Customer Service Manager
Resume:
Michael L. Dublin
EPIC Credentialed Trainer
PROFESSIONAL EXPERIENCE
EPIC Trainer – August 2008 to July 2009
The Sisters of Mercy Health System (Springfield, MO) is involved in a System wide effort of business
and clinical transformation, enabled and supported by the design and deployment of enterprise
solutions for clinical and revenue management applications (EPIC). This effort involves transformation
of clinical and business processes and system, infrastructure and data standardization.
As a Credentialed Trainer (CT), I enjoyed serving the Sisters of Mercy Health System by conducting
end-user training for the Genesis Epic System, part of the Sisters of Mercy Health System’s (Mercy)
Genesis Project. As a CT, I have been responsible for the training of Super Users, managers and end
users of the following specific Epic applications: ASAP (Emergency Room Staff) and CLINDOC
(Inpatient Nurses, Physicians, Technicians and Respiratory Therapists). The project has also included
exposure to the training of AMBULATORY Staff (Physicians, Nurses, Technicians). This has required
the demonstration of strong platform skills and the ability to handle questions and meet training
objectives effectively.
During “Go-Live” (Phase I – January, 2009; Phase II - March, 2009) it was necessary to be available to
accompany clinical staff while they utilized EPIC to document patient records. This required a hands-
on, immediate ability to answer questions, demonstrate specific documentation methods, etc. The
effort was designed to ensure that clinical staff can maintain the primary focus on patient care while,
concurrently, accomplishing timely documentation.
The CT position has required the successful demonstration of the following skills:
- Strong facilitation and training abilities
- Demonstrate good coaching and change management skills
- Assertiveness skills with an ability to manage conflict in a variety of situations
- Detail oriented and customer service focused
- Effective leadership skills and strong customer service orientation
- Superior goal accomplishment skills
- Experience in positions that require extensive public speaking/presentation skills
- Demonstrated ability to design and deliver end-user classroom based training (25 students avg.)
- Demonstrated ability to be a quick learner and work independently and as part of a team
- Excellent communication skills with all levels of a diverse team
- Demonstrated willingness to accept accountability for assignments, timeliness and quality of
work product
- Strong organizational, interpersonal, communication and writing skills are essential to success
- Achievement of Pathways Certification and Epic Credentialed status
Michael L. Dublin, EPIC Credentialed Trainer Resume’
Page two
OTHER PROFESSIONAL EXPERIENCE
7/09-8/10 CEO/General Manager – Enterprises Unlimited, Inc., a sheltered workshop for the disabled
>> Transition Specialist – reorganized a 30 year financially troubled organization
>> Full responsibility for staff, bottom-line and project completion
>> 65 F.T. equivalent disabled workers employed
>> Completed light-industrial manufacturing projects at competitive-bid gross awards
>> Restructured operations under larger workshop for future financial stability and growth
>> Heavy re-training of board of directors for huge paradigm shift in organizational structure
8/08 -7/09 Epic Trainer – Mercy Health System – see page one
11/07-8/08 CPA – Tax preparation -
>> Individual, corporate, partnership tax returns
>> Client training/Tax planning for savings and/or tax liability reduction
1/07- 11/07 Content Analyst/Financial Manager – Duck Creek Technologies, Bolivar, Missouri
>> Project management – IT development – insurance clients
>> Financial management/analysis of cost/benefits
>> Trained IT staff towards new profit-based management style
8/06 – 12/06 Special Education Teacher – Fair Play High School, Missouri
>> Interim teacher for mentally challenged jr. high and high school students
4/02- 8/06 Financial Consultant/Real Estate Broker– varied clients/projects, Arizona/Missouri
>> Rental property owner
>> Bought – improved – sold residential property for gain
>> Utilized CPA/Broker skills in training/advising other investors
7/03-1/05 Associate Pastor, Solid Rock Ministries, Kansas City, MO
>> Moved from lay-ministry to paid staff for a season during new church plant season
>> Established initial training center for new organization
4/98-12/01 English School Director; Baku, Azerbaijan
>> 125+ University Level Students
>> Trained/managed U.S. Personnel
6/96-4/98 Financial Manager, Harmon Industries (now General Electric); Blue Springs, MO
>> Special projects focused on profitability analysis and audit compliance
>> Taught operations personnel how to be entrepreneurial
5/92-6/96 Government Audit Supervisor, Resolution Trust Corporation; Kansas City, MO
>> Managed CPA Audit firms engaged to ensure property managers compliance w/ gov’t standards
>> Significant training of government contractors at various levels re: required RTC rules
7/90-4/92 CPA- Financial Consultant – varied clients/projects; Kansas City, MO
5/86-7/90 Associate Pastor, Vineyard Ministries International; California and Arizona
>> Training center instructor/pastoral counselor/small group oversight
7/82-5/86 Group Financial Manager Intermetrics, Inc.; Boston and California
>> Utilized 1st Financial IT solution (Lotus Spreadsheets) for forecasting /planning
>> Primary function – to train NASA space project managers in forecasting/planning/business
6/81-7/82 CPA - Financial Consultant – varied clients/projects; Arizona and Boston
1/79-6/81 Assistant Base director, Wycliffe Bible Translators; Peru, South America
1/77-1/79 CPA - Private firm practice; Internal Auditor, Phoenix, AZ
9/74-1/77 CPA - Public Accounting– Ernst & Young (audit/tax), Sole Practitioner; Phoenix, AZ
Michael L. Dublin, EPIC Credentialed Trainer Resume’
Page three
COMPUTER SOFTWARE UTILIZED: EPIC, Excel, Word Perfect, Adobe, Quicken, Turbo Tax Webset,
plus multiple financial and tax software applications audited and used in financial management
Education/ Certification
B.S., Accounting – Arizona State University
30 hours of graduate work towards M.S., Accounting – Arizona State University
45 hours of liberal arts graduate work
Certified Public Accountant – Arizona
Real Estate Broker – Missouri and Arizona
EPIC Credentialed Trainer
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