Customer Service Manager
Resume:
Verretta J. Whickum
Chesapeake, Va.23322
Home-757-***-****
Cell-Phone- 757-***-****
Education: MSA- Master in Health Administration (Concentration in Health
Service Administration), Central
Michigan University, Maryview Cohort IV, 2004
B.S.N., Medical College of Virginia/Virginia
Commonwealth, 1996
AS., Norfolk State University, 1986
L.P.N., Norfolk Technical Vocation Center, 1973
Certifications:
Clinical Documentation NVT 2008
OpTime NVT 2008
Ambulatory- one test away from certification
Experience
CSI Tech Inc (March 2010- present)
Consultant with CSI Tech, assigned to work with Grady Memorial Health
System in Atlanta, Ga. as an OpTime Analyst. Proficient in the OpTime
Application and the built of that application. Working knowledge of other
applications, provides application support to end users, monitors and
addresses issues. Also responsible for reviewing monthly release notes,
build and testing.
ParkerIT Healthcare (Jan 2010- February 2010)
Consultant assign to work with Northshore Health System in Evanston, Il.
Working with the OpTime Team with build of staff and resources, preference
card build, set-up of printers, and any other assignments assigned to me.
CTG Healthcare Solutions (Aug/2009-Nov/2009)
Consultant with CTG Healthcare Solutions. Senior Consultant clinical
advisor to Kettering Health Network, working with Clinical Documentation,
L&D, OpTime, and Anesthesia teams through their implementations.
maxIT Healthcare (Sept/2008-Sept/2009)
Consultant with maxIT Healthcare, LLC. Have thirty-five years healthcare
industry experience specializing in the build, training, testing,
programming, and implementation of clinical applications. Has served as
OpTime Lead Application Coordinator, Manager of Open Heart Surgery,
Clinical Manager, and Staff Nurse. Consultant has earned certification in
Epic OpTime: NVT 2008 Version and Clinical Documentation: NVT 2008 Version,
a BS Degree with a major in Nursing, an MS Degree with a major in Health
Administration, and LPN status. Expertise in coordinating Integrated
Testing amongst applications.
Worked with Parkland Hospital, Dallas Texas as their Integrated Testing
Coordinator. Did integrated testing with the application teams to verify
functional, performance, and reliability requirements.
Bon Secours Health System (Jan/2007-Aug/2008)
OpTime Lead
. Has thirty-five years healthcare industry
. Served as OpTime Lead Application Coordinator experience specializing
in the build, training, testing, programming, and implementation of
clinical applications.
. Responsible for training, design, build, and validation of the Epic
OpTime product
. Built reports, templates, quick forms, equipment and staff pool
records and securities for OpTime
. Tested the system for workflow, security, and programming point
functionality
. Coordinated and managed the training project plan for OpTime
. Identified knowledge gaps for other application integration with
surgical departments
. Recommended solutions to solve gaps
. Developed and delivered training to fill gaps
. Gained working knowledge of Epic applications including ADT, ClinDoc,
Orders, ERX, and some parts of Cadence
. Assisted in build of numerous reports, templates, and securities for
the OpTime application
. Answered during and after-hour help-desk calls pertaining to OpTime
functionality
. Assisted with and trained specialty nurses in building preference
cards
. Supported build needs by modifying category lists
. Built records for equipment, trays, and instruments in the
Product Specialties
Certification Epic OpTime- NVT 2008 Version, ClinDoc, NVT 2008 Version
Clinical Analyst Clinical Documentation
. Actively participates in effective teams through developing trust,
encouraging productive conflict, connecting to goals, holding each
other accountable and focusing on achieving results.
. Perform in-depth analyses of workflows, data collection, report
details, and other technical issues associated with the use of Epic
software.
. Establishing change control procedures for the system.
. Populating databases for which they are the owner during the initial
system build, with assistance from Epic staff.
. Setting standards for naming and numbering conventions and security
classifications.
. Understanding choices in application specifications. Investigating the
preferred choices of the users.
. Analyzing data conversion needs.
. Preparing details of specifications as needed.
. Developing and documenting internal procedures.
. Collecting information regarding potential system enhancement needs.
. Responding to Epic's technical questions.
. Maintaining rules for how each new version is released.
. Analyzing new functionality in new releases to determine whether or
how it should be used.
. Ensure that data interfaces in respective applications meets business
needs.
. Troubleshooting problems or questions from users.
. Prioritizing and implementing changes requested for the system.
. Coordinating software updates and changes with users.
. Thoroughly reviewing and testing each new release and communicating
needed changes to Epic before users are permitted to access the new
release.
. Working with users on the sharing of data, category lists, etc.
. Aiding trainers during user training.
Bon Secours Maryview Medical Center
Clinical Manager of Open Heart Surgery (June/2005-Jan/ 2007)
. Responsible for total supervision and oversight of patient care and
clinical activities within the two Cardiac Operating Room Suites.
