Information Technology Customer Service

Alaina L. Lemoine

***** *** ***** ~ Greenwell Springs, LA 70739 ~

Cell 225-***-**** ~ Home # 225-***-**** ~ ************@*****.***

QUALIFICATIONS

In my current position, I have encountered many challenging tasks that have given me a diverse career background. I have acquired valuable skills in areas of information security, data management, clinical applications, user training, multi-disciplinary teamwork and excellent communication skills. I am open to new challenges and am interested in different areas of state government and the information technology aspect of healthcare. I feel as though my current experiences have awarded me with a sound foundation from which to grow.

WORK HISTORY

12-2011 to present Application Analyst – LSUHSC Pelican Project Epic ASAP

Serves as application analyst for Pelican Project ASAP team focusing on implementation of EHR software system throughout the LSU Healthcare multi-facility organization; integral part of build team focusing on organization requests, optimization and troubleshooting workflows, system requirements, analytical issues and software build. Participates as a member of the Users and Security integrated team focused on end user profiles, roles, templates and end user system requirements; Reporting team focused on formulating and delivering data requests, time interval information and ad hoc reports.

4-2010 to 12-2011 Principal Trainer – LSUHSC Pelican Project-Epic ASAP Team

Served as Principal Trainer for the ASAP team focusing on implementation of training program for all ED staff which included lesson plan creation and implementation; Learning Management System class creation and scheduling; Credentialed Trainer program development and training for ASAP team; member of Users and Security integrated team focused on building profiles, roles, templates, subtemplates for end users and maintained all security aspects of ASAP (ED) end users pre and post go-live; participated in integrated teams focused on Chart Correction and Legal Medical Record; participated with ASAP team analysts on system build, configuration and validation.

2-2008 to 4-2010 Clinical User Services Analyst III – LSUHSC-Earl K. Long Medical Center,

Baton Rouge, LA

Served as a member of the Information Technology team focused on Information Security and new user access and accounts; worked directly with clients to establish needs assessment for clinical applications; consults with administrators and executives regarding design and implementation of client/server technology services, developed and modified user training materials, provided end user training for specific clinical applications; managed helpdesk requests specific to clinical applications; prepared reports relative to information technology systems and clinical projects and participated in efforts to maintain a working knowledge of the organization’s business strategy, information technology needs and project implementation.

4-2006 to 2-2008 Coordinator of Public Relations/Patient Advocate – LSUHCSD-Earl K. Long

Medical Center, Baton Rouge, LA

Served as Department Manager for Public Relations and Patient Advocate for entire organization; provided supervision for Public Information Officer and Volunteer Services Coordinator; served as liaison between patients and clinical staff regarding issues concerning healthcare, resources and issues of concern to resolution; managed database for tracking and trending patient complaints/grievances and provided reports to Administration, Quality Management and Service Directors; utilized various software programs such as Siemens Hospital Information System and Clinical Inquiry System (CLIQ) to research and assist patient requests for clinical issues; implemented policies and procedures related to patient complaints, resources and distribution of data; managed the Patient Satisfaction process throughout the organization developing outcome reports for Administration, Clinical staff and Service Directors; worked with Human Resource Education to develop training programs focused on Customer Service, Patient Rights and other patient related courses; supervised media/public relations activities for the organization; served as a member of the Patient Safety, Quality Management, Ethics and Operations committees.

3-1999 to 4-2006 TQM Program Specialist/DHH/OMH/ELMHS/ Greenwell Springs, Louisiana

Developed and maintained computerized databases using Microsoft Access and other components of Microsoft Office to generate statistical and aggregate data regarding clinical and administrative issues; assisted in conducting root/cause analyses pertinent to clinical and administrative issues; designed and implemented training focusing on risk management, JCAHO standards compliance, legal issues and database management; assisted in data management regarding quality management reporting; actively participated in multi-disciplinary teams focusing on compliance with standards and performance improvement; served as regional member of the Decision Support Specialist group for the Office of Mental Health specializing in interpreting and analyzing aggregate data; acted as liaison with other organizations to facilitate quality improvement monitoring activities and participated in committees focused on risk management, quality improvement, performance improvement and data management.

1-1995 to 3-1999 Client Rights Officer, Eastern Louisiana Mental Health System/Greenwell Springs, Louisiana

Coordinated all investigation procedures following allegation of abuse and/or neglect for the ELMHS/Greenwell Springs Campus patient units; coordinated efforts with Human Resources and Administration in areas of legal issues and disciplinary actions; monitored and directed all incident reports and consumer complaints for all patient units; assisted in quality improvement monitoring activities and survey preparation; monitored and tracked all seclusion and restraint data for reporting; interacted with acute care clients in need of advocacy assistance; liaison for all advocacy agencies and private legal systems; provided education and staff training in areas of client rights, confidentiality, communication skills and substance abuse issues in a mental health setting; maintained all retrieved information in computerized database for clinical and administrative reports.

5-1989 to 1-1995 Social Services Counselor II, Baton Rouge Substance Abuse, Greenwell Springs, Louisiana

Conducted individual, group and family therapy for clients in an inpatient dual diagnosis (DSM-IV) setting focusing on substance abuse and mental health issues; participated in clinical treatment planning with multi-disciplinary team; maintained clinical documentation of individual client records in accordance with JCAHO standards; instrumental in developing and implementing entire written program, policies and procedures for client population; and maintained contact with beneficial community resources for referrals and aftercare.

EDUCATION

High School Diploma, St. Joseph High School, Plaucheville, Louisiana, 1983

B.S. Psychology, Louisiana State University, 1988

Hart Institute, Substance Abuse Counselor, 1992

Masters of Public Administration, Louisiana State University, 1998

Epic ASAP Certified

Epic Security – Certification in Progress

Epic Reporting Workbench/Radar – Certification in Progress

Epic Cogito Clarity/ASAP – Certification in Progress

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