Program Manager Project
Resume:
Craig F. McKinney
**** ******* ****, ******** ****, MN 55443
ad49s1@r.postjobfree.com
PROGRAM MANAGER - CERTIFIED EPIC ANALYST - ACTIVATION SPECIALIST Cadence 2021 Prelude 2021
PROFESSIONAL SUMMARY:
A forward thinking, solution based professional with 19+ years of diverse leadership experience including 8 years Healthcare Industry experience with Epic EMR implementation, activation, build, and 50+ Go-Lives. My goal is simple, to integrate my skillset and philosophy of hard work, service, collaboration, integrity, and commitment, with a value-based organization seeking workplace optimization and leadership excellence.
CADENCE BUILD EXPERIENCE
§ Built Provider Templates and Appointment Schedules
§ Built Outpatient Departments
§ Built Visit Types, Visit Type Restrictions
§ Built Cadence User Security, Security Class and Templates
§ Analyzed Help Desk issues to determine if problems are End-User, workflow, or build related Via remote access to end-user workstation and provide training /workflow/ or build support PROFESSIONAL EXPERIENCE
Epic Go-Lives: Front Desk / Clinical Workflows Coordinator March 2023 – Present CSI Companies
§ Coordinate and manage resources (Subject Matter Experts) based on specific skillset and organizations clinical staff needs.
§ Train clinical staff on established Epic workflows.
§ Create, test, and establish new clinical workflows based on Epic functionalities. Project Manager: Patient Engagement Outreach April 2022 – March 2023 Healthcare Triangle IT – TeleVox/Intrado
§ Create and Manage of Project Plans, Business Requirement Workbooks, and technical support resources for Non-API and API workflows.
§ Manage a team of Builders and Client Relationship managers overseeing the Automation of engagement workflows, and customized communications for patient appointment outreach for Epic EMR.
§ Engage client stakeholders with personalized communication options best suiting their specific patient communication preference.
§ Provide leadership to geographically dispersed staff.
§ Created and executed complex End to End Testing plans.
§ Provide consulting support on best practices to TeleVox for client deliverables.
§ CMR case management and assignment of New Clients and Upgraded client.
§ Manage and coordinate complex legacy platform data transfers for time critical “upgrade” implementation projects.
§ Responsible for assisting Client implementation process including set up and configuration while maintaining adherence to corporate policies and procedures. Client Service Manager: MyChart Support February 2021 – April 2022 Computer Task Group - Amherst, NY
§ Manage the day-to-day activities of the outsourcing technical support agreement
§ Provide leadership to geographically dispersed staff.
§ Provide consulting support on best practices to client.
§ Create a “trusted advisor” relationship with client, while handling complex technical situations.
§ Recommend changes in operations documentation/procedures to facilitate improved operation.
§ Manage planning, execution, and completion of the engagement within required budget and timeframe and to the customer’s complete satisfaction as measured by CTG’s engagement process.
§ Ensure the support team adheres to the customer change control process and adheres to all customer standards, policies, and procedures.
§ Complete assigned functions as stated in the engagement proposal or other statements of work without direct supervision.
§ Manage the customer relationship by clarifying customer expectations.
§ Manage scheduling and completion of approved work activities of multiple teams. Project Manager: Patient Access Revenue Cycle February 2019 – March 2020 LJL Consulting (COH) – Los Angeles, CA
§ Managed Patient Access Revenue Cycle Projects
§ Evaluated current workflow processes and recommending future state workflows and training end users on the new processes.
§ Worked with IT trainers to develop new curriculum based on new workflows.
§ Write new test scripts based on new workflows.
§ Provide summary of recommendations, create new workflow documentation, and recommend training opportunities for Patient Access end users.
§ Provided baseline metrics to monitor productivity and performance for areas that may have a cash lift for the organization.
§ Coordinated meetings with Stakeholders, Directors, and Managers in Patient Access, Financial Clearance, Revenue Cycle, IT Analyst and Training Department. Workflow Analyst August 2018 – Dec 2018
Baylor Scott and White (Ambulatory)
§ Become familiar with clinical scope of service, respective of current state vs. future state.
§ Provide baseline metrics to monitor productivity and performance for potential areas of cash lift for the organization.
§ Observe clinic operations to collect, document, and provide real-time feedback to clients.
§ Create and maintain project schedules and detailed progress reports.
§ Lead clients through implementation of training initiatives, including associated change management objectives.
§ Ability to “wear many hats” and learn quickly to provide accurate observations and data feedback for multidisciplinary clinical locations.
