Customer Service Management
Resume:
JOANNE MUNDY
Topeka, KS 66614
Cell: 785-***-****
******.*******@*****.***
HISTORY OF EXPERIENCE:
Regional Clinical Business Analyst, Corizon Healthcare, Topeka, KS 66603
January 2014 – May 2015
Responsible for the collection, evaluation, understanding and communication of requirements involved with
maintaining the NextGen Electronic Health Record (EHR) system supporting Corizon healthcare delivery for
the Kansas Department of Corrections. Apply proven communication, analytical, and problem-solving skills to
help maximize the benefit of NextGen and to assist in implementing workflow solutions.
-Responsible for all basic new template development, minor template changes and template bug fixes.
-Manage the communications, expectations and deliverables between Corizon support, and any third party
NextGen support on Corizon’s behalf.
-Regularly analyze the support tickets for process improvement and training opportunities.
-Ability to query and analyze EMR data and to help in the data requirements for field staff reporting needs
-Abstract up from low-level information to a general understanding, and distinguish user requests from the
underlying true needs.
-Be the liaison between the business units, technology teams, support teams, and customer community.
-Meet with decision makers, systems owners, and end users to define business requirements and systems
goals.
-Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble
areas.
-Communicate and present process changes, enhancements and modifications to management, peers, staff
and other employees so that issues and solutions are understood. Incorporate “best practices” approaches.
-Create process and systems models, system design proposals, functional user specifications, diagrams and
charts to provide direction where appropriate.
-Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems
-Assist in completion of special projects on an ad hoc basis.
NextGen Developer, Correct Care Solutions, Topeka, KS 66603
April 2012 – January 2014
-Provide total coverage of operation of NextGen EMR as needed
-Develop and Create customized documents using the NextGen Document Builder
-Develop and Create custom Crystal Reports for the NextGen System
-Responsible for the reporting needs of all our users
-Team member for any NextGen Upgrades
-Provide Third level support for the NextGen System as to operations, workflow and reporting
-Member of the NextGen Development and Implementation Team
NextGen EMR/EHR Implementation / Training, CSI Tech, Jacksonville, FL 32246
July 2011 – April 2012 (Tenet Physician Services)
-Provided NextGen Electronic Health Record (EHR) and Enterprise Practice Management (EPM) On-Site,
Go-Live Implementation Analyst and Training.
-Analyzed and reported any and all non-functioning hardware equipment, networking issues, software issues
that could not be resolved on-site.
-Triage any challenges to facilitate the practice go-live. Contact IT for immediate action or to submit a help
desk ticket if I could not resolve the issue. Also to document and submit any requested Change Management
issues to the proper administrator.
-Met with Provider, Office Manager, and super users to analyze any special needs for that practice/workflow.
-Trained Front Desk staff in workflow, appointments, importance of documenting demographics as default
pharmacy, patient tracking, tasking and scanning.
-Trained MA staff in workflow of clinical data, patient tracking, documenting vitals, review of chronic
conditions, social and family histories, current medications and document current reason for visit. Depending
of version and duties also trained to refill prescriptions, order procedure and labs, produce reports and
documentation, and recommend patient education.
-Trained the Provider their specialized workflow, review chronic conditions, current medications, and
document the current reason for this encounter. ROS, HPI, diagnose, and create a sound patient plan. Order
or review any results or documentation, finalize patients encounter and do their EM coding. Go over how to
update or evaluate their encounter level and how the points and systems determine their codes.
-Trained any other professional on their part in NextGen, as office managers, scheduling administer, in-house
labs or procedures.
-Traveled 100% of the time to practices and training sites.
-Provided class room training in advance to prep users for conversion to NextGen.
NextGen EMR/EHR Subject Matter Expert, Beacon Partners Inc., Weymouth, WA 02189
(Tenet Florida Physician Services)
April 2011 - July 2011 (Tenet Florida Physician Services)
-Provided NextGen Electronic Health Record (EHR) and Enterprise Practice Management (EPM) expertise in
the analyzing, planning, and training of personal to handle the practices on-boarding to the Tenet Enterprise.
-Analyzed and then assisted in the setup of the Enterprise Level Configuration of all the on-boarding
practices, including File Maintenance Standards and System Administration Equalizing.
-Worked extensively with the Project Manager to establish and maintain System wide standards.
-Document and control customization in NextGen Electronic Health Record (EHR) workflow and templates.
-Provided NextGen electronic health record (EHR) and enterprise practice management (EPM) provider
practice conversion procedure training.
-Produced providers’ current workflow and reported needs and challenges in preparation for conversion to
NextGen.
-Provided class room training in advance to prep users for conversion to NextGen.
-Produced training material to guide front office, clinical, office management, and providers.
-Provided on-site training for providers and staff for go-live and beyond as needed.
NextGen EHR/EMR Consultant, Kforce Technology Staffing, King of Prussia, PA 19406
September 2010 - October 2010 (Mercy Hospital)
-As a consultant, worked with management and vendors to coordinate desired changes.
