Customer Service Manager
Resume:
EUNIQUE BREWER, CMA
CLEVELAND, OHIO 44104
EUN abgse4@r.postjobfree.com
OBJECT I V E
A diversified and resourceful Epic Specialist and Medical Assistant with strong analytic
E pic
skills and experience in systems applications support, computer operations, and PC &
A pplications
I T helpdesk and desktop support. Seeking a consulting position that will help foster my
ASAP
t alent and career in the Healthcare IT arena. Extensive experience with the Epic Beacon
Systems, Inc. software with an emphasized focus on problem-solving, workflow analysis, Cadence
and inpatient and outpatient template build. CPOE
EpicCare Amb
EpicCare IP
H ave a strong desire to become certified and use my many experiences with other Epic
OpTime
clients to expand my technical knowledge and abilities to benefit myself and your
Stork
company.
E DUCAT IO N C redentialed
T rainer
ASAP
Medical Assistant, Certificate September 2000 – April 2001
CPOE
Cleveland I nstitute of Medical and Dental Assistants, Cleveland, Ohio
Studies focused on the clinical tasks of a Medical Assistant including preparing patients Build
for examinations, taking medical histories, and assisting the physician during the ASAP
examination. In addition, t raining included assisting the physician during minor EpicCare IP
p rocedures, calling in prescriptions to pharmacies, collecting laboratory specimens, and
s terilization techniques for medical instruments.
EXPER I ENCE
Epic Analyst & Credentialed T rainer April 2010 – Present
Alego Health, Willoughby, Ohio
Satisfied multiple roles during t ime with Alego Health. Including Credentialed
T rainer, 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
i mplementation phase, was stationed at the Command Center with responsibility of
supporting end-users and t raveling to the units when necessary for more difficult
issues.
ASAP/CPOE Credentialed Trainer March 2011 – July 2011
Facilitated classroom t raining for providers and clinical staff. In t raining, assisted
p roviders 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 t raining as needed. Rounded
w ith multiple physicians to assist in navigating through the ASAP module and assisted
n ursing 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 t raining
by setting up the t raining environment and putting together the necessary t raining
documentation. D uring go live, worked with providers on how to create t reatment plans,
s taging, releasing outpatient prescription orders, and when and how to move, cancel, or
defer a day’s t reatment. In addition, supported nursing on releasing t reatment orders,
p lacing verbal orders, and using the eMAR to document. Focused efforts towards
keeping the providers and clinical support staff within the navigator with the
u nderstanding that they can modify their workflows when they are comfortable with the
basic f low 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 t racking patients.
ASAP Nursing Staff Support July 2010
Supported ED nursing staff with navigating through ED manager, t rack board, assisted
H UC with order entry, t racking patients, and arr iving patients while on assignment at
E uclid 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 t raining for nursing
s taff. This included t raining the functionality and supporting the staff when they went
l ive.
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
f ulfill multiple roles with Profero Solutions. Some of these positions include t rainer,
i mplementation support specialist, and Command Center support working with several
E pic applications/modules.
Epic Implementation Support November 2010
At Bon Secours St. Mary’s in Richmond, VA, I supported the nursing and physician
s taffs using the Epic system for the first t ime. 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
i n the pre-, int ra-, 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 t ime 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
t raining, 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
C linic, I was responsible for oversight of the support staff, working with the Clinic’s
leadership resolve any issues, while at the same t ime 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
E pic’s history and was extremely successful. While at UVa I was responsible for an
I nternal Medicine department supporting the full functionality of the EpicCare suite.
T his included physician and clinical support staff support in documentation,
encounters, office visits, medication administration, anticoagulation therapy, etc.
E pic 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 t raining 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
C leveland Clinic Main Campus in Cleveland, OH, I was responsible for t ransferring as
m uch 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
i mplementation support as a lead at the go-live.
E pic Trainer & Implementation Support June 2009
Facilitated inpatient physician t raining at the Cleveland Clinic Weston in Weston, FL.
I n 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
t rainer 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.
E pic 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.
E pic Trainer & Implementation Support November 2008 – December
2008
As the Process Epic Trainer at Cleveland Clinic Huron Hospital t rained CPOE and
C linDoc 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
C leveland 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
u pdates can be made to fix the issues.
E pic 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 Int ra-op nursing staff at Cleveland Clinic South Point.
Support included documenting drugs, supplies and implants, staff t imes in and out of
t he OR suite, and reading the grease board and t racking patients within OpTime.
Epic Implementation Support June 2008 – August 2008
Supported CPOE at the Cleveland Clinic Main campus .
E pic Implementation Support May 2008
Supported pre-, post-, and Int ra-op nursing staff at Cleveland Clinic Marymount.
Support included documenting drugs, supplies and implants, staff t imes in and out of
t he OR suite, and reading the grease board and t racking patients within OpTime.
Epic Implementation Support March 2008
Supported inpatient nursing Order Ent ry, eMAR, and doc f lowsheet documentation in
L &D, Med/Surg, and ICU at the Cleveland Clinic Lakewood Hospital.
Epic Implementation Support February 2008
Supported inpatient nursing Order Ent ry, eMAR, and doc f lowsheet documentation on
t he 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 f lowsheet 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
O rder Ent ry, eMAR and vitals/doc f lowsheet documentation, and ret rieval of lab results.
Customer Service Representative March 2010 – September
2010
AmT rust Financial, Seven H ills, 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.
P rocesses included t roubleshooting 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,
b illing questions, etc. This helped to grow my skills as Customer Service Representative
and Account Manager as every call was different, but no mat ter what the call was
regarding, the customer needed to hang up happy.
Blood Bank Manager April 2001 – April 2003
American Red Cross, Cleveland, Ohio
Responsibili ties included manufacturing blood components, preparing units for
t ransfusions, daily production reports, data entry, quality control, and oversight and
management of 16 employees. The Human Resource aspect of the position allowed me to
u nderstand the importance of being a team player and providing support and learning
opportunities when possible.
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