Program Manager January 2017 – Aug 2018
Optimum Healthcare IT
Scripps Health; UC Irvine Health; UMass Memorial Medical Center, South Shore Hospital, Integris Baptist Health, Guthrie Robert Packer Hospital; Trinity Mother Francis Responsibilities:
§ Manage/Coordinate Epic Go Live Implementations/Activations/Help Desk Command Centers
§ Responsible for planning, directing, coordinating and delivery of established objectives through project life cycle of Help Desk Command Centers
§ Coordinate, communicate and collaborate effectively with executive leadership at all phases of the project to establish, maintain, and/or adjust stakeholder needs and project timelines.
§ Collection and coordination with client leadership, of resource analysis questionnaire to evaluate and determine clinical, operational, and technical data to establish resource to End-User ratio needs.
§ Facilitate the selection and management of resources specific to optimize client support expectations.
§ Establish project objectives and key Command Center reporting metrics for client leadership.
§ Manage ongoing project assumptions, status, risk review, and risk mitigation and solutions.
§ Collaborate with Executive Leadership in creating an effective communication platform conducive to rapid distribution of high and critical information.
§ Establish Client Mediation and Conflict Resolution protocols.
§ Support coordination of critical Resources, Readiness, and Reduction Recommendations
§ Established and Managed 24/7 Go-Live Command Center with staff of 30+; 1400 calls/day; Less than 1% abandon rate; SL% > 98; First Call Resolution = 12%; serving 5000+ End Users
§ Create and Manage break/fix incident decision tree for medium and high break/ fix issues optimizing the ability of staff to choose the correct analyst group with 90% application assignment accuracy reducing incident resolution time.
§ Develop presentation and training materials for Command Center and client activation orientation.
§ Coordinate, staff and manage support resources for Appointment Conversion. Program Manager/Cadence Analyst Sept 2018 – Nov 2018 Scripps Health – Wave 3
§ Supported IT team on various Help Desk Break/Fix issues. Built Provider Scheduling Templates, Visit Types, Security Class and Templates, providing both training and break/fix First Call Resolution.
§ Facilitate the selection and management of resources specific to optimize Help Desk scope.
§ Establish project objectives and key Command Center reporting metrics for client leadership.
§ Collaborate with Executive Leadership in creating an effective communication platform conducive to rapid distribution of high and critical information.
§ Establish Go-Live support Mediation and Conflict Resolution protocols.
§ Support coordination of critical Resources, Readiness, and Reduction Recommendations
§ Manage break/fix incident decision tree for medium and high break/ fix issues optimizing the ability of staff to choose the correct analyst group with 90% application assignment accuracy reducing incident resolution time.
Program Manager January 2018 – May 2018
Scripps Health – Wave 2
§ Assist with presentation and training materials for Command Center and client activation orientation.
§ Assist IT team with various Help Desk Break/Fix issues. I.e., building Provider Scheduling Templates, Visit Types, Security Class and Templates, providing both training and break/fix First Call Resolution.
§ Facilitate the selection and management of resources specific to optimize Help Desk scope.
§ Establish project objectives and key Command Center reporting metrics for client leadership.
§ Collaborate with Executive Leadership in creating an effective communication platform conducive to rapid distribution of high and critical information.
§ Establish Go-Live support Mediation and Conflict Resolution protocols.
§ Support coordination of critical Resources, Readiness, and Reduction Recommendations
§ Create and Manage break/fix incident decision tree for medium and high break/ fix issues optimizing the ability of staff to choose the correct analyst group with 90% application assignment accuracy reducing incident resolution time.
§ Established and Managed 24/7 Go-Live Command Center with staff of 30+; 1400 calls/day; Less than 1% abandon rate; SL% > 98; First Call Resolution = 12%; serving 5000+ End Users Program Manager October 2017 – Dec 2017
University California Irvine
§ Manage/Coordinate Epic Go Live Activation - Call Center
§ Responsible for planning, coordinating, and delivery of scoped activation objectives.
§ Collection and coordination with client leadership, of resource analysis questionnaire to evaluate and determine clinical, operational, and technical data to establish resource to End-User ratio needs.
§ Facilitate the selection and management of resources specific to optimize Help Desk scope.
§ Collaborate with Executive Leadership in creating an effective communication platform conducive to rapid distribution of high and critical information.
§ Support coordination of critical Resources, Readiness, and Reduction Recommendation Program Manager August 2017 – Oct 2017
UMass Memorial Medical Center
§ Manage/Coordinate Epic Go Live Activation
§ Responsible for planning, coordinating, and delivery of scoped activation objectives.
