JEWEL A. ENGLISH

**** ******* **** ********, ** *7062

703-***-**** actoei@r.postjobfree.com

PROFESSIONAL SUMMARY

I am a versatile, dynamic, decisive and action-oriented senior manager with years of experience in product analysis and development, managing information technology projects; managing engagement with vendors and clients and managing call center performance. Driven by new challenges and the desire to be successful in the rapidly changing environment, my goal is to utilize my organizational, analytical, and management skills to deliver on-time and on-budget implementation of products as well as resolution to complex issues in the healthcare arena. My applicable skills and experience include:

Management of the Strategic Engagement Partnership with clients and vendors to oversee the execution of the product roadmap plan including priorities and deliverables.

Development and dissemination of internal and external facing communications including, but not limited to: product strategy and development methodology, design specifications, scope documentation, timelines and transition plans, workflow, action item logs/issues lists and various other project status documentation.

Analysis of data to improve gaps in the product and provide reports to Executive Leadership and Sales Team.

Manage IT Development to prioritize and deliver a quality product through agile methodologies.

Mentor to Client Service and Call Center staff to improve performance and productivity.

Strong motivator who prioritizes a variety of business drivers and options when working with various internal and external teams striving to develop strong consensus.

PROFESSIONAL EXPERIENCE

PatientFocus, Nashville, TN January 2015 to Present

Director, Client Services & Product

Manage engagement of clients for satisfaction, product needs and communication

Manage, coach and mentor Client Service and Call Center staff to improve quality, satisfaction and overall payment experience.

Recruit, train and retain key staff building a strong and flexible team that can deliver a high quality product for the implementation and support team.

Develop and implement a quality assurance program to improve the accuracy and timeliness of patient billing.

Manage IT Development to scope and prioritize product development work to build the next platform to improve both patient experience and internal needs for delivering bills and reports in an agile environment.

Manage IT Development to scope and prioritize Call Center application to improve call quality, call routing and reporting in an agile environment.

Ensure HIPAA compliance is met to into reviewing of documentation and training.

LifePoint, Franklin, TN September 2014 to November 2014

Senior Manager, IT&S Patient Access, Portal and Revenue

Lead the development and implementation of IT Applications including HMS, Meditech, McKesson and other third party patient access and/or financial functionalities.

Maintain various patient access, portal, billing, and financial systems across its hospital facilities and provide quality improvement, and leadership for the applications function within each local care delivery market throughout the enterprise.

Work closely with LPNT operational partners and revenue cycle management to identify, review, prioritize and approve operational and maintenance projects ensuring they match the available budget, IS resources and implementing them in a timely and cost effective manner. Oversee the execution of the product roadmap plan with the vendor to include the Corporate stakeholders to ensure the priorities and deliverables are accurately and promptly addressed within the product.

Recruit, train and retain key staff building a strong and flexible team that can deliver a high quality product for the implementation and support team.

Community Health Systems, Franklin, TN May 2014 to August 2014

Senior, Manager, Clinical IS

Develop relationship with EDIS Directors and vendor in the design and customization of the EDIS product for both the hospital and Corporate IS

Lead a team of eight individuals with diverse backgrounds to provide timely and accurate level 3 support to the hospitals.

Develop model systems for the testing and creating a repeatable process to support rapid deployment of upgrades and new products.

Manage SLAs both with the vendor and Corporate IS.

Develop, implement, and report performance metrics to Executive team.

Oversee the execution of the product roadmap plan with the vendor to include the Corporate. Stakeholders to ensure the priorities and deliverables are accurately and promptly addressed within the product.

Emdeon, Nashville, TN December 2013 to May 2014

Senior Program Manager (Contractor)

Develop relationship with clients to become Strategic partners for the BETA projects, enhancement to the current products and vital marketplace demand and expectations for new products.

Manage projects and budgets to assist with the enhancement of Clinical Exchange product to meet technology, platform, and customer demand plus add-ons of analytical reporting.

Manage the coordination of cross-functional development effort, including design specifications, documentation, release planning, migration strategy, technical design, testing plans, testing and BETA process through Stage Gate.

Manage realignment of multiple development and quality assurance teams to support single agile development cycle.

Manage the implementation of BETA application projects at the client sites.

Develop process improvement specific to software development cycle and operational issue management, resulting in streamlined process reducing number of days of development/resolution.

QuadraMed, Reston, VA October 2002 to July 2013

Senior Manager, Sales & Marketing (2012 to 2013)

Managed multiple complex initiatives and projects for various sales campaigns, RFI/RFP responses, contracts and follow-up with clients.

Managed the Strategic partnership with client and vendors to include pricing negotiations and requirements to enhance current product or new products.

Liaison with sales, development and support organization within QuadraMed to define, establish, and implement plans to identify how client requirements would be achieved for contractual and supplemental products to include new requirements for ICD-10, Meaningful Uses and HIPAA through agile development.

