Medical Assistant Front Desk

PO Box ******, charlotte, NC *****

Phone 704-***-**** • E-mail ************@*****.***

Lisa A. Craig

https://www.linkedin.com/in/lisa-a-craig-791104b

Professional Profile

Highly organized analytical professional with superior goal setting, decision-making, and problem-solving skills. Solid reputation for having a positive impact on both internal and external support and overall productivity. Several years of service as an Epic Super user, subject matter expert, Proficient in Ambulatory, Technical Dress Rehearsal (TDR) Cadence, Prelude/Grand Central, ADT, ASAP, My Chart, Rover, Beacon & ClinDoc/Orders Epic applications. Certified Cerner Ambulatory Trainer, Dentrix Certified Facilitator, Cerner PowerChart, Revenue Cycle, Resolute, PACS, OR Scheduling, & Allscripts.

Professional Experience

Ettain-Experis Jan-2022 Boston, MA

TDR Analyst/Bridge Master

●Responsible for printer mapping for configurations of label printers, PC and laptops in Ambulatory and Inpatients before scheduled Go-Live for Epic access.

●Testing workstations scenarios, device integration from legacy systems to Epic for transition service before Go-Live crossover.

●Responsible for conducting morning meetings and disseminating daily information to TDR testers, Administration and Epic Analyst.

●Peripheral barcode scanners, document scanner, Webcams, dictation devices and other external testing

●Test TDR scripts for errors and make corrections.

●Content developer.

●Following TDR immediately started Go-Live,Supplemental Technical resolutions and Service-Now tickets.

Brooksource Sept. 2021-present Richmond, VA

Technical Dress Rehearsal (TDR) Team Lead

●Testing printer mapping for configurations of label printers, PC and laptops in Ambulatory and Inpatients before scheduled Go-Live for Epic access.

●Testing workstations scenarios, device integration from legacy systems to Epic for transition service before Go-Live crossover.

●Peripheral barcode scanners, document scanners, camera, dictation devices.

●Business Continuity Access (BCA) applications configuration for system preparations for EMR system install.

●Reported EMR issues to Epic command center.

●Worked closely with Project Manager and Epic Analyst to provide support as required for testing scripts

●Traveled to specific hospital and clinic sites to support mapping, hardware and Epic TDR application installation.

●Tested workstations and peripheral devices using Epic modules.

●Provided detailed information for failed workstations and devices if workstations failed completed troubleshooting and resolutions.

Ettain Group Experis Nov.2021

ATE Remote George Washington

Phoenix

●Provided go-live computer conversion support to Physician, Pharmacist, Nursing Clinical Support and other end users.

●Provide date support to physicians, nurses, & ancillary staff

●Assists with communication plans to announce changes to respective end-users

●Reports project status issues to project manager

●Reports EMR issues to Epic command center

Ellit Healthcare May 2021-July 2021 Charlotte, NC

Epic Classroom Trainer

Willow/Bones/Phoenix

●Experience in adult education/training in the healthcare industry preferred

●Knowledge of the current healthcare environment preferred

●End user training experience in Epic or other clinical/business operations information system preferred

●Experience in understanding business and/or clinical workflows related to the assigned application Bones module.

PTP/Nuance/DeliverHealth Feb. 2021-May 2021 Orlando, FL

Hospital Billing Resources Epic Prelude (Remote)

ATE Surgical Support, Optime, Cadence, Registration, EpicCare, Mychart & Referrals

●Specialty activations support providing basic to intermediate application functionality.

●Explained and guided Ambulatory team on how to streamline the process from Registration/Scheduling in Cadence.

●Monitoring providers on notating clinical details for deviations from anticipated hospital trajectory, references to goals of care, clinical standards of care. Assists with the implementation strategies and the impact those strategies will have on workflows and operations

●Collecting information regarding potential system enhancement needs.

●Participating in regular day-to-day communication with the customer.

●Troubleshooting problems or questions from users.

Ettain Group Mar.2021-July 2021 Bangor, ME

Chart Abstractions Cerner

●Responsible for extracting information from Meditech to Cerner

●Created In-Between encounters to bridge appointments and histories.

●Developed and implement solutions to facilitate completion of the project on time.

●Ensure vendors fully understand the respective roles/responsibilities of project staff.

●Weekly team meetings and huddles.

Alku/Holland Square Group Dec.2020-present US Military

Facilitator Specialist II Department of Defense MHS Genesis (Cerner)

●Certified Ambulatory Classroom and remote Trainer for supporting Providers, Nurses, and other professional with transitioning to Dynamic Documentation, customizing advanced auto-texting, primary care in ambulatory settings.

