Customer Service Training
Resume:
Colleen Nugent Hess, LMT
Painesville, OH 44077
OBJECTIVE
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!
EDUCATION
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
EMPLOYMENT HISTORY
MetroHealth-
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
MetroHealth-
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
COMPUTER SKILLS
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)
Groupwise
Microsoft Word
Excel
Outlook
FACT
Captivate 7,8
Audacity
DEGREE, CERTIFICATIONS, AWARDS
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.
PROFESSIONAL REFERENCES
Upon request
Contact this candidate