Customer Service Training

KRISTI SHELTON **** Lansdale Ave. Lansdale, PA ***46 215-***-****

acp9ja@r.postjobfree.com

Experienced trainer within the healthcare space who specializes in training healthcare professionals for medical software, procedures, and government regulations.

PROFESSIONAL EXPERIENCE

Electronic Health Records (EHR) Contractor, St. Luke’s University Hospital and Health Network, 2013-2014, subsequently recruited to work directly with Allscripts EHR, 2014

EHR Software Trainer providing individual training and software/hardware support to physicians and staff for new implementation of Allscripts Systems.

Functioned as project manager to ensure timely delivery of software components.

Acted as on-site (primary care and specialist offices) trainer of electronic health records implementation including providing training, support, and workflow analysis.

Trained on proper procedures for documentation of patient symptoms, physician assessments, and plans of care.

Ensured that proper documentation and procedures were used in the patients’ EHR while assisting physicians in providing quality care by developing practice/individualized workflows.

Assisted each site in complying with government regulations through proper use of EHR.

Responsible for identifying systems problems and troubleshooting during new implementation.

Electronic Health Records Training Specialist, Secure Healthcare Information Management, 2011-2013

Functioned as Tier 2 analyst on help desk to troubleshoot user and software problems and to assist in resolving these problems.

Provided on-site support to troubleshoot and analyze software/hardware and user related issues.

Facilitated classroom trainings when EHR system upgrades occur as well as provided post training support.

Conducted on and off-site EHR (Nextgen system) trainings for individual medical practices and large healthcare systems (multiple specialties).

Corporate Trainer / earlier Counselor Communicator, Alliance Healthcare Information, LLC,

2009-2011

Rapidly promoted to the position of corporate trainer in a call center environment that specializes in health care and big pharmaceutical industries.

Trained hundreds of employees as a lead trainer for an outsourced call center that supported pharmaceutical companies including Johnson & Johnson, AstraZeneca, Reckitt Benckiser, Actelion, Lilly, and Novartis.

Worked cross functionally with other departments to develop and enhance training of all employees resulting in improved customer satisfaction, increased product sales, quality of service, and compliance with standards of excellence.

Designed, developed, and revised training and instructional materials for classroom use, ad hoc and/or self-administered training in compliance with our client partners’ standards.

Responsible for evaluating and providing post training support to new employees following training to measure progress and to evaluate the effectiveness of training. Played integral role in developing and designing online training across multiple programs for our clients.

Conducted new hire orientation training as well as on-boarding new employees.

Monitored employees' calls and documentation to ensure compliance with standards and quality assurance. Individual coaching provided to improve employee work performance.

Training programs included counseling, sales, customer service, HIPAA and OIG compliance training, and certification training.

Information/Intervention Specialist, Bucks County Council on Alcoholism and Drug Dependence, Inc., 2005-2009

Promoted into a role where facilitating off-site training was the primary function of the position.

Developed curriculums and conducted trainings for staff and clients of treatment centers and community healthcare agencies on a wide range of various healthcare programs.

Presented new community healthcare programs to physicians and allied medical staff at medical conferences.

Implemented and trained on procedures for client intakes, assessments, case management and advocacy for clients, and procedures for appropriate referrals to 24 hour hotline callers.

Developed and provided counseling for treatment sessions for clients with alcohol or other drug issues.

Assistant Program Director / earlier therapist, Salisbury Behavioral Health, Inc., 2000-2004

Provided orientation and on-boarding for new employees.

Trained company employees on policies, procedures, and job functions.

Participated in screening process and interviewing of applicants for therapeutic positions.

Supervised student internship programs.

Facilitated individual and group therapy sessions.

EDUCATION / SKILLS / OTHER

B.A., Music Therapy, RADFORD UNIVERSITY, 1998

Certified Meaningful Use Professional 2014

Certified Psychiatric Rehabilitation Practitioner, 2001-2010

Go To Meeting

WebEx

Join.Me

Citrix

Learning Management Systems (LMS)

Power Point

Other Microsoft Products

Proprietary Software

REFERENCES AVAILABLE UPON REQUEST

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