Project Customer Service
Resume:
DENISE GREAVES
347-***-**** (Cell) ******@***.***
PROFESSIONAL SUMMARY
A Project Management Professional, with over 10 years of Professional Administration and Project Coordination experience in Healthcare,
Social Services, Financial and Telecommunications environments. Analytical, creative professional who applies business analysis, quality
management and critical thinking to determine, develop and enhance existing processes and/or operations. Resourceful problem solver with
proven ability to conceptualize solutions to challenging situations that sustains clients, streamlines process, and provides World Class Service.
Experienced in creating and responding to RFPs.
MANAGEMENT SKILLS
Experienced Professional with Microsoft Office 2007, Word, Excel, Access, PowerPoint, Publisher, MS Visio and MS Project. Working
knowledge of ACT: Customer Relationship Management (CRM) software, HTML . Knowledge/experience with HL7 and NLP, Understanding
EMR and SDLC processes. Proven team, motivational and leadership skills. Successfully focus on multi-projects by strategically developing
innovative ideas to meet deadlines and exceed expectations .
EDUCATION AND CERTIFICATION
Project Management Institute
PMP: Project Management Professional
Keller Graduate School of Management, Duluth, GA
M.P.M. Masters Project Management, Major: Project Management
Master Certificate: Major: Information Systems Management
Bernard Baruch College, New York, NY
B.B.A. Bachelors Business Administration, Major: Public Administration, Minor: Psychology (Social Work)
PROFESSIONAL EXPERIENCE
Citius Tech September 2013 to January, 2014
3M, Silver Springs, MD
Outpatient Implementation Consultant (Code Assist Product Line)
Performed configuration and training to administrators/Super Users on 3M applications. Represent 3M as a product expert
Worked collaboratively with customers to complete the project document and responded, prioritized and resolved issues which came
about during and after implementation
Assessed current state workflow and worked with implementation team to validate proposed future state fits with overall project
objectives
Worked interactively with 3M clients and 3M team members to configure, test and validate the 3M application environment
Performed problem isolation/analysis and troubleshooting processes to insure accurate solutions to client issues
Accurately tracked and documented issues encountered and process steps within a project
Worked with internal resources for issues requiring escalation or handoff to other teams to provide timely resolution of technical
issues encountered during the implementation and support of the 3M application
Ensured that 3M Engagement /Project Management and Implementation Management are kept informed of status of all project tasks
in a timely manner
Provided go-live support
JD Infolabs Consulting LLC August 2012 to August 2012
HSS (Hospital Special Surgery), New York, NY
EMR Implementation Specialist Consultant (OPTUM PM and Physician EMR)
Analyzed the Work Flow of specialty practices to customize OPTUM PM to meet the work flow needs of the practices
Worked with Physicians to assess their needs prior to implementation of OPTUM to ensure that all needs of the practices were
captured prior to Go Live
Implemented OPTUM PM and Physician EMR to various Physician Practices within HSS and other affiliated group practices.
Trained Physicians, Nurses and other hospital staff on how to use OPTUM to complete their daily tasks.
Build various documents within OPTUM based on the assessment of Physicians and Practice needs
Conducted Go-Live readiness checks to ensure that Staff, computers and the software that they were using was ready prior to the
date of implementation
Provided on-going support for Staff as needed during and after Go-Live
Ensured that Staff were trained on OPTUM prior to Go-Live
Responded, prioritized and resolved issues which came about during and after implementation
NYU Langone Medical Center, New York, NY August 2010 to March 2012
Training Coordinator/Project Assistant (EPIC)
Coordinated and Managed the processes and resources set in place by NYU to provide EPIC Training to 8,000 plus Staff and Family
Group Practices to ensure that Staff are trained in EPIC prior to access to the production system
Coordinated EPIC training (Work with Management throughout NYU and Family Group Practices to schedule and registered staff
for EPIC training)
Coordinated and work closely with Senior Management to secure resources such as Training Facilities to train Staff
Developed Certification Programs and Processes to ensure that Staff who work on building training environments are certified
Managed the EPIC Certification process for Staff to ensure that Staff are in compliance with EPIC
Generated weekly Reports to ensure that Directors and other Senior Staff are aware of Certification and Training needs
Provided Support to Principal and Credential Trainers to ensure that they are being utilize effectively and efficiently
Responded, prioritized and resolved training issues as they arise
Project Assistant (EPIC)
Assisted Project Managers, Directors and various departments of EPIC in monitoring the progress of tasks and deliverables to
ensure that they are on time and delivered as specified
Assisted PM and Analyst with Work Flow design to ensure that the end users request were incorporated in the Build
Responsible for creating manuals and other learning materials to support Analysis and Trainers as they present EPIC to various
Stakeholders within NYU Langone Medical Center
Disseminated project information and project updates to Senior Management
Scheduled conferences, coordinate meetings and training classes to ensure that Go-Live deadlines are met
Managed Vendors inventory/supplies in the Epic department to ensure that the department remains within the budget specified
Assisted Epic department with Special projects as needed
Gwinnett Health Systems, Lawrenceville, GA December 2004 to August 2009
Patient Access Specialist
Assisted in Analyst of the Work Flow in the Out Patient Center as a means to improve registration wait times
Team member of a Project that minimized patient’s registration and wait times for medical procedures and provided input on
procedures that should be implemented to successfully reduce wait times
Team member of a Project that minimized errors in patient charts with emphasis on Medical Insurance documentation and was part
of a group that focused on best practices in documenting Medical Insurance to reduce errors
Worked with Management and provided input as to how the new EMR technology would impacted L & D
Quality controlled charts, tract errors and provided information that was part of a report which was used to minimize errors
Trained New Hires of the Patient Accesses Department
Verified Medical Insurance and obtained insurance pre-certification/authorizations
Registered patients in Labor and Delivery, Emergency Room, Main Admissions and the Out Patient Treatment Center
Provided customer service via face to face contact, telephones and via E-mail
Administration for Children Services, New York, NY September 2001 to December 2003
Case Manager/Child Protective Specialist
Investigated reports of alleged Child Abuse and Neglect
Assessed services needed and establish service plan goals and tasks with families and children
Made referrals for families to Preventive Service Agencies with the goal of pairing them with services to meet their needs
Managed the services that Preventive Service Agencies provided for families on a daily basis to ensure their effectiveness
Testified in court hearings and other formal proceedings
Scheduled and attended conferences and meetings with the goal of reuniting children with their families
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