Christie Tolentino-Chango RN MSN MBA HC

Senior Clinical Epic Analyst Build

and Business Consultant Virginia Beach, VA

Email: ad2w0x@r.postjobfree.com

Phone: 757-***-****

Summary

I am a healthcare IT professional and registered nurse with over sixteen (16) years of experience working with Epic’s Cadence (Scheduling) application. I have participated and assisted in implementing Epic Systems at more than 13 hospital facilities and close to over 1,000 plus family practices and specialty clinics. For example, creating scheduling build for an Infusion specialty that cared for Cancer and Dialysis patients. Build included Referrals, Advance Visit Types, Item Profiles, Batch Jobs, SmartTools, Print Groups, Data Courier, Cadence Security, Snapboards, Provider/Resource Template Build and Dashboards. I have built Decision trees to which was previously questionnaire build which I am familiar with. I also have vast experience in building and updating all the SmartTools and user securities. I have assisted in building Facility Structure and some Prelude build because of my understanding of the registration process. This includes creating factsheets, labels, and registration navigator build. Worked minimally in building Decision Trees for specialty practices.

My work as a surgical nurse across several specialties makes me an expert at clinical workflow analysis, and I possesses further expertise in the build and workflows for a variety of specialty departments, including Radiology, Cardiology, Nuclear Med, Mammography, GI and Catheterization Lab, Wound Care, Behavioral Health, and PT/OT/ST. Additionally, my experience as a trainer and time spent supporting go-lives in the command center and at-the-elbow support makes me both a great mentor and excellent at troubleshooter of issues across the Cadence, ADT/Prelude, Ambulatory, Inpatient, and ASAP applications. My extensive technical knowledge and clinical background makes for an excellent addition to any project team, and/or as the Cadence build team lead.

My latest Epic Cadence work has been in Community Connect Projects for the past 2 years. I assisted in building the scheduling system of many Internal Med and other Specialty clinics. As well as participating in all the Go-live activity as a remote consultant.

I also worked as an RN in a clinical denials project. I have skills in consistently reviewing and identifying accounts that were denied. I discovered what areas in the patients' record I could use to create an appeal letter for denied claims by proving that the healthcare facility was entitled to receive payment for services rendered to the patient during their stay at the facility. I was an integral part, in recouping denied claims that were deemed not necessary. I was part of the team of six (6) RN’s who obtained approximately an amount to over 7 million dollars of recouped claims for the healthcare facility. I worked with providers in obtaining medical necessity letters for procedures and treatments that were considered experimental. I contacted insurance companies to get clarification and to validate and verify the various reasons a claim was denied. I worked with the insurance company to determine what options can be performed to get monies back for the facility.

Because of this experience, I developed exceptional skills in identifying clinical documentation errors of providers and nurses that eventually assist in increasing and improving the health facilities ability in obtaining approval and receive the maximum claims for services rendered.

Epic Certification and Proficiency

Epic Application Certifications & other Certification

•CEE completion Nov 2023 Cert# 9081199

•Completed November 2022 Cadence NVT

Additional Epic Experience (not certified)

•Epic Ambulatory

•Data Courier

•Grand Central (ADT/Prelude)

•Patient/Authorization/Referrals\/Active Orders WQ Build1

•Resource build

•Advance VT- Pools

•Patient/Referral/Active Request build

Additional Credentials

•RN

•MSN

•MBA HC

Relevant Experiences

Medasource Group October 2023 to January 3,2023

Cadence Build Analyst

Intermountain and National Jewish Health System

Assisted in rebuilding the National Jewish Community Connect departments

Departments for Sleep, Neurology, Infusion, Pediatric Pulmonology and Allergy Clinics just to name a few

Cleaning up previous build like removing blocks, visit types and Pools

Working on tickets focusing on Template Build projects

Work on improving WQ Profiles to have the view or columns the user needed

MODIS/Akkodis/Adecco Group February 2023 to November 2023

Cadence Build Analyst

HSCNI-Health and Science Northern Ireland

Assisted in building specialty Patient Workqueue.

