Raleigh, North Carolina

240-***-**** linkedin.com/in/erica-evans-a451a856

ad4vtw@r.postjobfree.com

Erica L. Jones Board Certified Holistic Health Practitioner MPH

PROFESSIONAL SUMMARY

Experienced Healthcare Project Manager with 10+ years in the healthcare field. Proven on-time completion of service delivery, managed services, or implementation-oriented client projects. Skillful team motivator, and passionate about sustainable healthcare designs that are efficient to improve environmental, economic structures and patient support.

EDUCATION

●Nova Yoga, Registered Yoga Teacher 200 hour, April 2023

●Board Certified Holistic Health Practitioner, American Association Drugless Practitioner, June 2022

●Certified Holistic Health Coach, Legacy Holistic Health Institute, March 2021

●Graduate Certificate in Healthcare Informatics, Phoenix University, December 2016

●Master of Public Health and Leadership, Kaplan University, January 2015

●Bachelor of Arts Sociology, Claflin University, December 1998

EMPLOYMENT HISTORY

IQVIA- Patient Support Specialist 08/23- current

Provide initial support for customer requests via telephone, email, fax, or other available means of contact ACSS.

Quickly assess the user's concern and provide first level support for issue resolution.

Recognize operational challenges and suggest recommendations to management, as necessary.

Show empathy and deescalate caller concerns to provide a positive caller experience.

Document information specific to the resolution and escalates unresolved issues expeditiously to the appropriate area.

responsible for supporting patients, client contact center (hub), pharmacies, and medical professionals.

Assist of pharmaceutical brand-initiated payment assistance solutions such as co-pay cards, vouchers, and direct patient reimbursement.

Betr Health- Certified Betr Health Coach 08/2022-current (part-time)

●Responsible for advising and counseling on the important requirements for a healthy lifestyle.

●Works with clients to identify health risk factors and manage chronic illness.

●Interfaces with clients using motivational interviewing and reflective listening skills to develop an understanding of barriers to meeting health related goals, develop a client specific wellness plan, set goals for health improvement, and monitor goal attainment.

●Effectively use readiness assessment, motivational interviewing, goal setting, appreciative inquiry, and barrier resolution techniques to assist participants in developing individualized plans for successful behavior change.

●Coach participants to achieve behavior change related to weight management, stress management, chronic disease management, nutrition, physical activity,

●Conduct health coaching sessions in a variety of formats (i.e., one-to-one, group, telephonic, and web-based)

●Appropriately document health coaching sessions and assist with data management as needed.

●Maintain caseload as determined by the Senior Program Manager

●Participate in successful outreach to engage participants in health coaching, group behavior changes programs, and/or clinic services.

Konica Minolta- HCIT Implementations Project Manager 5/2019-12/2020

●Plan, initiate, engineer, and manage Implementations projects and installations.

●Lead and guide the work of technical staff, while providing hands-on technical support.

●Serve as liaison between business and technical aspects of projects, including the development department.

●Implemented quality improvement initiatives, resulting in decreased readmission rates and improved patient satisfaction scores.

●Managed large-scale healthcare technology upgrades, overseeing budgeting, vendor selection, and implementation to meet organizational goals.

●Provided customers with feedback on any issues or enhancements.

●Generated sales among client accounts, including upsetting and cross-selling

●Plan project stages and assess business implications for each stage.

●Manages a cross-functional team (onshore/ offshore) to achieve project delivery success. Identifies and elevates potential new business opportunities.

●Monitor progress to assure deadlines, standards, and cost targets are met.

●Develop or update Implementation project plans, including objectives, scope, deliverables, budget, schedules, staffing, technologies, systems, and communication requirements.

●Provided single point contact with customers to ensure short- and long-term goals were met.

●I am the client’s single point of contact, and was responsible for managing the client relationship, overseeing budgets, developing strategy and executing projects.

Reason for leaving: Contract position is ending.

Allscripts- Project Manager 5/2018-4/2019

●Provide Clinical EMR/EHR data services to stakeholders. Identify and escalate critical issues in a timely manner.

●Led cross-functional teams in the successful implementation of electronic health record systems, resulting in improved patient care and operational efficiency.

●Manage and control internal projects for the business, to ensure project completion on time to budget and meeting customer needs. Service multiple clients concurrently, and meeting deadlines as agreed

●Manages a cross-functional team (onshore/ offshore) to achieve project delivery success. Identifies and elevates potential new business opportunities.

●Support Allscripts Solutions Management or other Allscripts Management by providing project management control on key initiatives, usually pertaining to developing and delivering solutions to market or to internal process improvement.

●Generate sales among client accounts, including upsetting and cross-selling

Reason for leaving: Increase in pay.

University of North Carolina at Chapel Hill – CRMS Support Analyst/ Project Manager 11/2016–5/2018

●Provided front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals.

●Train staff, faculty, and clinical research personnel on use of CRMS, EPIC, and other online programs and tools; provided training, user guides and presentations. Develops SOP’s and that will simplify and assist clinical research personnel, and enhance best practices (e.g., budgets, BCA, integrated billing).

●Performed user administration duties. Supported multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment. Support a large-scale application environment and team.

●Excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members.

●Responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention.

●Knowledgeable of Clinical Trials regulations and compliance guidelines and can effectively address inquiries regarding the various regulations and guidelines. Interact with informatics/health information technology research with an emphasis on digital/mobile health research.

Reason for leaving: Contract position ended

Research Triangle Institute – Data Analyst 1/2016 – 11/2016

●Examined data and created reports based on specific parameters for leadership

●Oversight of externally and internally sourced data management.

●Identify and interpret patterns and trends, assess data quality, and eliminate irrelevant data.

●Collaborate with team members to ensure accuracy through SharePoint and Outlook

●Analyze and manage data to improve data quality and the efficiency of data systems.

●Software development, where applicable and trained of fellow employees in the use of equipment

●and software

Reason for leaving: Sought new local challenges

EMPLOYMENT HISTORY

(CONTINUED)

Dominion Diagnostics – Clinical Compliance Coordinator (Contract) 1/2015–12/2015

●Perform as a Liaison, under the direction of the VP Quality & Compliance, including both general qualification audits as well as project specific audits.

●Planned and executed start up clinics which included, set up prototype development systems to support program testing and migration of client data.

●Provided systems IT support which included the implantation of new hardware/software and as needed to troubleshoot hardware/software system solutions. Coordinated with a remote IT team to ensure implementation of systems integration was accurate.

●Provide leadership and support of the programs including ongoing program maintenance. Will assist in the development, planning and implementation of new program elements.

●Designed, and implemented business plans/ SOPs to determine strategic and tactical goals regarding customer satisfaction and accurate validity submissions.

Reason for leaving: Contract position ended

Care Source – Outreach Enrollment Specialist 10/2014 – PRN (seasonal)

●Delivered structured patient education on health coverage, engaged in follow-up discussions, and offered renewal assistance for enrolled individuals.

●Distributed outreach materials to patients, community members, partner organizations and businesses to build coverage option awareness, and attended community events to promote coverage options and the mission and services of the organization.

●Demonstrated fiscal accountability by delivering projects under budget.

●Effectively developed and nurtured relationships with a diverse group of stakeholders.

Reason for leaving: Only seasonal work

Contact this candidate