Customer Service Training

Terald Baker

Location: Tallahassee,Fl Email: ************@*******.*** Phone: 850-***-****

The Man you can count w.linkedin.com/pub/terald-baker/55/121/17b/

Skills: Credential Epic Order Trainer, EHR/EMR Go-Live Support Ambulatory Modules,Beacon, Clin-Doc and

Orders,Counselor and Social Worker. Cerner CPOE, Iview, Depart Process, Radnet, Firstnet, CareNet, Power note,

Powerchart

Operating Systems: Windows 2000/ XP / Vista / Linux / Android

Networking: VPN / LAN / WAN

Software: Epic Hyperspace 2012 / 2014, Cerner,Citrix,Microsoft Office Suite, Peoplefirst, Kronos, EAR's, Flimmis,

Sap, Avaya, Rx, IEX

Objective : Looking forward to obtaining a Job focused on Health care Information Technology.

Professional Summary :

Have over 10 years Training Experience

19 year experience in Mental Health

Have 6 years Counseling

Worked as a EHR/EMR Training Consultant and Implementing Hospital Software for Cerner and

Epic Partners.

Highly Skilled in CPOE, PowerPlans, Depart Process, Clinical Reporting, Clin Doc, Beacon.

Employment History

Modis Information Technology/Centurylink

CTS Data Tech.

Oct-Nov(1 months)Orlando,Fl

Consults with customers to establish needs and offer the most appropriate solutions

Respond to customer calls, electronic communications

Obtain pertinent information through fact finding and consultation and evaluate and assess customers-

reported trouble.

Provide technical support to diagnose and resolve technical hardware and software issues.

Formulate trouble reports/tickets and/or provide solutions for customer repair problems.

Coordinate with various departments to restore or repair customer service. May dispatch, escalate, or

refer requests to others for service issue

University of Miami

Epic Go Live support

Miller School of Medicine. Sylvester Hospital

August 2014 –September 2014 (1 months)Miami,Fl

Provide one on one support during Go live

Conducted last minute emergency training to physicians during Go live

Assisted Beacon and ClinDoc during Go-Live

Forward ideas to improve the system to the Principal Trainer

Supported end user,Physicians and Nurses in resolving Hyperspace issues

Efficiently support Clinical workflow in the hyperspace

Assisted Physicians with managing there in basket

University of Miami

Epic Credential Order/CPOE Trainer

Miller School of Medicine. Sylvester Hospital

April 2014-July 2014 (4 months)Miami,Fl

Facilitate Epic Physician Inpatient classes room training in an assigned

Application, under the direction of the Principal Trainer

Assisted with entering Pre Conversion Orders

Credential In Inpatient Orders

Set up Training Room Daily

Printed Quick Start Guide and information for Physicians

Responsible for quality control, including administering a proficiency assessment and class

evaluation at the end of each session including inventorying and distributed participant supplies

Troubleshoot computer before classes and solving issues

Provide one on one training

Cross Train in Beacon and Clin-doc Pre Go-live

Administering Proficiency Assessments

forward ideas to improve the effectiveness of the training to the Principal Trainer

Prepared Providers for Go-live

Successfully trained over 100 Super users,Physicians, Nurses, and Analysts

Train Physicians to manage there in basket

Full Cycle Implementation Completed

Orange County Department of Health

Health Start Program/Counselor

Oct 2012-April 2014 (1 year 6 months) Orlando, FL

Trainer of Daddy Boot Camp Classes

Make home visits and phone interview to conduct assessment on participant service needs

Determines client and family needs jointly with the client

Identifies client concerns, needs, priorities, strengths and resources

Evaluates client’s physical and emotional well being, safety, general appearance, environment and

knowledge and attitude about pregnancy/parenting

Assesses client's resources, and Refer activities for clients

Provides information, education and referral services to participants concerning maternal child

health

My duties are to assist participants with their questions, requests and problems through the skills

of problem solving, listening and customer service thorough knowledge of policies and

procedures

Records and inputs participant information using my data entry skills

Compile and report data

Participates in staff development and in service training sessions obtained CEU’s

Evaluates patients to determine individual therapeutic activity needs

Consults with other professionals and team members concerning recommended programs

Responsible for documenting in Patience Health Record, EAR'S system, HMS System, and