Added addresses and Phone numbers to the Northern Trust, Southern Trust, and Western Trust departments for an Import spreadsheet.

Build Appointment Request Workqueues for Northern Trust, Southern Trust, and Western Trust departments.

Created an excel spreadsheet to list SER’s for the departments in Physical Therapy, Physiology, and Podiatry

Updated a Decision Tree Visio workflow for Appt Request WQs

Planet Group June to August 2023

Cadence Build Analyst

Accenture for Ohio Health

Worked on Project Tasks for Maternal Fetal Medicine, Grant CA department, General Surgery and Urology

Build Visit types, modification of visit type by length and Patient instructions for specific departments.

Assisted in updating department data to mimic original depts to the new department build due to Revenue location changes.

Phaxis Consulting January 2023 to April 2023

Cadence Build Analyst

Montefiore Health System

Worked on issues from tickets with the Service Manager system.

Assisted team members with their current project building needs in Epic POC environment.

Built Properties to add a column on the Workqueue (WQ) to show the users assigned to the request order WQ

Updating items 40-41 for the SER of providers, creating session limits, updated and added depts to the Order Request WQ

Created Change Orders to be presented to the Scheduling Governance group, a Montefiore method for change control for upgrades or new build.

Inactivated providers from the department or added a department to the provider.

Eight Eleven Group formerly Medasource February 2021 to Aug 2022

Senior Cadence Analyst Consultant

Prisma Health

Assisted with Cadence Build for Community Connect (CC) clinics (8 Carolina Nephrology clinics, 5 South Carolina Internal Med clinics, AID Upstate 5 clinics, 3 Kramer Women’s Clinic, Eastside Pediatrics, Palmetto Internal Med) with a few more clinics in line for CC.)

Build Patient, Referrals and Active Request Workqueue.

Visit type build plus generic resources to include provider modification of visit type durations

Front Desk Dashboard build for each Carolina Nephrology CC clinics.

Resource build as needed.

Resolved, build needs for current CC clinics, or help users with their issue with Service Now ticketing system.

Assisted with Template build for the upcoming departments.

EAF Update based on Facility structure for the department.

Assisted in working with users on how to create a Department Appointment Reports (DAR), and to understand Referrals Workflow

Assisted team with Automated Appointment Conversions

Supported and assisted remotely Go-Live clinics.

Performed Application and Integrated testing for all upcoming CC clinics, applying steps for FD/ referral users.

CSI Healthcare IT February 2021 to June 2021

Senior Cadence Build Analyst

OSF Healthcare

Created Open scheduling for departments providing COVID Vaccines.

Clean up of Provider messages in their templates no longer needed.

Creat3d Arrival time offset for All (Central, Northern, Western and Eastern) Radiology departments.

Global Healthcare IT January 2021 to March 2021

Senior Cadence Build Consultant

Sick Kids (Canada) worked remotely.

Was given multiple tasks to accomplish regarding Security Classes for Cadence

Combined Sherlocks tickets specifically for Cadence and Referrals

Create new menu descriptors to add or remove buttons from a menu activity toolbar (be it through a security role or system def)

Worked on multiple Service Now tickets specifically with updating appointment statuses, and assisted with template build for providers

Worked on resolving any Cadence and Referral issues with minimum supervision

Healthcare Triangle IT August 2020 to December 2020

Workflow Analyst for Cadence

Tanner Healthcare

Supported Appointment conversion and Go-Live for both Community Connect Practices, Internal Medicine and 2 Pediatric clinic and a Urology clinic that had an Ambulatory Surgery Center

Gathered information regarding scheduling of upcoming Community Connect (CC) Clinics, urology and another Pediatric clinic

Created Visio’s of current scheduling workflow for upcoming CC Clinics

Shadowed schedulers to validate current scheduling practices

Provided analyst all build documentation needed

Participated in Integrated testing specifically the Cadence section

Supported Clinic Dress Rehearsal, and Appointment Conversions

Supported Go-Lives and created tip sheets as needed by the community connect practices