§ Collection and coordination with client leadership, of resource analysis questionnaire to evaluate and determine clinical, operational, and technical data to establish resource to End-User ratio needs.
§ Manage ongoing project assumptions, status, risk review, and risk mitigation strategies and solutions.
§ Assist with presentation and training materials for Command Center and client activation orientation.
§ Facilitate the selection and management of resources specific to optimize Help Desk scope.
§ Establish project objectives and key Command Center reporting metrics for client leadership.
§ Collaborate with Executive Leadership in creating an effective communication platform conducive to rapid distribution of high and critical information.
§ Support coordination of critical Resources, Readiness, and Reduction Recommendations Program Manager May 2017 – June 2017
South Shore Hospital
§ Manage/Coordinate/Assist Epic Go Live Activation
§ Responsible for planning, coordinating, and delivery of scoped activation objectives
§ Collection and coordination with client leadership, of resource analysis questionnaire to evaluate and determine clinical, operational, and technical data to establish resource to End-User ratio needs.
§ Manage ongoing project assumptions, status, risk review, and risk mitigation strategies and solutions.
§ Assist with presentation and training materials for Command Center and client activation orientation.
§ Facilitate the selection and management of resources specific to optimize Help Desk scope.
§ Establish project objectives and key Command Center reporting metrics for client leadership.
§ Collaborate with Executive Leadership in creating an effective communication platform conducive to rapid distribution of high and critical information.
§ Support coordination of critical Resources, Readiness, and Reduction Recommendation Program Manager April 2017 – May 2017
Integris Health
§ Manage/Coordinate Epic Go Live Activation
§ Responsible for planning, coordinating, and delivery of scoped activation objectives
§ Collection and coordination with client leadership, of resource analysis questionnaire to evaluate and determine clinical, operational, and technical data to establish resource to End-User ratio needs.
§ Assist with presentation and training materials for Command Center and client activation orientation.
§ Facilitate the selection and management of resources specific to optimize Help Desk scope.
§ Establish project objectives and key Command Center reporting metrics for client leadership.
§ Collaborate with Executive Leadership in creating an effective communication platform conducive to rapid distribution of high and critical information.
§ Support coordination of critical Resources, Readiness, and Reduction Recommendations
§ Coordinate and support request and distribution of mobilized SME’s in hospital
§ Collect and assign incidents issued via client developed mobile application. Program Manager February 2017 – April 2017
Scripps Health – Wave 1
§ Assist with presentation and training materials for Command Center and client activation orientation.
§ Coordinate and facilitate selection and management of resources to optimize Help Desk scope.
§ Establish project objectives and key Command Center reporting metrics for client leadership.
§ Collaborate with Executive Leadership in creating an effective communication platform conducive to rapid distribution of high and critical information.
§ Establish Go-Live support Mediation and Conflict Resolution protocols.
§ Support coordination of critical Resources, Readiness, and Reduction Recommendations
§ Create and Manage break/fix incident decision tree for medium and high break/ fix issues optimizing the ability of staff to choose the correct analyst group with 90% application assignment accuracy reducing incident resolution time.
§ Established and Managed 24/7 Go-Live Command Center with staff of 30+; 1400 calls/day; Less than 1% abandon rate; SL% > 98; First Call Resolution = 12%; serving 5000+ End Users Assistant Program Manager Dec 2016 – February 2017 Guthrie Health
§ Discussed Scope, Coordinated and develop project plan with Guthrie Epic Ex Leadership point person.
§ Develop communication plan with Guthrie Ex Leadership - Key phone contact numbers.
§ Manage ongoing project assumptions, status, risk review, and risk mitigation strategies and solutions.
§ Prepare for staffing needs and location for appointment conversion.
§ Determine Space for Command Center and Help Desk and proposed scheduling.
§ Work with IT to determine needs of Phones, Desktops, printer and WiFi.
§ Meet with Cadence/Pre trainers, SU’s and support staff to finalize expectations and objective of Appt. Conversion
§ Meet with IT Director and Help Desk staff for Ticket Mgmt. system training BMC SD Express), issue escalation process, and proper phone etiquette.
§ Check logins and Hyperspace access.
§ Help plan Orientation logistics and finalize Orientation presentation.
§ Finalize needs and materials for phone support success.