Responsible for ensuring adherence to the contractual terms in regards to the budget, scope and operational delivery of services to exceed client’s expectations for the larger complex clients.

Managed Intersystem Ensemble / Cache, Oracle, Krames Heat and Controlled Medical Vocabulary (CMS) Controlled Medical Vocabulary (CMS) licensing compliance within QuadraMed and for clients.

Managed and maintained SaleForce data collect and analyzed data to report on opportunities (Lost, Closed Won and Booked) and booked revenue.

Gathered data and analyzed to produce reports for Executives leadership and Sales team to assist with product strategy and development.

Senior Project Manager, Product Implementation & Technology (2006 to 2012)

Managed multiple complex initiatives and projects for implementation of varies QuadraMed product to include client expectation, hardware configuration, licensing and software implementation and workflow.

Managed licensing and set-up of Jet PCL, Krames Health Sheets and Controlled Medical Vocabulary (CMS) to meet Meaningful Use.

Liaison with sales, development and support organization within QuadraMed to define, establish, and implement plans to identify how client requirements would be achieved for contractual and supplemental products to include new requirements for ICD-10, Meaningful Uses and HIPAA through agile development.

Responsible for ensuring ongoing contractual terms were met and the operational delivery of services to clients to including budget, schedule, and scope of work for the engineers and consultants.

Managed vendor relationship with Intersystem (Ensemble/Cache) and Oracle licensing to include price negotiation and compliance.

Established and managed vendor relationship with SIS for the requirements and ordering of hardware for delivery to client per the contract and project requirements.

Gathered data and analyzed to produce reports for Executives leadership on project status, risks and revenue.

Manager, Customer Service & Business Analysts (Patient Scheduling, Revenue Cycle &

Clinical Applications) (2003 to 2006)

Directly managed team of 35 support and business analysts for Patient Account, Revenue Cycle and Patient Scheduling; including but not limited to resource allocation/work assignment, budget management, annual reviews, and goal management.

Managed the Strategic partnership with the clients, Sales, Product and Development to provide product strategy and design specifications to meet marketplace demand and expectations.

Analyze tracking information to identifying customer support needs for the sales team. The information provides compelling offerings, messaging, pricing strategies, training, and go to market tactics.

Monitor, revise and implement customer service policies, procedures, plans, and programs.

Identify initiatives to improve services offered to customers that result in higher customer satisfaction scores. Ensure achievement of all system, team and individual customer service goals and standards (Service Level Agreements). Increased client KLAS scored from 4.8 to 7.9.

Developed process improvement specific to the BETA process cycle and operational issue management, resulting in streamlined process reducing number of days of development/resolution.

Responsible for PeopleSoft CRM application to include workflow, maintenance, upgrades, training and extraction of data using Crystal Reports queries for analysis of call volume and resolution of issues.

Senior Business/Support Analyst (Patient Scheduling, Revenue Cycle & Clinical

Applications) (2002 to 2003)

Conduct third level problem determination, track issues and ensure resolution.

Perform functional problem resolution as appropriate.

Ensure customer satisfaction by responding to calls and maintaining communications with client.

Work with clients and prospects on gathering, analyzing & managing on software requirements and workflow.

Perform workflow analysis studies to guide the creation of the product vision, strategy and migration plan.

Work closely with product development staff during product agile development life cycle methodology and testing to ensure consistency with QuadraMed standards and conventions as well as to meet HIPAA and State Regulations.

Prepare specification documentation including system and application specifications in compliance with accepted life cycle methodology.

Conduct testing on products at specified stages during the production process, including, but not limited to, functional, regression, and performance testing.

Participate in beta application installations and provide post-implementation support as required.

HIPAA Compliance, Meaningful Use and ICD-10 Committee member.

Medical Faculty Association

George Washington University, Washington DC November 2001 to October 2002

Senior Application Analyst/Project Management

Project Manager of the set up and testing of new modules for IDX, ChannelHealth and AllScripts as well as maintenance and upgrades to both the test and live systems.

Met with medical staff to assist the vendor in creating the screen designs for modules that met the physicians’ workflow and met JCAHO, HIPAA and state regulations.

Perform application analysis and design, in conjunction with appropriate vendor.

Gathered data and analyzed to produce reports for the Medical Officers.

Conduct appropriate unit and system testing activities; debug system prior to implementation.

Assist in the design, development and delivery of training as required to necessary medical staff.

Evaluated vendors for a new telephone system (1000 units) and pagers (850 units) including price and technical performance trade-offs to determine best value.

Project Manager of the set up and implementation of the new Altacel telephone system and Genesis Call Center (1000 staff members). Collected, entered and analyzed data for set up of the new system.

