Customer Service Project

J oel E. Norgren

**** ********* ****

Las Vegas, NV 89121

Cell Phone 218-***-****

E-Mail: ********@*******.***

Objective

To obtain a challenging, fulfilling position requiring a blend of my talents, skills, and experience.

SUMMARY

Fourteen (14) years of experience working in Information Technology working as an analyst, software

trainer, and implementation specialist.

Twelve (12) years of experience working exclusively with Epic.

Nine (9) years of experience working with Cadence/Prelude, including (15) full implementations

performing the functions of design, analysis, build, and support.

Five (5) years of experience working with Resolute PB, including (3) full implementations performing

the functions of training, analysis, and support.

Three (3) years of experience working with Referrals, including (3) full implementations performing the

functions of training, analysis, build, and support.

One (1) year of experience working with ADT, including (3) full implementations performing the

functions of analysis, and support.

One (1) year of experience working with Resolute HB, performing the functions of analysis, and support.

One (1) year of experience working with Tapestry, including (2) full implementations performing the

functions of analysis, and support.

Business Analyst with over 14 years of Information Technology experience in business analysis,

deployment, and training.

Revenue cycle background with experience in Customer Service, Registration, Financial Counseling,

Billing, Coding, Payment Posting, Credit, and Managed Care.

Proficient in business process implementing medical software, including analysis, design, development,

testing, and support.

Proficient with creating and transforming business requirements into functional requirements, and cross-

functional flowcharts using swim lanes via MS Visio.

Computer expertise, with proficiency in MS Office programs (Word, Visio, Excel, PowerPoint, Outlook

and Project) SharePoint, Main Frames, GUI, and Citrix.

Familiar with legal and compliance such as HIPPA, SOX.

Excellent communication, analytical, interpersonal, and presentation skills.

CERTIFICATIONS:

Epic Cadence Enterprise Scheduling 2010 (2012 NVT) (2014 NVT)

Epic Prelude Enterprise Registration 2010 (2012 NVT) (2014 NVT)

Epic Referrals 2012 (2014 NVT)

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PROFESSIONAL EXPERIENCE

Excite Health Partners-Independence, OH April 2014-July 2014

Senior Consultant/Business Analyst

Peace Health-Vancouver, WA

I am one of the Revenue Cycle Team members for Cadence and Referrals. Peace Health has nine (9)

hospitals in three (3) states: Oregon, Washington, and Alaska. They are currently have a five (5) year

investment of $139M and are undergoing a system-wide implementation of the Epic Enterprise electronic

health records system. I was hired to mentor the supervisor until she became certified in Epic Cadence.

Created how-to guides

Knowledge transfer

Mentor

Epic Workbook

Team Meetings

Randstad Technologies-Cedar Rapids, IA August 2013-March 2014

Senior Consultant/Business Analyst

Mercy Medical Center-Cedar Rapids, IA

I was one of the systems analysts supporting Cadence and Referrals. My responsibilities include system

build, training, testing, user security, and maintaining the ongoing support of family practice clinics, specialty

clinics, and hospital.

Built/Edited/Maintained Referral Workqueues

Data Courier

Built Visit Types/Pools/Panels/Blocks

Conducted Testing for Application and new SU Packages

Security-created templates and sub templates

Created Questionnaires

Created Documentation

Worked Cadence/Referrals Application Tickets

Testing

Nova Notes

MaxIT Healthcare-Westfield, IN October 2011-August 2012

Senior Consultant/Business Analyst

Parkview Health-Fort Wayne, IN April 2012-August 2012

Complete workflow analysis assessments of scheduling process for Radiology, Sleep,

Nuclear Medicine, and Lab departments.

Performed data collection by holding site visits and reviewing all SOP/Visio

documentation that would assist in discovering current state workflows.

Created department questionnaires.

Conducted Application, Integrated, Unit, and User Acceptance testing.

Provided system build 10,000 visit types for Radiology. Created pools, panels, blocks for

scheduling.

Supported the data conversion of 50,000 appointments from the legacy system into EPIC.

Used Share Point for all documentation and reports for the project.

Shared knowledge with team members.

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Supported multiple workflow dress rehearsals

Set billing and service provider fields in the SER record

Configure visit types, advanced visit types and modifiers

Build providers/resources in the (SER) record

Alberta Health Services-Edmonton, AB Canada February 2012-April 2012

Completed workflow analysis assessments of scheduling process for the Grey Nuns

Hospital.

Created test scripts for User Acceptance Testing.

