Customer Service Manager
Resume:
EUNIQUE BREWER, CMA
CLEVELAND, OHIO 44104
abgsbu@r.postjobfree.com
OBJECTIVE
A diversified and resourceful Epic Specialist and Medical Assistant with strong analytic skills and Epic Applications
experience in systems applications support, computer operations, and PC & IT helpdesk and desktop ASAP
support. Seeking a consulting position that will help foster my talent and career in the Healthcare IT Beacon
arena. Extensive experience with the Epic Systems, Inc. software with an emphasized focus on Cadence
problem-solving, workflow analysis, and inpatient and outpatient template build. CPOE
EpicCare Amb
EpicCare IP
Have a strong desire to become certified and use my many experiences with other Epic clients to
OpTime
expand my technical knowledge and abilities to benefit myself and your company.
Stork
EDUCATION
Credentialed
Trainer
Medical Assistant, Certificate September 2000 – April 2001
ASAP
Cleveland Institute of Medical and Dental Assistants, Cleveland, Ohio
CPOE
Studies focused on the clinical tasks of a Medical Assistant including preparing patients for
examinations, taking medical histories, and assisting the physician during the examination. In Build
addition, training included assisting the physician during minor procedures, calling in prescriptions to ASAP
pharmacies, collecting laboratory specimens, and sterilization techniques for medical instruments. EpicCare IP
EXPERIENCE
Epic Analyst & Credentialed Trainer April 2010 – Present
Alego Health, Willoughby, Ohio
Satisfied multiple roles during time with Alego Health. Including Credentialed Trainer, Epic Lead
Implementation Specialist, ASAP Analyst Assistant and Command Center Support.
Epic Analyst/Trainer July 2011 – December 2011
Assistant to the Clinical Analyst and Systems Analyst with responsibility of building order sets,
integration testing, round robin testing, and unit testing. During the analysis phase, was responsible
for documentation of current and future workflows, participation in operational meetings, and for the
creation of test scripts. During the implementation phase, was stationed at the Command Center with
responsibility of supporting end-users and traveling to the units when necessary for more difficult
issues.
ASAP/CPOE Credentialed Trainer March 2011 – July 2011
Facilitated classroom training for providers and clinical staff. In training, assisted providers with
optimizing their documentation, updating preference lists, creating SmartPhrases, etc.
Lead CPOE Support/Trainer February 2011 – March 2011
At Euclid Hospital Cleveland Clinic assisted providers with optimization of their workflows and
documentation by providing one-on-one training as needed. Rounded with multiple physicians to
assist in navigating through the ASAP module and assisted nursing staff with placing verbal and
follow-up orders.
Beacon Trainer January 2011 – February 2011
At the Cleveland Clinic Taussig Center was responsible for pre-implementation training by setting up
the training environment and putting together the necessary training documentation. During go live,
worked with providers on how to create treatment plans, staging, releasing outpatient prescription
orders, and when and how to move, cancel, or defer a day’s treatment. In addition, supported nursing
on releasing treatment orders, placing verbal orders, and using the eMAR to document. Focused
efforts towards keeping the providers and clinical support staff within the navigator with the
understanding that they can modify their workflows when they are comfortable with the basic flow
and functionality of the system.
ASAP Physician Support December 2010 – January 2011
While at the Cleveland Clinic Main Campus supported all ED areas in using the ASAP module of
Epic. Assisted ED physicians with signing and holding orders, changing their login context, setting
up challenge questions, placing and releasing orders, arriving patients, placing patients position on
the ED Manager, and tracking patients.
ASAP Nursing Staff Support July 2010
Supported ED nursing staff with navigating through ED manager, track board, assisted HUC with
order entry, tracking patients, and arriving patients while on assignment at Euclid Hospital Cleveland
Clinic.
Epic Trainer & Implementation Support April 2010 – May 2010
As the Epic Trainer at Cleveland Clinic Marymount, South Point, and Hillcrest Hospitals, I was
responsible for facilitating and delivering end-user training for nursing staff. This included training
the functionality and supporting the staff when they went live.
Epic Implementation Lead September 2007 – November 2010
Profero Solutions, Beachwood, Ohio
Using my knowledge, skills, and abilities as Certified Medical Assistant, I was able to fulfill multiple
roles with Profero Solutions. Some of these positions include trainer, implementation support
specialist, and Command Center support working with several Epic applications/modules.
Epic Implementation Support November 2010
At Bon Secours St. Mary’s in Richmond, VA, I supported the nursing and physician staffs using the
Epic system for the first time. Due to the size of the organization, I was able to support in multiple
specialties with varying workflows. Support included CPOE, OpTime, ClinDoc, ASAP, Stork, and
Phases of Care within the pre- and post-op units. Was able to use my experience in previous
assignments to help share best practices regarding documentation, SmartPhrase creation, and other
uses of SmartTools.
Epic Implementation Support November 2010
While at the Cleveland Clinic Weston in Weston, FL., I supported the nursing staffing in the pre-,
intra-, and post-op phases of OpTime. There workflows included documenting supplies, drugs, and
scheduled procedure(s), in addition to allergies, pre- and post-op diagnoses, and time outs. Also
worked with the Charge Nurse, Schedulers, and Ancillary staffs to understand the scheduling process,
grease board, etc.
Epic Trainer & Implementation Support October 2010
During the Epic version upgrade to Summer 2009 at Cedar Sinai, I facilitated end-user training, the
creation of care plans, and go-live support.
Epic Implementation Support October 2010
As the Project Lead for the Epic version upgrade to Summer 2009 at the Cleveland Clinic, I was
responsible for oversight of the support staff, working with the Clinic’s leadership resolve any issues,
while at the same time supporting in the field.
