Customer Service Training

Stacey E Hinkins

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Telephone 210-***-**** **42 Silver Willow

San Antonio, TX 78254

abih2x@r.postjobfree.com

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Position Desired

In Depth Electronic Healthcare Training Nurse for San Antonio, TX

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Professional Experience

Senior Training Specialist Integrated Clinical Data Base (ICDB) - Aquilent.

Kelly City Base San Antonio, TX 2007 - 2009

Demonstrated experience and ability to develop, plan, and provide

sophisticated Information System or Automated Data Processing, end-user

training on highly complex computer hardware, application software, new

systems, or related procedures.

Conducts the research necessary to develop and revise training courses and

prepares appropriate training materials.

Prepared all course materials (course outline, background material and

training aids).

Prepared all student materials (course manuals, workbooks, handouts,

completion certificates, and course evaluation forms).

Trained personnel by conducting formal classroom courses, workshops, and

seminars

AMEDD AHLTA Sustainment Trainer - Brooke Army Medical Center. San Antonio,

TX 2006 - 2007

Performed Structured On the Job Training and formal classroom training for

End Users including Technicians, Nurses and Doctors in One on One pre and

post training on AHLTA functionality.

Performed system troubleshooting and problem resolution on site.

Functioned as Subject Matter Expert and additionally designed and delivered

regular On the Job real world training for fellow Trainers and

Implementation Assistants.

Extremely comfortable leading classes, large or small.

Healthcare Consultant - Healthlink, an IBM Company. Houston, TX 2004 -

2006

Demonstrated experience conducting formal, hands on training classes for

End Users and non-technical staff in the Healthcare and Customer Service

arenas

Proven ability dealing with complex situations, collaborating effectively

with local and remote personnel in order to provide fast and useful problem

resolutions.

Proven track record of maintaining and expanding client relationships

through delivery of high quality work.

Assisted in World Wide roll out of an Enterprise wide Electronic medical

Record for the Military, AHLTA, formally know as Composite Healthcare

System II (CHCS II).

Specialized in mastering software packages in preparation to teach in short

periods of time.

Designed and taught customized training programs based on clients needs.

Very familiar with Medical Terminology, Coding & Billing including

Healthcare Information Portability and Accountability Act (HIPPA), Current

Procedural Terminology codes (CPT), International Classification of Disease

codes (ICD9) and Healthcare Common Procedure Coding Systems (HCPCS)

Implementation Consultant/Instructor - Volt Services Group. Sandy, UT

2002 - 2004

Developed and implemented training curriculum, visual aides, and reference

materials.

Demonstrable ability to connect training concepts with real world issues

and objectives.

Conducted on the job training to military healthcare customers on the use

of an electronic medical record, AHLTA, formally know as Composite

Healthcare System II (CHCS II).

Delivered Train The Trainer (T3) courses to evaluate and certify

instructors.

Assisted with project planning, implementation and post implementation

support.

Scheduled classes, course, and structured on the job training for all

providers in classes.

Training Developer, Customer Service/Portfolio Retention - World Savings.

San Antonio, TX 2001 - 2002

Assisted with the development and implementation of new and recurrent

training to Customer Service Representatives.

Developed and conducted continuing education and training programs that are

still in use.

Conducted training in Windows 2000 and NT operating systems.

Responsible for maintaining and updating training material and techniques

to ensure that all staff was current on the latest policies, procedures and

software/hardware changes.

Responsible for preparing a weekly status report.

Pharmacy Manager Non Commissioned Officer In Charge (NCOIC) - United States

Air Force 1980 - 2001

Managed and directed personnel and financial aspects of pharmacy training

Monitored training, job placement, and career development of course

instructors

Developed, implemented, and analyzed training for 220 Department of Defense

personnel annually

Managed budget and logistics process and performed cost determination and

analysis for Pharmacy Phase II program

Managed 45 pharmacy personnel in Outpatient Pharmacy

Identified, planned and organized training in individual pharmacies

Identified, planned and organized training in individual pharmacies

Directly responsible for the inventory and update of medications to ensure

patient care and safety

As NCOIC I directly managed the training and career development of over 300

personnel

Responsible for the safe delivery of medications and patient safety with no

mishap

Responsible for the inventory, transportation and safe disposal of

narcotics/scheduled medications

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Military Service

Technical Sergeant - United States Air Force 1980 - 2001

Honorable Discharge

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Education

Bachelor of Science, Healthcare Administration, 2000

Wayland Baptist University, San Antonio, TX

Associate, Pharmacy Technology, 1998

Community College of the Air Force, Montgomery, AL

Certificate, 1997

Air Education Training Center (AETC), San Antonio, TX

Instructor Course

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Certificates

Composite Healthcare System II Expert (AHLTA)

Air Force Information Assurance (IA) Certified

Healthcare Information Portability and Accountability Act (HIPAA) Certified

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Security Clearances

Contractor Employee Trustworthiness Determination (DOD Regulation 5220.2.R)

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Contact this candidate