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Support Data Entry

Wilmington, Delaware, United States
January 16, 2019

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W **rd ST. • WILMINGTON, DE *****

PHONE 302-***-**** • E-MAIL


March 2016- April 2016

Houston Methodist Houston, Texas

Go Live Support Specialist

• Guided ambulatory billing call center through the proper use of Epic functionality as it pertained to their PB workflows.

• Observed system functionality to verify correct operation and detect errors and collaboratively discussed workflow related issues and effectively applied solutions.

February 2016- February 2016

Greenville Health System Greenville, South Carolina

Go Live Support Specialist

• Guided inpatient behavioral health nursing and clinical staff through the proper use of Epic functionality as it pertained to their workflows in an inpatient setting.

• Observed system functionality to verify correct operation and detect errors and collaboratively discussed workflow related issues and effectively applied solutions.

May 2015- December 2015

Healthcare System Connections York, PA

EMR Application Specialist/Trainer

• CueShift module implementation to meet requirements as specified in the project plan.

• Performed training on CueShift application specific to client function and procedure via client site and/or webinar.

• Serve as the client’s application expert, ensuring system set up, interface functionality and supports workflow decisions.

• Provides on site, front end systems support, resolving client issues, trouble shooting technical and application issues.

May 2015- May 2015

Unity Point Health Des Moines, Iowa

Go Live Support Specialist

• Guided ambulatory OB GYN through the proper use of Epic functionality as it pertained to their workflows in an ambulatory labor and delivery setting.

• Observed system functionality to verify correct operation and detect errors and collaboratively discussed workflow related issues and effectively applied solutions.

July 2014- October 2014

AdvantageCare Physicians New York, NY

Epic Activation Support Analyst

• Attended training on ACP specific workflows (EpicCare Ambulatory, Kaleidoscope, Prelude and Cadence) prior to go-live

• Provided elbow-to-elbow support to end users in Family Medicine, Pediatrics, Podiatry, Urology, OB/GYN and Dermatology through coaching and issue identification as they worked through registering patients, verifying insurance, creating and authorizing referrals, order entry, association of diagnosis, LOS for charge capture, In Basket as well as work queue and pool management.

• Escalated issues to Site Leads and served as a liaison between the Command Center and end users to communicate issue resolution and updates

July 2014- July 2014

St. Francis Hospital Tulsa, OK

Physician/ Dragon Support Specialist

• Provided inpatient technical support to physicians, surgeons, nurses and specialists.

• Assisted with consults/progress notes, admissions, transfers and discharges, medication reconciliation, SmartPhrases, and order management.

• Provided Dragon support to physicians to ensure workflow efficiency and quality of care.

June 2014- June 2014

Bon Secours Health System Suffern, NY

Epic Activation Support Analyst

• Guided physicians, surgeons, nurses and other clinical staff through the proper use of Epic/Connect Care functionality as it pertained to their workflows in the labor and delivery, med surg, ICU and step down units.

• Collaboratively discussed workflow related issues and effectively applied solutions.

• Participated as a valuable asset in the Go-Live Physician Command Center providing one on one training.

May 2014- June 2014

Texas Medical Center Houston, TX

Epic Activation Support Analyst

• Directed end users with the proper use of Epic functionality as it pertained to Texas Medical center workflows.

• Observe system functionality to verify correct operation and detect errors.

• Communicated unresolved issues and transfer them to the command center and ensure a resolution is provided in timely manner.

January 2014- May 2014

Valley Health System Winchester, VA

Epic Credentialed Trainer- ClinDoc

• Estimated spending over 700 hours testing and explaining the Epic systems ClinDoc module and functionality.

• Trained Super Users and end-users in order to prepare for successful implementation.

• Responsible for the classroom logistics including setup, materials, supplies and equipment.

• Supported the nurses, nursing assistants, RT/OT/PT therapists and secretarial staff as they learned to document patient lists, work list, MAR administration, doc flow sheets including blood administration, IV's, LDA's, nursing navigator including admissions, transfers and discharges as well as care plan and education workflows.