Epic Implementation Support September 2010 – October 2010
While at the University of Virginia (UVa) in Charlottesville, VA, I was responsible for support of the
EpicCare Ambulatory Big Bang rollout. This was the largest Big Bang in Epic’s history and was
extremely successful. While at UVa I was responsible for an Internal Medicine department supporting
the full functionality of the EpicCare suite. This included physician and clinical support staff support
in documentation, encounters, office visits, medication administration, anticoagulation therapy, etc.
Epic Trainer & Implementation Support May 2010
At Hillcrest Hospitals in Cleveland, OH, I fulfilled the role as OpTime Trainer and Lead Support
during the implementation. This role included training and support from scheduling of the procedure
through discharge/transfer of the patient.
Epic Trainer & Implementation Support October 2009 – December 2009
As one of the Epic Trainers for EpicCare IP/ClinDoc, CPOE, and OpTime at the Cleveland Clinic
Main Campus in Cleveland, OH, I was responsible for transferring as much knowledge as possible to
the providers and nursing staff within the hospital to ensure a successful go-live. This included, unit
and peri-operative workflows and implementation support as a lead at the go-live.
Epic Trainer & Implementation Support June 2009
Facilitated inpatient physician training at the Cleveland Clinic Weston in Weston, FL. In addition,
supported the go-live working with physicians on the rounding navigators, admission and discharge,
etc.
Epic Analyst, Trainer, & Implementation Support March 2009 – May 2009
At Parkland Memorial in Dallas, TX, I worked with the Application Team in creating SmartText and
SmartPhrase records for the upcoming go-live. In addition, worked as a trainer on a one-on-one basis
to help with documentation and favorites setup. Then moved into implementation support working
on the nursing units, L&D (using Stork), and rounding with providers.
Epic Implementation Support February 2009
Supported clinical documentation of the implementation upgrade to the Spring 2007 version for the
Cleveland Clinic Children’s Hospital.
Epic Hardware Validation February 2009
At the Cleveland Clinic Euclid Hospital responsibility was to validate hardware setup and build in
preparation for OpTime go-live. This included testing mobile workstation, desktop computers, and
printer configuration and mapping.
Epic Hardware Validation January 2009
At the Cleveland Clinic Fairview Hospitals responsibility was to validate hardware setup and build in
preparation for OpTime go-live. This included testing mobile workstation, desktop computers, and
printer configuration and mapping.
Epic Trainer & Implementation Support November 2008 – December 2008
As the Process Epic Trainer at Cleveland Clinic Huron Hospital trained CPOE and ClinDoc to the
physician and nursing staffs. During the implementation/go-live phase, served as a liaison to the
Build Team on behalf of the physician staff.
Epic Testing & Hardware Validation August 2008 – November 2008
Hardware Validation included testing workstation and printer configuration at Cleveland Clinic Main
Campus Heart Center. Used test scripts to complete regression testing and provide the Epic Project
Team with accurate data to ensure changes and updates can be made to fix the issues.
Epic Implementation Support August 2008
At Cleveland Clinic Lutheran, supported nursing staff with placing orders and documenting on
eMAR, finding lab results, creating patient lists, documenting vitals, etc.
Epic Implementation Support July 2008
Supported pre-, post-, and Intra-op nursing staff at Cleveland Clinic South Point. Support included
documenting drugs, supplies and implants, staff times in and out of the OR suite, and reading the
grease board and tracking patients within OpTime.
Epic Implementation Support June 2008 – August 2008
Supported CPOE at the Cleveland Clinic Main campus.
Epic Implementation Support May 2008
Supported pre-, post-, and Intra-op nursing staff at Cleveland Clinic Marymount. Support included
documenting drugs, supplies and implants, staff times in and out of the OR suite, and reading the
grease board and tracking patients within OpTime.
Epic Implementation Support March 2008
Supported inpatient nursing Order Entry, eMAR, and doc flowsheet documentation in L&D,
Med/Surg, and ICU at the Cleveland Clinic Lakewood Hospital.
Epic Implementation Support February 2008
Supported inpatient nursing Order Entry, eMAR, and doc flowsheet documentation on the nursing
units, Occupational Therapy, ED, and ICU at the Cleveland Clinic Euclid Hospital.
Epic Implementation Support December 2007
At the Cleveland Clinic Main Campus, supported inpatient nursing clinical documentation and doc
flowsheet documentation on the Med/Surg units.
Epic Implementation Support September 2007 – October 2007
While at the Cleveland Clinic Marymount, I was responsible for supporting nursing Order Entry,
eMAR and vitals/doc flowsheet documentation, and retrieval of lab results.
Customer Service Representative March 2010 – September 2010
AmTrust Financial, Seven Hills, Ohio
Was able to use my excellent customer service and communication skills to assist customers, via
telephone, with Haier products in the AmTrust Financial Call Center. Processes included
troubleshooting and solving issues, dispatching service calls when necessary, and overall, ensure the
customers were satisfied.
Account Manager April 2005 – February 2007
Bank of America, Beachwood, Ohio
Handle high, inbound call volume, with calls ranging from sales, issue/problem-related, billing
questions, etc. This helped to grow my skills as Customer Service Representative and Account
Manager as every call was different, but no matter what the call was regarding, the customer needed
to hang up happy.
Blood Bank Manager April 2001 – April 2003
American Red Cross, Cleveland, Ohio
Responsibilities included manufacturing blood components, preparing units for transfusions, daily
production reports, data entry, quality control, and oversight and management of 16 employees. The
Human Resource aspect of the position allowed me to understand the importance of being a team
player and providing support and learning opportunities when possible.
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