Customer Service Manager

EJ Anam

C. 408-***-****

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

OBJECTIVE

To obtain a position that will utilize my EPIC, Project Management, Document Imaging, Procurement, EMR,

Transcription and team lead experience.

CAREER SKILLS/KNOWLEDGE

Staff training, development and managed staff of Auditing / QA operations

24 people. Customer service

Maintaining DVI Dictation Servers and Administrative services

Customer Modules, LAN Vision Suites, Streamline

Computer operations

Health, Hyland On Base, EPIC

Cost reduction strategies

Project management/Start up operations

Finance/Accounting/Budgeting

Strategic planning / Problem solving

Negotiation Skills

Quota achievement strategies

MS Office and Internet

CAREER ACHIEVEMENTS

Two Highly Successful EPIC Implementations experience in one of the nations top Stanford Hospital and

Clinics, Stanford, CA and Community Medical Center, Fresno, CA.

Assisted with EPIC Project and worked with Health Information Management. Helped in improving

their workflow with EPIC EMR system At Community Regional Medical Center.

Strong Leader, with outstanding analytical and problem solving skills, qualified by 10 years of IT

experience and Health Care Information Management.

A result oriented IT professional, with a proven record of consistently meeting IT goals and deadlines.

Extensive experience in developing and testing application across cross-functional and cross-technology

teams.

Security Access Implementation on how people access the EMR (Electronic Medical Record).

Assisted with EPIC Project Resolute Billing system Security and WQ Access.

Worked with Stanford Hospital Pharmacy Department, Research and Study Group to organize and index

their Data in the new EDMS system for easy retrieval.

Played a significant role in reducing turnaround times resulting in higher efficiency as well as cost savings

Reduced a huge backlog work from 6 weeks down to 48 hours for clinics work and from 7 days to 24

hours for inpatient work

Provide in-service education and training to hospital staff as needed

Lead the project and participated in all software implementation testing and user training

Lead the development and maintaining of Document and Record Management policies and procedures

Reduced Contract pricing with the savings of 30%

Formulated tracking report for dictations ensuring timely processing of documents; enabling near

instantaneous transfer of reports

Cut down almost $120,000 annual telecomm and manpower costs by realigning processes and technical

opportunities

Trained staff to utilize shortcuts for faster retrieval of reports, and customer response time

Lead IT operations, monitor, trouble shoot and maintain multiple interrelated computer systems.

Stabilized dictation tracking process and solutions to frequently encountered problems

As team lead isolated particular transcription issues, enabling better communication between staff,

transcription managers and Director

Established QA payroll process for staff of 120

Established extensive QA administrative processes (checks and balances) streamlining auto important

functions, resulting in 50% decrease in corrections

Trained multiple customers on proprietary customer service software thereby reducing service calls and

streamlining communication processes

Trained and supervised employees in diverse skill sets

Maintained confidentiality of medical record information and office security systems

In addition, I am a committed team player, able to achieve cooperation and dedication, consistently create a

culture of trust and cooperation, and successfully build and maintain key relationships.

WORK EXPERIENCE

Community Regional Medical Center, Fresno, California

Intermediate Business Analyst, July 2008 - Current

Provided consulting services to business/clinical departments. Able to define and develop business requirements

and provide business/technical solutions to complex issues. Analyze requests, develops system requirements,

designs solutions and recommends the evaluation of enterprise applications strategies for review/ considerations.

Facilitates development of required needs analysis, and develops functional integration specifications for those

changes and enhancements. Utilize proven project management principles to coordinate the implementation of

new systems, applications, and operating systems, including documentation, without adverse effect on business

operations. Participated in the redesign efforts to expand/enhance information systems that support changes in the

business processes. Worked with HIM in developing their workflow for the ED, Outpatient and Inpatient Coding

processes. Participated many times in procurement and selections of new systems and software. Worked as

Security Lead on HIM and Resolute Hospital Billing. Built the entire security access for HIM applications which

includes Coding, Chart Tracking, Release of Information, File room and Chart Deficiency Tracking. Also built

the entire security for Resolute Hospital Billing templates, menu and user role. Built Profiles to accommodate the

unique needs of HIM and Resolute Hospital Billing department. Also built experience in Chart Tracking.

