Senior-Level Healthcare Program Manager & Consultant

Candice A. Smiley

215-***-**** mailto:ankitkaushik09@*****.************@*******.*** www.linkedin.com/in/candice-smiley

Senior-Level Healthcare Program Manager & Consultant

Innovative and purpose-driven Senior-Level Healthcare Program Manager & Consultant with extensive progressive experience leading and directing the management and development of software systems and platforms. Skilled in providing mentorship and guidance to cross-functional teams while demonstrating technical excellence through the use of best practices, keen problem solving, and collaboration with internal and external stakeholders spanning the enterprise. Seeks to understand customer issues and needs and displays an inquisitive mind when devising solutions. Possesses a passion for realizing customer success and ensures quality goals and targeted deliverables are met in an on-time capacity. Identifies and mitigates risks and eliminates impediments and roadblocks to success.

Core Competencies

Leadership ~ Dynamic Presentations ~ Software Project & Program Management ~ Change Agent

Stakeholder Relationships ~ Needs Analysis ~ Vendor Management ~ Operational Excellence

Strategic Planning & Integration ~ Research & Analysis ~ Cross-Functional Collaboration ~ Agile/Scrum

Organizational Development ~ Continuous Improvement ~ Training & Development ~ Emotional IQ

Professional Experience

Crozer Keystone Healthcare Network, Philadelphia, Pennsylvania

Program Manager Apr 2018 – Present

Contracted to oversee the development of a comprehensive EMR Project Charter that spans the project lifecycle through all phases and sets the tone for every future ambulatory installment acquisition. Collaborates with Executive Sponsors and project participants while leading workflow sessions centered on the definition of user needs, project scope, goals, and deliverables. Engages in risk management and strategizes and executes on mitigation plans to minimize the potential of failure as well as negative impact to financial or compliance standing.

Leads and directs a team of 5 Analysts and fosters positive working relationships with executive management, vendors, and other colleagues.

Documents and conveys project status updates and successes along with issues to all stakeholders.

Addresses and resolves customer issues experienced during project implementation.

Championed the successful implementation of EMR projects spanning inpatient, ambulatory, and revenue cycle streams.

Architected the organizational standard associated with project work and documentation; established the framework and definition of roles and responsibilities, targeted outcomes, and quality assurance parameters.

Provincial Health Services Authority, Vancouver, Canada

Project Analyst June 2019 – December 2019

Oversaw projects spanning Ambulatory and training services while leading and directing a team of 5 in an international socialized healthcare environment.

Build using Cerner Millennium Tools – completed in B0783, T0783, D0783, and P0783

Update and maintain hospital and clinic-specific Data Collection Workbooks (DCW’s)

Responsible for consulting on current and future workflows and configurations, upgrades, implementations, system changes, enhancements, and ongoing system maintenance and support.

Develop comprehensive testing scenarios, work plans, orders to scheduling & Flex rules

Complete current and future state workflows for Scheduling; gather Data Requirements for clinic-specific Cerner Scheduling Build

Work independently and across venues to resolve incidents and problems, propose mitigation strategies, coordinate internally with technology or application teams, and escalate internally or to external business partners and vendors, when appropriate, to ensure systems are available for use and delivering upon agreed service levels and capabilities.

Troubleshooting reported issues, implementing service requests using application build tools, creating necessary documentation to support changes, providing end.

Cerner ITWorks, Philadelphia, Pennsylvania

Solution Architect Jan 2018 – Apr 2018

Leveraged expertise to work across multiple solutions and stakeholders, during client engagements, and through delivery workflow and application solution design to achieve defined benefits. Guided clients through current workflows, upgrades, system changes, enhancements, and ongoing system maintenance. Led as the primary consultant on solution troubleshooting, consulting, and knowledge transfer. Cultivated and sustained client relationships while escalating issues, offering solution knowledge, and providing engagement support. Resolved complex client concerns encountered during installation, operation, maintenance, and application. Performed test script execution and participated in integrated testing.

Assessed potential risks and defects, analyzed specifications and application customization requests, and offered guidance on disaster recovery, data integrity, security, prospective alternatives, and data infrastructure problems.

Spearheaded the creation of technical documents that detailed application architecture, design processes, and testing procedures; results ensured seamless integration and maintenance of data structure integrity.

Facilitated Integration Testing events for network implementations – served as subject matter expert in support of large organizational trainings.

