Customer Service Manager

ERICA THORESON

**** * ******** ** . ******, CO **210 . Cell: 303-***-****

.abhyjm@r.postjobfree.com

Clinical Informatics Epic Credentialed Principal Trainer and Analyst seeks

contract travel position or relocation position to facilitate clinician end-

user training, project management, and EMR implementation development. Goal

to become Epic Certified within one year.

Credentialed in Epic ClinDoc, CPOE, ADT, Ambulatory, Cadence, Care

Everywhere and OpTime. Expert at curriculum workflow development,

determining and planning end-user success, and maintaining calm demeanor in

demanding environments. Welcome travel as majority of position.

o 6 years of experience in Epic Clinical and Meditech Client Server

Systems Implementation

o CPOE Go-Live Experience

o 6 go-lives for EMR implementation at healthcare facilities

o Management of trainers

o EMR Training consultant

o Adept at Change Management and Public Presentations

o Curriculum development, Technical Writer, and Editor

o Stat UMT Trainer and LEAN Consultant for Performance Improvement

in Nursing

o 11 years of Healthcare Experience

o Customer Service Oriented with a calm demeanor and success focus

Healthcare Information Systems Training Professional with a proven record

of success in administration in a variety of healthcare environments.

Expertise includes software analysis and clinician end-user training,

conversion training project management, admissions management expertise,

bed control, scheduling, staffing, excellent customer service and PR to

patients and clinicians, and recruitment, development and retention of

healthcare professionals. Possess excellent command of medical

terminology/lexicon gained from degree study and over nine years in

healthcare field. Proven ability to build long-lasting, mutually respectful

relationships with providers and patients, resulting in free-flowing

communications and ability to tactfully educate and inform. Technically

adept using Epic, Meditech, IDX, Heat, UMT, MS Access, PowerPoint, Excel,

Word, Outlook and Peoplesoft. Thorough knowledge base of HIPAA, EMTALA

regulations, CPT, and ICD9 codes. Excel at handling high pressure or fast

paced environments. Strong skill as a team builder and collaborator.

Professional Experience

Lutheran Medical Center, Wheatridge, CO

2/2009- Present

Educator- Informatics Systems

Epic Credentialed Clinical Informatics specialist providing computer based

application education and staff development functions such as planning and

implementing clinical functionality orientation, end-user floor support,

end-user in-service education, application and new release testing and

development. Assists with developing competency tools and materials for

current and new applications. Maintains active communication amongst IST

team, clinical staff, interdepartmental staff and organization.

Primary Physician and Nursing Educator for CPOE Implementation, inpatient

clinician teacher of all units and specialties, public speaker, 24/7 oncall

support using HEAT ticket system, curriculum development, online module

development, using powerpoint, excel, and word systems. Working closely

with top administration CNO and CIO to facilitate excellent CI services to

inpatient staff.

Worked closely with Performance Improvement and LEAN coordinator in Nursing

Services, Stat UMT technical consultant and trainer, gathering nurse

workflow statistics and improving Direct Patient Care rates on the units.

Kaiser Permenente, Denver, CO

11/2008 - 2/2009

Contracted Consultant Training Coordinator, Membership Administration

Optimization

Brought on to redevelop customer service training documentation and

development as Kaiser Customer Service Center in Ft Worth, TX is moved to

Denver, CO. High travel and remote work involving interpreting workflow,

rewriting and formatting multiple system training manuals. Extensive remote

group meetings to plan large-scale training run-up in Denver, extensive

project coordination efforts requiring strong collaboration skills, strong

writing skills, strong group training background, and discipline to travel

and work independently.

Exempla St Joseph Hospital, Denver, CO

10/2008 - 9/2009

Contracted Consultant Clinical Informatics Training Manager

Serving PRN in using Meditech Client Server, Picis, and PulseCheck systems

to maintain patient flow and best care practices within a large inner-city

hospital. Systems training and coordination of nurse staffing and bed

management on patient units. Meeting with nursing management to facilitate

optimal patient flow from intake to discharge, and ensuring best care

practices by advising on sufficient nurse staffing to accommodate patient

influx. Clinician end-user training on multi-facility Exempla Epic system

implementation, planning training and consulting on project management and

training documentation.

Centura Health

1/2007 - 1/2008

Highly-valued Contracted Consultant selected to complete training Meditech

PCS inpatient implementation projects throughout the state.

St. Mary Corwin Hospital, Pueblo, CO

Meditech PCS Trainer

Relocated to Pueblo, CO for six-week conversion prior to go-live. Trained

hundreds of Nurses, CNA's, Unit Clerks and new hires on Meditech PCS system

in four hour sessions for up to 12 hours per day. Applied adult learning

techniques and classroom management methodologies. Emphasized adherence to

HIPAA regulations. Coordinated Training Assistant (TA) assignments, ran

post-session scripts and prepared schedules that minimized overtime pay.

