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Training Customer Care

Location:
Dallas, Texas, United States
Posted:
March 28, 2019

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Resume:

Elizabeth Wells

Sr. Certified EHR Consultant

Cell: 214-***-****

PROFESSIONAL SUMMARY:

Professional with experience managing enterprise implementations of Epic EHR, HR PeopleSoft, Healthcare Information, Coding, Identity, and Document Management Systems.

Gathering, analyzing and defining business and functional requirements; creating comprehensive metrics, trend charts and other decision-making tools, such as process-mapping initiatives; and designing/re-engineering processes, workflows and technical/education solutions for healthcare systems.

Proven ability to lead seamless implementations and deliver next-generation technical/education solutions improving workplace productivity.

CORE COMPETENCIES:

Epic Integration, Scripting, and Testing

Epic MST HIM and Identity Environment Build

Project Management

Training

Epic Reporting Workbench

Document Management Solutions

Operational Workflows

Process Improvement

Quality Assurance

Data/Operations/HIM Informatics

Database Design/Build & Management

Designing e-learning materials through Captivate

PROFESSIONAL EXPERIENCE:

Hackensack Meridian Health and Hospital Systems, Hackensack New Jersey March 2017- December 2018

Epic IT: HIM, IDENTITY, Reporting, and DOCUMENT MANAGEMENT System Specialist Coach

(A 800 + bed for profit hospital with eight additional satellite facilities and physician practices)

Mentor and coach newly certified HIM System Specialist (PT), creating a seamless transition of responsibilities and proven methodologies

Create, and facilitate prospective credential trainer program for consistency delivering end user training

Prepare CT’s for Epic paneling with a current success rate of 99 percent!

Ensuring a successful training program by meeting with project readiness owners and establishing clear expectations

By initiating meetings with department SME’s and leadership, I was able to provide an opportunity to conduct Role Analysis for security mapping. This methodology ensures that end users are assigned the appropriate security, and enables them to complete appropriate tasks post go-live with no delays in operational processes

Appropriate use of tools in performing role, training, and build Gap Analysis to identify deficits that may have otherwise been missed pre end user training

Complete clean MST 2018 build for HIM and Identity, validating approved training scenarios for end user training

Develop training for multiphase implantation ensuring consistency in processes throughout the network

Ensure appropriate management, scheduling, and logistics of CT’s resulting in 100 percent classroom coverage

Training command center lead expediting communication and closing the loop on training gaps during go-live

Create Visio workflows for each operational task, providing a guide for mapping current to future state

Further aligning with stakeholder expectations by adjusted lesson plans post pilot training

Create Knowledge Builders (tip sheets), and Quick Start Guides for end user ‘at a glance’ instructions on how to complete a single task; avoiding delays in processes

Maintain integrity of EHR (Acute and Integrated Scanning) by initiated proven methods, and working closely with Document Management Administrator

Manage steady state training, in conjunction with rolling multiphase implementation, while ensuring the alignment of workflows for each facility

Troubleshoot and triage service tickets within ticketing application, maintaining a daily 98 percent resolution rate for HIM

Active participant in adoption sessions in order to share significant changes with HIM stakeholders

Facilitate daily go-live SuperUser critical communication huddles to discuss post go-live ‘hot topics’ and new/updates to training processes

By using Captivate software to create e-learnings, I pared down the need for classroom training

Riverside Regional Medical Systems, Newport News Virginia November 2016- February 2017

IT Implementation Team: HIM, IDENTITY, and DOCUMENT MANAGEMENT Principal Trainer

(A 450-bed for profit hospital with six additional satellite facilities, and physician practices)

Establish clear expectations with project readiness owners creating an atmosphere of trust and allegiance

Implementation of Learning Design Documents in support of course offerings (AMB and Acute) to provide a training roadmap, and a single document for training change control

Managing training schedules and logistics, afforded me the flexibility to accommodate HIM’s need for occasional scheduling flexibility

