Customer Service Training

Kellye L. Muckleroy

Moreno Valley, CA ***** 909-***-**** ***************@*****.***

Professional Summary

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. Develop long-term relationships with management, vendors, government agencies, physicians, patients and families to mitigate issues.

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

Specific Experience

Provide 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 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.

Healthcare System Software

Epic Software Suites 2005 to 2018: Cadence Check In & Scheduling, ChartView, Epicare Ambulatory, Epicare Inpatient, Epicare OpTime, and Epiccare Anesthesia, PB & HB Billing, Cadence, Tapestry, HIM

Office Suite Applications

MSWord, MS Excel, MS Access, MS PowerPoint, MS Project, Visio

Education & Training

UNIVERSITY OF Phoenix

Bachelor of Arts in Hospital Administration

Corona, CA

THORNTON COMMUNITY COLLEGE

Associate of Arts Sociology

Harvey, IL

CERTIFICATIONS:

CALIFORNIA SCHOOL OF NURSING

Certified Phlebotomist

Los Angeles, CA

Professional Experience

Senior System Administrator November 2005 – Present

KAISER PERMANENTE – Anaheim, CA

Responsible for enhancing, supporting, and maintaining an application within the KP HEALTH CONNECT health system. Responsibilities include optimization of the application through development of new functionality, testing and implementing scheduled vendor releases and system upgrades, and fixing system defects. Provide technical and functional application analysis, define system requirements, and develop logical date models using best practices for build and configuration, maintenance and data integrity.

Assists/Trains internal team members, physicians, clinical and practice staff in the utilization of functionality within the application

Assists technical and project team members to resolve system problems and application-specific issues.

Create and maintain all documentation for assigned applications in order to establish standards for configuration and application enhancements

Communicates problems, issues, and potential solutions to team members, clients and organizational administration

Comply with all applicable guidelines, policies and procedures of IS and UPHS to ensure necessary controls, documentation and audit trails

Consults with the key client stakeholders and cross-functional team members to gather and interpret documented build requirements for implementation projects

Coordinates and adheres to strict implementation project schedules, and handle multiple assignments

Deliver customer service to IS clients seamlessly across system boundaries

Define system requirements, and develops logical data models using best practices for build, configuration, maintenance and data integrity

Develop a thorough understanding of KP HEALTH CONNECT EMR applications

Develop, and execute test plans that are comprehensive and inclusive of application functionality changes and/or enhancements to ensure successful outcomes

Develops departmental standards regarding change control to ensure accurate data tracking and monitors change process by maintaining current protocols and reporting any problems to appropriate personnel

Ensures safety, confidentiality & security of employee and Patient data

Interprets and analyzes complex workflow/system requirements in order to design, configure, test and implement application solutions

Participates in system upgrades and scheduled vendor releases as requested to enhance the application and meet project objectives

Plans and performs complex system configuration

Promptly identifies, documents, and resolves problems with system functionality

Researches and analyze new functionality, and releases within the EMR to enhance practice productivity and operational processes

Works independently on complex projects completing within the designated timeframe and under minimal guidance

Regional Patient Access Trainer 2004 – 2005

USC UNIVERSITY TENET HEALTHCARE (Tenet HealthCare) - Los Angeles, CA

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.

Captivate, Articulate, etc.) as outlined by the Principal Trainer and EMR Applications Analyst/Training Manager

Conducted audits of revenue cycle work queues to ensure standards are being met

Conducted training sessions as outlined in the master schedule for ADT prelude and Cadence applications

Develop, implemented, and maintained training policies, procedures, and training materials for Cadence scheduling applications and Prelude ADT functions

Scheduled and coordinated training resources across USC for central and satellite registration areas, lab registration, radiology front desk functions and physician office staff who complete PAC’s registrations

Executes EMR implementation tasks as assigned and according to project schedule

Facilitated the development of reporting tools for accurate patient access completion and revenue cycle monitoring

Integrated workflows, processes and procedures, and system functionality into training documentation as outlined by the Principal Trainer and EMR Applications Analyst/Training Manager

Identified internal/external training resources and coordinated scheduling as needed

Participate in system upgrades through analysis, testing and development of documentation to support workflows and procedures

Practiced reflective knowledge of HIPAA, DNV, OSHA and other federal/state regulatory agencies guiding healthcare

Provides post EMR go-live ongoing support and EMR system training to new employees

Provide training for staff on new system functionality relevant to practice area and/or job

Provides input and guidance to build and design teams regarding training plans, goals, and implementation within their defined area (scheduling, front desk applications, ADT- bed planning, registration and cashier).

