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Customer Service Training

Cleveland, Ohio, United States
August 09, 2018

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Colleen Nugent Hess, LMT

**** * ******* **.

Painesville, OH 44077



Seeking a responsible and challenging position with a growth-oriented organization where my talent and knowledge will significantly contribute to the company’s future growth and profitability.

My passion is assisting others in becoming more knowledgeable, and encouraging all to be the best that they can be!


EPIC Certification in Cadence – 2010, 2014 Epic campus Verona, WI

EPIC Certification in Prelude – 2012, 2014 Epic Campus Verona, WI

EPIC MyChart Certification - 2017 Epic Campus Verona, WI

Adobe Certified Expert Captivate - Devore Technology Beachwood, OH

National Institute of Massotherapy - 2005 to 2007- Graduated December 2007, Massage Therapy Program

Lakeland Community College – General pre-requisite classes

Cleveland Clinic Foundation – Medical Terminology

Cuyahoga Community College/Practice Management Institute – Principles of Coding Workshop



Access Analyst II April 2018-Present

Partners with Service Lines to achieve access goals

Analyze current Service Line procedures and protocols

Design, test, implement and maintain elegant scheduling solutions

Assist in the creation of Questionnaires and Decision Trees

Ensure Workflows consistent across the Service Line

Maintain change control over design integrity.

Follow up post change implementation to assess effectiveness and adjust as needed

Demonstrates exceptional customer service when interacting with Service Line and Partners

Coordinates resources for execution of projects

Manage relationships with clients and stakeholders

Leads new build and modifications to site/ clinic/ provider

Coordinates cross-functional team activities with stakeholders and SMEs to deliver functional Cadence solutions to achieve a High degree of accuracy and first contact resolution.

Leads Optimization of current Questionnaires and workflows

Knowledgeable of all EPIC Cadence and other front-end application features and upgrades

Supports Training department

Facilitate disparate functional areas to a solution

Analyze data to support robust decision-making

Assist in creation of orders


Ambulatory Systems and Access Coordinator Dec 2016-April 2018

Develop and operationalize workflows for new sites, programs and changes in services provided in ambulatory environment

Works with Service Line Leadership, IS, and other departments to identify scheduling systems and training programs to support goals and objectives

Assists in development and maintenance of scheduling templates as it relates to Ambulatory Operations

Analyze Service Line statistics to develop more efficient templates to create greater access

Assist in MyMetro process of creating a more efficient workflow for the patient and end users

Makes recommendations for visit types, blocks and templates

Assist in creating scheduling questionnaires for more efficient scheduling

Maintain provider templates, closing and opening as approved

Assist in the creation of Subgroups

Facilitates implementation of “schedgistration” training courses for Ambulatory staff performing scheduling activities and workflow

Analysis of department scheduling needs to transition to NCS

Analysis and creation of workflows for existing departments

Assist in creation of Scheduling Questionnaire

Manage projects as needed to assist in implementation of scheduling questionnaires

Participate in design, development, implementation, modification and evaluation of the current and future state system

Recommend solutions to enhance functionality

Healthcare Intelligence-

Independent Healthcare Consultant: July 2015-September 2016

Assist Healthcare Organizations in developing questionnaires to better service customers

Assist in the Design of questionnaires

Creating Templates to better service healthcare providers

Create Template training material to assist Hospitals in creating provider templates

Train the process of creating templates

Advise on Best Practice to better origination’s flow, to ultimately assist the client/patient in a more pleasant experience

Review E-Learnings for staff

The Cleveland Clinic Foundation

Educational Partner III, Instructional Designer: June 2010-July 2015

Conduct front end training for registration, scheduling, and Standard Operating Procedures for new multi level end users in EPIC

Conduct Questionnaire training for users in EPIC

Develop lesson plans for new employees

Develop lesson plans for trainees based on needs of individual practice

Assist in redesign of Questionnaires for Dermatology and Plastic Institute

Develop front end training material related to each site joining the Cleveland Clinic

Provide onsite support for GO LIVE

Appointment conversions for new practices joining the Cleveland Clinic using Epic

Appointment conversion report comparison in Epic

Support front end users after training to reinforce processes

Assist with build in the production environment

Assist with build in the training environment

Working with SME to develop scripting for E-Learning

Testing E-learnings

Create E-learnings for users clinic wide

Record voice presentation via Audacity

Perform Quality Assurance on all front-end users

Deliver results of Quality Assurance on front end users

Re-enforcing the Standard Operating Procedures to front end users

Create Quick Reference Guides

Create Informational Guides

Mentor new employees

The Cleveland Clinic Foundation

Financial Counselor: (2002-2010)

Daily balancing of Copays

Daily Deposit for the bank

Accounts Payable

Process billing inquiries from patients

Address all billing issues from patients

Process request from physicians on accounts

Workers Compensation: Processing claims for patients, completing proper forms along with medical documentation for patients

Process Unauthorized Report via Epic

Mailing of Ambulatory Surgery Center procedure requirements

Processing Financial Assistance forms for patients

Process all incoming billing calls from both physicians and patients

Working knowledge of SMS and HBO billing systems

Verify correct ICD-9 and CPT codes were being used on patient billing

Training of all new Financial Counselors

Independent Contractor

Licensed Massage Therapist: (2005-Present)

Relaxation massage for clients

Volunteer my skill to those that are sick and in need through personal contacts

Massage therapy conducted on clients based on need and/ or injury

Referral Coordinator: (2001-2002)

Process all scheduled referrals from PCP office

Processing of Financial Coordinator Unauthorized Report via EPIC

Responsible for all insurance and coverage verifications for OB care; Nutritionist; Flexible Sigmoidoscopes

Coordinate data for insurance company chart audits while interacting with representatives

Interacts extensively with both internal and external customers

Provide coverage for charge entry functions as needed

Working knowledge of SMS and HBO billing systems

Responsible for all aspects of Workers’ Compensation accounts

Daily Credit Card Balancing for Satellite bank deposit

Familiar with HDS and Denial Database reporting

Familiar with ICD-9 and CPT coding

Training of all New Referral coordinators

Cleveland Clinic Patient Service Representative: (2000-2001)

Patient registration

Scheduling patient appointments including specialty visits and diagnostic testing

Copay collection and balancing

Screen and route Physician and nurse telephone calls

Extensively interact with patients to establish positive relations while assisting with problems

Training of all new PSR’s in the department


EPIC- Certification in Cadence (proprietary registration/patient information database)

EPIC- Certification in Prelude

EPIC- My Chart certification

Adobe Certification Captivate

SMS and HBO (Cleveland Clinic Foundation billing systems)


Microsoft Word




Captivate 7,8



Epic Certification in Cadence- Epic of Verona, WI

Epic Certification in Prelude - Epic of Verona, WI

Epic Certification in MyChart- Epic of Verona, WI

Certified Epic Trainer- Epic of Verona, WI

Adobe Captivate Certification- Devore Technologies

Licensed Massage Therapist- Received License in Massage Therapy from the State Medical Board of Ohio January 11, 2008.

World Class Service Award- Received World Class Service Cornerstone Award for Team Work May 2008, from Cleveland Clinic.

Certification for Relaxation Massage- Received Certification from State Medical Board for Relaxation Massage 2005.


Upon request

Contact this candidate