Work closely with Analyst and since I know the Cadence build was able to provide information on fixing issues and problems

CSI Healthcare IT March 2020 to May 2020

Senior Cadence Build and Instructional Designer (ID)

South Georgia Medical Center (SGMC)

Created Cadence Training Curriculum, lesson plan, Classroom information Sheet and prepping Hyperspace Master Environment

Assisted in building Connect Care Departments coming up for the healthcare facility this included training of the staff (family medicine, Neurosurgery, Pediatrics, and Infectious Disease Depts.) via virtual training

Assisted Ambulatory team for Ticket Scheduling and MyChart team for setting up Fast Pass (Waitlist for MyChart)

Supported Go-Live virtually for these departments, fixing issues, reviewing access and modification of security for Cadence needs.

Worked with the Access team (ADT, Prelude, HIM and PB) to provide needed build in the training environment

Reviewed documents regarding information needed to build visit types, Provider or Resource Template build, Data Courier of build as needed from POC>TST> PRD

Involved in Virtual Integrated Testing and Technical Dress Rehearsal by building Test patients

Updated Training of Nova Notes on 2019 Upgrade for the Cadence Application

Assisted in building Decision trees for specific Visit types for a specialty clinic

Pivot Point Consulting a VACO Company October 2019 to February 2020

Trinity Health

Senior Cadence Build Analyst

Trinity Health

Tested all Patient and Referral WQ's (3500 WQ’s) identifying why data not falling in the child WQ. Fixed and updated rules.

Worked as the Cadence Analyst for their Wave 1 Go-Live in Michigan at the command center

Modified visit types added the correct duration to the Provider or Department if it affects all the providers in the department

Assisted with Template Build for clinic and HOD visits

On-going modification of current build for the Cadence Application

CSI Healthcare IT August 2019 to October 2019

Provider Workflow Analyst

Baylor Scott & White Health System

Working with the Orders team to ensure provider workflows are in place to clarify and assist physicians in using the Epic System

Creating tip sheets, Pocket guides and providing these to the Orders team and Principal Trainer for approval

Collaborated with other Workflow analyst to have consistency in creating documents and teaching materials

Assisted in Go Live for their Wave 3 facilities (BUMC, BAS and BHVH)

Created Visio’s showing provider workflows with the Epic EMR system that may change their current processes

Spencer Thomas Group December 2018 to July 2019

Business Analyst/Project Manager

Wake Forest Baptist Health System

Analysis of Clinical Data for clean up like Medication list and Medication processes

Project Management from Initiation, Planning, Implementation and Closure (The home-grown App created for screening CA patients)

Working with IT to validate/Review medical data and compare with data elements pulled for an AXON extract that will allow computation of specific metrics for the American Academy of Neurology’s Axon Registry

Analysis of current documentation and data to improve processes and workflows

Project Management working in an Agile environment (Scrum Master Certified)

Use knowledge of medical, clinical and pharmaceutical terminology and workflows

Using Service Now Management and Demand systems

Performed Gap Analysis for the PeopleSoft to Workday project

Sagacious Now Part of Accenture March 2016 to May 2018

Piedmont Health System February 2017 to February 2018

RN Clinical Appeals Subject Matter Expert (SME)

Reviewed patient accounts in Epic to determine why payment was denied, if there was an available utilization review by case managers on admission, determined if an appropriate billing and diagnosis codes and claim were created, and updated the account activities.

