Support Customer Service

Raemona Howard

**** ******* **, *****, ******** *4520

Cell: 907-***-**** *******.*******@*****.*** www.linkedin.com/in/raemonahoward4

PROFESSIONAL SUMMARY

More than 8 years of experience in healthcare industry as a clinical applications analyst and clinician. Developing and supporting the system for EHR and healthcare system. Providing go-live implementation, program execution, planning analysis, and optimization of workflows and training end-users.

Extensive experience as clinical analyst on numerous EHR installs, deployments, and upgrades requiring interaction with physicians and support staff at multiple sites. Specialized expertise with full life-cycle implementation with multiple hospital systems.

Extensive background in Cerner ambulatory applications builds, Inpatient and ancillary support, and training

Demonstrates initiative in identifying and executing process improvements

Expert guidance to clients regarding workflows to ensure successful go-lives and to optimize current state

CERNER TRAINING

Cerner building and maintaining PowerChart, 2018

Cerner fundamentals, 2017

CORE COMPETENCIES

Go-live implementation and support

Program execution

Planning analysis

Optimization of workflows and support

Meeting facilitation

Vendor relationships

Process improvement

Meaningful Use

Software testing, maintenance, and performance enhancement

Acting as physician and nurse champion; encouraging use and adaptation of new software system

Prioritizing and executing tasks in a high pressure environment

End user training

Advanced builds

Application support and maintenance

Test script creation

Regulatory compliance

Clinical knowledge

Patient care

Issue troubleshooting and resolutions

Post-deployment experience, including floor and command center support

Developing relationships with client medical teams and other relevant medical personnel

High degree of understanding of clinical departments’ business processes

TECHNICAL COMPETENCIES

Cerner Millennium, CoreCodeBuilder, dcptools, HNAUser, trackingdbtools; fastsupport, DTA’s

CPOE, Cerner PowerChart, Orders, OEF, task, care sets, PowerPlan, Power forms, Message center, Smart Auditor

Excel

Microsoft Word

PROFESSIONAL HISTORY

Leidos Health (MITs remote)

Cerner Support Analyst 09/17/18 to 1/31/2019

Covenant Health – Knoxville TN

Responsible for tickets logged; research, review, and resolve issues as they come up in system. Responsible for working with end users to identify and resolve EHR related issues. Demonstrate customer service oriented and professional demeanor providing first line support

Provide end user telephone support for the following solutions to assure they were following the appropriate workflow according to the customer build

Physician

Inpatient Nursing

Acute Therapies

Oncology

Women’s health

Behavioral Health

First net

Ancillaries

Research, review and make recommendations for the customer current build in the following Cerner Tools:

Smart auditor

DCPTools

HNA User

Bedrock

.

Alaska Native Health Consortium – Anchorage, AK 6/2015 to 3/2018

Clinical Applications Specialist

Supported and built ambulatory side of ANTHC operations, including support and build for 11 corporations with 87 outpatient clinics

Managed daily customer support, quality control, regulatory compliance

Provided onsite go-live support to clinics and phone support during go-lives and upgrades

Provided on-going on-call support post go-live for physicians

Taught end users EHR functionality and ease of use

Assisted in integration testing,

Contributed to the creation of test scripts

Participated in upgrade and system testing

Provided build, testing, documentation maintenance on new product functionality in Cerner

Provided documentation to training team on new or updated functionality

Provided on call support

Built and maintained Cerner Millennium specific to ambulatory support

Supported workflows and documentation for Cerner CPOE, Cerner PowerChart, PowerPlan, and advanced PowerChart builds

Optimized the EHR system

Performed issue troubleshooting, determined solutions and alternative work around with end users in a timely manner

Analyzed and prioritized system change request, and escalated if needed

Maintained professional and continuous relationships with clients

Conducted requirements gathering, analysis, and documentation of clinical workflows to determine dependencies for improving clinical documentation

Alaska Native Health Consortium – Anchorage, AK 3/2012 to 6/2015

Associate Clinical Applications Specialist, ANTHC Clinical Applications, Informatics

Provided elbow to elbow Cerner Millennium training to Providers and end users

Troubleshooting and testing solutions

Created job aides for end user support

Provided on call support

Kodiak Area Native Association – Kodiak, AK 12/2010-3/2012

Community Health Aide II

Served as primary health aide ( Provider) in the remote village of Ouzinkie, AK, under the licensure of a doctor, Provided care on call (alone) for weeks at a time in remote villages of Alaska

Provided medical care for patient’s issues, including emergencies and medevacs.

Scheduled appointments

Maintained D.E.A. logs and patient records

Performed labs and blood work

Ordered supplies

Provided clinic maintenance

EDUCATION & PROFESSIONAL DEVELOPMENT

EMT-b refresher – AK, 2016

University of Alaska at SEARHC, Sitka, AK, 2011 Session 1 and 2 Community Health Aide Program –

Colorado Mountain College 2003 Emergency Medical Technician (EMT-b)

Union Agricultural Institute – Blairsville, GA

Virginia Intermont College – Bristol, VA

References:

Shawn Douthit (Project Manager) *********@*****.*** 210-***-****

Alizenet Amador (Analyst) *********@*****.*** 630-***-****

Shawna Gravelle (Core Analyst)**********@*****.*** 907-***-****

LaTonya Fullove (Liedos Analyst) 248-***-****

Contact this candidate