Customer Service Sales

David L Hardamon

( Hampton, Virginia ( 909-***-**** ( *****.********@***.***

Professional Summary

Experienced quality-focused professional attuned to dynamic healthcare

environment that possesses

balance of analytical, critical thought, service and leadership skills to

effectively meet and handle the

challenges of a fast paced operation.

> 4 years Data Management Solutions experience

> 11 years providing technical solutions and supporting information

technology

> 5+ years Oracle & Excel scripting experience in enterprise software

solution implementation

Primary area of expertise: Epic system software applications, including

user training, workflow analysis, requirements gathering, data validation

and process improvement, pre and post Epic implementation support.

Specific Experience

EPIC Implementation Experience

. Troubleshoot problems or questions from users, and providing support

. Provide direct support to the staffs during go-live project in

different phases and collect sufficient data to provide analyses

for a broad array of issues across disciplines and functional areas

. Trained thoroughly on EPIC system applications for Ambulatory

(Outpatient) system implementation purposes

. During go-lives built preference list, smart tools (smart phrases,

smart text) for providers and other clinicians Also, assisted the

physicians with questions on E&M coding

. Held one-on-one training for physicians when needed to assist with the

understanding of documentation and ordering techniques

. Supported In-Basket the new messaging system to insure an

understanding of how to read lab results, response to lab results,

generate a letter regarding lab results, and how to send a message to

another clinical staff

. Responsible for maintaining and enhancing functionality associated

with the electronic medical record, including clinician documentation,

ordering, in-basket management, and communication tools

Healthcare System Software

Epic Software Suites 2008 and 2009: Epicare Ambulatory, Epicare Inpatient,

Epicare OpTime,

Platforms/Hardware

MS Windows 98/2000/XP/Vista/Windows 7, UNIX, MS-DOS, TCP/IP, VOXEO IVR

PLATFORMS

Programming Languages/Databases

HTML, Oracle DB Software Suite, MySQL Enterprise, MS SQL, MS Visual Basic,

Touchstar Dialing System, Aspect Unison Predictive Dialer Software,

Windows/Shell Scripting

Office Suite Applications

MSWord, MS Excel, MS Access, MS PowerPoint, MS Project, Visio

Education, Training & Certifications

STRAYER UNIVERSITY May

2006

Bachelor of Science Information Systems

Professional Experience

FAIRVIEW MEDICAL CENTER, Minneapolis, MN Mar 2011- Apr

2011

EPIC Application Analyst/Consultant

. Supported the client staff for Epic Inpatient modules focusing on

ClinDoc and OpTime through Go-Live

. Worked with end users to validate system design and identify

additional requirements for successful adoption/use

. Held one-on-one training for staff when needed to assist with the

understanding of documentation and ordering techniques

. Worked with team members and Inpatient Applications Team to resolve

and escalate issues to promote continuous improvement of system use

and set up

. Obtained and maintained knowledge of software functionality and

acquired knowledge of workflows to be implemented on the system

. Developed and modified configurations that met design requirements

. Troubleshooting IT network/PC, mapping printers and set defaults

MOBILE INFIRMARY MEDICAL CENTER, Mobile, AL Oct 2010 - Feb 2011

EPIC Trainer Application Analyst/Consultant

. Collected, understood and transmitted the business requirements for

projects (multiple modules and systems) and translated into

functional Specifications, Database Designs and Detailed Test Plans

. Analyzed business and technical specifications, tested requirements,

procedures and formulated robust business model

. Created Data Flow Diagrams (DFD) and Data Models including Use Case

Diagrams, Activity Diagrams/ State Chart Diagrams, Collaboration

Diagrams, Deployment Diagrams, Entity-Relationship diagrams and MS

Visio

. Partnered with clients to gather all requirements to formulate

business process specifications and translating those into

application functionality, understanding value proposition of the

project, deciding when to advocate and when to compromise to arrive

at mutually acceptable solution

. Documented workflows and results of business analysis and obtaining

sign-off from client on specifications

. Designed and executed test plans, tracked defects and got them

resolved to ensure that business requirements and functional

specifications are tested and fulfilled

. Developed & Implemented standardized training & orientation modules

for CPOE and ClinDoc

. Developed and conducted clinical educational classes/courses

. Conducted training to ensure proper inpatient leveling of care

. Conducted training on and audit consistency in documentation for all

clinical staff and coordinators

. Supported the client staff for Epic Inpatient modules focusing on

ClinDoc and OpTime Modules through Go-Live

TUCSON MEDICAL CENTER, Tucson, AZ May-Jul

2010

EPIC OpTime/Ambulatory OR Trainer

. Trained thoroughly on EPIC system applications for Inpatient, OpTime

and Ambulatory OR systems

. Held one-on-one training for physicians when needed to assist with

the understanding of documentation and ordering techniques

. Mentored hospital staff, providers and hospital administrators on

EPIC OpTime applications

. Assisted in generating workflow diagrams using Visio

. Assist in the development of project proposals, recommendations,

implementation plans, communication packages, performance measurement

tools, and training materials related to the assigned projects

. During go-lives built preference list, smart tools (smart phrases,

smart text) for providers and other clinicians Also, assisted the

physicians with questions on E&M coding and CPOE

. Prioritized and implemented system updates and changes; communicated

changes to users prior to granting access to new releases

. Assisted in the testing phases prior to deployment

. Conducted product demonstrations by making formal presentations to

various senior level audiences

. Troubleshooting IT network/PC, mapping printers and set defaults

STANFORD UNIVERSITY Hospital and Clinics Palo Alto, CA

Oct 2009

EPIC Application Analyst Consultant

. Primary support contact for end users in all phases of EPIC Inpatient

and Ambulatory application procedures

. Collected information regarding potential system enhancement needs

prioritizing and implementing changes requested for the system

. Coordinated software updates and changes with users

. Provided formal presentations to various hospital staff about EPIC

Ambulatory applications

. Collaborated with Managers on work priorities and assignments as well

as resolution and escalation of issues