. Continuously assesses the quality of patient care throughout the
perioperative phase attempting to achieve standards of Perioperative
Nursing Practice as established by the Association of Operating
Nurses.
. Participates as a team member by performing additional assignments not
directly related to the job description when workload requires and as
requested by Director of Surgical Services.
. Responsible for extending the mission and values of the Sisters of Bon
Secours by understanding each customer, treating each patient, staff
member, and community in a dignified manner with respect, kindness,
and the understanding, and subscribing to the organization's
commitment to quality and service.
. Responsible for $4,831,960.00 annually for budget of supplies and
manhours. Responsible for and participates in JCAHO Review.
Knowledgeable of all JCAHO and OSHA requirements.
Alliance Medical Corporation
Area Service Representative (July/2004-June/2005)
. Partner with Sentara collectively to look at cost-saving potential
from reprocessing class one devices. Educating staff and physicians on
the philosophy of reprocessing.
Sentara Norfolk General Hospital, Norfolk, Va. (1990-present)
Electrophysiology Lab(2004-2005)
. Work as a staff nurse delivering conscious sedation. Was responsible
for the perioperative patient's care that recognizes the psychological
and physical need of all patients.
Clinical Manger, OHS, (2001- 2004)
. Serves as a mentor by role modeling a professional practice consistent
with organizational goals, customer service, clinical effectiveness,
and standards of care.
. Responsible and accountable for daily operations of two assigned units
on a twenty-four hour basis, seven days a week.
. Develops, implements, and monitors compliance to unit operating
budget. Responsible to Vice President of Cardiac Services and Director
of Surgical Services, for the management of 42 FTE's and an annual
budget of $4,024,122 salary and $ 8,838,089 non-salary in a Level I
Trauma Center.
. Directly responsible for all aspect of administration of four (4) OR
cardiac suites. Accountable for evaluation/supervision of RN's, CST's,
SA's, and CVS/Monitor Labs. Helped in implementing PICIS for the
operating rooms.
. Responsible for and participate in JACHO and OSHA reviews.
Team Coordinator, Open Heart Surgery, (1997-present)
. Responsible to Vice President of Cardiac Services and Director of
Surgical Services, for the management of 42 FTE's and an annual budget
of $650,117 salary and $ 1,838,089 non-salary in a Level I Trauma
Center.
. Directly responsible for all aspects of the administration of four OR
cardiac suite. Had the accountability for evaluation/supervision of
RN's, CST's and SA's.
Accomplishments:
. Developed orientation program in cardiac for RN's and CST's.
. Initiated standardization of trays, component packs, valve inventory and
other cardiac products.
. Participated in Institute of Healthcare Improvements for best practice in
OR efficiencies
. Participated and supportive cardiac services to get SNGH voted in the top
one hundred hospitals for best practice.
. Positive relationship with cardiac surgeons.
. Participated in America's "Best Hospital", 199, 2001, 2002, and 2003.
Cardiac Staff Nurse (1990-1997)
. Specialized experience in open heart surgery including; CABG's, valves
repair/replacement,
using tissue, mechanical and homografts, all thoracic cases,
heart and lung transplants, TMR, and minimal invasive procedures.
. Preceptor RN's/CST.
. Maintain/maintenance of equipment in heart rooms.
. Circulated/scrubbed on all cardiac cases.
. Assume charge role in absence of Team Coordinator.
Sentara Leigh Memorial Hospital, Norfolk, Va. (1977-1990)
OR Staff Nurse (1987-1990)
. Staff nurse in 12 OR suite, specialized in GYN procedures.
. Initiated laser protocol for GYN procedures.
. Circulated/scrubbed most cases, ie. GYN, Vascular, Neuro, and General.
. Resource person for GYN.
Staff Nurse (1987-1986)
. Telemetry nurse for 8-bed suite.
. Total patient care of all assigned patients.
. IV therapy, medication administration, patient/family education.
LPN (1986-1977)
. Worked on 48-bed medical unit.
. Team nursing under the direction of a RN.
Comprehensive Additive Service Program, Norfolk, Va.
LPN (1975-1977)
. Methadone administration nurse.
Portsmouth Psychiatric Hospital, Portsmouth, Va. (1975-1974)
LPN (1975-1974)
. Provided nursing care under the supervision of RN.
Norfolk Community Health Center, Norfolk, Va. (1973-1974)
LPN ( 1973-1974)
? Direct patient care under the supervision of RN.
Proficient in Microsoft Word, Excel, Visio's and Powerpoint.
Also have some experience with Sharepoint
Professional Memberships:
. Association Operating Nurse/ Cardiothoracic Specialty Assembly- member,
1997-present.
. Sigma Theta Tau- member, 1998-present.
Presentation:
. Best Practice: OR Turnover Times, IHI, New York City, N.Y., 1997.
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