Einstein Healthcare Network, Philadelphia, Pennsylvania

Clinical Systems Analyst III Jul 2016 – Jan 2018

Transitioned into role to act as the primary project contact for sponsors, departmental leadership, stakeholders, and software vendors. Charged with ensuring the successful EMR implementation through all phases from project conception to post-project conversion. Responsible for supporting, sustaining, and optimizing information systems and applications associated with ambulatory and inpatient care while performing needs analysis, design, execution, and maintenance of small and mid-sized projects. Oversaw existing systems and provided guidance on how to achieve necessary performance, reliability, user satisfaction, and integration levels alongside alignment with other enterprise initiatives.

Built dynamic documentation for Rheumatology, Behavioral Health, Allergy, and Neurology specialties.

Pinpointed system training, localization, and abstracting/documentation backload requirements for office personnel.

Created Knowledge Management documents for utilization by help desk support team members; results increased resolution scores during the first call.

Aligned performance standards through the coordination and execution of integrated test scripts for IDX scheduling, IDX Bar, and Access Anywhere.

Einstein Healthcare Network, Philadelphia, Pennsylvania

Associate Project Manager Mar 2012 – Jul 2016

Onboarded to oversee the design and development of the system and workflows associated with the implementation of Cerner Millennium Solutions for Ambulatory Care. Drove change management initiatives while leading project closure activities associated with assigned ambulatory practices including system troubleshooting and staff training. Coordinated with internal and external teams and conveyed client implementation plans, timelines, and deliverables targets. Conducted current and future workflow analyses for individual offices while identifying and implementing continuous improvement solutions, enhancing the end user experience, and boosting efficiencies.

Embraced complete ambiguity and lack of established processes and procedures; consulted one-on-one with an Analyst to garner a full understanding of needs; built and developed all training materials from the grassroots level.

Managed a team comprised of 25-50 contracted vendors; ensured strategic practice placement, arrangement of travel plans, and handling of payroll.

Deployed readiness assessments and ongoing training and education to ambulatory and inpatient networks prior to the implementation of ambulatory EMR system.

Planned and executed test scripts for IDX scheduling, IDX Bar, and Access Anywhere; results allowed for configuration with performance standards.

Developed specialty specific readiness and change management sessions for Oncology – aided in the change adoption of unique workflows tailored to Infusion, Dynamic Documentation and Oncology medications.

Realized the successful implementation of 125+ Cerner Millennium Registration and Powerchart for ambulatory areas including Oncology, Pain Management, Physical Medicine & Rehabilitation, Behavioral Health, Neurology, Transplant, and Vascular, Cardiology, and Plastic Surgeries.

Achieved 98% success rate in achieving pre-implementation schedules of areas served.

Formulated training materials and competencies for the AECIS Electronic Medical Record.

Supported the implementation of inpatient Cerner Millennium Solutions for Einstein Medical Center Montgomery.

Independence Blue Cross Philadelphia, Pennsylvania

Business Analyst 2011 – 2012

Elevated into role to plan and schedule all contact and call center resources spanning sites and business lanes. Utilized the IEX workforce management system to ensure service level and ASA goals related to daily and interval benchmarks were met. Proactively identified and presented new metrics alongside performance issue root causes per the needs of management and the business. Drove and defined business objectives and managed team member expectations while nurturing a conducive environment.

Recipient of the Honor Award for exceeding members’ expectations and the Award of Excellence for outstanding service.

Supervised 13 collegiate interns in daily operations; successfully improved turnaround time alongside employee morale by guaranteeing high-quality application data review.

Analyzed key performance indicators and offered a comprehensive overview of business strengths, weaknesses, and opportunities.

Acted as the Project Lead of Ivory Tower staff management during Health Markets Care initiative.

Joined in the Gorman Phase II Audit and Mock Internal Audit.

Participated in realizing the Q4 YEAR goal of achieving 1000% MTM errors.

Additional Professional Experience

MedFirst Consulting, Birmingham, Alabama

Go Live Support Consultant 2016 – 2017

Go Live Support Cerner Powerchart/Dynamic Documentation 2015 – 2016

Independence Blue Cross, Birmingham, Alabama

EV Technical Analyst 2007 – 2010

Eligibility Specialist 2006 – 2007

Provider Service Representative 2004 – 2006

Recipient of multiple performance-based promotions.

Education & Certifications

Master of Science in Business Administration, Management & Operations, Anticipated 2021

University of Phoenix, Phoenix, Arizona

Concentration in Healthcare Administration

Certificate of Project Management, 2017

Bachelor of Science in Business, 2016

University of Phoenix, Phoenix, Arizona

Technical Proficiencies

MS Office Suite & Project ~ Cerner Millennium Solutions ~ Ambulatory & EMR

Revenue Cycle Systems ~ End-User Education & Training ~ Impact & Root Cause Analysis

Community Involvement

Partner, 2018 – Present

Regular Fellows Foundation, Philadelphia, Pennsylvania

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