§ Work with Help Desk support on Required Ticket Information and decision document support- determining incident PRIORITY
§ Report Help Desk trends and common issue to Guthrie Leadership
§ Based on lessons learned prep template for reporting metrics o Open issues
o Closed issues
o Days open/high priority issues
o Average wait time
o Abandon rates
o Call volume
§ Suggest and adjusted the phone bank process, and plan for handoff to client.
§ Worked with analyst on top issues and new workflows.
§ Create Knowledge Base Document for Client Service Desk. Lead/Support Analyst March 2015 – Ongoing
Optimum Healthcare IT - The HCI Group - TekSystems, CSI Healthcare Santa Rosa Consulting - HCTec Consulting – Nuance PTP – Intellect Recourses Thomas Jefferson University, Integris Baptist Health, Care New England, Hackensack University Medical, Wheaton Franciscan, Newton Wellesley, MD Anderson, Greenville Health, University of Maryland, Southcoast Health, St. Luke’s Health System, Northwestern Memorial Hospital, Memorial Health, Hackensack Meridian Health; Bryan Health, Hartford Connecticut GI, Scarsdale Medical Group, Ardent Health, San Francisco General, Baylor Scott and White, Ochsner Health, Northwestern Medical, University of Illinois, Prisma Health, Sentara Health, University Health, University of Chicago/Advent Health; University Hospitals; Dean McGee Eye Institute; University of Oklahoma; Albany Medical Center
Responsibilities: Support / Team Lead
§ Manage At-the-Elbow support staff supporting Cadence/Prelude/Patient Access/ADT/Inpatient Documentation/CPOE/ Trained for Front Desk and Clinical staff in the following departments: Emergency; Urgent Care; Ophthalmology; Cardiology; Gastroenterology; Hospital Outpatient; Radiology; Family Med; Thoracic Surgery, Urology, Rheumatology, MedSurg, Clinical Documentation Unit
Sales Manager/Interior Design Consultant – HOM Furniture May 2011 – March 2015 Minneapolis, MN
Responsibilities:
§ Manage sales of Rug Gallery and Flooring Department inventory to maximize profit margins .
§ Devise marketing strategies and implement sales plan to reach monthly sales goals and quotas.
§ Ensure employees adhere to established sales guidelines through coaching and training.
§ Maintain employee schedules for maximum staff to customer ratio’s for effective customer service
§ Perform hiring manager duties using established hiring protocols for interview, evaluation, and candidate selection.
§ Collaborate with clients on design concepts establishing style, budget, selection, and coordination of form and function. Ensure proper service completion - product delivery, placement, and execution of established concepts according to overall design plan. AbbeyCare Inc. Home Health Care Agency, June 2010 - May 2011 St. Paul, MN
Responsibilities:
§ Certified Personal Care Assistant - (Required to properly take care of my aunt with Alzheimer’s)
§ Assisted with Activities of Daily Living (ADL’s)
§ Provided in-home medical assistance to patient, monitoring vital signs and helping with ADL’s and other small household tasks.
§ Assisted with hygiene, and administration of medication.
§ Documented the Assessment for Plan of Care (POC) for the patient. Aflac / Independent Financial Services Sales Agent June 2007 – March 2008 Orlando, FL
§ Serviced Individual Policy and Business Accounts with benefit options for individuals and employees.
§ Offered Independent Policies for Daily Living Expenses
§ Offered Financial Protection Polices for families facing unexpected medical expenses.
§ Offered an array of financial and insurance products. Nterglobal Payment Solutions - Director of Operations March 2005 - June 2007 Lake Mary, FL
Responsibilities:
§ Direct departmental staff of 25 employees to meet financial product profit and growth margins.
§ Manage customer contract and mitigation with Executive Management.
§ Support business strategies and ensured the effectiveness of all operation systems.
§ Initiate employee development and training materials related to daily production expectations.
§ Measure outcomes and developed continuous improvement processes.
§ Provide customer service solutions for customer satisfaction and retention. Operation Manager – FedEx Express October 1987 – March 2005 Minneapolis, MN
Responsibilities:
On-Road Operations Manager
EDUCATION
Brown Institute, Minneapolis, MN
§ Radio & Television Communication
MILITARY SERVICE
United States Navy – Honorable Discharge (E5)
§ Aviation Structural Mechanic
COMPUTER, SOFTWARE and METHODOLOGIES:
MacOS and MSOffice-Word, Access, Excel, PowerPoint, Outlook, One Note, Google Drive, Internet Explorer, Chrome, Safari, AS400 Point of Sale (POS); Agile (APM), ServiceNow, BMC (Magic Service Desk), Salesforce, Dragon Medical, SharePoint,
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