CLARITA DUANY

*** ********* ** ************, ** *9116

Phone: 267-***-**** Email: acd75o@r.postjobfree.com

Profile

Experienced professional that utilizes my experience and training to impact

quality assurance metrics, build relationships with clinical practices and

administrative leaders, and to mentor and develop associates to become an

advocate for the patient by delivering exceptional service mandated by the

company's mission and goals.

2012 - Present Epic APM Trainer

Certified Credentialed Trainer for Cadence and Prelude

> Responsible for training all new and existing employees in Basic

Scheduling, Scheduling Level 2, Registration w/o Scheduling,

Optime, Hospital Registration, Procedural Scheduling,

Recertification Refresher, Scheduling for Clinical Staff,

Insurance 101, Registration Workshop in a classroom setting

> Update training materials for all classes as necessary

> Created a Telephone Etiquette one day class for all hospital

employees

> Provide shoulder to shoulder support to hospital and clinical

staff as needed

> Understanding of Epic EMR

> All other duties as assigned

2011 -2012 Epic APM Exemplar

Certified Credentialed Trainer for Cadence and Prelude

> Facilitated in training over 5,000 Hospital of the University of

Pennsylvania employees during the course of five months as we

converted from IDX to Epic

> Training included scheduling and registration

> Go to person for any Epic related questions among the Access

Center employees

2004-2011 Call Center

Quality Assurance Coordinator

> Responsible for maintaining the QA Tool with updated policies

and procedures

> In charge of QA for the entire scheduling department which

consists of 16 departments, over 100 employees using Encore

Explore 2 database

> Responsible for listening/grading 10 calls quarterly for each

employee

> Provide quarterly feedback or as needed

> Review complaint calls from patients or Guess Services

> Present manager(s) with employee QA analysis (QA results are

used as part of employees' yearly evaluation)

> Review QA expectations with all new employees, including temps

> Educate current and new employees on LIST (Listen, Indicate,

Solve, Tell)

> Served as the liaison for our various practices during

management transition

> Assist supervisor and manager with the hiring process

> Participate in staff meetings providing Power Point

presentations on customer service

2002-2004 Call Center

Senior Service Representative, Penn Eye Care Division

> Team Lead and contact person for Penn Eye Care issues in

manager's absence

> Responsible for Master and Daily schedules for all Penn Eye Care

providers with a turnaround time of 48 hours

> Oversee process for contacting bumped patients via phone and/or

letter

> Assist in the process of training new employees

> Quality Assurance appointee for my team members

2000-2002 Call Center

Patient Service Representative, Penn Eye Care Division/Penn Radiology

> Provide phone coverage for co-workers as needed

> Schedule appointments for the following departments at all of

their designated locations: Penn Eye Care, Radiology (ultrasound

and CT Scan)

> Ensure that patient demographic and insurance information were

up to date

> Send out new patient packets and reminder letters

1999-2000 Scheie Eye Institute

Patient Service Representative

> Check approximately 150 patients in and out on a daily basis

> Scheduled follow-up appointments for nearly 30 physicians daily

> Verified/updated patient insurance and demographic information

> Registered new patients and emergency walk-ins

> Processed referrals through the IDX System

> Responsible for collecting co-pays and other monetary payments

1997-1999 Court Reporting Associates

Court Reporter

> Manually produced a verbatim record and transcription of

deposition, arbitrations and hearings at an excess of 225 wpm,

with a turnaround time of 1-10 business days

> Responsible for records and documentation pertaining to legal

proceedings

Education

Peirce College - Philadelphia, PA

> Associate Degree in Applied Science in Court Reporting

Skills and Technology

IDX Certified, Epic Certified, Encore Explore 2, ClientPlus Client, Word

Perfect 6.0, Microsoft Office (i.e. Excel Word), typing (minimum 60 wpm),

medical terminology, critical language skills, bilingual (fluent in

Spanish), great leadership and interpersonal skills

Permanently

Contact this candidate