Customer Service Help Desk
Resume:
Jennifer B. Adebiyi
Burleson, Texas
***********@*****.***
SKILLS
Software: MS Excel, MS Access, MS Visio, MS Word, MS Outlook, Epic Ambulatory, Cadence, ClinDoc and ORDERS
Software training and Epic Go-Live end-user support, Epic help desk support, troubleshooting, customer service, project management, requirements gathering, workflow analysis and redesign, verbal and written communication skills, reporting and presentation, multi-tasking, team player
Exceptionally energetic and proficient with Electronic Health Records (EHR).
Excellent communication, interpersonal, analytical, problem-solving, and leadership skills
Trainer and Proficient Support; Clinical Service, Service NOW, Help Desk Analyst
EXPERIENCE
NUANCE -DELIVER HEALTH SOLUTIONS FEB 2021-Current
Clinical Help Desk Support:
Provided clinical help desk support for COVID-19 patients by scheduling vaccination appointments, registration, insurance verification, referrals, and note documentation
Worked with Advocate operations team to determine provider scheduling template requirements and user security access needs.
Maintained proficiency with all clinician's workflow within the EHR and supporting system environments
End-user support and troubleshooting for security access, scheduling issues
Present changes and requests to the Advocate operations team for approval
Demonstrated judgment and critical thinking and escalated to a supervisor or leadership appropriately.
Exercised considerable latitude in determining objectives and approaches to assignments.
Maintain a flexible, calm demeanor Act as a point of escalation contact
Utilized standardized Information Services Tools, such as help desk ticketing system (Service Now) to place, monitor, and facilitate closure of system tickets, identifying and escalating issues to the appropriate ISS resource and/or vendor, optimization requests or related items, adhering to established service level agreements.
ETTAIN GROUP March 2019-Current
Healthcare IT Consultant:
Provided end-user support for scheduling, registration, clinical workflows, and documentation, note documentation
Troubleshoot system issues and work command center
New visit type build
Provider and resource Template build/maintenance
Configure visit type restrictions and block overrides
Configure modifiers and visit type limits
User security (EMP) troubleshooting
Worked with operations to determine provider scheduling template requirements and user security access needs.
Maintained proficiency with all clinician's workflow within the EHR and supporting system environments
End-user support and troubleshooting for security access, printer mapping, scheduling issues
Present changes and requests to operations for approval
Provided elbow to elbow support to providers and clinicians
Supported Physicians on documenting, entering orders and referrals, linking diagnoses to meds and orders, and ensuring they are entering their charges correctly, routing messages to their nurse pool, and clearing their in-basket
Assisted Ma’s, Nurses, and other clinicians in acting upon orders, entering vitals, social history, allergies, and documents on the MAR upon administering meds.
Provided support to Physicians on how to do additional charting on a closed encounter (Addendum) as well as how to use the Smart tools: text, phrases, lists and links, preference list, and building their smart phrases.
HcTEC Conuslting November 2017-Current
Healthcare IT Consultant:
Provided end-user support for scheduling, registration, clinical workflows, and documentation, note documentation
Troubleshoot system issues and work command center
New visit type build
Provider and resource Template build/maintenance
Configure visit type restrictions and block overrides
Configure modifiers and visit type limits
User security (EMP) troubleshooting
Worked with operations to determine provider scheduling template requirements and user security access needs
Maintained proficiency with all clinician's workflow within the EHR and supporting system environments
End-user support and troubleshooting for security access, printer mapping, scheduling issues
Present changes and requests to operations for approval
Provided elbow to elbow support to providers and clinicians
Supported Physicians on documenting, entering orders and referrals, linking diagnoses to meds and orders, and ensuring they are entering their charges correctly, routing messages to their nurse pool, and clearing their in-basket
Assisted Ma’s, Nurses, and other clinicians in acting upon orders, entering vitals, social history, allergies, and documents on the MAR upon administering meds.
Provided support to Physicians on how to do additional charting on a closed encounter (Addendum) as well as how to use the Smart tools: text, phrases, lists and links, preference list, and building their smart phrases.
Trained and Assisted physicians with the usage of Dragon, training their vocabularies and documenting their notes.
Trained Front desk assistant on how to register new patients, schedule appointments either telephone or walking patient, check-in and check-in-out patient, verifying patient info, adding guarantor, coverage, and ensuring cash drawer balance at EOD.
Trained front desk staff on how to scan using the media manager and ensuring documents are properly scanned and documented.
Optimum Healthcare IT March 2015-Current
Healthcare IT Consultant:
Troubleshoot system issues and work command center
User security (EMP) maintenance
Provider and resource (SER) Template build/maintenance
Configure visit type restrictions and block overrides
Worked with operations to configure provider scheduling template updates
Maintained proficiency with all clinician's workflow within the EHR and supporting system environments
Providing real-time end-user support via remote desktop
Connection tools, with an emphasis on safety, efficiency, and satisfaction.
Utilized standardized Information Services Tools, such as help desk ticketing system (Service Now) to place, monitor, and facilitate closure of system tickets, identifying and escalating issues to the appropriate IS resource and/or vendor, optimization requests or related items, adhering to established service level agreements. Leverage online vendor tools and reasonably available resources (ex: Epic UserWeb and Intranet Tip sheets) to facilitate problem-solving or advance the hospital's EHR technology.
Collaborated with Application Analysts, Credentialed Trainers, and Principal Trainers among others, to support all phases of application development, testing, deployment, and adoption. Fulfilled commitments to other team members and responded to customers and team members in a timely fashion
Trained and Assisted physicians with the usage of Dragon, training their vocabularies and documenting their notes.
Demonstrated judgment and critical thinking and escalated to a supervisor or leadership appropriately.
Maintain a flexible, calm demeanor Act as a point of escalation contact.
Utilized standardized Information Services Tools, such as help desk ticketing system (Service Now) to place, monitor, and facilitate closure of system tickets, identifying and escalating issues to the appropriate ISS resource and/or vendor, optimization requests or related items, adhering to established service level agreements. Leverage online vendor tools and reasonably available resources (ex: Epic UserWeb and Intranet Tip sheets) to facilitate problem-solving or advance the hospital's EHR technology.
Expedite Integrated Services February 2013-March 2015
Healthcare IT Consultant:
·Provided elbow to elbow support to providers and clinicians
·Trained Clinicians on reviewing patient visits; wellness visits, procedure visits, or new visits, as well as how to document single and multiple problem visits.
·Supported Physicians on documenting, entering orders and referrals, linking diagnoses to meds and orders, and ensuring they are entering their charges correctly, routing messages to their nurse pool, and clearing their in-basket
·Assisted Ma’s, Nurses, and other clinicians in acting upon orders, entering vitals, social history, allergies, and documents on the MAR upon administering meds.
·Trained and Assisted physicians with the usage of Dragon, training their vocabularies and documenting their notes.
·Provided support to Physicians on how to do additional charting on a closed encounter (Addendum) as well as how to use the Smart tools: text, phrases, lists and links, preference list, and building their smart phrases.
EDUCATION & TRAINING
HOUSTON COMMUNITY COLLEGE, Houston, Texas 2008
Major: Business Management Human Resources Management
YABA COLLEGE OF TECHNOLOGY, Lagos Nigeria 1996-1998
Major: Business Management Human Resources Management
REGAN GIRLS HIGH SCHOOL, Lagos, Nigeria 1995 (Graduated)
Major: High School Diploma (GENERAL STUDIES)
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