Customer Service Training

***** * ***** ******** *** Phone: 434-***-**** H

Dillwyn, VA 23936 434-***-**** C

E-mail *****@*******.***

Donnie Garrett Campbell

Summary of Epic Certified Inpatient (CPOE)

•

Experience

• Epicare Credentialed Ambulatory, ASAP, HB and Cadence Trainer

• Energetic self-starter with excellent analytical, organizational

and creative skills

• Excellent reputation with end users and customers as a

competent, knowledgeable professional with the ability to

provide outstanding customer service

• Superior communication with demonstrated negotiation skills;

interpersonal coaching and listening skills

• Detail oriented individual that applies effective and efficient

problem-solving, knowledge, technical skills and sound business

practices to decision making

• Strong leadership, interpersonal and project management skills.

Able to meet deadlines and handle multiple projects

simultaneously

• Under limited supervision, exercises discretion and independent

judgment

• 9 plus years as a corporate trainer and facilitator

• Applies industry knowledge, adult learning theory and sound

business practices to decision making

• Strong facilitation, program delivery skills

• Trained Epic Modules 2006, 2007, 2009, 2010, 2012

Professional 2/1/13 – Present, ASAP Credentialed Trainer, Johns Hopkins

Profile Developed training curriculum and delivered training to the ED staff

at Johns Hopkins, Howard County and Sibley Memorial hospitals

for the Hopkins Health System.

11/2012 – 1/31/2013, HOD Specialist, Norton Healthcare, KY

Developed inpatient curriculum and delivered training to ambulatory

trained physicians, surgeons and ER staff. Conducted train the

trainer sessions. Participated in the credentialing process of newly

hired trainers. Assisted physicians and nurses in the go-live

process. Triaged help desk calls and assisted remotely when

applicable.

11/2011-10/2012, Epicare Training Manager,

Resurrection/Provena Health System, Chicago, IL

Managed Principal Trainers and Credentialed Trainers for

Ambulatory, Cadence, Prelude and PB. Tracked training milestones

to ensure an integrated training curriculum. Oversaw hiring and

management of PT’s and CT’s from outside vendors. Worked

closely with build directors to establish and communicate

organization-wide decisions. Provided support to operations to

ensure a successful Super User program. Worked closely with the

technical team to ensure environments are built to support training

needs. Development of training strategy and plan for expansion

portion of implementation. Oversaw scheduling of classes and

classrooms. Established a three week, 2 month and 4 month plan

to reach out to clinics that have gone live for optimization and

advanced training/charting, workflow needs.

9/2011-11/2011, Product Specialist, Saint Anthony’s Hospital,

Oklahoma City, OK

Assisting in the go live of 146 ambulatory clinics with Epicare 2010.

Assisted with go live issues, build problems that could be handled

on the fly. One on one support as well as individual training for the

physicians. Assisted with inpatient go lives to include Surgery,

ASAP, Stork.

7/2011-9/2011, Project Lead, St. Anthony’s Medical Center, St.

Louis, MO

Supervised a team of 17 inpatient trainers for HB, PB ASAP, conducted

train the trainer sessions, scheduling coverage for go live and post go

live for said employees. Credentialed employees in CPOE. Assisted in

go live with all departments.

3/2011-7/2011, Inpatient Trainer, Methodist Hospitals, Gary

Indiana.

Trained physicians and nurses on 2009 module. Created quick tip

sheets for the end users reference. Developed and updated curriculum.

E-Learnings using captivate Worked with the build team for optimizations

to OB/GYN, ASAP, Surgery and Peds. Provided go live support for

implementation and one on one with the physicians.

12/2010-2/2011, Inpatient Curriculum Developer/Trainer,

Lancaster General Health System, Lancaster, PA

Developed all curriculum for Clinical Documentation, Respitory Therapy,

HB, Cadence, Prelude, Physical Therapy, Occupational Therapy, and

Physician CPOE. Trained nurses, physician, PT, OT and RT’s and

trained the trainer. Worked hand in hand with the build team to make

sure that work flows were being matched as requested .

8/2010-12/2010 Epic Ambulatory Trainer – University of

Virginia Health System, Charlottesville, VA

Trained physicians and nurses on the 2009 Ambulatory Module.

Assisted in curriculum development and the implementation of 146

ambulatory clinics. Provided one on one support for providers as

needed. Worked with the University’s build team for upgrades and

enhancements. Conducted train the trainer sessions.

