Anita Jennings 707-***-**** Santa Rosa, CA actnvp@r.postjobfree.com

SUMMARY OF EXPERIENCE:

Highly motivated tech-savvy person with over 10 years providing technical support, customer service and application training. Extensive experience with high profile technology projects in large healthcare environments. Exceptional customer facing abilities and communication skills.

CLINICAL APPLICATIONS

CLINICAL & BUSINESS APPLICATIONS

BUSINESS APPLICATIONS

EHR: Cerner, Epic, HealthConnect

Dragon Naturally Speaking (Medical)

Windows O.S. (NT -Win8)

IngeniousMed (Medical Billing)

Blackberry/Android (Mobile Device)

M.S. Office Suite

IBM, AS400 (Legacy Mainframe)

Salesforce CRM

Remedy (Help Desk Solution)

Centricity (PACS/Imaging)

CMS Reporting: IHS, FQHC, UDS (330)

Email: Outlook, Lotus Notes, Groupwise

Allscripts (Practice Management)

i2i Tracks (Population Health Analytics)

ConnectWise (Dispatch/CRM)

E-Chart (Web-Based EHR)

TIME Reporting System

Saba LMS (Leaning Management System)

WORK HISTORY

7/2013 - Present, My Vintage Jewelry Shop and ANA Jewelry Supplies707-***-****

E-commerce/Online Retailer

During the economic downturn, and so few jobs, I began two successful e-commerce businesses.

Evaluated products for online sales, as well as avenues for selling (website, eBay, Etsy, etc.)

Educated myself in website SEO, pricing, shipping options, suppliers, and best practices for selling online.

Developed marketing solutions through social media, advertising campaigns, and sales events.

Identified problem areas and made modifications based on analyzing data and interpreting results.

Improved quality and productivity through streamlining systems and processes.

Maintained “100% Positive Feedback” through providing top-quality customer service.

Participated in an online community/forum, sharing tips, resources, experiences, answering questions and welcoming new members. (Elected as co-captain of the Vintage Jewelry Team, January 2014)

www.etsy.com/shop/MyVtgJewelryShop

www.etsy.com/shop/ANAJewelrySupplies

3/2015 - 10/2015, Backoffice Technology Group, 707-***-****

I.T. Dispatcher

Provided dispatching support to a small I.T. managed services company. This position demanded an organized person with extensive customer service skills.

Provided exceptional customer service through building relationships, effective communication, answering questions thoroughly, and providing accurate information.

Answered busy phones, created detailed service tickets utilizing the ConnectWise Dispatch Portal and monitored Service Boards to ensure maximum utilization of resources.

Escalated tickets when appropriate working closely with project engineers and clients in communicating updates and changes.

Reduced time to enter information in ConnectWise by creating workflow templates for recurring events, regularly scheduled maintenance and and weekly team meetings.

Streamlined front office processes: Receiving equipment, hardware preparation, and scheduling installations.

Improved monthly goals by following up on open tickets and gathering information for Engineers to complete requests and close tickets before month’s end.

Trained new employees on ConnectWise: Creating/closing/updating tickets, monitoring service boards, as well as front-office administration procedures.

12/2014 - 3/2015, TeamHealth, 954-***-****

Practice Coordinator Hospitalist Medicine Group (St. Helena Hospital Site)

As the Practice Coordinator I managed the St. Helena Site for the Hospitalist’s Medicine Program as well as provided administrative support to the Physician Medical Director and Site Supervisor.

Completed billing reconciliation and batching processes by abstracting data through clinical applications and medical charts.

Communicated with physicians when patient records identified as incomplete or deficiencies reported by Heath Information Management (HIM).

Processed death certificates according to strict timelines.

Ensured patient satisfaction by acting as a communication liaison between Hospitalists and patients.

Created and distributed monthly reports, tracked incentive programs, prepared spreadsheets and composed letters.

Scheduled team meetings, updated calendars, and reserved conference rooms.

Updated Practice Coordinator Manual and other internal training documentation.

Ensured 100% compliance protecting patient’s confidentiality by utilizing HIPAA processes.

8/2011 - 8/2012, St. Helena Hospital (Adventist Health), 707-***-****

Clinical Information Systems Educator

As a CIS Educator and liaison to physicians I provided application training, desktop support and “Go-Live” support for large implementation projects.