Extensive Built experience in Chart Tracking/Coding/CDT/HB/Security/Chronicles. Epic security builds for

Master files such as EMP, E2U, LPR, ECL, E2R, CHT, DEP, and EAF.

Stanford Hospital and Clinics, Palo Alto, California

Health Information Management Systems, Document Imaging Specialist (Manager) Apr 2005 – June 2008

Lead a team of 24 staff members by demonstrating competence in HIMS skills and promoted team work. By

changing the process of work flow doubled the productivity. Establishing QA Process for batch processing

before committing the batch into the system. Evaluated and assisted project management for new systems for

EDMS (Electronic Document Management System) and equipment to ensure optimal performance. Insuring

adequate supplies and equipment maintenance; providing input into policies, procedures and planning functions;

participating in projects as assigned. Assessed the old LAN Vision suite and worked on implementing to new

Hyland On Base Software. Worked with all the clinical departments which also include ASC, ATU, SAU,

Inpatient Units and ED to educate and resolve issues with Document Imaging System. Lead tester for all the

Document Imaging Software, user training and Hardware. Worked on cost savings by bringing the budget down

from 1.8 million to 1.6 million dollars. Negotiated service contract and reduced cost by 18%. Also reduced the

cost of computer hardware by 8.5%. Worked in developing strategies on bringing EPIC (EMR) system and

collaborating with clinics at Stanford on assuring the patient care and the access.

Digital Records Corporation, Santa Clara, California.

Health Information/Operations/Telecomm Analyst (Manager), June 2001 – April 2005

Managed a team of 15 HIMS staff members, helped client with re evaluating Document Imaging System work

flow. Evaluated quality of team work, provided input into policies, procedures; participated in projects and

training at Stanford Hospital, Lucille Packard Children Hospital, Palo Alto Medical Foundation,

O’Connor Hospital, Sutter Delta Medical Center as assigned by CEO. Streamlining health information

management services to customers with combination of HIMS, IT and customer service skills. Significantly

contributed to elimination of missing jobs (over 8,000), decreased turnaround times from five days to average of

one to two days, enabling faster and more effective workflow and troubleshooting. Negotiating service and

equipment contracts from multiple vendors and procuring equipment and supplies. Assisted in multiple platform

and equipment transitions (DVI, Lanier, Dataworx as well as telephone switches). Worked on implementing on

new dictation system from Dataworx. Worked with several hospitals IT and telecomm to migrate from old DVI,

Lanier to Dataworx.

Healthcare Security Services, Santa Clara, California.

Accounts Payable/Accounts Receivables/Purchasing Manger, January 2000 - May 2001

By using MAS 90 accounting software, streamlined the process of Accounts Payables and Accounts Receivables.

Reduced average collection times from 60 days to 21 days. Purchasing and negotiating service contract for IT

services. Negotiated pricing on uniforms and security accessories for over 500 employees. Managed customer

service, negotiated contracts, developed plans for operations and maintenance. Managed a large diversified staff

and implementing employee retention policies and plans.

Teknicare Technologies, Santa Clara, California.

Business Development Manager, November 1994 - April 2000

Developed productive business partnerships with manufacturers of hardware, software and implementation

companies - resulting in increased revenue, greater market penetration and larger footprint. Consistently met and

exceeded monthly sales quotas in access of $ 200,000 per month with an average of 10% to 15% profit.

Provided total solution from selling hardware and software to technical support service contracts to an existing

account, generated $60,000 a month. Managed customer service, negotiated contracts, developed plans for

operations and maintenance. Assisted with utilization of effective sales strategies and plans, increasing revenues

an average of 40%. Proactively managed and distributed work load among six technicians for troubleshooting,

upgrades, maintenance, repair and installation of operating equipment. Provided technical support in sales

presentation, demonstration and all pre and post proposals for new business opportunities.

EDUCATION/CERTIFICATION

B.Sc. – Bachelor of Science

AS - Business Associates

HS - High School Diploma

Certificate of HIPAA Compliance,

EPIC EMR Super User Trainer Certified

EPIC HIM Certified in Coding/Abstracting

EPIC CDT (Chart Deficiency Tracking) Certified

EPIC RESOLUTE Hospital Billing Certified

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