●Implemented workflows tools that are useful for dictation and documentation

●Certified Dentrix Classroom trainer for Front Desk, Dental Assistance, Hygienists, Managers Dental Students and Dentists.

●Provide strong working knowledge of all Dentrix applications.

●Maintained and updated all training and classroom materials needed for Dental professional.

●Classroom Instructor/facilitator on how to utilize Cerner for military service men/women.

Ettain Group Sept. 2020-Dec. 2020

Technical Dress Rehearsal Tester Solutions Health Nashua, NH

●Testing printer mapping for configurations of label printers, PC and laptops in Ambulatory and Inpatients before scheduled Go-Live for Epic access.

●Testing workstations scenarios, device integration from legacy systems to Epic for transition service before Go-Live crossover.

●Peripheral barcode scanners, document scanners, camera, dictation devices.

●Business Continuity Access (BCA) applications configuration for system preparations for EMR system install

●Go-Live support for Registration, Beaker, Cadence and Prelude.

Medasouurce Sept.-Oct. 2020

ATE Epic Consultant Newport News, VA

●EpicCare for Surgical Gynecological Oncology Specialty clinician’s Ambulatory office.

●Assisted MD’s, PA’s and RN’s with documenting visits, place orders, send prescriptions, perform in-office procedures, review results, and send communications to patients.

●Trained front desk with registration, scheduling and closing cashdrawers.

Excite Health August 2020

ATE Epic Support ICU/CCU Gastonia, NC

●Assisted Inpatient nursing staff with how to review and document tasks for Rover Avatar.

●Guided staff in ICU/CCU on functions that Rover helps with are chart review, medication administration, flowsheet documentation, and recording patient photos.

●Supported Phoenix inpatient transplant team in Apheresis center.

Novant-Go Health Urgent Care Dec. 2018-Nov. 2020

Regional Clinic Team Leader Charlotte, NC

●Work in conjunction with the software vendor to manage scope, time, and cost to meet delivery dates

●Acquire and coordinate necessary internal and vendor resources to meet project needs

●Manage communication among the team members, facilitate and lead Culture Orientation for the market, coordinating with market leaders.

●Ensure vendor fully understands the respective roles/responsibilities of project staff

●As required, involve leadership to support effective completion of the project and/or to resolve high-level issues.

●Developed a standard practice content testing for onboarding new employees using critical thinking methods which operate on the LEAN method.

●Knowledge of healthcare compliance policies, practices and systems which include general knowledge of multiple EMR systems, practice safety and daily management.

●Monitor and review vendor invoices and bring concerns to management as needed and deliver training new clinical team members.

●Performed clinical procedures such as EKG, POCT, Phlebotomy, injections and other duties as required by PA, NP or MD.

●Partner with Lead Field Educator and People Learning Team for learning projects across North Carolina region utilizing eCW, Athena and Epic.

●Collaborate with Regional Manager, Operations team and Market President to coordinate opening of new locations.

Medfirst Consulting May 2019-June 2019

ATE Cerner Support-Cape Fear Fayetteville, NC

●At-the-elbow (ATE) support to physicians, nurses, & ancillary staff.

●Assisted with communication plans to announce changes to respective end-users

●Reported EMR issues to Epic command center.

●Instructed health care professionals on how to utilize their workflow process

●Support Desk help with end users during and after Epic go-live events.

●Information dissemination via Basecamp for direct reports in nine separate locations.

Medfirst Consulting March 2019-April 2019

Clinical Team Lead Abstraction -McLeod Hospital Myrtle Beach, SC

●Lead and managed 10+ direct reports

●Acquire and coordinate necessary internal and vendor resources to meet project needs

●Managed communication among the team members, and vendor

●Developed and implement solutions to facilitate completion of the project on time.

●Ensure vendors fully understand the respective roles/responsibilities of project staff.

Medfirst Consulting Jan.-2019-March 2019

Remote Cerner Conversion Lead Northern Lights, ME

●Assisted with the development and maintenance of Cerner course curriculum along with all training materials for the respective Cerner application.

●Assisted in backloading events to ensure successful transferring of registration and scheduling data

●Conducted training for all new and existing staff utilizing Cerner in preparation for system activation.

●Instructed classes face to face and via Skype Business

●Lead training efforts stemming from software upgrades and updates. Coordinate closely with system analysts in order to develop proper training in consideration of all end users’ roles to ensure effective training in advance of software updates and new version releases.

●Provided elbow support for multiple Go-Lives

●Provided hands on support to system end users with learned application knowledge and document project issues.