Responsible for ongoing education and training for new and existing clinical providers to ensure understanding of the technology tools provided for safe, quality, and efficient patient care.

Assessed learning needs and developed educational materials, guidebooks, and job aids.

Served as application support for out-patient clinics utilizing EHR (Cerner), Allscripts (Practice Management) and other applications such as Dragon, Centricity (PACS/Imaging), Mainframe sessions and e-applications (Allscripts E-Rx)

Utilized “rounding” strategies in each area of the hospital: Provided elbow support, answered questions, submitted tickets, announced changes and encouraged communication.

Worked hand-in-hand with support teams (I.T./Biomed/PACS) to ensure efficiency in the reporting process and timely resolution of issues.

Participated on implementation teams for large-scale “Go Live” projects for both inpatient and outpatient sites, such as the transition from paper charts to Electronic Health Records (EHR) and Computerized Physician Order Entry (CPOE).

Considered a Subject Matter Expert to Physicians using Dragon Naturally Speaking/Dragon 360 (voice activation software) in a EHR/Citrix environment:

Developed individual training strategies for providers with accents, hard to understand words, words that sound alike, person names and editing the Dragon vocabulary.

Expert in troubleshooting recognition problems, hardware (PC/Laptop/Microphone) and EHR/Citrix issues.

10/2006 - 8/2010, Kaiser Permanente, 707-***-****

Sr. Business Consultant/I.T. Trainer

Implemented comprehensive I.T. training program and provided technical support for a large healthcare organization.

Developed a well-rounded application training program for both clinical and business applications to support the day-to-day operations.

Created role-based outlines, updated manuals, and implemented an online documentation site enabling easy access to training documentation.

Worked hand-in-hand with managers, recruiters, and orientation teams to ensure smooth and successful transition for new employees.

Scheduled classes (SABA), reserved training rooms and configured “sandbox” training for role-based instruction.

Provided an introduction to KP-IT computer systems during New Employee Orientation: Ensured successful log-on, checked role-based permissions, and trained on VPN access for managers.

Participated on local and regional teams, provided project status reports, managed timelines, schedules, and deliverables to ensure positive outcomes and on-time implementations.

Subject Matter Expert in training and supporting Dragon Naturally Speaking: Worked one-on-one with Physicians in voice training, roaming profile setup, configuring preferences, word and phrase corrections, templates and heavy troubleshooting.

Subject Matter Expert utilizing Blackberry devices integrated with Lotus Notes email. Performed one-on-one training including configuration, network address book, profile setup, and heavy troubleshooting.

Provided project implementation support and on-site/elbow training for Go-Live events.

Worked closely with Biomed and I.T. Department in providing support between departments, providing warm hand-offs to ensure positive outcomes and no dropped balls.

1/2004 - 10/2006, Spherion (Technical Recruiting Division), 323-***-****

I.D. Coordinator/Desktop Support (Kaiser Permanente Long-Term Contract)

Santa Rosa project lead coordinating I.D. requests for clinical/network sign-on credentials, as well as desktop support and technical troubleshooting.

Eliminated substantial network I.D. backlog to 100% service level, improving I.D. support for the entire geographical region.

Coordinated the provisioning of computer accounts, passwords, network shares and specialty application permissions prior to employee’s orientation/start date.

Revamped the on-boarding/I.D. request processes and improved communications by providing warm hand-offs to local/regional network and security analysts.

Became the “go to” person for all urgent I.D. requests for managers of Santa Rosa and San Rafael facilities and well-known for excellent follow-up and end-to-end service.

Significantly reduced “Password Reset” calls to the National Help Desk by providing training on password management for clinical, network and business applications.

Provided day-to-day technical support and next day support following large implementation projects focusing on resolving problems quickly and efficiently.

Served on the Implementation Team during the changeover from paper charts to electronic health records.

EDUCATION

Consumnes River College, Health Care Information Technology/Health Information Management, B.S. Degree, In Progress

Empire College, Networking Specialist I.T. Program, Graduated, Dean’s List with Honors, 2003

CERTIFICATION

CompTia, A+ O.S./Hardware

CompTia, Network+

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