• Collaborated with Instructional Designers and provided feedback on additional end user learning needs, remediation of identified issues and continuous quality improvement activities.

• Assisted in the production and revision of training materials including Epic Lesson Plans in order to reflect Valley Health standards.

• Administered proficiency assessments and evaluations in order to assess the effectiveness of training.

• Provided elbow support for physicians and nurses while ensuring that all hospital staff adhere to meaningful use objectives as well as Joint Commission regulations and core measure standards

September 2013- November 2013

Continuum Health Alliance Marlton, NJ

EMR Implementation Specialist

• Assist clients through the implementation of the GE Centricity EMR product by maximizing provider adoption and defining workflows and best practices.

• Perform continuous review of clinical and operational processes to identify and address improvements and modifications.

• Coordinate EMR training sessions with managers, staff, and providers to optimize tools and workflows in the EMR.

• Promote improved healthcare outcomes through correct utilization of information technology’s ability to measure, monitor and report information as it relates to improved outcomes.

• Provide client support for system and process related issues during Go Live week; as well as troubleshooting and problem analysis.

• Effectively interacting with all departments and level of administration to ensure seamless transitions of operational services and interfaces.

• Identify and evaluate the probability and impact of risk items/issues related to the EMR implementation.

July 2009- September 2013

Software Services of Delaware Wilmington, DE

Implementation Specialist

• Implement software at colleges and universities that automates data entry into Ellucian's Banner database.

• Develop code in PL/SQL and product enhancements to meet client needs.

• Detailed integration with Banner tables, API's and database formats/constraints.

• Implementation of proprietary software from beginning to end guiding staff through workflows, best practices and testing.

• Troubleshoot and debug software and internet connectivity issues to successfully integrate with other 3rd party systems.

• Train new and super users on all aspects of the product including database management, imaging documents and reporting.

• Support system, setup, configuration, integration as well as end user support, upgrades and enhancements.

• Facilitate weekly meetings and calls with clients while managing ticketing system and issues list.

June 2007- July 2009

MICROS Systems, Inc Columbia, MD

Implementation Specialist

• Modify SQL database, and related reports and documentation as required to further prepare and ready the customer’s POS for installation.

• Site visits for peripheral/software installations, upgrades, repairs and workstation configuration.

• Responsible for internet/intranet connectivity and configuration, utilizing network monitoring tools & network operational procedures, cloning workstations and tape library maintenance.

• Document and prepare training outlines from customer specific databases and report packages, based on customer specifications and established standards.

• Consult with customers to determine and review hardware, software, or system functional specifications to ensure a smooth installation process and minimize post installation support requirements.

• Conduct end user staff and or management training including staging, set up/breakdown of equipment, and designing course materials and training manuals.

• Troubleshoot, diagnose and resolve software application challenges via telephone or remote access support using programs such as Webex/PC Anywhere which required expedient identification and timely resolution of problem.

• Exposure to TCP/IP in a LAN/WAN environment.


September 2003- May 2007 University Of Delaware

Hotel Restaurant Institutional Management

Bachelor of Science

April 2012- October 2012 Gloucester County College

Certificate of completion in Health Information Technology & HER


To obtain a challenging position in the Health Information Technology field as an application support analyst that would

best utilize my background in development, implementation, training and customer support.


Health Information Technology Professional with four years of database management experience and one year of Epic EMR

implementation experience. Provided Go-Live support for doctors, nurses and various clinical staff on 6 EMR

implementation projects. Credentialed Trainer for Epic Inpatient; trained physicians, nurses, surgeons, techs and

secretaries. Understanding of electronic medical records systems, clinical workflows, Meaningful Use, quality improvement

processes, and a basic clinical terminology. Proficient in Windows, Microsoft Office Suite applications, SQL Server, and

PL\SQL. Prior experience in workstation configuration, server maintenance, software installations, technical support and

client relationship management.

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