Support Specialist Front Desk

EMMANUEL J. MBONG

**** ********* **, ******** ** 30060

*********@*****.*** 602-***-****

OBJECTIVE: Proven professional with valued experience in soft skills end user training, exceptional communication and industrial delivery techniques geared towards growth and advancement/ adult learning methodologies in a classroom and elbow support environments. Provided Go live support to several hospital implementations.

SKILLS: Experience in some EPIC modules including; Cadence, Ambulatory, ClinDoc and ASAP.

Skilled in support for clinicians during ‘go live contracts’ and provide guidance to new users of EPIC systems.

Have excellent communication, organizational and interpersonal skills and a result oriented team player.

WORK EXPERIENCE:

Epic Go Live Support

Virginia Commonwealth Hospital, Richmond, VA 11/29/2021-12/22/2021

Supported Nurses and Physicians on how to properly update information on flow sheets and worklists. Trained end users on how to log in to hyperspace, verify their accurate ACE environment and credentials.

Trained and assisted Physicians and Nurses on ClinDoc during Go-Live

Supported nurses on how to properly work through within a specific navigator on how to arrive and discharge a patient, discharge planning and patient education.

One on one support for nurses on how to manage treatment plans and release orders within their designated activity tabs and navigators

Assisted with championing implementation and staff education during Go-lives (Internal Medicine-CPOE, ClinDoc)

Assisted end users to add patients to the wait list and schedule wait list appointments.

Epic Go Live Support (Ambulatory)

St Mary’s Regional Medical Center Reno, Nevada. 09/29/2021-10/15/2021

Assisted end users to add patients to the wait list and schedule wait list appointments.

Participated in group trainings for end users

Supported physicians in writing progress notes and putting in orders

Supported Nurses with flowsheet documentation to complete patient office visit encounter

Supported the nurses and physicians to maintain their message center, labs, Rx refill request, imported/scanned documents

Worked with physicians and Nurses maintaining their patients visit, problem lists, medical history, HPI, vital signs, ROS and discharge as well.

Assisted providers with admission, discharge and transfer navigators.

Epic Go Live Support

St. Joseph’s Hospital Saint Paul, MN 07/10/2021-07/30/2021

Provided support in Ambulatory and Cadence Modules.

Supported EPIC Go live implementation for the children’s section of the hospital.

Educate end users on how to check in pediatric patients on arrival for their appointments.

Provided one on one training to end users.

Provided elbow support to physician and nurses

Assisted end users to add patients to the wait list and schedule wait list appointments.

Epic Go Live Support (Ambulatory)

Catholic Health Systems, Buffalo, NY 11/01/2020-11/23/2020

Assisted end users to add patients to the wait list and schedule wait list appointments.

Trained end users on how to view providers schedule and manage exceptions to a providers’ schedule.

Formulated notes and tip sheets for end users.

Informed the physicians on how to document, manage In-basket preference list and smart-sets.

Escalated issues to the command center.

Assisted the clinicians to set up and utilize smart tools -smart-text, smart phrase.

EPIC ClinDoc

Advocate Illinois Masonic Medical Center 10/11/2020 – 10/23/2020

Duties

Participated in group trainings for end users

Supported physicians in writing progress notes and putting in orders

Supported Nurses with flowsheet documentation to complete patient office visit encounter

Supported the nurses and physicians to maintain their message center, labs, Rx refill request, imported/scanned documents

Worked with physicians and Nurses maintaining their patients visit, problem lists, medical history, HPI, vital signs, ROS and discharge as well.

Assisted providers with admission, discharge and transfer navigators.

Epic Provider Support (Orders)

Tanner Health System. Carrolton, GA. 02/2019-10/2019

Duties

Introduced physicians to documentation and preference choices in the phases of care.

Educated physicians in the use of grease board.

Collaborated with super users and analysts to report and resolving technical issues.

Supported physicians during soft go-live and full complete go-live.

Assisted providers with customizing their preference list and order sets and helped to customize their Smart Phrases, and Templates.

Led customization labs during downtime for physicians that needed additional assistance.

Escalated technical issues to the Epic command center and dedicated physician support Center

EPIC Physician Support (Neurology Clinic)

Mayo Clinic FL 10/18-10/18

Duties

Instructed and guided physicians with placing medication, lab and referral orders

Instructed and guided physicians on notes, orders and in basket use

Provided Elbow support to end users.

Maintained course offerings in the learning management system.

Provided logistics support during Go live.

Instructed and guided physicians with favorites, smart phrases and smart links.

EPIC Physician Support (Endo Clinic) BJC HealthCare MN 06/2018 – 07/2018

Duties

Instructed and guided physicians with placing medication, lab, imagine and referral orders.

Provided elbow support to physicians and nurses.

Instructed and guided physicians with writing notes other forms of documentation.

Instructed and guided physicians with in basket messages to patients and staff.

Instructed and guided physicians with favorites, smart phrases and smart links.

EPIC Provider Support (GI clinic)

Mayo Clinic MN 05/2018 – 06/2018

Duties

Instructed and guided nurses on flowsheets clinical documentation

Instructed and guided physicians on notes, orders and in basket use

Escalated issues to the command center.