Exported data from both the PBX and Call Center of telephone system using SQL queries and Excel for analysis and reporting of call statistics to the Executive staff.

SoftMed Systems, Inc., Bethesda, MD September 1997 to November 2001

Senior Product Consultant/Technical Lead

Responsible for client’s site set up, installation, upgrades, workflow and testing of SoftMed’s product a suite of products utilized to track the completion and location of a patient’s chart by a hospital’s medical records staff and coding.

Assisted with product quality assurance process, assisted with manual integration and regression testing as well as the development of test cases and scenarios for the suite of products.

Traveled nation-wide to provide training and consultation on clients operational issues that were affected by the use of SoftMed products and helped establish an environment in which the products

would perform optimally and in accordance with healthcare industry standards (e.g., JCAHO, HIPAA and state regulations).

Ensured clients had accomplished all readiness activities to meet project plan for scheduled system activation. Also provided training, consultation on workflow and upgrade support to existing clients upgrading to a new platform.

Maintained personal responsibility for resolving complex support issues at high profile sites took project management ownership of those client projects including development and execution of timely and effective project plans while gathering, analyzing, and responding to client feedback. Troubleshot hardware, software and network issues to ensure a successful installation or for resolution of post-installation client problems. After installation and troubleshooting, all issues and actions taken for resolution were documented in a tracking database for later reference and reporting.

Proactively communicated with SoftMed product managers regarding known or perceived software issues to enable immediate resolution and insure continued client satisfaction.

Maintained strong relationships with clients through frequent telephonic and on-line consultations such that by-name requests were received for my return for additional on-site training and product support expertise.

Logged and tracked progress of TIR (Trouble/Incident Report) processes within the product group using PVCS and SCMS. Conducted periodic reviews and edits of tracking database to maintain the accuracy and usability of data.

Actively worked with developer to make sure the software met all JCAHO, HIPAA and state regulations as well as recommended product enhancements, and participated in evaluation of changes and development of new products within the SoftMed suite included responsibility for documentation of all product enhancements.

Mentored staff and conducted training for continued professional development with SoftMed products as well as trained new staff.

Worked closely with other SoftMed departments in the transfer of knowledge as it relates to client training and product support.

Participated in the development and maintenance of product team policies and procedures to ensure consistency across the team.

Fairfax Hospital, Fairfax, VA January 1993 to September 1997

Cardiovascular Technologist (RCVT)

Assisted physicians with adult and pediatric cardiac cauterization and angioplasty. Duties included preparing and administering medications as well as recording and documenting patients’ vital statistics and processing lab work during the procedures.

Other responsibilities included organizing and setting up the operating rooms for open- heart surgeries and monitored patients lab work during the procedures.

Managed data entry and analysis of procedures to produce reports for the Medical Officers.

A member of the Cost Cutting Committee and HIPAA Compliance Committee.

Georgetown University Hospital, Washington DC January 1992 to January 1993

Cardiovascular Technologist (RCVT)

Assisted the physicians with adult and pediatric cardiac cauterization and angioplasty. For each of these surgical procedures, set up and organized the labs, prepared and administered all medications, monitored the patients and assisted cardiologists throughout the procedure.

Handled data entry for all procedures to document supply usage for accurate billing and ordering.

A member of the Cost Cutting Committee and HIPAA Compliance Committee.

Printing Images, Rockville, MD October 1989 to December 1991

Preparation Coordinator/Manager

Managed staff to include schedule and assignment of projects.

Managed quality assurance process to ensure delivery of error free products.

George Washington University Hospital, Washington DC July 1987 to April 1988

Critical Care Technologist Manager

Managed anesthesia technicians and preparing the Operating rooms for the Anesthesiologists.

US Navy March 1982 to June 1987

Hospital Corpsman

Anesthesia Technician/ Manager, Anesthesia Department and Presidential Surgical Team Member, Bethesda Naval Hospital, Bethesda, MD

Allergy Clinic Manager and Triage Clinic Support, US Naval Academy, Annapolis, MD

Critical Care Technician, Intensive Care Unit, Balboa Naval Hospital, San Diego, CA

SOFTWARE EXPERIENCE

MS Office Suite, MS Project, Crystal Report, SQL, Oracle, Adobe, Windows, AIX and Cache operating environments, PeopleSoft CRM & Financial, SalesForce, HP PPM, Stage Gate, Test Track, QuadraMed/Nuance, Softmed/3M, IDX, ChannelHealth, Phamis, Cerner and Emdeon.

EDUCATION

Computer Learning Center, Alexandria, VA Associates

Computer Systems Technology

Northern Virginia Community College 1993 to 1996

Computer Science

University of Maryland, College of Arts and Sciences 1988 to 1989

General Studies

CERTIFICATION

Project Management (PMP) In Progress

SaleForce Administrator In Progress

REFERENCE

Upon request

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