Reviewed all clinical documentation to support if level of service of patient was appropriate using InterQual or Milliman Criteria

Provided a list and suggestions for clinical documentation improvements

Performed direct telephone communication with payers, physicians, and patients

Wrote Clinical appeals letters, medical necessity letters and reconsideration letters

Communicated with physicians to supply a medical necessity letter if needed

Worked with newly hired Piedmont denials team to provide input and support on how to work denials

Reported progress on the accounts assigned using a statement of work (SOW) excel spreadsheet

Performed comprehensive retrospective reviews of medical records including nursing and physician notes, medications, laboratory and imaging results

Wrote correspondence to appeal the validity and appropriateness of the patient’s stay

Documented and analyzed what the root cause was for the denial

Riverside Healthcare System March 2016 to December 2016

Cadence Senior Build Analyst

Built all Referral WQs and Patient Access (Schedule Order) Workqueues for all ambulatory and specialty clinics of Riverside Health System

Created Referral WQs for HOD imaging departments that require review of procedures prior to scheduling and authorization by the insurance verification team

Built Referral Templates and Questionnaires

Created Visit type questionnaires

Assisted in building visit types for MyChart scheduling

Assisted in modifying application testing scripts and Integrated testing scripts for Cadence steps

Created Schedule Order WQs and depots for all HODs

Assisted in gathering information and building scheduling needs for specialty departments

Assisted in template build classes as well as elbow support for template builders of the department

Assisted in maintaining and updating SER records

Built visit types for hospital outpatient departments (HODs) of the facility

Created Advance Visit types by creating pools and conditions

Created Blocks, Category list for SDF, POC items

Created In-Basket Registry for the departments

Created Snapboards and SO depot for HODs

Assisted in providing appropriate security for staff that would need Cadence functions

Built provider/resource for HODs

Data Couriered all build from different Epic environments as a member of the change control team

Updated Denial Letter for Referrals by adding SmartLink for use in the Ambulatory clinics

Assisted in Mapping printers and workstations

Sagacious Consulting September 2014 to March 2016

Greenville Health System December 2014 to February 2016

Cadence Senior Build Analyst

Built visit types for hospital outpatient departments (HODs) of the facility

Created Advance Visit types by creating pools and conditions

Created and Modified Patient Requests Workqueues (formerly called SOWQ) for HODs

Created Snapboards for HODs

Built all provider/resource for HODs

Assisted in Ambulatory Physician Clinic Appointment Conversions

Participated in Integrated Testing for Epic Ambulatory and Inpatient

Wrote Cadence steps in all Integrated Testing scripts

Data Couriered all build from different Epic environments

Updated Face sheet by adding SmartLink for use in the Ambulatory clinics

Worked with other Cadence Team members in showing them how to build Batches, Jobs, and Runs

Assisted in Mapping printers and workstations

Set up and showed team members to create Downtime reports and attach printers for each report

Assisted team member on how to build Staff Daily Reports, HRX reports, moving template build from one environment to the other

Participated and assisted in template build sessions with users

Worked with Cadence ID in prepping master environment for training

Provided support to ID in understanding build and use of Single-Day Patterns in scheduling templates

Supported needs and environment issues of ID during Credentialed training

Worked with ID in helping with training needs

Created tip sheets for use in training and for other team members on “How to’s” (e.g. How to create Conditions for your Pool in Advance Visit types)

Provided Command Center support for AMB and Acute Facilities go-lives of GHS

Advantage Care Physicians September to November 2014

Cadence Senior Build Analyst

Worked with the team to identify needs of the organization prior to building Provider Steering

Assisted in prepping environment build with updating physicians and system definitions for referrals

Created Visio’s to show changes of Patient Service Representatives (PSR) work in editing and scheduling referrals from the Workqueues

Participated in Testing workflow and build of Provider Steering

Worked with the Instructional Designers (IDs) of Cadence and Ambulatory in putting together Cadence manuals and tip sheets for training

Assisted in giving lectures for combined New Hire training

Attended all webinar for physicians and PSR training to provide support to IDs

Provided go-live support of Provider Steering implementation for ACP

Oxford Consulting Sept 2013 – July 2014

Consultant

Allegiant/Creighton Health Systems

Cadence Senior Build Analyst

Assisted in identifying appropriate security for Cadence users

Created Sub templates, modified Templates for Cadence security

Modified Roles, troubleshot and worked with security issues

Built and modified Visit types

Worked with Beacon to build and identify Visit types to be used

Created Pools, Advance Visit Types, new category list items for SER Item 40 and 60