2/2010-7/2010 Epic Enterprise Trainer-Bon Secours Health

System, Richmond, VA

This position included the training of all ambulatory personnel from the

patient representatives to the physicians in all specialties to include HB.

Go live support included Surgery, OB/GYN, Internal Medicine Residency

program and Cardiology. In addition to training and go live support the

position required database update of patient information in the training

environment, keeping all information in the clinics and Health Stream up

to date for quick and easy reference by the end users. Development of

all classroom materials. Working with the build teams to ensure correct

work flows were being reflected. This position also included cross

training for ASAP 2009 module.

10/2009-1/2010 Epic Ambulatory Trainer, Cedars Siani Medical

Center, Los Angeles, CA

Developed all training material and assessments in conjunction with the

build team for specialty clinics to include, surgery, neurology, cardiology,

plastics and bariatrics. Trained the physicians, physician assistants and

NP’s in said applications on the 2009 version. Utilized Visio to complete

work flows for practices. Updated all materials as needed and

completed new hire training as needed. Also assisted in lesson plans for

Cadence and Prelude modules.

06/2009-10/2009 Lead Trainer for MD, NJ, DE, VA, WV, NC, &

SC, HCR-Manor Toledo, OH

Trained nurses and CNA's on the Point Click Care EMR used to

document care, ADL's, State RUGS and report processing for Nursing

and Rehabilitation homes.

08/2008-05/20/2009 EPIC Principal Trainer, Carilion Clinic

Roanoke, VA

Train all nursing and CNA staff on use of electronic Medical Record as it

applies to their position. Supervise the EPIC credentialed trainers,

Study, training of nursing staff end users. Establish timelines for

implementation and optimizations and associated training. Meet on a

regular basis with hospital leadership to ensure JHACO regulations are

being met with system upgrades and optimizations. Completed

implementation of EPIC in a 900-bed facility. Trained over 1,100

physicians for this health system. Attended EPIC certification and train

current employees on changes and optimizations to the EPIC system.

Develop and build curriculum. Building of patients to be used for training

purposes. General system builds. Specialty in EPIC is Inpatient CPOE,

Ambulatory, prelude and ASAP applications.

7/2008-8/2008 EPIC Credentialed Trainer, Carilion Clinic

Roanoke, VA

Participated in the process of building lesson plans and course outlines.

Completed seven go lives at the institution. Trained end users that

include Physicians, Physician Assistants, NPs, CRNAs, RNs, Nursing

Assistants, Unit Clerks, and Transportation. One on ones with end users

as needed.

2006-2007 Trainer/Broker Facilitator, United Health Group

Roanoke, VA

Assisted our nationwide brokers with problems through help desk and

training. Assisted in training of new hires and current employees on new

software and updates that were associated with Medicare Part B,

Medicare Part D, and tertiary carriers for the call center.

2004-2006 Bariatric Program Consultant, University of Miami

Miami, FL

Conducted in services to the general public about guidelines for surgery

and what is involved before being considered for this surgery. Assisted

the physician in clinic patient flow and problem solving on a daily basis.

Developed all literature for pre and post surgery.

2003-2004 Director Customer Service, B. Lazarus, Miami, FL

Oversaw the daily operations of manufacturing company with a

customer base nationwide. Negotiated package pricing for multiple

installs in hotels. Supervised a staff of over 80 to ensure time lines were

met and on budget.

2000-2003 Purchasing Coordinator, Central Virginia

Community Health Services Arvonia, VA

Purchased all medical supplies for a twelve site Community Health

Center. Met with vendors on a regular basis to negotiate pricing of

durable goods as well as medical supplies. Assisted in opening two

additional sites including furnishings, beds, medicines, etc. Verified

billing of all goods and processed invoices.

1987-2000 Gamma Knife Program Consultant, University of

Virginia Charlottesville, VA

Work with Dr. Ladislau Steiner who co-invented the Gamma Knife.

Completed package pricing for surgery to include airfare and

accommodations to all states in the United States and other countries

throughout the world. Oversaw the staff to ensure that scheduling and

insurance was completed as well as dealt with insurance companies on

denials of the procedure.

Professional EPIC Credentialed Trainer – 2008, EPIC Certified Principal Trainer –

Accomplishments 2008, Point Click Care Certified Trainer – 2009

Education 1986 BA-University of Virginia Charlottesville, VA

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