Training Customer Service

TRAINING AND DEVELOPMENT SPECIALIST

Developing the maximum potential of personnel a company’s #1 resource

Master’s prepared and dedicated learning specialist delivering strategic learning initiatives and raising human effectiveness across all organizational levels. Leverages talent in development and delivery of customized training programs utilizing cutting edge strategies, facilitating training workshops, personal coaching, and development; conflict resolution, and human resource practices. Employs motivational leadership in transitioning under-performing personnel into top producers. Proficient in Microsoft Office, Microsoft Works, and Word Perfect. Currently pursuing a Doctorate of Psychology in Organizational Leadership.

Articulate communicator with exemplary oral, writing, and interpersonal skills; strengthens the overall performance of employees to drive concepts and meet company objectives.

Public speaker recognized for delivering content, clarity, creativity, and enthusiasm.

Effective mediator; identifies and evaluates problems and implements positive solutions.

AREAS OF EXCELLENCE

Leadership Development

Intervention Specialist

Training Needs Assessment

Performance Analysis

Personnel / Team Training

Training Consultant

Program Design

Relationship Building

Staff Management

Conflict & Resolution

Employee Communication Strategies

Workflow Improvement

Executive Workshops

Human Resource Specialist

Client Database Management

PROFESSIONAL EXPERIENCE

Texas Health Resources, Oxford Inc, Arlington, Texas January 2018- current

Epic Credentialed Trainer, Identity Certified

Credentialed in HIM and Resolute Hospital Billing

Trained HIM classes on HIM Denials

Create Coding HIM class material

Trained Epic Hospital Billing classes in Customer Service, Payment Posting, Insurance Follow-Up and Biller

Designed and Updated Material and Input into SharePoint

Worked with Identity team to create documentation for Chart Correction tools

Assisted the Monitor and Merging team to develop materials for operational policies

Completed additional training At the elbow based on new implmented workflow.

LeHigh Valley Medical Center, Pursuit Health Care IT, Allentown Pennsylvania August 2017- Nov 2017

Epic Credentialed Trainer

Credentialed in HIM and Resolute.

Trained HIM classes on Release of Information, Coding, Chart Analysis,

Conducted training on the Dashboard and Radar applications for Clinic management

Trained EPIC Professional Billing Classes in Charge Entry, Charge Review, Claims, Insurance Follow-up and Payment Posting

Maintained information in the Learning Management System

Designed and Updated Curriculum, then input the material into SharePoint

Worked with leadership to identify end users that need a greater amount of assistance and worked at the elbow to assist them in implementing new workflow.

Children’s Healthcare of Atlanta, Apex Systems Inc, Atlanta, Georgia April 2017- August 2017

Senior Instructional Designer

Resolute Hospital Billing, Single Billing Office, and Professional Billing

Reviewed Epic’s Nova Notes and Created lesson plans based on Upgrades taken by CHOA

Created Designed Documents in order to identify the needs of the organization

Updated and maintained information in the Learning Management System

Trained End Users for all areas of Billing

Assisted in Patient Build and tested workflows based on 2017 upgrades to system

Implemented end user labs to assist at the elbow with billing teams in Insurance Follow-up, Self-Pay, and Customer Service

Riverside Health System, Divurgent, Newport News, Virginia Dec. 2016- March 2017

Epic Credential Trainer

Credentialed in Him, Cogito, and Resolute 2016.

Trained HIM classes on Release of Information, Clinical Document Information Specialist, Deficiency Analyst, Coding, Chart Analysis, Charge Review, Identity, Transcription, Reporting and Medical office Staff

Conducted training on the Dashboard and Radar applications for Clinic management

Cross walked information between existing workflows and Epic Workflow

Maintained information in the Learning Management System

Designed and Updated Curriculum, then input the material into SharePoint

Trained various levels of management on the three primary reporting types in Epic: Application, Reporting Workbench, and Clarity

Rochester Regional-Unity Hospital, Oxford, Rochester, New York June 2016- Nov. 2016

Epic Credential Trainer/Operations Consultant

Credentialed in HIM, Resolute, Cadence

Creates Operational workflows for three modules including, Cadence, Resolute and HIM

Successfully trained a diverse audience of End Users for their role in Epic Resolute and Reporting Modules

Provided go-live support to multiple clinics within the Unity Medical Group

Identified GAPs within Operational Workflows that need to be addressed prior to implementation of Epic

Supported Operations by documenting these workflows and communicating with the training department to reflect changes in the documentation.

