Customer Service System

Lucia Belluscio

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

A Clinical Applications Systems Analyst and Database Administrator with over 8 years experience in clinical office operations

in the medical field as well as telecommunications and manufacturing environments. Familiar with all aspects of general

clinical workflow and the use of software applications in a health care setting. Design, implementation, testing, training,

maintenance and user support of the entire suite of clinical & practice management applications including Computerized

Medical Records, Order Entry, Laboratory Results Transmissions, Electronic Documentation, Prescription Medication,

Transcription Picture Scanning and Archiving, Patient Scheduling, Payments Processing and Online Bill Pay. Familiar with

HIPAA regulations and OSHA compliance issues.

Core Professional Strengths

Requirements Gathering Technical Knowledge Business Liaison

Policies & Procedures Staff Training & Development Customer Service (foreign / domestic)

Problem Solving Procurement Website Development

Database Architecture Contract Negotiations Systems Analysis & Troubleshooting

Professional Experience

Notary Public for the State of New York 2000-Present

2001 - 2009

Clinical Applications Systems Analyst / DBA – Information Systems

Mount Kisco, Medical Group, NY

Daily support and analysis of our clinical office application suite of products. Expert experience with troubleshooting software

inconsistencies, healthcare business processes, customer service and support. Training, testing, maintaining, quality control, backup and

disaster recovery of clinical records.

• Consult with business units to gather information in the development of business requirements as well as functional requirements

and translate business requirements into system requirements.

• Full system life cycle support.

• Develop and present system requirements as appropriate (Presentations, Diagrams, Process Flow Charts, Entity Relationship

Diagrams, Use Cases, Etc.)

• Excellent communication and presentation skills. Proven abilities in facilitation, elicitation and interviewing.

• Understanding of Relational Database Concepts and their application in analysis.

• Document any business limitations appropriately.

• Administration of all Unix / AIX production systems, including 3 test servers, and their interaction with users and PC’s.

• Involved in ongoing training of Allscripts / Misys clinical & practice management software upgrades.

• Responsible for daily monitoring and backup of all databases.

• Administration of our Laboratory Information System including interface, testing, maintaining software, and user support.

• Troubleshooting issues and ongoing communication with our diagnostics laboratory (Quest).

• Maintenance, upgrades and quality testing of ALL Allscripts / Misys clinical / practice management applications both on the server

side as well as PC side.

• Troubleshooting of all system inconsistencies including both server and PC based as well as printer problems, security access,

network access, website issues and user accounts.

• Liaison between our clinical software vendors and user programming problems.

• On going planning and design of ALL clinical / practice management applications which include Emergency Medical Records,

Billing, Order Entry, Documentation, Transcription Scanner Archiving, Prescription Medication, Scheduling and Payment

Processing.

• Testing and analyzing the accuracy of data generated by programs and utilities working in conjunction with our main clinical

system.

• Develop policies and procedures.

• High profile PC support and stay up-to-date on latest technology.

• Backup for Telecom Administration, ACD and call accounting.

• General awareness of yearly budget (Capital and Expense).

• Close inventory control and procurement of required material.

• Design and implementation of our internal Intranet site (MKMGHELP) for easy access of data and quick answers to user questions.

• Design, implementation, update and make script changes to our Internet sites (mkmg.com, mkmgroboticsurgery.com,

mkmgaestheticsurgery.com, westchestersurgerycenter.com) as required.

• Develop, maintain and update PC inventory list of all employees.

• Actively participate in the planning and rollout of new projects.

Outstanding IT help desk support for all users and call tracking. On call rotation.

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Attend monthly meetings with department staff and management to keep informed of latest projects and share information.

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• Training users.

1996-2001

Database Automation Specialist / Telephone System Administrator – Information Technology

Zumbach Electronics Corp., NY

Database Automation Specialist – IT

Creation, updating and troubleshooting of customer database program. • Development and maintenance of Internet and Extranet

websites. • Established network directories and files for all users. • Kept outside sales team up to date with their laptops by

synchronization and with any updates or problems in the software that needed to be addressed or rectified. • Interacted with vendors and

headquarters abroad addressing problems and finding solutions. • Acted as systems support for all employees. • Trained all new

employees with our computer system and applications. • Ran weekly and monthly marketing analysis reports. • Imported and exported

data from our sales and service teams onto our main system. • Enhanced and executed targeted mailings for marketing. • Automated

creation of mailing lists.

Telephone System Administrator – IT

Communicated with telephone application vendors on troubleshooting issues. • Trained employees on our telephone system/voice mail.

• User system support. • Programmed, configured and assigned voice mail and telephone extensions for all employees. • Recorded,

programmed and assigned greetings for entire company as required and their playing times. • Programmed, updated and frequently

monitored ACD system for all selected employees. • Troubleshooting of entire system, including ACD. • Ran weekly and monthly

ACD system reports for review. • Programmed and updated all accounting software as required and allowed specified security access. •

Setup and assisted all employees with their e-mail processing. • Updated e-mail lists for all employees in house as well as abroad.

Executive Director / Executive Office Manager – HR Administration 1992 - 1996

Bridge Communications International Inc., NY

Developed, coordinated and introduced all company benefits packages, including 401K, health, life, disability insurance and stock

options. • Calculated and administered payroll for all employees along with required commissions and expenses. • Wrote checks on

behalf of the company for payment of invoices and transferred funds from all of our banking sources. • Kept accurate inventory and

procurement of materials. • Met with all potential vendors and signed contracts. • Programmed and maintained company security

system program. • Created, updated and maintained company website. • Maintained all company personnel files. • Interacted with our

accounting sources. • Interviewed and screened all potential new hires. • Set up all voice mail and e-mail connections and trained new

employees. • Programmed, maintained and performed troubleshooting of all sources of communication (ACD, Voice Mail, Pagers, Cell

Phones). • Liaison between our company and outside business associates. • Managed team of supervisors for our accounts payable,

accounts receivable and customer service departments.

Education

High School

Fox Lane High School (Graduated 1 Full Year Early).

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Undergraduate

Regis University – Bachelor of Science Degree in Computer Science

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Honors

Graduated Magna Cum Laude (GPA 3.86 in 4.00 scale).

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Alpha Sigma Nu – National Honor Society Membership.

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Professional Training & Skills

Computer Languages

HTML, JAVA, C++, JavaScript, Cobol, SQL, OOP, OOP Design, UML. TCPIP.

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Computer Operating Systems

Unix, Linux, AIX, Windows 98, NT, 2000, XP, Vista, DOS.

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Computer Applications

Visual Paradigm, Image Ready, CITRIX, QuickBooks, Lotus, Access, RoboHelp, MS Word, MS Excel, MS Outlook, Telephony,

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VP (Visual Paradigm), Adobe Photoshop, Professional Writing, Allscripts / Misys (Optimum, EMR, TA, DM, Vision, OM,

Medispan), MS Front Page, Pronto 2000, ReqLogic, TrackIt, Timbuktu Pro, Solomon Reqlogic.

Spoken Languages

Italian – fluent speaking and writing.

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Spanish – general understanding.

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