Weekly meetings with upper management and project team.

Shared knowledge with other team members.

Used Share Point for all documentation and reports for the project.

Updated project plan using MS Project with deliverables and risks on a weekly basis.

Affiliated Computer Services, Inc (ACS) February 2006-September 2011

A Xerox Company-Dearborn, MI

Senior Consultant/Business Analyst

Kaiser Permanente-Southern California

Participated in Design, Build, and Validation Meetings.

Involved in designing business requirements collection based on the scope of the project

SDLC Methodology.

Interviewed Department Chiefs, Department Administrators, Assistant Department

Administrators, and Subject Matter Expert’s to record business requirements.

Performed bi-weekly JAR sessions with Department Chiefs, Upper Management, and

staff.

Complete workflow analysis assessments of scheduling process for all Outpatient

Departments for Thirteen Hospitals and twenty-two departments and all Ambulatory

Departments for Six Medical Service Areas with forty-five Medical Office Buildings and

Two Hundred Twenty-two departments.

Performed data collection by holding site visits and reviewing all SOP/Visio and

PowerPoint documentation that would assist in discovering current state workflows.

Created department questionnaires.

Worked closely with Legal and Compliance to make sure all government and state

regulations were met. Including SOX and HIPPA.

Conducted Application, and User Acceptance testing.

Created Ad-Hoc Reporting for assigned areas.

Assisted in taking all current state workflows that were documented via word document or

other sources and converting them to a current state Visio Flow Chart.

Created power-point presentations for upper management and staff.

Used Share Point for all documentation and reports for the project.

Shared knowledge with team members.

Updated project plan using MS Project with deliverables and risks on a weekly basis.

Built provider templates.

Provided documentation for change control process and obtained required signatures for

SOX compliance.

Maintained defect tracking.

Supervised 6 temporary employees from a Staffing Agency.

Command center during go-live to receive problems and create Remedy tickets.

Experienced in creating, resolving, escalating, and closing tickets using Track-it/Remedy

ticketing software.

Supported end user go-live support.

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Worked Charge Review work queues to fix errors for billing and created weekly report for

all stakeholders.

Set up Department Appointment Reports.

Supported multiple workflow dress rehearsals.

Completed 15 full cycle implementations.

Complete weekly status reports.

Configured Printers.

Healthlink an IBM Company-Houston, TX July 2004-January 2006

Consultant/Trainer

Kaiser Permanente-Denver, CO

Supported end user go-live for Registrars/Business Office/Command Center.

Kaiser Permanente-Pasadena, CA

Supported end user go-live for Registrars/Business Office/Command Center.

Conducted Application Testing.

Created, Resolved, and Closed Remedy Tickets.

Kaiser Permanente-Portland, OR

Supported end user go-live for Registrars/Business Office/Command Center.

University of Texas, Southwestern-Dallas, TX

Created Training Materials.

Trained Department Managers, Nurses, and front end staff Cadence/Prelude/Tapestry.

Supported end user go-lives for Registrars/Business Office for Epic Modules:

Cadence/Prelude/Tapestry.

Essentia Health

(formerly SMDC Health system)-Duluth, MN March 1999-July 2004

Business Analyst/Trainer

Created Professional Billing Training Documentation.

Deliver Epic software application training to end-users within Patient Business Services

(Courses include: Billing, Insurance Follow-up, Payment Posting, Customer Service,

Credit, Financial Counseling, Charge Entry, Managed Care (Referrals).

Review, edit, and validate training curriculum to ensure accuracy of workflows and

efficient delivery of content on an on-going basis.

Collaborate with Training Team and Revenue Cycle Management to develop, edit and

enhance lesson plans and job aids/tip sheets.

Posting of payment and adjustments.

Denial follow-up.

Insurance Verification.

Claim submissions.

Mentored departmental and interdepartmental staff on all applications and daily operations.

Subject Matter Expert (SME) on policies, procedures, and business operations

Handled sensitive and confidential patient information.

Used LEAN model of methodology for process efficiency.

Investigation of credit balance accounts.

Follow-up on outstanding revenue.

Posting adjustments when needed, claim appeals, claims preparation, electronic and paper

claims submission.

Correcting claim edits.

Insurance verification.

Educating and assisting patients with inquires.

Handled sensitive and confidential patient information.

Subcontract Liaison

Customer Service Associate

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Credit Associate

EDUCATION

University of Minnesota-Duluth - Duluth, MN

Majors: Business and Communications: completion of 80 credits toward Bachelors of Arts

degree

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