Develop application training materials to include integration of policies, procedures, and Epic system functionality to create workflow based training using adult learning principles

Build and management of MST HIM and Identity training environment

Successful executing of CT training program, ensuring consistency when delivering concepts during class facilitation

Trained Super Users to alleviate some of the stressors that accompany large implementations by introducing simple adult learning, and training techniques

Active participant in go-live support, assisting with trouble shooting and complex questions

Facilitation of steady state training

Management of end user enrollment in Learning Management System

Alignment of end user proficiency assessments with approved Epic operational workflows

Oversight and completion of training deliverables (Epic 2017), exceeding the expectations of PM, TM, HIM Director, and management

Transition of full time HIM and Identity Training Specialist Sr. (PT)

Built scanning patients in TST environment to ensure end users would receive a 360 degree Acute and Inpatient training experience

Working closely with 3M Encoder Administrator to accomplish interfacing 3M Encoder with MST training environments, allowing HIM Coders to launch the encoder during classroom training to better prepare for go-live

Cottage Health, Santa Barbara California July 2016- October 2016

IT Training: Lead Credential Trainer

(A 337-full-service hospital, primarily serving the diverse population of Santa Barbara County. There are three other satellite hospitals within the Cottage Health system, Santa Ynez Cottage Hospital, Goleta Valley Cottage Hospital and Cottage Rehabilitation Hospital.)

Full circle implementation and go-live support for Epic 2015

Developed training schedule and managed logistics

Developed application training materials to include integration of policies, procedures, and Epic system functionality to create workflow based training and adult education principles

Trained and credentialed trainers to assist with end-user training

Trained super users and end users pre and post go-live

Coordinated and provided go-live support

Tracked end user enrollment in HealthStream

Created and administered end user proficiency assessments

Ensured oversight and completion of classroom training deliverables

Work with analyst to gain/support efforts to create departmental workflows and training materials

Tested training materials, and communicated issues and/or curriculum updates to instructional designer

PeaceHealth, Vancouver Washington April 2015- June 2016

ORGANIZATIONAL DEVELOPMENT: HIM, IDENTITY, DOCUMENT MANAGEMENT and REPORTING INSTRUCTIONAL DESIGNER

(A 450-bed faith-based community hospital with a total of 386 general beds and was founded in 1858.)

Met with project readiness owners to establish clear expectations

Created Learning Design Documents in support of course offerings

Developed training schedule and managed logistics

Developed application training materials to include integration of policies, procedures, and Epic system functionality to create workflow based training and adult education principles

Built and managed MST HIM and Identity training environment

Trained and credentialed trainers to assist with end-user training

Trained super users and end users pre and post go-live

Command Center Education Lead at go-live

Assisting with scheduling and facilitation of ongoing training for steady state

Tracked end user enrollment in LEARN

Created and administered end user proficiency assessments

Ensured oversight and completion of training deliverables (Epic 2014 and 2015 upgrades)

Transitioning full time HIM and Identity Training Specialist Sr. (PT)

Wrote, tested, and trained materials for document management solution

Designing e-learning materials through Captivate

Lahey Hospital and Medical Center, Burlington Massachusetts Dec 2014- Feb 2015

IT TRAINING: CREDENTIAL TRAINER

(Encompasses an ambulatory care center serving more than 3,000 patients each day and a 317-bed hospital. Lahey Medical Center, Peabody, serves more than 800 outpatients each day and includes a 10-bed hospital. Both feature 24-hour emergency departments, and an American College of Surgeons verified Level II Trauma Center.)

Met with PT to establish clear expectations

Created Learning Design Documents in support of course offerings

Developed application training materials to include integration of policies, procedures, and Epic system functionality to create workflow based training and adult education principles

Trained and credentialed trainers to assist with end-user training

Created and administered end user proficiency assessments

Ensured oversight and completion of classroom training deliverables (Epic 2014)

Catholic Health Initiatives, Tacoma Washington

Oct 2013- Sept 2014

IT TRAINING: HIM, IDENTITY, DOCUMENT MANAGEMENT and REPORTING INSTRUCTIONAL DESIGNER

(National nonprofit, faith-based health system operates in 17 states and includes 86 hospitals. Approximately 83,000 employees, CHI ranks as the nation’s second-largest faith based health system.)

