)
  • Association of Information Technology Professionals
  • Member of the Digital Health Collaborative Forum
  • Society for Healthcare Strategy & Market Development (SHSMD)
  • Certification in Epic Ambulatory or Soarian Ambulatory (pick one based on specific role)
  • American Marketing Association

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • CompTIA Security+
  • Soarian Certified Management Consultant from program 2018
  • Certified HIT Implementation Professional – Soarian Ambulatory Focus
  • Epic Ambulatory Certification 2016 - Lakeside Partners
  • Cisco Certified Network Associate (CCNA)
  • Lean Six Sigma Green Belt for Healthcare 2017 - Vantage
  • Certified Professional in Patient Access (CPPA)
  • Certified Professional in Healthcare Information and Management Systems (CPHIMS) - 2017
  • Epic Systems Analyst Certification 2020

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