. Understood the requirements for billing, collections and reporting in

an ambulatory clinic setting

. Trained thoroughly on EPIC system applications for both Inpatient and

Ambulatory (Outpatient) system implementation purposes

Kaiser Permanente Health Connect Group Pasadena, CA

2007 -2009

System Solution Department, EMR Inpatient Health Connect Analyst

. Made formal presentations to various hospital staff personnel about

EPIC and Support hospital staff with transition to EPIC electronic

medical record (EMR) system -KP HealthConnect

. Mentored hospital staff, providers and hospital administrators on

EPIC inpatient applications

. Recommend suggested action steps based on the knowledge learned from

the training and job fields and assist in the identification of key

healthcare redesign business issues (prepare issue reports) in

accordance with all the advises from the end users such as doctors,

nurses and ward clerks. Also provided help desk support when needed

within command center

. Developed, evaluated and distilled analyses conducted by other

departments and/or outside consultants to ensure that appropriate

quantitative and qualitative data is gathered for the analyses

. Provided training to the staffs and providers during go-live project

in different phases and collected sufficient data to provide analyses

for a broad array of issues across disciplines and functional areas

. Assisted in the testing phases prior to deployment (Pre-deployment)

and facilitated deployment activities to ensure site preparedness for

implementation Go-Live initial implementation of EMR system for

eleven Kaiser medical centers in Southern California region.

. Trained thoroughly on HealthConnect system applications for both

Inpatient and Ambulatory (Outpatient) system implementation purposes

aside from HealthConnect knowledge, scheduling and billing mechanical

schemes such as Cadence, HOV and Op-Time (Surgical) Limited CPOE and

Beacon experience

. Demonstrated effective communication, consulting, interpersonal, and

presentation

. Proficient with PC applications including spreadsheet, and word

processing

. Extracted data for analysis and interpretation using developed data

gathering tools

. Troubleshooting IT network/PC, mapping printers and set defaults

. Facilitated deployment activities to ensure site preparedness for

implementation

Verizon Virginia Beach, VA 2007-

2007

Sr Data Analyst/ Workforce Management Dialer Administrator

Actively maintain the calling campaigns and treatment strategies of the

50,000 plus account downloads Also, conduct audits on performance, calling

treatments and overall dialing strategy to verify Verizon's delinquent

portfolio is being worked in adherence to defined collection metrics.

In addition to the management and analysis of the Dialer, took ownership of

all forecasting future statistics, scheduling and intra-day performance

metrics for Verizon's Service Centers Developed and maintained call

forecast models used to predict call volumes for several queues and

multiple departments within the service centers as well as optimal

schedules for the service center staff that will ensure long-term (weekly,

monthly & annual) and intra-day service center goals and guidelines are met

. Develop and execute reporting related to strategy and analysis for

Dialer Campaigns Serve as the single point of resolution for internal

customer requests for Dialer related data

. Develop and execute project strategy in alignment with business needs

across department impacted by Dialer This includes determining

timing, resources available as well as rollout and impact post

Project for small, medium and large scale project items

. Develop and maintain cross functional proficiency within selected

departments, including Aspect Dialer product information within Risk

Operations and Customer Service

. Manage the deployment, monitoring, maintenance, development, upgrade,

and support of all data warehouse initiatives

. Benchmark, analyze, report on, and make recommendations for the

improvement and growth of the measuring, analyzing, and reporting

systems

. Work with stakeholders to define business and operating reporting

requirements for new technology implementations

. Assist the Department Manager to develop business case justifications

and cost/benefit analysis for projects and initiatives

. Perform ad hoc queries and analysis in support of all lines of

business and back office departments

. Develop and maintain production daily, weekly, monthly, and on demand

reports used by line of business owners and senior management

. Implement systems and processes to effectively deliver these reports

and coordinate with other IT team members to monitor successful

execution of all critical reports

. Work with user departments, vendors, and Systems Administrative

personnel to develop and maintain secure data transfers of critical

information delivered to vendors or coming into the organization

. Develop data feeds required for transfer to internal systems (eg CRM)

. Monitor the successful execution of these transfers

. Analyze operations and define processes required to improve

efficiency, address regulatory issues, and implement new capabilities

Teletech Hampton, VA 2006-2007

Customer Service Representative

Sell financial products and services through expert product knowledge,

solution-based recommendations, custom configurations, and promotional

offers. Provided order support for customers who have purchased financial

products from our client

. Developed new and strengthen/expand existing personal and business

client relationships through daily client relationship management,

providing financial solutions that meet clients needs and goals,

penetrating all product and service lines

. Provided financial solutions that meet client's needs and objectives

using sales activities to include conducting consultative

conversations, online charts, teleconsulting, related tag-ons and

referrals

. Managed product mix in order to maximize profitability and increase

share

. Business to business selling balancing short-term sales with long-term

potential

. Converted inactive and underperforming accounts from competitors to

Teletech

. Utilized and maintained opportunity management tool to document and

track new opportunities during the selling cycle

. Updated customer contact information, catalog mailing list, and call

activity summary to ensure industry leading marketing database

. Developed and implemented strategic sales plans to accommodate

business unit goals

. Represented the company at trade association meetings to promote

product

. Delivered sales presentations to key clients

. Prepared sales report showing sales volume, potential sales, and areas

of proposed client

base expansion

~ REFERENCES AVAILABLE UPON REQUEST ~

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