Met with project readiness owners to establish clear expectations

Created Learning Design Documents in support of course offerings

Developed training schedule and managed logistics

Developed application training materials to include integration of policies, procedures, and Epic system functionality to create workflow based training and adult education principles

Built, tested, and maintained MST HIM and Identity training environment

Trained CT’s to assist with end-user training

Trained super users and end users pre and post go-live

Coordinated and provided go-live support

Coordinated and facilitated ongoing training for new hires

Tracked end user enrollment in LEARN

Created and administered end user proficiency assessments

Ensured oversight and completion of training deliverables (Epic 2012 and 2014)

Transitioned full time IT Training HIM and Identity Instructional Designer

Wrote, tested, and trained materials for document management solution

Franciscan Health System, Tacoma Washington

Feb 2012- Oct 2013

IT TRAINING: CREDENTIAL TRAINER

(Franciscan Health System, based in Tacoma, Washington, includes eight full-service hospitals)

Full circle implementation and go-live support for Epic 2012 and 2014

Work with analyst to gain/support efforts to create departmental workflows, and training materials based on adult learning principles

Facilitation of end user training

Administered end-user proficiency assessments

Communicated training environment issues and/or curriculum updates to instructional designer

Active participant in go-live support

Ensured oversight and completion of training room deliverables

Wrote, tested, and trained materials for document management solution

Valley Medical Center, Renton Washington

May 2012- Oct 2012

IT APPLICATIONS: CREDENTIAL TRAINER

(Valley Medical Center is a 303-bed acute care hospital and clinic network)

Full circle implementation and go-live support for Epic 2010

Work with analyst to gain/support efforts to create departmental workflows

Trained end users

Administered end-user proficiency assessments

Communicated training environment issues and/or curriculum updates to instructional designer

Provided go-live support

Ensured oversight and completion of training room deliverables

Parkland Health & Hospital System, Dallas Texas

May 2006- May 2012

HEALTH INFORMATION MANAGEMENT: BUSINESS OPERATIONS ANALYST/ INFORMATICIST

(Parkland is a 995-contracted bed County Hospital with establishing COPC’s since 1987)

Designing e-learning materials through Captivate

Facilitation and training of soft skills, Change Management, Epic Prelude (Registration), HIM, and Identity

Developed web-based training and functionally aligned modalities for clinical and non-clinical prospective Epic end users

Key player in developing and optimization of HIM and Identity applications and processes

HIM Lead Informaticist with ER, L&D, PFS and various other departments

Responsible for interaction with readiness owners and staff as a resource for coordinating and facilitating leadership development, in-service programs and application training programs for end users

Facilitated training and reported productivity metrics for HIM computer-based and administrative systems through problem identification and development of applicable measures within assigned area of responsibility

Interim Security Analyst; process, grant, and disable security for division end users

HIM Division Webpage design and maintenance

Access Database Build, maintenance, and reporting

Developed various reports on clinic chart and manual statistics (HIM division metric reporting)

Wrote, tested, and trained materials for document management solution

Parkland Health & Hospital System, Dallas Texas

June 2005- May 2006

ORGANIZATIONAL DEVELOPMENT: PROJECT MANAGER II / EPIC IT TRAINER

(Parkland is a 995-contracted bed County Hospital with establishing COPC’s since 1987)

HIM Project Lead for Epic Upgrades and optimizations 2005, 2007, 2009

Created and maintained comprehensive statistical database for Outpatient Volume

Total and Average Outpatient Census per day to include ancillary services

Lead in Orthopedic Clinic Process Improvement Visit Study initiatives (dwell time) resulting in a more proficient turn-around-time and the identification and/or correction of bottlenecks in the system

As Project Manager for PeopleSoft (Human Resource Management/Recruiting workflow) conducted prerequisite organizational assessment needs prior to go-live; wrote educational materials for customer base (e.g., Recruitment, Human Resources, Payroll, etc.)

