Customer Service Training

CAREER PROFILE

*. Meticulous management professional with experience in the healthcare and

technology sectors.

2. Excellent technical strengths including technology system analysis and

end user training/support.

3. Outstanding organizational, interpersonal, and communication skills.

4. Customer service focused with ability to build and maintain high levels

of customer/client satisfaction.

5. Extensive experience in working on medium to large-sized system projects

in a technology-driven environment.

6. Hands-on experience in all phases of project management; to include

constructing project definitions, developing work plans, evaluating risks,

and preparing status reports.

7. Exceptional versatility with the ability to manage multiple tasks in a

pressured environment.

PROFESSIONAL EXPERIENCE

October 2010 - PRESENT

Synergis IT Solutions (Client: Emory Healthcare)

Atlanta, GA

Applications Analyst III

8. Critically evaluate user enhancement requests, reconcile conflicts and

determine true workflow and system needs.

9. Analyze vendor code updates and ensure timely installation into test and

production domains.

10. Responsible for the design, build, testing and implementation of Cerner

Ambulatory Summary and Inpatient Summary MPages.

11. Maintain and update Event Set Hierarchy using Cerner Core Event

Manager.

12. Ensure that appropriate change management approval is obtained prior to

modifying system design.

13. Validate and test system functionality after new implementations or

system upgrades.

14. Utilize fact-finding procedures and in-depth understanding of

application design and build to provide technical analysis of end-user

problems.

15. Conduct root cause analysis and reporting to improve existing

processes.

16. Provide production support, including on-call responsibilities, in a 24

x 7 environment.

February 2010 - October 2010

Adventist Health Systems

Lake Mary, FL

Sr. Clinical Informatics Transformation Analyst

17. Actively participated in process analysis and redesign during

deployment of Cerner's Computerized Provider Order Entry (CPOE).

18. Collaborated with physician executives and physician community to

adjust workflow to electronic medical record format while still meeting

real-world needs.

19. Provided training to facility Super-Users on functionality of

PowerChart for CPOE implementation.

20. Provided "Go-Live" support to facilities by serving as first line

support to facility Super-Users.

21. Audited end-user training and assisted with competency reviews at

facility.

22. Developed training documentation for end-users to facilitate

comprehension and training retention.

23. Wrote testing scenarios and competency tests to assess the

effectiveness of training classes.

24. Monitored process issues and facilitated resolution with clinical

subject matter experts and Information System team members as necessary.

25. Served as a liaison between Information Systems department and facility

clinicians.

October 2006 - June 2009

Medical College of Georgia Health Incorporated

Augusta, GA

Sr. Systems Specialist

26. Provided training to physicians and other staff on Cerner's

Computerized Provider Order Entry (CPOE).

27. Developed training documentation for end-users to facilitate

comprehension and training retention.

28. Wrote testing scenarios and competency tests to assess the

effectiveness of training classes.

29. Coordinated room availability and ensured that the classroom

environment was conducive to learning.

30. Maintained records on attendance, courses offered and evaluation

measures.

31. Prepared quick reference guides to address common clinical system

training issues.

32. Using Powerchart DCP Build Tool, built physicians' care plans into

electronic test domain.

33. Upon successful integration testing, migrated approved PowerPlans from

test to production domain.

34. Analyzed user issues and documented resolutions using electronic work

order system.

35. Provided technical support for clinical information system, and

participated in 24 x 7 on-call support rotation.

May 2005-September 2006

Surgery Center of Columbia County

Evans, GA

Business Office Manager

36. Established and implemented departmental policies, goals, objectives

and procedures.

37. Evaluated billing and collection efforts while ensuring that A/R

balances were within acceptable guidelines.

38. Audited medical records to assure local, state, federal and accrediting

agency standards were met.

39. Oversaw vendor contracts on equipment and supplies.

40. Monitored supply usage and adjusted inventory as appropriate.

41. Interviewed, hired, supervised and evaluated business office personnel.

42. Prepared weekly operational reports for center's management company and

Board of Directors.

Coordinated bi-weekly payroll functions for 50+ employees.

Processed monthly bank reconciliations and credit card payments.

Installed and configured office PCs.

Coordinated software enhancements with Source Medical application

specialists.

EDUCATION

Troy University

MBA-Information Systems May

2008

American Intercontinental University

Bachelor of Information Technology-Computer Systems

July 2006

Augusta Technical College

Associate of Applied Technology Degree-Microcomputer Specialist

June 2004

Application Software Specialist (MOS)

March 2004

Microsoft Certified Professional (MCP)

October 2003

COMPUTER SKILLS

Typing: 65wpm

Software: Microsoft Office Suite (Word, Excel, Access, Outlook, PowerPoint,

Publisher, Photo Editor), Windows 95 - XP, Apple Operating System,

Captivate

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