Utilized Data Courier to migrate all build to the different environments

Created and modified Referrals

Built new visit types needed by departments, especially cardiopulmonary rehab and PT/OT/ST departments

Provided strong application support as well as Command Center support during three waves of Ambulatory and Hospital go-lives

Supported Cadence/Prelude/Ambulatory Team and users during three appointment conversions

Worked with Ambulatory Analyst during Workflow Walkthrough and communicating any new VT build

Participated in Ambulatory Post go-live Sessions/meetings with department managers to identify concerns and determine approach to improve processes

Performed Integrated Testing for hospital and specialty clinic implementation

Used SharePoint to enter data in build tracker to note all build items

Advantage Resources July 2013

Consultant

Novant Health Systems

Ambulatory Elbow Support

Supported Cadence, HIM, Clinical Documentation, and CPOE in the ambulatory clinic

Assisted in streamlining workflows with lead support and clinical nurses

Streamlined workflow of Nurse Assistant in checking in, rooming in, and documentation of patient’s visit

Assisted physicians with CPOE, SmartTools, and physician preference list

Served as part of the Inpatient QA usability team

Excite Partners June 2013

Consultant

Grady Health

Cadence Senior Analyst

Optimized current Cadence scheduling system

Identified current issues and made strong recommendations on what areas needed to improve

Identified weaknesses in using model security templates

Recommended need to build other security templates to provide users limited security and minimize scheduling errors

Showed template builders use of Patterns for Day and Week to help create schedules for providers who constantly change their schedule

Advantage Resources March 2013

Inpatient Elbow Support

Good Samaritan Hospital and Mercy Hospital in Long Island NY

Physician and Nurse Elbow Support with Advantage Resources

Provided elbow-to-elbow user support for CPOE, Clinical Documentation for Nurses, and non-clinical staff in using the Epic system

Provided Radiant support for Mammography department by assisting the staff in using the Epic system

Greythorn Consulting Inc. January to October 2012

Senior Cadence Consultant

Valley Medical Center

Lead Cadence Build Analyst and Ambulatory Build Support

Led build of Cadence and Ambulatory needs for Occupational Health Services

Mentored schedulers, nurses, OT/PT techs, and case managers in learning and understanding the use of Epic tools

Built customized Visit types, Pools, and Panels, integrating the needs of the department with the needs of the PB/financing team, ambulatory team, and other Cadence team

Automated scheduling using Advance Visit types for the department

Determined needs of department in terms of letters, printing needs, and special scheduling workflows, including build for incoming or outgoing external referrals

Identified current workflows and cross-analysis on the change of workflow with use of the new Cadence scheduling system

Analysis of nurse/physician needs and other users of the department

Analysis of registration/prelude needs for the department

Assisted in Ambulatory build of Smart/Groups, SmartSets/SmartLinks/SmartPhrases and Doc Flowsheets, and Navigators for OHS clinical and non-clinical users

Developed workflows to incorporate use of Epic for both scheduling and ambulatory functionality

Performed appointment conversions

Customized department profile build, workflow Engine Rules, and Epic Security

Worked well with other teams to meet deadlines and build timelines

Virtelligence Consulting Agency January to October 2011

Cadence Consultant

Moses Cone Health (July 2011 to Oct 2011)

Cadence Principal Trainer (Instructional Designer)

Revised Cadence training curriculum started by previous PT

Completed all lesson plans with approval from Epic and Cadence Analyst

Worked closely with analyst to ensure understanding of workflows for scheduling and registration

Worked with Prelude and Billing PTs to determine which portion of lesson plans will be trained by specific PT

Started prep of master environment

Assisted in application and integrated testing

Prepared appointment spreadsheets for import to training environment

Competed SER/User Department build for use in training

Transitioned all Cadence training materials to new PT

Mentored other PTs in understanding needs and preparation for training

Cleveland Clinic

Cadence Build Analyst for EAPM Project (January 2011 to July 2011)