Prepares classroom and test materials prior to scheduled student classes.

Updates and maintains systems manuals and end user documentation used for training

Utilizes a Learning Management System (LMS) to maintain attendance records and program evaluations

Government Quality Control Analyst/Admitting Representative 2000 – 2004

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

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.

Creating and rolling out an annual review and update of the center’s quality improvement plan

Collaborated with Provider Services and Member Services to complete analysis of annual satisfaction surveys and works with all areas to integrate results into departmental goals.

Conducted monthly facility orientations and provider network audits

Developed and implementing the quality improvement program for Medicare/Medical authorizations

Educating and training staff on all aspects of quality improvement

Executes on organizational efforts in ongoing quality improvement processes to ensure compliance with State, Federal, regulatory and accrediting body’s standard requirements

Identifying and integrating quality indicators ;implementing tracking and review of best practices center-wide

Identifies resolves and/or escalates problematic QI areas that may place plan at risk of not achieving annual goals

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

tracking of Medi-Cal authorizations

Managed all data and providing comprehensive analytics and reporting, as needed

Monitored the open action/complaints hotline weekly, plus analyzing high level incident reports, infection control log and survey deficiencies to identify areas of improvement

Monitored new and existing initiatives, provided comprehensive analyses and improvement ideas and integrated those concepts in the short- and long-term

Participated in the development, implementation and maintenance of QI policies and procedures

Participates on QI committees structured to achieve outcomes success and completes committee documentation that is consistent in meeting regulatory and accrediting body requirements

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

Providing comprehensive assessments and QI recommendations to the Senior LIFE board of directors annually

Responsible for the successful development and evaluation of an annual QI work plan and program description by facilitating QI throughout the organization

Accounts Payable/Accounts Receivables 1999 – 2000

SEALE INCORPORATED - Los Angeles, CA

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

Create and distribute invoices to customers via mail, email or payment portals

Enter all expenses into the ERP (i.e. M2M) System from Expensify (for non-AMEX charges) and other miscellaneous expenses as required

Ensure that all received goods have been invoiced by running the RGNI (Received Goods Not Invoiced) report on a regular/monthly basis

Maintain a filing system which includes all invoices and proof of payment

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

Pay Sales Tax as requested by each state for all goods sold. Maintain a Yearly Sales Tax Binder for each state including exemption forms

Perform a weekly analysis and summary of the AR Aging Report making note of all past-due invoices. Maintain the ERP (i.e. M2M) system to update customer and vendor contact data

Process all ACH customer wire payments. Print out the daily bank statement and enter into the ERP (i.e. M2M) system.

Process customer wire payments. Print out the daily bank statement and enter into the ERP (i.e. M2M) system

Process employee expense reports in Expensify

Process Credit Applications and/or Credit References

Receive, enter and verify invoices for payment from external vendors and IMA D&F Divisions. Prepare checks for distribution after approval

Reconcile all inter-company invoices with each IMA D&F Division. Ensure that all invoices are accounted for and summarize in the monthly report. Resolve invoicing conflicts, which may require assistance from senior management

Scan & deposit all checks via the scanner to the IMA D&F USA bank account. Record all subsequent payments in the ERP (i.e. M2M) system.

Verify invoices as paid in the ERP (i.e. M2M) System for all wire transfers

Clinic Assistant III 1997 – 2000

UCLA MEDICAL CENTER - Los Angeles, CA

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

AETNA/US HEALTHCARE - Loma Linda, CA

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

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

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

Patient Service Specialist II/Phlebotomist 1991 - 1996

CIGNA HEALTHCARE - Los Angeles, CA

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

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