Customer Service Process

Gregory K. Hinch

[pic]***** **th Pl W . Lynnwood, WA 98087 . 206-***-**** . Email:

*******@*****.***

Objective

To contribute strong technical and analytical background, EpicCare

skills, proven aptitude for learning and problem solving, along with

unique drive for excellence in an analyst position with a high quality

healthcare organization.

Professional Profile

Results-driven professional with extensive analytical experience

supporting the goals of Group Health.

Customer-focused, organized self-starter with excellent customer service

skills and proven ability to manage multiple projects concurrently

including all aspects of analysis from requirement gathering to data

pulling, reporting, and analyzing.

Extremely motivated Epic professional having attained EpicCare Ambulatory

proficiency via self-study while demonstrating a propensity for the

material by achieving exam/project scores well above certification

levels.

Highly skilled in creating large scale, multi-tiered, and linked reports

using programming languages and Microsoft Office, especially Excel and

Access at expert levels.

Excellent verbal and written communication skills as well as the ability

to communicate with clear, informative reports.

Well versed in Lean management including A3 problem solving, standard

work, making work visible, rapid process improvement, Gemba, job

breakdowns/aids, and PDCA.

Areas of Focus

EpicCare programming Eliciting requirements

Lean management Structured Analysis

Report building Project Management

Systems Experience and Proficiencies

Proficiency - EpicCare Ambulatory Relational and flat file databases

SAS programming Business Objects/Desktop Intelligence

SQL programming Hyperion/Essbase

VBA programming Windows & UNIX operating systems

Professional Experience

Administrative Analyst II, Group Health Cooperative, Seattle, WA, 2001 to

present

Work as part of the Behavioral Health Services (BHS) Administration team

as a key figure in data mining, reporting, dissemination and subject

matter expertise for the department.

Led the redesign of the performance review process providing excellent

efficiency and

savings of department resources affording the district managers 80-90%

time savings with regard to filling out provider performance scorecards.

Created the build process for a unified "tier 2" visual system across all

BHS clinics and Triage Access Units including creation of the outcome and

in-process monitors, building the dashboards, pushing them out to the

clinics and training end users on the entire process.

Built departmental rollups at tiers 2 & 3 considered by executive

leadership to be among the best at Group Health at "telling the story" of

the department.

Automated the process of creating several reports from data gathering in

SAS or other tools to building and formatting, and sharing any necessary

data with other dependent reports, resulting in time savings of 50-90%.

Built and maintain an MS Access split database for provider chart reviews

that includes an easy interface for inputting data, scoring, and

comprehensive reporting leading to 50% time savings across the entire

process and at least 90% savings on scoring.

Business Analyst, Washington Mutual Bank, Seattle, WA, 1999 to 2001

Worked for Consumer Lending Compliance gathering data and reporting on

issues related to fair lending and compliance with federal government

regulations.

Developed and maintained a process for creating large format multi-layer

maps of lending areas using MS Access and mapping software to visually

match lending patterns to census tract demographics.

Joined as a temporary employee and was quickly retained as a permanent

employee.

Assistant Administrator, Digestive Health Center, Idaho Falls, ID, 1998

to 1999

Managed operations of a high volume practice including: A/P, A/R,

payroll, benefits administration, and performance reviews. Coordinated

physician and staff meetings, created call schedules, as well as monthly

and weekly financial reporting.

Responsible for cash flow planning and analysis.

In charge of the process for choosing and administering health plan

benefits for the organization.

Education and Training

Bachelor of Science, Health Care Administration

Idaho State University, 1998

EpicCare - Ambulatory (proficiency), Data Courier

Self study via Epic UserWeb and iSWTD

Contact this candidate