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Security Customer Service

Pomona, California, 91768, United States
November 12, 2018

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Kellye L. Muckleroy

Moreno Valley, CA • 909-***-**** • •

Supervisor of Admitting OR System Administrator

Offering 20 years of combined experience in system administration, patient admitting, and patient access training. Extensive knowledge of system security, in-patient registration process, insurance verification, and quality control. Excellent communication, analytical, troubleshooting, problem-resolution, and customer service skills. Develops long-term relationships with management, vendors, government agencies, physicians, patients and families to mitigate issues. Bachelor of Arts in Hospital Administration in progress and proficient in MS Office, Project, and Epic Systems.

Project & Program Management

Strategic Planning & Execution

Health Care Information Systems

Quality Assurance

Staff Training & Development

Technical Support

Client & Vendor Relationships

System Configuration

Process Improvement

Electronic Medical Records (EMR)

Regulatory Compliance

Network Security



Senior System Administrator, 2005 – Present

Provides administration and proper authorized security access to EPIC trouble-shooting analysis, related to application access issues for internal/remote customers. Applications managed include EPIC Cadence, Tapestry, Ambulatory, Inpatient, HIMs, Optime, Resolute, and RevCycle/Professional Billing. Accountable for security builds, configurations, implementation, provider profiles, user roles, navigators, activities, menus workspaces, system definitions, shared security, in-basket access, smart groups, SmartSets, preference lists, profiles, patient lists, and system flow sheets.

Ensure compliance with Sarbanes-Oxley Act and obtain approval for specialized system access requests.

Provide onsite/offsite/go-live support, training, and customer support for workflow issues.

Develop and monitor departmental access compliance KPI’s and metrics.

Configure and deploy new systems application and access updates.

Enabled auditing analysis related to application security issues to help monitor patient data volitions.

Security Lead for system security for Ambulatory, Inpatient, Hims, Optime, Resolute, and Professional Billing.

Managed security builds, configurations, implementation, Provider Profiles, User Roles, Navigators, Activities, Menus Workspaces, System Definitions, Shared Security, In-basket Security, Smart Groups, SmartSets, Preference Lists, Profiles, Patient Lists, and System Flow Sheets across multiple Epic Suites.

Managed and provisioned Rev Cycle / Billing Templates for end User upgrades for development of departmental security compliance and metrics modules to one centralized location.

Provide support and guidance to Revenue Cycle business analysts, Revenue Cycle end users on workflows, build and security.

TENET HEALTHCARE (Regional Office), Los Angeles, CA

Regional Patient Access Trainer, 2004 – 2005

Facilitated web based online training and assisted in developing training documentation. Collaborated with regional business office trainer, quality control analyst, and patient access specialist, to identify specific training needs.

Delivered effective systems and operations training for employees and supervisors in Patient Access area, increasing knowledge and productivity.

Served as thought leader in developing white papers, training guides, workflow charts, and analytical tools.

Monitored employee scheduling, participation, and performance, providing corrective action as needed.

USC UNIVERSITY HOSPITAL (Tenet HealthCare), Los Angeles, CA

Government Quality Control Analyst/Admitting Representative, 2000 – 2004

Partnered with Department of Health Services Medi-Cal Office on authorization of services and payments. Submitted Treatment Authorization Requests forms and followed-up on approval status. Forward denied or modified days to appeals unit when necessary.

Improved information accuracy through process improvements such as developing database for better

tracking of Medi-Cal authorizations.

Provided excellent service to patients and high-level of quality on all insurance documentation.


Accounts Payable/Accounts Receivables, 1999 – 2000

Prepared monthly tax forms, posted payments against outstanding balances, and provided collection services.

Maintained proper payment of company expenses and compliance with state and federal regulations.


Clinic Assistant III, 1997 – 2000

Served as clinic assistant lead for Outpatient Psychiatry Department and provided administrative support to Chief of Division for Digestive Diseases.

Created and implemented innovative training programs for new hires.

Ensured billing, CPT, and ICD-9 coding complied with government regulations


Inside Sales, 1996 – 1997

Managed business development to increase account base, grow revenues, and meet sales goals.

Performed market research on competing plans, rates, and policies to ensure competitiveness.

Obtained knowledge of local, state, and federal legislation regarding Medicare benefits.


Patient Service Specialist II/Phlebotomist, 1991 - 1996

Maintained medical records and scheduled, trained, and supervised 10 to 15 employees. Performed patient blood withdrawals.

Facilitated staff meetings to keep employees current on processes and new developments.


Bachelor of Arts in Hospital Administration, University of Phoenix, Corona, CA (in-progress)

Associate of Arts Sociology, Thornton Community College, Harvey, IL

Certified Phlebotomist, California School of Nursing, Los Angeles, CA

Technology: Microsoft: Word, Excel, PowerPoint, Access, Publisher, Visio, Project

Lotus Notes, Epic Systems, Remedy, AS/400, IDX

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