Customer Service Training

Roxie McGuire

Mobile: 336-***-****

Email: *************@*****.***

Professional Summary

A highly skilled, talented and motivated professional trainer with strong experience in conducting, and developing training for implementation of Electronic Health Record, and strong experience in Customer Service skills.

Technical Summary

Experience working in a healthcare delivery setting, in a physician practice and in hospital settings in civilian settings, and Military Treatment Facilities (MTF).

Experience with use of practice management systems and electronic health records in Allscripts V10.26, V11.1 and V11.2, V11.4.1, and AHLTA/CHCS and HAIMS.

Strong experience delivering training one-on-one or in a classroom setting.

Skilled with alternative training methods such as WebEx, Distance Computer Online, and Computer Based Training.

Skilled in presentation and organizational skills, and strong written and verbal communication skills.

Ability to build rapports, interact, and communicate effectively with physicians, nursing staff, end users, training team and with various stakeholders.

Skilled in Microsoft Office Suites, Remedy ticketing system, and DameWare.

In-depth knowledge of workflow assessments, testing, and repair of minor technical problems.

Strong experience in “go-lives”, updates, implementation and optimization in Electronic Health Records.

Strong Customer Service skills with patience, attentiveness, positive language, and clear communication.

Medical terminology knowledge, and experience with ICD9 and CPT codes.

Experience in development of training material and elearning.

Strong change management fundamentals in training and documentation.

Ability to lead a team, classroom or group of individuals. Technical Skills / Areas of Expertise

Proficient in MS Office Suite, MS Word, Excel, Power Point, SharePoint, data entry, Remedy, DameWare, Field Services, Adobe Captivate

Professional Experience

TRC Staffing Agency Health Navigator Oct 2015 – current

• Conduct education and outreach to uninsured individuals and small businesses

• Distribute information regarding the Federally-facilitated Marketplace, including: Eligibility requirements for federal tax subsidies and cost-sharing subsidies Eligibility for QHPs on the FFM, Medicaid and North Carolina’s Health Choice and how to enroll in QHPs, Medicaid, and Health Choice on the FFM website and/or NCFAST

• Distribute information to small businesses regarding the Small Business Health Options Program, including options with regard to employee and employer choice

• Provide all information and services in a manner that is culturally and linguistically appropriate and ensure accessibility for individuals with disabilities

• Discuss the procedures for enrolling in the QHPs

• Determined the availability of applicable tax credits and how to apply

• Meet and/or talk over the telephone with individuals

•Ability to help people understand how premium tax credits work and their potential financial impact

• Facilitate plan selection based on the needs of the individual/family or the small business seeking health insurance coverage, access tax implications and premium and cost-sharing requirements, application submission, renewal, and disenrollment processes

• Facilitate eligibility determinations for QHP, Medicaid, Health Choice, and SHOP and premium tax subsidies

• Provide referrals to appropriate agencies, including the North Carolina Department of Insurance for applicants and enrollees with grievances, complaints, questions, or need for other social services Independent Contractor: Allscripts Consultant/Trainer Aug 2014 - Dec 2014 Project Locations:

Hospital Sisters Healthcare System Springfield, IL New York Presbyterian/Crown Tarrytown, NY

Aria Healthcare Philadelphia, PA

Provided Go-Live update support for Allscripts V11.2, V11.1, V11.4.1, Allscripts Touchworks

Provided support and training surrounding CPOE, and Practice Management.

Utilized workflow tools to determine the effectiveness of training program.

Identified and resolved issues to client staff.

Reinforce utilization of Meaningful Use to providers and physicians.

Interpret and communicate with all levels of management.

Work in clinic as site team leader.

Excellent analytical, organizational and problem solving skills.

Observed how providers utilized Allscripts in their workflow and offered tips on how to improve.

Strong end-user and client liaison skills. Strong customer service skills.

Strong Adult Learning skills and classroom training.

Performed help-desk support to assist with minor technical support and software issues.

Collaborate with project team members and leads virtually and in-person to report status and issues daily by conference calls.

SPS/Leidos - Contract with Department of Defense Oct 2013 to March 2014 Clinical Systems Trainer - Healthcare Artifact & Image Management Solution (HAIMS) - Wounded Warrior Project

Conducting instructor led training in a classroom setting for Healthcare Artifacts & Image Management System (HAIMS)

Trained providers, nursing staff and clerical users in the use of HAIMS for documenting patient care information in clinic locations or shoulder to shoulder.

Strong adult learning training skills. Strong customer service skills.

Reviewed and evaluated training materials and aids in order to develop recommendations for selecting the most suitable training aids.

Trouble-shooting common user problems with health system applications onsite and remotely.