Worked as an Operation consultant whom created workflow Visions to for On-the-Job training implemented by the operations team for At-the Elbow training.

Peace Health, Greythorn, Vancouver, Washington April 2015-May 2016

Epic Credentialed Trainer

Credentialed Trainer in Epic HIM and Cogito 2014.

Trained HIM classes on Release of Information, Clinical Document Information Specialist, Deficiency Analyst, Coding, Chart Analysis, Charge Review, Reporting and Medical office Staff

Conducted training on the Dashboard and Radar applications for management

Cross walked information between existing workflows and Epic Workflow

Maintained information in the Learning Management System

Designed and Updated Curriculum and Course guides

Trained HIM Identity and 3M Encoder as accessories to the HIM module

Updated various Materials in SharePoint

Trained various levels of management on the three primary reporting types in Epic: Application, Reporting Workbench, and clarity

CHI WEST, Greythorn, Tacoma, Washington March2014-Aug.2014

Epic Credentialed Trainer

Credentialed Trainer in Epic Resolute Billing, Professional Billing, Single Billing Office, Cogito

Also I have been cross-trained ADT, Cadence, and Willow.

Designed Workflow books to capture End Users’ workflow and guide to most useful practices in multiple billing roles.

Trained senior management in reporting using the three primary reporting types in epic: Application Reports, Reporting Workbench, and clarity.

Provided support to setting up established dashboards for manager, directors and upper level management

Conducted on demand of training on the Radar (Epic Reporting Database) in order to assist individuals in identifying proper reports for various roles.

Trained end users in multiple billing roles within the revenue cycle including Front office End Users (Cadence) working with Point of Service Payment Posting.

Provides support to billing offices for both Harrison and Highline Hospitals

Assisted in developing new workflows for different roles, training material, and processes in order to ease End Users anxiety about unsupported workflows.

Conducted on demand training At-the-Elbow to benefit End Users on developing workflows.

Conducted and Implemented information into a Learning Management System.

Managed and Updated Training material through Microsoft SharePoint

Wellstar Hospital System, Marietta, Georgia June-2013- March 2014

Epic Credentialed Trainer

Credentialed in all three components of Epic Resolute Program: SBO (Single Billing Office), P.B. (Professional Billing), and HB (Hospital Billing) and Cogito (Reporting) within Epic.

Also cross trained in ADT, Cadence and Willow.

Successfully trained a diverse audience of End Users for their role in the use of Epic’s resolute program

Applied the knowledge of departmental workflow and procedures associated with use of Epic software.

Conducted engaging and effective training sessions using Adult Learning principles for diverse audiences.

Provided support to various billing departments within the hospital system to address support issues during go-live.

Successfully trained a diverse audience of End Users for the use of Epic’s resolute program and Reporting courses for use within the business offices.

Trained managers in the use of Reporting Workbench Reports for Employee/User Productivity within Epic

Assisted Office Managers in creating Missing Charges reports in their offices to identify missing revenue based on charges not navigating through the Charge Router completely due to potential end user errors.

Conducted engaging and effective training sessions of Epic reporting tools using Adult Learning principles for diverse audiences of Managers, Directors and VPs within the business office of Wellstar.

Managed the students information in Success Factors Learning Management System

Assisted in resolving training and support issues during go-live, and communicated and escalated various issues to ensure a swift resolution.

Managed and Updated Training material through Microsoft SharePoint

Lathan Access Technologies, Carrolton, Georgia 2012- 2013

Instructional Designer/Technical Trainer

Created training to modules to provide Technology Training to Visually Impaired people as a contractor for a Technical Education Disabilities Company

Highlights:

Defined, Created and Maintained a database of training standards to meet the needs and requirements of clients

Trained visually impaired individuals on Software Programs such as JAWS, Dragon, ZoomText, and Magic, and Microsoft Office Products (MS Word, PowerPoint, Excel, and Outlook) that will assist them into returning or entering into the job force.

