Customer Service Project Manager

CARMEN LANDRY

*************@*****.***

925-***-**** cell 559-***-**** home

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SUMMARY

My skills include extensive experience and proficiency in (Implementation,

Consulting and Go-Live Support) utilizing the EPIC systems with the

Ambulatory, ADT/Prelude and Cadence application modules. I've developed

strong skills as a self starter, problem solving, decision making and

customer service. Developed excellent written and oral communication

skills with an ability to work in a team environment, work independently,

exercise discretion and sound judgment. Skilled in one-on-one training,

group training and procedures development as well as provide consultation

in departmental process improvements.

PROFESSIONAL EXPERIENCE

Community Regional Medical Center (CRMC), Fresno, CA

February 2010 - July 2010

Business Analyst II ~ EPIC ADT/Prelude Project

. Provided level "2" application support to Patient Access/Scheduling

departments

. Build and configuration using Chronicles and Production environment in

the ADT/Prelude Epic module

. Responsible for departmental build requests within several ADT Master

files

. Analyzed, troubleshoot and resolve application system problems with

minimal vendor intervention

. Completely Trained on Op-Time Epic module

. Actively participated in Summer 2009 EPIC system upgrade

Innovative Consulting Group (ICG),

University of Washington Medical ~ Seattle, WA ~ EPIC Ambulatory Consultant

and Go-Live Support 2009

. Provided Go-live support and consulting for EPIC Ambulatory

Outpatient/Clinic units

. Assist clinical staff with orders, documentation, creating personal

preference lists with labs, diagnoses, and medications

. Guided providers thru utilizing the Dragon Dictation system for

provider documentation

Bahama Consulting, Inner Grove Heights, MN

Stanford University Medical Center ~ Palo Alto, CA~ EPIC Ambulatory,

ADT/Prelude Implementation 2009

. Provided Go-live support and consulting for EPIC Ambulatory and

ADT/Prelude modules in Outpatients units as well as Inpatient units

which included the Emergency Department.

. Assist clinical staff with orders, documentation, creating personal

preference lists with labs, diagnoses, and medications

Kaiser Permanente, Oakland, CA

May 2002 - February 2009

KP Epic Sr Analyst/Project Manager ~ EPIC Ambulatory Implementation Project-

January 2005 - February 2009

. Experience in EPIC Implementation full life cycle and work with

Ambulatory clinical departments regarding workflow redesign to

correspond with EPIC implementation and application system and provide

consultation on modifications to policies and procedures.

. Experience, Implementation and support with well over 30 Clinical and

Hospital Go-Lives

. Collaborate and identify areas of optimization within departments to

reinforce best practices.

. Assists in the development of recommendations, implementation plans,

performance measurement tools, and training materials related to the

assigned projects,

. Understand Ambulatory clinical workflow and conduct clinical workflow

analysis of existing operations

. Develop Ambulatory application specific training curriculums and

materials for end-users

. Extensive experience in building Ambulatory clinical workflows and

providing final workflow analysis, post implementation, and strong

floor support as well as go-live support

. Assist clinical staff in creating letters, manage department pools,

use appropriate visit types when utilizing the visit navigator and

order medications using a panel. Go-live support also included

assisting with the printing of labels in addition to ordering

medications, monitoring referrals sent to specialty departments from

other systems and crossing over to EPIC

. Provided one-on-one Ambulatory EPIC training to end-users and training

to groups of 5-30 end-users at once

. Work with all Ambulatory end users to build personal clinical content

for individual departments.

. Plan and facilitated Planning and Implementation meetings for

Ambulatory department launches.

. Resolve Ambulatory go-live issues as well as create and maintain

regular status reports and maintain documentation and also run Crystal

Reports for clinical departments

. Trained management on how to gather clinical data such as (diagnosis,

medications) and staff productivity and run Clarity Reports for month

end reporting with the information obtained

. Provided go-live support for Ambulatory units and ADT (Admit Discharge

& Transfer) implementation; Transfer patients within

Hospital/facility; floor to floor, bed to bed & also hospital to

hospital within appropriate service area(s). Also, utilize ADT module

to discharge and transfer patients outside of hospital service areas

as well as Troubleshoot any ADT transfer discrepancies

. ADT - Inpatient/Ambulatory Registration: Transfer patients from ED

(Emergency Department) into hospital facility as appropriate

. Cross-trained on EPIC Revenue Capture/Revenue Cycle, Cadence and

Inpatient modules

Human Resources Analyst -

2002 - 2005

. Processing complex HR transactional self-managed cases in a timely

manner for Family Medical leaves, Short Term Disability, Medical and

Workers Compensation Leave of Absence.

. Gained strong knowledge of union bidding, seniority practices and

collective bargaining agreements and laws which also included

interpreting Human Resource policies.

. Resolved payroll/timecard issues as well as employee complaints

utilizing expert customer skills.

Charles Schwab & Co., Inc., San Francisco, CA

April 1987 - September 2001

Information Security Analyst -

. Responded to high call volume request for systems support which

included Mainframe environment

(MVS, CICS & JCL).

. Delegated and managed level on technical support calls, prioritized

trouble tickets and department requests.

. Provided remote access for employees for off-site use and in-house use

via VPN.

. Managed and participated in department projects.

Investment Specialist / Broker -

. Participated in branch business development efforts by building

customer relationships as well as meet departmental target goals.

. Provided excellent customer service by matching and creating customer

investment portfolios to their long-term and short-term investment

goals.

. Open new accounts for new and existing customers.

Lead Operations / Reconciliation Specialist -

. Supervised and trained staff members with operational process and

procedures.

. Reconciled department account for mergers and acquisitions.

. Processed bond redemptions and dividend distributions.

. Assist with proxy reconciliation.

Registered Trading Representative -

. Fielded customer requests to trade investment products in high volume

call center.

. Provided investor education and effective cross selling of products

and services.

EDUCATION

B. S., Business Management, Golden Gate University, San Francisco, CA

TECHNICAL SKILLS

Software Applications: EPIC Software Application (Ambulatory, ADT/Prelude)

Platform: Legacy systems, Mainframe (MVS), TSO-ISPF, CICS, LAN/WAN &

Enterprise networks, Window NT workstations

Operating Systems: Window 2007 / Windows Vista / 2003 / 2000/ 98/ 3.1,

Windows NT Server 4.0

Network Tools: Remedy, Ace Server, Raven - VPN, Focus

Applications: Microsoft Office Applications: Vista / XP: Word, Visio,

Excel, PowerPoint, Outlook, PeopleSoft, Genesis

Certifications: Medical Terminology for Billing... 2009

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