-Was tasked to train users and providers on the proper workflow of NextGen’s EHR.
-Travel when needed.
NextGen EHR Analyst, Milestone Technology Solutions, Orfield, PA 18069
December 2008 - September 2010 (Non disclosed)
-As an analyst, worked with management and vendors to coordinate desired changes.
-Was tasked to train users and providers on the proper workflow of NextGen’s EHR.
-Analyzed, created, and supported various reporting tools to better evaluate the system.
-Worked as a NextGen Senior Analyst for a medium sized practice that was joining an Enterprise in a thin
client environment.
-Worked with several Corporations to lower their outstanding ticket volume.
-Travel when needed.
-Over 20 years of supporting systems of various sizes in various positions.
Customer Service Analyst, NextGen Healthcare, Horsham, PA 19044
January 2007 - November 2008
-Member of NextGen HealthCare’s EMR module support team in a true call center environment.
-Duties included working assigned tickets on a rotation basis using a problem tracking program.
-Contact customer within specified contracted time and evaluate the issue using customer description, or
customer recreation via webex connection.
-Document the problem and work with customer to resolve the issue or recreate the problem for in-house
testing.
-Research issues using existing documentation, or our own defect’s database, or existing experiences to
provide an issue resolution and then to document the whole process.
-Provide follow up with client to insure issue has been addressed to the customer satisfaction.
-Modules supported include Workflow Inbox and Tasking, Medications, Diagnosis, Procedures, Images, Lab
Orders and Results, Faxing, Crystal and memorized Reports, File Maintenance, System Administration,
Documents and Templates.
Systems Analyst, City of Allentown, Allentown, PA 18101
November 2000 - July 2006
- Over 5 years as a Systems Analyst, focusing on Admins & DCL/DEC system development and integration.
- Responsible for all aspects of Community Development, including Health, Environmental Health, Zoning,
Permits, Inspections, Code, Recreation, Golf Course, Fire Administration, EMS in creating customized
Admins programs for DCL/DEC systems databases.
- Creating and maintaining Admins programs to better aid my users in streamlining their workload.
- Creating and implementing a DCL/DEC databases system for forms / letters from generation to history.
- Created/Maintained related DCL/DEC databases and their attributes with an eye for future usage.
- Created/Maintained an automated receipts system to update existing DCL/DEC databases on a daily basis.
- Creating Admins programs to generate receipts using bar codes.
- Handle daily VAX/VMS user requests for break-fix or updates on existing software.
- Develop new DCL programs using software combinations to achieve desired results.
- Provide training and troubleshooting for VAX/VMS users.
- Provide direction and advice in the planning stages of all VAX/VMS or DCL/DEC projects.
- Create using DCL on request reports, and menus/programs for users to create ‘as needed’ reports
- Automation of programs / menus to allow user friendly access.
- Data conversion from Admins databases to Crystal / Excel / Data file.
VAX/VMS Systems Manager, CUBIC Applications, Inc., USFK Battle Simulation Center, Seoul, Korea
September 1997 - February 2000
- Manage and maintain the operations of the VAX/VMS core cluster and 100+ networked machines.
- Install and operate all DEC hardware as required to support all simulation exercises.
- Install and modify DEC workstation hardware and software as required by specific exercise.
- Test, verify, and validate VAX/VMS system network configurations.
- Aid in integrating hardware, software, programming, and database creation using DCL as a bridge.
- Troubleshoot all VAX/VMS hardware problems and contact appropriate contract maintenance personnel.
- Perform planned VAX/VMS backups of all system software, application programs, and data files.
- Performs all VAX/VMS system startup/shutdowns, queue operations, device addressing and network
configuration.
- Monitor VAX/VMS system performance, test/verify, validate system and exercise operations.
- Responsible for VAX/VMS system security, user control and authorization, system generation.
Systems Operator IKEA, NA. Plymouth Meeting, PA 1995 - 1997
Systems Operator Marketing Systems Group Ft Washington, PA 1993 - 1997
Systems Operator Quakertown Hospital Quakertown, PA 1990 - 1993
EDUCATION:
NextGen HealthCare NCP in EMR, April 2007
ACCESS ADMINISTRATOR II Course, 2004
ACCESS ADMINISTRATOR I Course, 2004
CRYSTAL REPORTS II Course, 2003
CRYSTAL REPORTS ADVANCED Course, 2003
MANAGING OPENVMS SYSTEMS AND NETWORK SECURITY Course, 1997
OPENVMS SYSTEM TROUBLESHOOTING FOR SYSTEMS MANAGERS Course, 1996
OPENVMS SYSTEMS AND NETWORK NODE MANAGEMENT III Course, 1996
OPENVMS SYSTEMS AND NETWORK NODE MANAGEMENT II Course, 1996
Successful Problem-solving Techniques for Help Desk Professionals Course, 1996
Customer Service Skills for Help Desk Professionals Course, 1996
Associate in Specialized Business Degree, Data Processing, National Education Center, Allentown Business
School, Allentown, PA 1990
RESUME
JOANNE MUNDY
2015
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