Led small group training for new employees beginning to facilitate training to visually impaired computer users.

Developed unique strategies and alternatives to encourage clients to reach their goal level of independence.

Created a curriculum with modules for use of both training and evaluating clients.

Created training modules and assessment tools to measure the both the progress and success of clients.

Identified, created, and addressed hesitation of clients to their training by establishing adjustments to the training that addressed the immediate needs of clients

Coordinated their Open House Activities with state vendors and setup workshops.

Provided individual training for visually impaired clients in home.

TDM Web Academy, Atlanta, Georgia Contracted

Virtual Trainer

Provided online training to Professionals in the areas of soft skills enhancement, online marketing, and business development, and time management

Highlights:

Provided training to people in a virtual format.

Facilitated small group session via go to meeting.

Facilitated training ease by preparing students for sessions by sending attachments and assisting with projects between modules

Assisted in the expansion of existing modules to meet the ever growing needs of clients.

Independent Training/Sales Representative, Beachbody Inc., Santa Monica, California 2010-2012

Intervention Specialist/Trainer, Street Smart Youth Project, Atlanta, Georgia 2008-2010

Contracted Training Consultant, EPIC LEARNING SYSTEMS, Dallas Texas 2008–2009

Human Resources Specialist, NEW DAY EQUITY GROUP, Atlanta, Georgia 2007–2008

Area Sales Coordinator, INHEALTH RECORD SYSTEMS, Atlanta, Georgia 2006-2007

Contracted Test Evaluator, PEARSON EDUCATION INC., Duluth, Georgia 2005

Consultant, H&S PROPERTY MANAGEMENT, Lithonia, Georgia 2004–2006

Assistant Manager, LIMITED TOO, INC., Lithonia, Georgia 2002–2004

Contracted Training Consultant, GEORGIA COMMUNITY SUPPORT SERVICES, Atlanta, Georgia 2002

EDUCATION / TRAINING

UNIVERSITY OF THE ROCKIES, COLORADO SPRINGS, COLORADO

PhD in Organizational Leadership – Date of Completion 2018

KENNESAW STATE UNIVERSITY, KENNESAW, GEORGIA

Masters of Science (MS) – Conflict Management & Negotiation, 2002

CLARK ATLANTA UNIVERSITY, ATLANTA, GEORGIA

Bachelor of Arts (BA) Degree – Speech Communication, 2001

Georgia Mediation Education & Training

Restorative Circles Training

Restorative Justice Training for Youth

Advanced Mediation Training / Family Mediation Training

JAWS Certification

Prime for Life Risk Reduction Certification #1382 Expires 10/15/16

IOIENCE

SOFTWARE EXPERIENCE

Adobe Captivate, Adobe Pro, Adobe Acrobat, Google Docs, Microsoft Visio, WebEx, Skype, GoTo Meeting, Microsoft Outlook, Microsoft Office, Microsoft Excel, and Snagit.

SCHOLASTIC AWARDS

Lambda Pi Eta Communication Honor Society, 2001

National Collegiate Communications Arts Award, 2001

Dean’s List, 1998–2001

VOLUNTEER ACTIVITIES

F.L.A.V.A. Ministries for Young Adults

Coordinated Outings for Youth Group of 10-25 students

Created Workshops and networked with vendors for volunteers and donations

Coordinated with different organizations to create a database of opportunities for young adults

RIZ’N YOUTH

Planned and successfully organized a reoccurring festival for 200-300 youth.

Organized and created workshops for students to prepare for adulthood. Activities included: college preparation, budgeting, and time management

G.N.L.I. (Gwinnett Neighborhood Leadership Institute)

Coordinated with Leadership to create the calendar or programs for Leadership Institute Participants

Planned and Executed workshop for participants with a focus on Communication, Conflict Management and Leadership Skills

Created an evaluation tool for the G.N.L.I. program graduates to identify whether they met the goals and objectives of the program

Designed and Implemented evaluation tool for monthly trainings.

Restructured existing training modules for the monthly training sessions.

America Speaks

Facilitated Small Group Discussions on Policy Decisions

Organized a discussion on subjects such as immigration, health and wellness, and social programs

Traveled to various locations and operated as a speaker for the organization.

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