Assisted the clinicians to set up and utilize smart tools -smart-text, smart phrase.

Instructed and guided anesthesia staff on OpTime intra-procedure workflow

Instructed and guided nurses on the phases of care- PAT, pre-procedure, intra-procedure, PACU, post-procedure

EPIC ClinDoc

Hospital Sisters Health System IL 02/2018 – 05/2018

Duties

Participated in group trainings for end users

Supported physicians in writing progress notes and putting in orders

Supported Nurses with flowsheet documentation to complete patient office visit encounter

Supported the nurses and physicians to maintain their message center, labs, Rx refill request, imported/scanned documents

Worked with physicians and Nurses maintaining their patients visit, problem lists, medical history, HPI, vital signs, ROS and discharge as well.

Assisted providers with admission, discharge and transfer navigators.

Connecticut Hartford Hospital

Epic Go live Support (September 2016- October 2016)

Participated and provided elbow support to end -users using Cadence modules.

Trouble shoot system issues and resolve.

Provided support for Hartford hospitals Epic Go live implementation.

Document Tickets and identified learning gaps and training opportunities.

Provided Elbow support to end users.

Maintained course offerings in the learning management system.

Provided logistics support during Go live.

Integris Health Center, Oklahoma City, Oklahoma (July 2016 -September 2016)

Provided support in Ambulatory and Cadence Modules.

Supported EPIC Go live implementation for the children’s section of the hospital.

Educate end users on how to check in pediatric patients on arrival for their appointments.

Provided one on one training to end users.

Provided elbow support to physician and nurses

MD Anderson Cancer Center, Houston, Texas. (April 2015- May 2015)

Provided Elbow support to end users.

Maintained course offerings in the learning management system.

Provided logistics support during Go live.

Escalated issues to the command center.

Assisted the clinicians to set up and utilize smart tools -smart-text, smart phrase.

Supported in Ambulatory and Cadence.

University of North Carolina, Chapel Hill, NC (Cadence)

Epic Go Live Consultant (April 2014 – June 2014)

Train end user on how to check in a Medicare Patient.

Trained on merging two guarantors together.

Educate on how to check in patients for appointment.

Train on how to check in new patients.

Train end user on how to make recurring appointments manually.

Provide elbow to elbow support during go live.

Valley Health Hospital (Cadence)

Epic Consultant (February 2014- April 2014)

Participated in Ambulatory and Cadence Go live

Assisted users using Epics Cadence module to schedule patients for appointment.

Assisted end users to add patients to the wait list and schedule wait list appointments.

Trained end users on how to view providers schedule and manage exceptions to a providers’ schedule.

Formulated notes and tip sheets for end users.

Informed the physicians on how to document, manage In-basket preference list and smart-sets.

Escalated issues to the command center.

Assisted the clinicians to set up and utilize smart tools -smart-text, smart phrase.

Yale Medical Group

Epic consultant (May 2013- June 2013)

Participated in Cadence Go Live project by providing At the Elbow Support

Educate end user on how to check in patient who arrive for appointment.

Provide one on one and group training to end user.

Escalated issues to command center as needed.

Assisted clinician to step up and utilize smart tools.

Trained the providers on the use of hyperspace.

Provide elbow support to physician and nurses.

New Hanover Regional Medical Center, NC

Epic in- patient Go live support (May -June 2012)

Provided physician support in ICU, CVICU, MICU and Neuro departments.

Escalated issues to the command center.

Assisted the clinicians to set up and utilize smart tools -smart-text, smart phrase.

Bronson Healthcare, MI

Epic Support Specialist (April -May 2012)

Provided support in Ambulatory. Inpatient and Cadence modules.

Received training in healthcare IT support and customer relations in hospital settings.

Provided one on one training for clinicians pre-go live in Ambulatory & Cadence

Supported HBO, ICU, OB/GYN, PEDS and NEO-NATAL departments of physicians and RN.

Fairview Hospital MN

Epic Support Specialist (Nov- Dec 2011)

Provided support in Ambulatory and Cadence Modules.

Supported Epic Go live implementation for internal medicine department and organ transplant department’s physician, RN, and Pas.

Supported end users in documentation process for Cadence system.

Supported and follow up with issues as they arose and reported to help desk for resolution where required.

Sentara Healthcare, Potomac VA

Epic Support Consultant -Cadence and ASAP (August – October 2011).

Provided inpatient application/elbow support for physicians, Nurses and Pas Pre-Go-live.

Helped small group training for nurses and front desk staff for cadence and ASAP.

Provided one on one session with each physician in creating their preference list, smart phrase, note writer and smart lists.

Provided floor support for Go live to clinicians in emergency department.

University of Texas Medical Branch, Galveston, TX

Epic Training Analyst (February -May 2011)

Received training in healthcare IT support and customer relations in hospital settings.

Trained in Ambulatory, Cadence modules of Epic.

Provided one on one training for clinicians pre-go live

Assisted clinicians in training using playground.

Provided Go live support for RNs, MDs, Pas, and other clinical staff for various clinics.

Education

BA International Business American Intercontinental University, Atlanta GA.

AAS Business Administration Atlanta Metropolitan College, Atlanta GA.

Epic Trainer for Epic care (Cadence)

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