People First

Compile and report data

Independent Cerner Consultant

Sierra Providence Health Network

Aug 2012 – September 2012 (2 month) El Paso, Texas Area

Guided hospital’s new EMR implementation of Cerner Software, launching “pre-load” training

clinics, and optimized training documentation

Provided training and support to medical providers and staff nurses on clinical units with

knowledge of Cerner software

Documented workflows and executed comprehensive training plan to medical staff, providing

elbow support to all Physicians

Specialized in CPOE, Power Plans, Power Notes, and the Depart Process

Independent Cerner Consultant

Providence Hospital

July 2012 – July 2012 (1 month ) El Paso, Texas Area

Guided hospital’s new EMR implementation of Cerner Software, launching “pre-load” training

clinics, and optimized training documentation

Provided training and support to medical providers and staff nurses on clinical units with

knowledge of Cerner software

Documented workflows and executed comprehensive training plan to medical staff, providing

elbow support to all Physicians

Specialized in CPOE, Power Plans, Power Notes, and the Depart Process

Independent Cerner Consultant

Nacogdoches Medical Center

June 2012 – June 2012 (1 month) Nacogdoches, Texas

Guided hospital’s new EMR implementation of Cerner Software, launching “pre-load” training

clinics, and optimized training documentation

Provided training and support to medical providers and staff nurses on clinical units with

knowledge of Cerner software

Documented workflows and executed comprehensive training plan to medical staff, providing

elbow support to all Physicians

Specialized in CPOE, Power Plans, Power Notes, and the Depart Process

Independent Cerner Consultant

Baptist Hospital_

May 2012 – May 2012 (1 month) Montgomery, Al

Provided elbow support in the Emergency Department

Provided one on one training

Specific to CPOE, Power Plans, Power Chart,First Net and Depart Process

Provided training and support to medical providers and nurses on clinical units with knowledge

of Cerner software

System support included but not limited to: entering new orders and lab(CPOE), Power Charting,

Profile Module, Clinical Reporting, reviewing orders and results, creating patient list and criteria

based work-list, charting (CPP) comprehensive patient profile, and knowledgeable of each tab

and icon and its use

Cerner Consultant

Good Samaritan Hospital

March 2012 – April 2012 (2 month) West Palm Beach, Florida Area

Provided training and support to medical providers and nurses on clinical units with knowledge of

Cerner software

System support included but not limited to: entering new orders and lab, Power Charting,

reviewing orders and results, creating patient list and criteria based work-list, charting

Provided elbow support

Job specific to: CPOE, the Depart Process, Iview, Power Charting, Orders, Nursing

Documentation

EMR Independent Consultant

Cook County Hospital

February 2012 – February 2012 (1 month) Chicago, IL

Provides back-fill support for other Physician Systems team members

Participates in selected EHR and EPM system deployments as assigned

Adopts all standard processes and documentation responsibilities relative to issue management, change

management, testing, training, and documentation

Responds to customer issues and change requests with a high degree of success according to established

service levels and/or expectations

Actively participates in knowledge-sharing and cross-training

Interacts with system vendor support personnel and other Hospital IT departments to resolve customer

issues and requests

Florida Med-Waiver Provider

Baker and Baker Enterprises

April 2003 – December 2011 (8 Years) Tallahassee, Havana, Quincy, Greensboro, and Chattachooee, Fl

Director Of Operation

Provide Home Health Care Services

In-Home Support Services

Personal Care Assistance

Companion Services

Respite Care Services

Personal Care Assistance

Transportation Services

Code Services

Adult Day Care Services

Florida State Hospital Super user /Health Educator

January 2011 – February 2011 (1 month) Chattachooee,Fl

Guided hospital’s new EMR implementation of Cerner Software, launching First Net training

clinics, and optimized training documentation. In the Emergency Department .

Provided training and support to medical providers and staff nurses on clinical units with

knowledge of Cerner software.

Documented workflows and executed comprehensive training plan to medical staff.

Specialized in Power Chart, Care Administration, First Net, and Nursing Documentation

Small group of Physicians started First Net, Power Plans, and Power Notes.

Rehabilitation Specialist

Florida State Hospital

April 2001 – January 2011 (11 Years) Chattachooee, Fl

Provide Care Services

Supervise Staff

File Documentation

Input Data into computer system

Crisis Monitoring

Resident Admissions

Discharging Residents

Transfer Residents

Assign Work Load

Class room trainer

Administered Oral and Topical Medications

One on One Supervisor Trainer

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