Customer Service Health Care
Resume:
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CONTACT
Kailua, Hawaii ****4
*****.*******@**.***
Skills & Abilities
Strong leadership and team-
building skills. Managed project
teams of up to 10 members
Exceptional organizational and
project management skills. Excellent
communication and interpersonal
skills. Proficient in project
management software.
Communication
Excellent written and verbal
communication skills. Proven ability
to communicate complex ideas and
concepts to diverse audiences.
Skilled in conflict resolution and
negotiation.
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Edmae
Higgins
Professional Summary
Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals. Experience
Kaiser Permanente Honolulu, Hawaii
January 2016 - Current
KPHC (Epic EMR) Training/Support Manager
• Develops and Maintains the KPHC (EMR)Training & Support Program for the region.
• Plans manages, and provides KP HealthConnect (KPHC) content, learning, training, and support services to clients.
• Maintains in-depth knowledge of applications and how they relate to operations.
• Makes recommendations and changes procedures and workflow to fit organizational needs.
• Oversees training and site support on applications.
• Serves as liaison between end users, leadership, KPHC physicians & staff.
• Provides technical expertise & support to the team.
• Analyzes clinic, hospital, and/or Health Plan functional areas and provides project consultation.
• Supervises assigned staff.
Kaiser Permanente Honolulu, Hawaii
January 2014 - January 2016
Epic Certified ClinDoc Trainer
• Plans, organizes, coordinates, and provides classroom training, on-site training, and support to automated medical records system users, including ancillary users and new hires.
• Serves as automated medical record system application expert.
• Partners with project lead to ensure integration of automated medical record system information into training and support activities.
• Develops and overseas production of training materials, tools, and curriculum, customizing where appropriate.
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• Builds and maintains training environment and develops trainers as coaches and applications experts.
• Consults with vendors to customize training products and services as needed.
January 2010 - January 2011
Research Analyst/Programmer I
• Assists in developing data collection resources and plans.
• Tests, integrates, implements, documents, and maintains design models with project standards.
• Ensures end-user acceptance of a quality deliverable that meets system requirements.
January 2008 - January 2010
KP HealthConnect “Epic” Laboratory Ancillary Analyst
• Monitored and Maintained Network Bridge for HL7 Clinical Information Systems.
January 2004 - January 2008
KP HealthConnect “Epic” Clinical Information Site Support Analyst
• Provided direct support services to patient care teams in a clinical setting.
• Facilitated the introduction, integration, and effectiveness of computerized information and patient care management systems.
• Provided ongoing support to the Kaiser Permanente Physicians, Practitioners, Receptionists, and Clerical staff along with their management team.
Castle Medical Center Kailua, Hawaii
January 2006 - January 2008
Telemetry Unit Laulima– On Call-Unit Secretary
• Provide direct patient care support in an in-patient setting.
• Retrieve and transmit physician/patient orders electronically.
• Arrange consultation referrals internally and externally.
• Admit and discharge patients, and transfer patients to other units or other Oahu medical facilities.
Nurse Finders Honolulu, Hawaii
January 2005 - January 2006
Patient Care Scheduler
• Provided direct patient care services in a Home Care setting.
• Worked closely with Home Care, clinical staff, patients, and clients to obtain and ensure optimum home care services were provided.
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January 2002 - January 2004
KP HealthConnect “Epic” Clinical Information Trainer
• Trained, Supported, and Orientated Kaiser Permanente Physicians, Practitioners, Receptionists, and Clerical staff along with their management team Kaisers Automated Clinical Information Systems in an Outpatient setting.
Queens Medical Center Honolulu, Hawaii
January 1998 - January 2000
Unit Secretary –Emergency Room
• Primary duties included a variety of clerical duties in conformance with department policies and procedures.
• Trained and orientated other personnel as assigned. AMR Services Inc Honolulu, Hawaii
January 1991 - January 1999
Passenger Service Agent
• Primary duties included Check-In and Review of all travel documents and baggage for passengers traveling to and from domestic and international destinations.
• Assisted disabled passengers as needed.
• Performed troubleshooting of operating mechanical and safety equipment. Education
January 1980
Certification in Entrepreneurship Program
Hawaii Chamber of Commerce, Honolulu, Hawaii
January 1991
Business course in Sol Proprietor
University of Hawaii, Honolulu, Hawaii
January 1999
Certification in Sign Language
Adult School of Education, Kailua, Hawaii
2006 - 2008
Certificate in Business Administration Management
University of Phoenix, Hawaii
July 2010 – December 2010
Computer Science
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Windward Community College, Hawaii
1977
Diploma
Kalaheo High School, Hawaii
Accomplishments
• Over Forty years of successful experience in Health Care and Customer Services.
• Successfully obtained advancements within my Career at Kaiser Permanente
• Successfully Implemented Epic Electronic Medical Record Systems for three Community Hospitals and one Medical Office Building (MOB) for the Maui County.
• Successfully Implemented Epic Electronic Record Systems application for the Kaiser Permanente Hawai'i Region Market.
Additional Information
Ergonomics Representative
• Worked closely with the Ergonomic Team as a resource analyst. Health Insurance Portability and Accountability Act (HIPAA) Trainer
• Trained and Oriented staff members in the enforcement of HIPAA under their role as a Kaiser employee.
Short Key Representative
• Orientated staff members in the access and use of short-key applications for templates, phrases, and the completion of document information. Hiring Assistant
• Assisted in the training of managerial personnel in the compiling and completion of a computer database of all new hires, including their profile log-in and access abilities.
Service Representative
• Performed a variety of clerical functions within a medical setting, including computer data, entry, phones, and desk inquiries.
• Trained and orientated other personnel as assigned.
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Personal & Community Experiences
• Interaction with Pacific Islander cultures through international sporting events
• Avid Open Ocean Canoe paddler/racer, swimmer, and body surfer
• Interaction with multi-cultures from around the continent daily
• Lei Papahi an organization that assists in Hawaiian culture and healthcare.
• The Wave (Church Member)
• Aloha United Way & Cancer Society (Volunteer)
• Kailua Canoe Club (Coach)
References
References Upon Request
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