Served as major lead in building and validating providers and users

Created and completed spreadsheets for appointments, providers, and users

Built facility structure, service area, location, and department in the Master environment

Built visit types and advanced visit types

Built pools, blocks, and panels

Built Waitlist Reports, Department Appointment Reports, and Cadence Reporting Workbench reports

Built Epic Dashboards

Created spreadsheets to provide what was built and requested by end-users

Analyzed previous workflow and future state

Built templates and patterns

Performed unit and integrated testing

Sentara Health Systems May 1997 – Oct 2010

Cadence Build Analyst

Sentara eCare Health Network Division, HOD/Cadence Clinical Analyst (June 2008 to Oct 2010)

Maintained and supported Cadence users by building templates, maintaining and analyzing workflows, Hyperspace environment, security, and profiles

Supported specialty nursing groups, Infusion, Wound Care, Enterostomal, Cancer Care, and PT users

Created Doc Flowsheets, SmartLink’s, SmartPhrases, and letters

Troubleshot Epic issues in Inpatient, ASAP, Bed Planning, Security, and Outpatient Departments

Mentored new analysts in understanding how to support Epic systems

Shared with team member’s new things learned in assisting needs of users

Cadence Principal Trainer (May 2006 to June 2008)

Maintained Master environment for training and practice

Created lesson plans and training manuals used to implement the new scheduling system

Trained and prepared Core trainers in learning the new scheduling system end-users

Coordinated schedule and timelines of training with training manager

Worked with the Design, Build, and Validate team in making sure all aspects are incorporated to workflows of users

Registered OR Staff Nurse and Clinical Instructor for Surgical Technology (Sept 1989 to May 2006)

Served as Registered Nurse in the Operating Room for over 20 years (15 years with Sentara Health System and 7 years with Our Lady of Mercy Medical Center now North Division of Montefiore Medical Center) with five years of team leadership. Clinical Instructor for Surgical techs from June 2000 to May 2006.

Mentored new students and new OR techs, specializing in surgical technology and peri-operative surgeries

Created lesson plans with Microsoft office tools

Classroom instruction focused on adult learning strategies

Performed clinical support for students learning in the surgical area

Worked with surgical techs in the operating room in providing feedback regarding performance of the surgical tech student

Evaluated performance of surgical tech student and provided methods to improve their ability to think ahead and anticipate needs of the surgical team

Education and Certificates

University of Phoenix

Master of Science in Nursing

Master of Science in Business Administration in Health Care

Graduated July 2007 with a 3.8 GPA

Concordia College of Nursing Philippines

Bachelor of Science in Nursing

Graduated March 1983

RN License VA through reciprocity, 1994 – Present

Current License# 000******* Exp. 12/31/22

RN License N.Y, 1989 – inactive

LPN License N.Y, 1986 – inactive

Certificate from College Graduate of Foreign Nursing Schools (CGFNS), 1984

Appendix: Master Files

Epic Master File Build Experience

•Cadence build (PRC, PLS, SAL, CER, WQF, FCC, FCP, LPG, LQF, PAF, SPT, RTP, EAP, SDF)

•User and facility build (LPR, EMP, SER, ECL, EAF, DEP, E2N, E2R, E2U)

•Flowsheets and navigators (FLO, FLT, LVN, VCN, FSH)

•Preference lists and categories (EPD, LPF, OSQ, OTL, ECT)

•Print groups, reports, and Reporting Workbench (LPG, LRP, HGR, HGT, HGX, HRX, PAF)

•Patient Lists and columns (ERS, PAF)

•Notes, SmartTools, and SmartForms (HFN, ETX, ELT, HHS, HH1, HSF, LQF, HLX, HLV, HGN)

•Procedures (EAP, EDP)

•Batches, jobs, and runs (E1A, E1B, E1C, E1D)

•Referrals (REF, RFL)

•Decision Tree Editor- assisted in deciding visit type/rules for questionnaires to be used for specialty procedures

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