Customer Service Medical Technician

Shaun G. Moore

** ***** **** ***, ** East Orange NJ 07018

201-***-**** / ************@*****.***

SUMMARY: Innovative, highly motivated and award-winning professional with a successful background in EMR Implementations. More than 20 years progressive experience in various areas of Healthcare and EMR. Well-versed in implementation, training, project planning and change management. Possesses the ability to strategically plan and navigate direction of a global organization through process mapping, benchmarking and training. Recognized for exceptional problem-solving and motivational skills as well as the ability to create and implement progressive developmental programs.

•Areas of experience include curriculum development, instructional design, training and development

•Excellent implementation, relationship management, analytical and communication skills

•Successful at interfacing effectively with employees at all levels to drive relationships corporately

•Extremely analytical and detail oriented with an absolute commitment to excellence

•Knowledge of appropriate use of training methods and techniques, adult learning theories and needs assessment

EMR Experience Summary

•Managed software implementation process by designing, delivering and maintaining customer training, development programs and policies

•Managed change management process

•Recognized as leader and a change agent for an interdisciplinary team, responsible for outcomes

•Assessed customer input to set and implement the education and testing strategies across the enterprise

•Led the development of all education resources, for a large variety of end-user audiences, including physicians and house staff, to the effective use and optimization of EMR vendor Inpatient and Ambulatory Systems

•GO-Live Support: Assigned Specialty Departments of OB Genetics, Labor and Delivery, OB/GYN Clinic, and GYN Oncology Clinic with Training and Direct Technical Support, assisting Physicians, Nurses, CRNA, CMA, and Clinic Coordinators with Workflows, Security Profiles, Documentation (i.e. Medication (Current/New), Allergies, and Problem list), Dictation Workflows, Order Entry, Modification to Treatment Plans, Customized end-users defaults, Inbasket, Ordering Medications, Identifying/Modifying workflow issues with Department Managers daily. Network configuration analysis (printers, and wireless network).

•Ensured the most efficient and effective development of multiple education and communication strategies and resources (e.g., classrooms, equipment, competency assessments, practice exercises, quick reference guides, newsletters, blended/hybrid and technology-based learning) beyond the classroom

•Assisted with Centricity CPS and with any related billing issues

•Worked closely with multiple stakeholders across the organization to prepare employees for EMR vendor upgrades and revisions

• Possesses a thorough knowledge of computer hardware and software applications.

•Provided technical assistance to customers on inbound telephone tech support calls.

•Used remote access to perform troubleshooting when needed.

•Walked customers through step-by-step process for troubleshooting hardware issues.

•Good analytical and troubleshooting abilities

•Used good problem-solving skills for troubleshooting problems.

•Good understanding of installations and updates

EDUCATION: Health Administration, Louisiana State University, Shreveport, LA (1986 - 1990) - Completed one-year certification course as a Certified Medical Technician, Blake Technical Institute, New York, NY (1991 - 1992)

CERTIFICATION: Certified Medical Technician (1991 - 1992)

Completed 5-week Cerner certification course at Cerner headquarters

Certified Cerner Trainer 2021

EXPERIENCE:

June 2021 – Sept 2021 Athenahealth, Inc.

Training & Implementation Consultant

Conducting remote training sessions with customers using Microsoft Teams and Webex

Providing first and primary point of contact support to Physicians and Clinical staff on documenting medications using Athena Practice/Athena flow

Ensured Clinical staff utilized proper documentation on Medication

Successfully Identified and reported incidents involving workflow and functionality

Provided support during go-live to practices throughout the United States

Assisted with the implementation of the EPCS using Dr. First as the 3rd party Vendor

Provided technical assistance to customers on inbound telephone tech support calls.

Used remote access to perform troubleshooting when needed.

Walked customers through step-by-step process for troubleshooting hardware issues.

Performed upgrades and installed updates

Used good problem-solving skills for troubleshooting problems.

Used great customer service skills.

Sep 2020 – June 2021 Stamford Health, Stamford, CT

EMR Trainer & Implementation Specialist

Provided training and support to all new employees at Stamford Health employees using eClinical Works EMR

Trained staff on new appointment scheduling software for imaging studies and Lab Test

Provided in person and telephone support during go-live at specialty practices

Conducted weekly training for clinical and administrative staff for large Covid Vaccine clinics

April 2019 – Mar 2020 Active Day, Trevose, PA

Senior EHR/CADCare Trainer

Clinical informatics instructional design/trainer for the nation's largest medical adult day care.

