Customer Service System
Resume:
Shani Lee
Lansdale, PA *****
*****.***.***@*****.***
PROFESSIONAL PROFILE
Motivated self starter with record of success in practice operations including registration and scheduling,
practice management system implementation, customer service and building team relationships. Creative
problem solver with ability to resolve conflict, improve morale and consistently exceed organizational
goals. Persuasive communicator with well developed verbal and written interpersonal skills and ability to
develop productive relationships at all levels of personnel. Computer savvy.
EMPLOYMENT HISTORY
IS Consultant
December2010-Present
Lancaster General Health
Lancaster,Pa
Primarily responsible for the build portion of the rollout of the EpicCare application. Also work closely with
the EpicCare Implementation Team to ensure the development, implementation, training and support of the
EpicCare application.
Administer and manage the Epic systems and the various implications and interactions between the
application and business processes
Plans and coordinates unstructured activities around system use
Performs system installations, maintenance, training, and user support within a defined application
environment having knowledge and taking responsibility of the architecture and how the systems
work internally and together
Supervises projects, as well as all aspects of system implementation, maintenance of system and
support of users
Defines system potentials, integrates, organizes, and executes follow through on projects, tasks, and
system problems, while working as part of a cross functional team
Administration of core business systems or integrated computer applications that go beyond a single
department or system
Associate Systems Analyst October
2009-November 2010
Children’s Hospital Of Philadelphia, Wanamaker Building
Philadelphia, PA
Associate Systems Analyst responsible for providing professional, client friendly, customer focused support
while implementing division specific workflows and computer applications using EPIC across the tri state
area. In addition to the above tasks, working closely with all staff levels including but not limited to: project
managers, cadence trainers, analysts, management, nurses, and physicians all utilizing the EPIC application.
Currently configuring system build and clinical content in Epic Ambulatory for Pediatric
Hematology, testing system changes and development to ensure accurate and complete system
functionality.
Utilize creativity, persistence, and teamwork to design and execute solutions that convey value to
Ambulatory end-users
Coordinate with project team to conclude assigned tasks defined within ambulatory project plan
Coordinate with process management team to analyze and re-engineer processes and workflows to
meet the needs of the Epic end-users
Participated in analysis, design, test, train, and implementation of clinical content and system build
for the following Epic EMR projects at CHOP: Endocrinology, Infectious Disease, Plastic Surgery
Provided onsite support during Endocrinology, Special Immunology, Infectious Disease, Plastic
Surgery and Lab Walk-In projects on the ambulatory and cadence side of Epic
Provided information/education, research, and data reporting to aid troubleshooting issues
Coordinated with other IS groups to see issues through to resolution
Created detailed procedural documentation for ambulatory implementation team to support effective
build of the Epic EMR application
Instructed and mentored fellow team members in functions, capabilities, and use of all applicable
systems
Communicates training and system content clearly and concisely in accordance with established
training program objectives
Demonstrate flexibility regarding work schedule to accommodate needs of the training programs
and varied clinical and non-clinical audiences
Lead Patient Service Representative (PSR) March
2006- October 2009
Children’s Hospital Care Network, Bucks County Specialty Care Center
Chalfont, PA
Lead PSR responsible for overseeing registration and scheduling activities for 17 specialty care services.
Prepare, compile and maintain patient records and facilitate communication pathways for Center operational
activities. Serve as primary user resource for EPIC practice management system. Act as Supervisor for site
operations in the absence of Center Manager.
Monitor multiple registration and scheduling assignments including scheduling template builds and
revisions. Coordinate with Center personnel, OR scheduling, and physicians regarding schedules and
availability.
Verify and update insurance information as assigned PA insurance specialist for multiple CHOP
sites. Maintain current knowledge of third party payer guidelines and communicate regularly with
internal staff and patients regarding coverage status and provision of services.
Provide system support as EPIC super user for current and upgrade applications. Worked
extensively with training staff regarding practice operations in defining parameters crucial to
successful implementation.
Receptionist/Registrar
Summers 1996-2005
Powell Family Medicine Associates
Philadelphia, PA
Assisted in front office reception, scheduling, and insurance verification for busy family practice.
EDUCATION
University of Maryland-Eastern Shore
Liberal Arts Program 1996-
1999
COMPUTER SKILLS
Certification: Epic Care Ambulatory; Specialties including Cadence and Prelude; IDX; Microsoft Word and
Excel
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate