Customer Service Training

Katherine Hovde

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

Minneapolis, MN 55416

Cell: 952-***-****

*******@**********.***

Qualification Summary

• Outstanding problem solving and process improvement skills.

• Extensive Knowledge of EPIC systems, clinical and hospital revenue cycle processes.

• Excellent communication and relationship building abilities.

• Experienced adult educator and performance improvement specialist.

Employment History

EPIC Instructional Designer

HealthEast Care System February 2013 – Present

• Serve as member of the EPIC ADT/Prelude Implementation Team.

• Responsible for supporting the successful identification, analysis, build of Training Environment, testing, training,

and implementation of ADT Prelude areas.

• Responsible for the successful development of Training Curriculum for Patient Registration and ADT worklfows

for the entire organization.

• Develop Credentialed Trainer Program.

• Deliver Training to Credentialed Trainers.

• Mentor and collaborate with other colleagues on the EPIC team to ensure successful knowledge sharing is

occurring.

• Work directly with all applications to ensure that tasks stay on track according to project timelines

• Certified in EPIC ADT and EPIC Prelude (2012 and 2014 versions)

Patient Access Services Trainer and Quality Specialist

Hennepin County Medical Center January 2012– Present

• Developed and designed training curriculum.

• Conducted classroom training for new and existing staff on the following applications: EPIC Prelude, EPIC

Cadence, EPIC My Chart and revenue cycle processes.

• Collected end user feedback and implemented improvements to EPIC system design in collaboration with other

departments.

• Created Competency Assessments.

• Provided support to Supervisors and Manager by creating and implementing tools to monitor employee

compliance with performance of standardized clerical and customer service procedures.

Revenue Cycle Management Specialist

Hennepin County Medical Center

2011

• Performed financial counseling with patients following organizational policies and procedures ensuring quality

and confidentiality.

• Evaluated and interpreted patient financial history and screened patients for government sponsored programs.

• Educated patients on available financial resources and hospital-based billing processes.

• Assisted patients with completion of the application process for available financial resources.

• Calculated patients' prepayment responsibility when required for particular services.

• Extensive knowledge of EPIC applications associated with patients’ work queues and billing accounts.

Lead Specialist for Patient Access Services Department

Hennepin County Medical Center April 2008 - March

2011

• Trained new staff on EPIC systems and revenue cycle processes.

• Developed and design training materials.

• Mentored and cross-trained existing staff.

• Edited department's online reference tool.

• Designed and executed monthly productivity reports for agents and the monthly Accuracy report.

• Lead for a team of 40 medical schedulers.

Education

Bachelor of Arts in Economics - Augsburg College, Minneapolis, MN

2008

Other Skills:

• MS Office (Excel, Word, Access, Power Point)

• SPSS

• Adobe Captivate

• EPIC Prelude, EPIC My chart and EPIC Cadence.

• Fluent in Spanish

Contact this candidate