Partnered with senior informatics trainer, and the analyst team, to identify learning objectives, gather requirements, define outcomes, and establish evaluation measures and success metrics.

Created content that enhances the retention, transfer, and application of knowledge, skills, and attitudes specific to roles, performance, culture, and outcomes for clinical and operations staff.

Tested/validated e-Learning and other digital content to ensure an optimal end user experience (Camtasia).

Produced learning design deliverables such as scripts, storyboards, & interactive learning exercises.

Facilitated remote/web-based learning sessions for directors and nurses. Also facilitated business process mapping of clinical/non-clinical workflows.

June 2018 – Dec 2018 New York Department of Health BVS, New York, NY

Trainer, eVital Software

Provided Training and support to all NYC constituents on the eVital Software

Trained Healthcare providers and Funeral Home Directors on using new software

Completed Enrollment training and use of the new Facial recognition App for signing birth and death certificates

Provided in person and telephone support during go-live

Troubleshoot any software issues, created tickets and completed escalation when necessary

Designed and created training manuals and material for all courses

Created PowerPoint presentations to be used by all trainers

Created virtual training videos using Adobe Captivate

Aug 2015 – June 2018 Sigma Care Inc., New York, NY

EMR Implementation Trainer, SigmaCare Co

Provided SigmaCare EHR training and support to Long Term Care and Assistance Living Facilities

Providing first and primary point of contact support to Physicians and Clinical staff on Ordering and Documentation workflow

Created training workbooks and manuals for all levels of staff

Used Learning Management Systems to prepare staff for training and Go-live

Ensured Clinical staff utilized proper documentation on Medication and Treatment follow ups

Successfully Identified and reported incidents involving workflow and functionality to SigmaCare Analyst giving clear descriptions and information needed to properly resolve issue

Provided support during go-live at numerous Long-term care facilities throughout the United States

Assisted with the implementation of the EPCS in all NY facilities using Dr. First as the 3rd party Vendor

Jan 2014 – Aug 2015 Montefiore IT/Montefiore Hospital, New York, NY

Clinical Analyst, CEMR Team/CMO Credentialing Team

•Provided clinical and administrative Go-Live training and support on GE Centricity 9.8 EMR system for multispecialty locations at Montefiore Hospital

Created workflow, Developed and customized all training material for 9.8 upgrade

•Provided support to all levels of staff to ensure facility and Providers met all Meaningful Use requirements

•Trained providers to successfully attest for Meaningful Use Stage 1& 2

•Provided training and support for patient portal

Provided clinical and administrative Go-Live training and support GE Centricity EMR 9.8

Implemented Provider Base billing at all GYN practices.

Site Lead for Centricity EMR 9.8 upgrade. Managed all issues: Upgraded software, made changes to Citrix application

Trained new providers on Dragon clinically speaking software. Setup shortcuts if necessary. Ran reports and took corrective measure to ensure compliance

Assisted with Citrix thin client rollout.

Trained, setup and troubleshoot all Scan Sharp software issues

•Played major role in new Clinic acquisition software and hardware deployment. Set up and troubleshoot all applications needed for staff. Setup all printers RX, Local and Network. Tested all software. Setup and tested all Welsh Allyn equipment

•Worked with Credentialing Team to begin the EPCS/DrFirst rollout to all inpatient sites

•Prepared training material for EPCS go-live date

•Ran reports from Echo system and made note of any discrepancies

•Worked with Programmers to migrate data using SQL

2012 – Sept 2013 Health Texas Provider Network/Baylor Healthcare, Dallas, TX

EMR Trainer and Workflow Analyst

•Provided training and support to users GE Centricity version 9.5 in multispecialty practices including OBS/GYN, Cardiology, Orthopedics and General Surgery

•Documented logs, issue resolution and analyzed and documented EMR system requirements

•Completed implementation of project goals.

•Developed reports and updated training manual using an access database

•Proficient with dragon clinically speaking software; able to create commands and documentation shortcuts for providers

•Helped physicians customize templates for create professional visit notes, capture ICD and CPT codes, and link necessary patient education documents

2011 - 2012 Emerging Health IT/Montefiore Hospital, New York, NY

Clinical Analyst, CEMR Team

•Provided clinical and administrative Go-Live training and support on the GE Centricity EMR system for 82 multispecialty locations at Montefiore Hospital including Cardiology, Internal Medicine, Pediatric specialties

•Used Visio software to create workflow for staff

•Provided support to all levels of staff to ensure facility met all Meaningful Use requirements

•Provide support on Provider Base Billing in Centricity 9.8 and resolved and Practice management issues (CPS)

2009 – 2011 Preferred Health Partners, New York, NY

Center Administrator, Lindenwood Center

•Provided clinical and administrative Go-Live training and support on the Nextgen EMR version 5.6 for 12 multispecialty locations.

•Provided training and Go-Live support for Physician templates and medication tracking skills.

•Worked directly with Content developer to design specialty templates.

•Completed workflows and training material prior to site implementation

•Assisted clinics with using software to meet meaningful use requirements

•Evaluated and recommended methods of improving operational efficiency and cost effectiveness.

•Collaborated in the hiring, training and development of clinical, support and administrative staff

•Conducted and provided performance improvement and streamlining training activities for staff and physicians.

•Assisted with putting policies and procedures in place that allowed facility to obtain NCQA accreditation

2004 - 2008 NYU Health Center, New York, NY

Coordinator, Administrative Support Service

•Hire, schedule, supervise, evaluate and train 17 Clinical Aides

•Evaluate staff members to determine training needs; created and conducted in-services on Health related issues

•JCAHO Medical Records Preparation Committee, reviewing electronic documentation system for HIPAA compliance

•Designated as a Super-user for the Point-n-Click EMR system

•Worked with departments such as Pharmacy, Nursing, Medical Records and Central Sterile to identify, analyze and prioritize needs and requirements.

1990 - Present ACLS/CPR Instructor – American Heart Association

•Provide EMT, First Aid, AED, and ACLS/CPR Instructor certification

2000 - 2003 Lenox Hill Hospital-Community Medical Group, New York, NY

Assistant Administrator

•Managed 365 day/7am to 11 pm clinical and administrative operations for a primary, specialty, and urgent care center with up to 60 MDs and 28, 000 pediatric and adult primary care member patients as well as additional specialty patients

•Contacted community groups and employers to perform marketing of services for primary care, urgent care/occupational health, and screening services

•Served as OSHA Coordinator, completed OSHA training and subsequently trained and certified staff members in mandated competencies and other topics, including disaster preparedness and routine safety protocols (blood borne pathogen, universal precaution, HAZMAT disposal)

•Led Policy and Procedures Committee, reviewing/updated policies as regulations changed and new trends arose; subsequently in serviced staff on new protocols

•Wrote/updated job descriptions and negotiated labor rates and contract terms with 1199 union representatives/attorneys; documented grievances and participated in arbitration hearings, including implementing terminations

1991 - 2000 New York Medical Group, New York, NY

Assistant Administrator (1999 - 2000)

•Managed clinical and administrative operations in the medical-group above prior to acquisition by Lenox Hill Hospital

•Performed marketing to prospective HMO clients as well as self-indemnifying employers; created proposals and contract terms, and administered annual contracts, including overseeing compliance and reporting functions

Customer Service/QA Manager (1992 - 1999)

•Hired, scheduled, supervised, and evaluated/trained 20 professional and ancillary/clerical staff members serving adult and pediatric patients with acute and chronic medical and surgical conditions

•Used phone and direct meetings to assess customer complaints with services, billing, preauthorization, and other indicators to ensure HMO and HEDIS/NCQA compliance (quality compliance); prepared records and interacted with inspectors during successful surveys; corrected problems and led process improvement committees (implementing new computer system to refine appointment system, insurance preauthorization/ tracking, receipts/ARs, database of patients)

•Investigated and documented incidents for risk management; interacted with attorneys and provided testimony

•Performed community outreach through screening/health education events

Certified Medical Technician (1991 - 1992)

•Served as Med Tech in a multispecialty practice, assisting with ophthalmology, urology (cystoscopy, circumcision, minor surgeries, tests), cardiology (stress tests), pulmonology (spirometry), orthopedics (casting, removal, suture removal), vascular (Doppler, wound care), dermatology (minor surgeries/examinations) procedures

•Promoted to Customer Service/QA Manager

1990 - 1991 Metropolitan Hospital, New York, NY

Medical Technician –

•Served as Med Tech in Holding Area and Recovery, prepped patients prior to surgeries and transported after recovery; performed phlebotomy, EKGs, BPs

1995 - Present Asthma and Smoke Cessation Educator\

Self-Employment Contractor

•Provide Asthma teaching for up to six students ages 5-12 as well as adolescent and adult groups; facilitate smoke cessation process for adults

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