Travel Coordinator Customer Service
Resume:
JENNIFER BOWENS
**************@*****.***
SKILLS AND CERTIFICATION
• Certified Epic Inpatient Orders Senior Analyst
• 10 years of experience working in the healthcare industry specializing in Epic Implementations and upgrades.
• Design, build, and implement Epic software based on user requirements and industry best practices.
• Successful implementations specializing in the build of Epic Inpatient, navigators, order set build, EAPs, system lists, printing, best practice advisories, decision support, workflow design and build, and specialized content.
• Customer service with attention to detail and follow through on resolving complex issues; effective communicator with ability to work collaboratively in a multi- facility hospital setting with demonstrated analytical, problem-solving, and decision-making skills.
EXPERIENCE
NOVEMBER 2017 – PRESENT
CERTIFIED ORDERS ANALYST, LOUISIANA CHILDREN’S MEDICAL CENTER (LCMC)
Ensure end user specifications are met by designing, testing and providing real time implementation and support of the Epic Orders Application. Conduct qualitative and quantitative analysis on collected data and information as part of application requirement gathering. Build of order panels, order sets, BPAs, smart tools, printer configuration and mapping, complete build of inpatient system lists for full cycle implementations. Serve as application specialist for all issues relating to Inpatient printing, SER and EMP troubleshooting, research in order transmittal. Provide support for escalated tickets in Service Now. Provided support and build for 8 full cycle implementations and 6 upgrades.
2
JULY 2015 – APRIL 2017
INSTRUCTIONAL DESIGN ANALYST, JOHNS HOPKINS HEALTH SYSTEM
MST build and maintenance of Inpatient Orders for the Johns Hopkins entities, create users and patients in the master training environment (MST) using Scotty teleportation and manual mitosis duplication. Create and conduct adobe connect webinars for credentialed trainer updates and issue resolution. Conduct end user pilot sessions to showcase training curriculum and adjust any training workflows that need to be emphasized at entities going live with Epic.
Write classroom curriculum, train and credential additional classroom trainers from within the organization or outside consultants to assist with super user and end user training. Continue the duties of an Epic credentialed trainer when necessary, which includes training courses when needed.
November 2014 – July 2015
SENIOR GOVERNANCE COORDINATOR, US ARMY INFORMATION TECHNOLOGY AGENCY (CONTRACTOR – CAPSTONE
CORPORATION)
• Coordinated and facilitated governance board and committee meetings, including scheduling agendas, briefings, and action items. Tracked and managed all governance-related action items assigned through closing phase, ensuring all requirements are met by interfacing with support elements. Created project summary charts and Information Technology requirements to track customer requirements and requests. Coordinated, collected, reviewed, validated and compiled information from a variety of sources and in various formats, and prepared briefing packages. Performed data-entry using the agency database, SharePoint, and project summary charts business applications. Prepared reports and presentations using programs from MS Office (Excel, PowerPoint and Word) as well as the Agency Database.
APRIL 2014 – SEPTEMBER 2014
CREDENTIALED TRAINER, NOVANT HEALTH (TEKSYSTEMS
CONTRACTOR)
• Train and coach physicians, residents, fellows, and medical students for the inpatient orders team. Specialize in surgical, inpatient, meaningful use, and core measures. Assist physicians with customizing their templates, smarttools, orders, and ordersets. Edit, test and provide updates to lesson plans for ongoing classes. Provide support during Go-Live.
SEPTEMBER – APRIL 2014
TRAINING COORDINATOR/ADMINISTRATIVE SUPPORT, DEPARTMENT OF HOMELAND SECURITY (CONTRACTOR – ZANTECH IT)
• Collaborated with Operations and Human Resource units to determine training needs and develops and delivers training to meet the expressed needs. Trained end users on SharePoint functions. Scheduled, set-up, and evaluated training courses. Ensured class materials and documentation are maintained and up-to- date.
3
MARCH 2008 – SEPTEMBER 2013
FACILITATOR AND TRAINING COORDINATOR, FEDERAL BUREAU OF INVESTIGATION (CONTRACTOR – BOOZ ALLEN HAMILTON/CHICKASAW NATION INDUSTRIES)
• Served as a trainer and facilitator for leadership development courses, led group discussions, coordinated the setup of training facilities and created lesson plans. Planned facility requirements for new classes. Maintained course delivery schedule. Tracked course capacity and utilization. Coordinated with internal training tracking portal (Virtual Academy) to manage courses and schedules. Forecasted participants for future classes and associated logistics: schedule participants, monitor waitlists and student cancelations. Facilitated pre-session preparation: copy and distribute class materials, email materials, and register participants. Coordinated course evaluations, coordinated pre- and post-course assessments, evaluated surveys, created results report. Conducted studies of work processes and procedures that supported all aspects of planning, organizing and coordination of training sessions, conferences and meetings for the FBI Registrar’s Office. Identified problems and reviewed production standards. Reviewed and analyzed market surveys for appropriate geographic locations, conference sites, lodging, transportation, and other requirements. Reviewed documents for compliance with Federal Travel Regulations. Coordinated all aspects of administrative and logistical support for regional training events. Identified and coordinated all costs required to process FBI purchase orders. Coordinated Department of Justice and Office of General Counsel approvals for use of non-federal facilities.
Supported Department of Homeland Security as Training Coordinator for National Protection and Programs Directorate. Coordinated and facilitated information sessions for DHS employees. Created the standard operating procedure for the individual development plan that was launched agency wide. Monitored progress of employees and briefed executives regarding mandatory training initiatives. Facilitated 508 (Disabled Persons) compliance on all training materials. Coordinated and managed logistics for development training. SEPTEMBER 2005 – MARCH 2008
COMMUNITY LIAISON OFFICER/ ASSISTANT GENERAL SERVICES OFFICER, US DEPARTMENT OF STATE (US EMBASSY MANAGUA, NICARAGUA / US EMBASSY NIAMEY, NIGER)
• Served as the Community Liaison Officer for US Embassy Managua, Nicaragua. Worked with U.S. personnel and family members to maintain morale in Mission. Trained employees on sponsorship of incoming personnel. Held a weekly information session with the embassy community to address issues and brainstorm community involvement. As a member of the Executive Administrative Section, managed programs for American community with adjustment to the post environment. Identified needs of community and responded with services, information and community referrals. Published weekly newsletter using MS Publisher highlighting community and cultural events.
• Served as Assistant General Services Officer for US Embassy Niamey, Niger. Participated in Housing Board Meetings and managed negotiations of leases and utilities contracts. Planned and managed logistics for special events for 300+ American personnel and foreign nationals. Drafted classified and unclassified 4
cables. Coordinated procurement of housing and vehicles for American employees.
*Received 2 cash awards from Department of State in recognition of work performance.
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EDUCATION
MAY 1995
BA LIBERAL ARTS, GRAMBLING STATE UNIVERSITY
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