Protection One Inc., Wichita, Kansas

2004 – May 2005

EDUCATION / QUALITY DEVELOPMENT COPORATE TRAINER

(One of the largest global security entities, with over a million US based customers)

Orchestrated the creation of Texas based education / Quality Development Training Program

Defined and implemented key performance strategies and received recognition for the best trained/educated customer care representatives in the industry

Conducted and developed web-based and functionally aligned state approved training modalities for sales, customer care, support services, account representatives, managers, directors, and others

Developed and implemented strategies for employee leadership and career path.

IT Project Lead for testing, developing materials, and training new software for Texas and Wichita staff (MasterMind Business and Monitoring)

Identified opportunities for process improvement and developed plans to achieve process performance goals

Wrote, trained, and implemented SOP’s

Network Multifamily Corp., Irving, Texas

1992 – 2004

SPECIAL PROJECT ADMINISTRATIVE MANAGER, TRAINER and COORDINATOR / PROCESS IMPROVEMENT

(Largest multi-family security company in Texas with customer base of 300,000+)

Identified inefficiencies in billing system saving company over $100,000 utilizing process improvement methodology

Reduced attrition of employees from 8% to less than 1% through employee development training and positive reinforcement

Managed day-to-day operations, including motivating, leading, monitoring and instructing employees to ensure maximum allocation of human resources

Ensured data integrity of the electronic files through regular audits and quality assurance activities

Maintained knowledge of applicable rules, regulations, policies and laws regarding data retention

Collected and analyzed QA and Productivity data for variances and provided feedback to appropriate entities

Identified opportunities for process improvement and developed plans to achieve process performance goals

Wrote, implemented, and trained SOP’s

SKILLS / TRAINING:

Project Management • Effective Problem Solving • Organizational Behavior and Leadership • Change Management & Control • Conflict Resolution • Document Security •MS Office (Word, Excel, Outlook, PowerPoint, Project, Visio, Publisher, Access) • Adobe Captivate •SharePoint • Project Management •PeopleSoft • Patient Confidentiality Awareness • Epic Reporting Workbench • Clarity •SQL

EDUCATION:

1988 Central Texas Commercial College Dallas, TX.

Executive Business Administration

1990 Video Technical Institute Dallas, TX.

Business Applications Administration

2007 Parkland Health & Hospital System Lean Six Sigma

Certified σ Six-Sigma Green Belt (SSGB)

2010 El Centro College Dallas, TX.

CS: Coding Specialist

2011 Cedar Valley College Lancaster, TX.

AAS Business Management

EPIC CERTIFICATIONS:

Hospital Coding

Release of Information

Deficiency Tracking

Identity

HIM and Identity Curriculum Certification

Reporting Workbench – Proficient

PROFESSIONAL AFFILIATIONS:

American Health Information Management Association (AHIMA) Member • Member of Town North Trendsetters (TNT) Toastmasters International• Chair Patient Financial Services (PFS) Employee Recognition Committee • Served as Chair Parkland Health & Hospital System Procedures Committee • PHHS Departmental Safety Lesion Health Information Management

PUBLICATIONS AND RECOGNITIONS:

Featured in SDM Magazine for having the first 100% certified customer care center in the industry

Representative elect Protection One Inc. at the Boca Raton, FL. Security NAA Conference

Featured in Security Systems News for the state wide coordination, hosting and facilitating training certifications

Department of Public Safety Standards and Training Certified Educator

Recipient of several first place awards for extemporaneous and organize speech presentation

Honorable mention in Security Industry Association (SIA) News



Contact this candidate