Followed up training by providing on-the-spot, roaming advice.

> Demonstrated excellent communication and presentation skills,

skillfully presenting complex clinical information to students and

trainers. Possess exceptional public speaking skills using PowerPoint,

projector, and microphone.

> Initiated aiding physician trainers and Emergency Department module

training due to comprehensive knowledge of additional Meditech

modalities.

> Noted for amiable, refined, and patient style of instruction,

resulting in becoming a highly sought out instructor.

St. Anthony Central Hospital, Denver, CO

Meditech PCS Training Manager

Hired, scheduled and directed 8 RN trainers and 15 TA's to perform PCS

Meditech training. Recruited employees to training teams. Reported directly

to executive (CNO/VP) level to ensure successful implementation of

converted system. Accountable for management, including budget, cost

controls, dispute resolution, and delegation. Contributed to classroom

training through computer troubleshooting and direct training. Recruited

and directed administrative assistant. Balanced conflicting training space

demands.

> Highly responsible and relied-upon manager - served on-call for 16

hours every day.

> "Erica very successfully and expeditiously developed a team of

trainers that were seasoned and experienced... did a great job of

meeting the student's needs including... providing extra classes that

were above and beyond normal business hours." -

Noreen Bernard, R.N., Director of Clinical Education

Porter Adventist Hospital, Denver, CO

Meditech Nursing IT Trainer

Trained ICU, MedSurg, and Psych RN's on Meditech PCS software, performing

seven classes a week, four hours per class. Scheduled six trainers and 40

TA RN's in order to fully staff all classes. Adeptly translated IT

information into relevant medical examples for RN's. Kept close track of

complex database information.

> Possess strong ties and solid relationships within nursing community,

resulting in attracting a following of former co-workers to new

employment.

> "Erica consistently stepped up to take on additional assignments... is

very intelligent... very diplomatic in dealing with a variety of

personalities in a stressful environment." -Sheila Hansen,

I.T. Director

University of Colorado Hospital, Denver, CO

10/02-10/06

Lead Access Center Specialist

Supervised, trained, and scheduled staff of 12 for a 365/24/7 hospital call

center using Meditech Magic system. Interacted extensively with public and

medical personnel to convey complex information and handle confidential

information. Displayed strong work ethic; averaging 55-60 hours per week

for four years, including evening and weekend on-call. Served as Certified

Colorado Notary Public. Served as Staff Trainer/ Presenter of acute patient

transfer processes/ regulations to health care staff. Built strong

relationships with attending physicians, nurses, and house managers.

Attended vendor/director meetings as sole replacement for supervisor.

Served as primary communicator with House Manager RN on case details.

> Received rating of "Exceeds Expectations" on all annual reviews.

> Saved approximately $30,000/cost of one part-time employee by

creatively working within existing employee pool to staff center.

> Displayed excellent skills communicating in high-pressure situations

with physicians due to comprehensive clinical knowledge of medical

specialties, medical terminology, and anatomical and procedural

knowledge.

> "Erica invariably serves as a resource for the staff she

leads...managed an ever-changing 24/7 schedule effectively, ensuring

adequate staffing (with) very short notice... very gifted

communicator... able to moderate and manage any type of challenging

situation." - Robert Potter, R.N., Supervisor

Rose Medical Center, Denver,CO

3/01-8/02

Emergency Room Patient Admissions Representative

Managed patient flow in a nationally top-ranked ER using Meditech Magic

system, working evenings with minimal supervision. Performed medical

insurance verification. Prioritized, triaged, and admitted diverse range of

patients. Communicated differences and coverage of national, state,

hospital, and insurance policies.

> Noted for ability to complete E.R. admissions tasks rapidly while

remaining tactful, flexible and calm.

Boulder Medical Center, Boulder, CO

10/99-11/00

Cardiology/Internal Medicine Lead Medical Receptionist

Created and maintained complex schedule for 16 medical staff using Meditech

Practice Schedule Manager 4.5. Instructed and directed patients on

preparation for Cardiac, Internal Medicine and Interventional Radiology

testing procedures.

> Selected for promotion to lead role due to proven ability to work fast

and communicate clearly.

Education

University of Colorado, Boulder, CO

Bachelor of Arts Degree, Psychology, Behavioral Genetic research emphasis

Self-financed last two years of college while working fulltime . Performed

in CU choir for 4 years

Served as Editor/Writer of university newsletter for 2 years .

Conversational French skills

Community Contributions

Max Fund Animal Shelter Events Coordinator

Denver Marathon sweep vehicle volunteer

Colorado Choir member

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