Create and setup user accounts.

Use of Remedy ticketing system to log and/or monitor user issues and problems.

Understanding of Military Treatment Facilities (MTF).

Provide record of training activities including training attendance record. Department of Defense -Tripler Army Medical Center, Hawaii Jan 2013 to June 2013 AHLTA/CHCS Clinical Systems Trainer

Conducting formal and informal on the job training, and classroom training, to support users in a clinical setting for Armed Forces Healthcare Longitudinal Technology Application (AHLTA) and Composite Health Care System (CHCS).

Trained providers, nursing staff and clerical users in the use of AHLTA/CHCS for documenting patient care in clinic locations and shoulder to shoulder.

Strong adult learning training skills. Strong customer service skills.

Reviewed and evaluated training materials and aids in order to develop recommendations for selecting the most suitable training aids.

Trouble-shooting common user problems with health system applications onsite and remotely.

Respond to incoming calls for assistance and provided functional issue resolutions for customers.

Provide records of training activities including; training needs assessments, and training attendance record.

Use of Remedy ticketing system to log and/or monitor user issues and problems.

Manage user account setup and maintenance.

Strong understanding of Military Treatment Facility (MTF).

Assumed leadership role as necessary.

Independent Contractor: Allscripts Consultant/Trainer Oct 2010 - Dec 2012 Project Locations:

Healthcare Partners of Nevada, Las Vegas, NV

Advocate-Bromen Medical Group, Bloomington, IL

Healthcare Partners, Long Beach, CA

NorthShore LIJ, Long Island, NY

Provided Go-Live update support for Allscripts V11.2, V11.1, V11.4.1 Allscripts Touchworks

Conducted elbow to elbow training support to physicians and clinical staff on patient orders, results, v11 notes, tasking, problem assessment, patient visit, flow sheets, medications and allergy reconciliation, e-prescribe, vitals, order result management, result verification, quick list, and immunizations.

Utilized workflow tools to determine the effectiveness of training program.

Identified and resolved issues to client staff.

Provided training to end users covering topics such as referrals, notes, call processing, orders and tasking.

Interpret and communicate with all levels of management.

Work independently on clinical sites.

Excellent analytical, organizational and problem solving skills.

Instructed clients on Meaningful Use.

Strong end-user and client liaison skills. Strong customer service skills.

Strong Adult Learning skills and classroom training.

Performed minor onsite technical support.

Collaborate with project team members and leads virtually and in-person to report status and issues daily by conference calls.

Novant Medical Group October 2008 – August 2010

Electronic Health Record Implementation Specialist

In-depth experience in implementation, “go-lives”, conversions and optimization of E.H.R.

Elbow to elbow education for physicians and clinical staff regarding patient care, orders and charting practices for Allscripts V10, V11, and V11.2.

Worked directly with medical office implementing Allscripts V11.1, and V11.2.

Provided individual training and group training for end users, front office staff, physicians and clinical staff before and during “go-lives” and optimizations.

Offered specific training programs to help clients maintain or improve job skills.

Provided clinical testing support and patient management testing support.

Experience in development of workflows and conducting assessments.

Experience in abstracting and scanning information for patient clinical chart.

In-depth experience in Allscripts topics such as work list, flow sheets, immunization, administration, med administration, order entry, tasking, clinical note, entering results, submitting encounter form, copy task to note, eprescribe, medication renewal, call processing, vitals, encounter summary, medication reconciliation, creating quick lists, creating favorites, and documenting patient care.

Novant Medical Group, (Triad Orthopaedic) February 1990 - October 2008 Patient Assistant Services/Medical Records Clerk

Conducted patient registration and ensured demographic and other information was current and accurate.

Provided customer service to patients regarding scheduling appointments, cancellations, and receiving office visitors.

Gained knowledge and proficiencies in various insurance billing programs.

Entered appropriate CPT and ICD9 codes and interpreted physician orders and progress notes.

Compiled and maintained medical records of patients.

Spearheaded project for re-loading patient information into Medical Manager. Trained multiple temporary employees on proper method of data entry.

Selected to serve on Committee for Over-The-Counter Drug sales.

Designed new report that more quickly and accurately informed physicians of medical records that needed their attention and allowed for quicker billing of insurance/patient.

Analyzed and reviewed medical records for the completeness of clinical data, such as diseases, operations, procedures, and therapies for financial reimbursement.

Compiled medical care and census data for statistical reports such as delinquency, clinical pertinence, and incomplete discharge dollar amounts. Education

BS, Business Administration – Management Shaw University, Raleigh, NC 2004 Military

Received Honorable Discharge, Served in United States Army from 1981 to 1987

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