●Obtained credentialing proficiency within each assigned Cerner application module

Staffing As A Mission-Nov. 2018-Nov.2018 Columbia, TN

Adoption Coach/Registration/Scheduling/Clinical Support

●Provides ATE support to physicians, nurses, & ancillary staff.

●Assists with communication plans to announce changes to respective end-users.

●Reports project status issues to project manager.

●Supporting documentation for GynOnc post-operative services.

Medfirst Consulting – Sept 2018-Oct. 2018 Bangor, ME

ATE Epic Remote Conversion Team Lead

●Provides go-live computer conversion support to physician & nurse staff, super users & end users.

●Provided remote chart migration services for over 10,000 patients before go-live services, ensuring correct patient billing, charting and medications

●Assists with communication plans to announce changes to respective end-users

●Reports project status issues to project manager

●Reports EMR issues to Epic command center

●Lead and managed 10+ direct reports

●Managed vendor relationships including negotiating and controlling contracts

●Tracked project deliverables

●Maintained open communication with clients as the crossover from ECW to Epic took place

●Monitored quality assurance measures

●Controlled project variances through root cause analysis and correction

●Implemented and manage project changes and interventions

●Management of cross-functional team to ensure project timelines

●Resolution of client issues in a timely and professional manner achieving 100% client satisfaction

PTP/Nuance- Mercy Health-Sept.2018- Oct.2018 Cincinnati, OH

ATE Epic ClinDoc/Willow AMB/Phoenix/Registration Team Lead

●Provided go-live computer conversion support to Physician, Pharmacist, nurse staff, & end users

●Provide date support to physicians, nurses, & ancillary staff

●Assists with communication plans to announce changes to respective end-users

●Reports project status issues to project manager

●Reports EMR issues to Epic command center

Medfirst Consulting-St. Joseph’s – August 2018 Patterson, NJ

ATE Epic Inpatient-Surgical Oncology/Critical Care

●Provides go-live computer conversion support to physician & nurse staff, super users & end users

●Provides ATE support to physicians, nurses, & ancillary staff

●Assists with communication plans to announce changes to respective end-users

●Reported project status issues to project manager

●Reported EMR issues to Epic command center

●Supporting applications: Inpatient/ClinDoc/Grand Central/ADT

MedFirst Consulting-Penn State Health June 2018- July 2018 Hershey, PA

ATE Cerner PowerChart Consultant

●Educated Physicians with entering new orders and labs, reviewing orders and results, and creating patient lists, PowerNotes, PowerOrders and PowerChart.

●Provided training on documentation, medication reconciliation, and message center

●Served as the liaison between end- users and the command center.

●Assisted Nurses with order details, canceling & modifying orders and updating order statuses, Admissions and discharges and adding patients to custom lists

Medfirst Consulting- Covenant St. Mary’s- March 2018-June 2018 Auburn, ME

ATE Epic-Conversion/Go-Live/Cadence

●Provided support with in-basket, check-in, rooming, medication administration support for Ambulatory Support.

●Cadence Support for Front desk staff with scheduling, registration, guarantor accounts, insurance verification, scanning documentation.

●Ambulatory, Patient Census report, Referrals, Cashdrawer balancing.

●Ensuring that data coming across an interface into the Epic application meets the business needs.

●Troubleshooting problems and questions from end users.

●Anticipate, identify, and resolve roadblocks such as vendor preparation, business process gaps, and missing requirements

Apex Systems-Novant Health- January 2018-March 2018 Manassas, VA

ATE- Epic-ClinDoc/Registration Team Lead

●Team Lead for Epic Ambulatory Support for Registration and Clinical Documentation.

●Update lab orders, specimen collections, documentation and assist with care Everywhere.

●Cardiology Specialty Community Connections.

●Assisted with instruction on How-To Scan documents step by step to staff members for conversion.

●Populated databases during the initial system build with assistance from Epic.

●Prioritized and implemented requested changes to the system.

●Application testing scenario development, execution, and remediation to ensure system functionality and integration with other applications/systems as appropriate.

●Performed in-depth analysis and documentation of current state/future state workflows, data collection, report details, and other technical requirements associated with Epic software.

Ettain Group-Carolinas Medical Center-August 2016-Dec.2018 Charlotte, NC

Epic Go-live Support/ATE/Help Desk/Command Center

●Elbow Support for inpatient training for Epic training for admission, charges, Patient class to outpatient procedures, Command Center Support, Go-Live Support.

●Support for MD, RN and other clinical team members with entering bed request/inpatient/outpatient observation (ClinDoc).

●Experienced ATE Cadence, Revenue Cycle & ADT.

●Instructed health care professionals on how to utilize their workflow process

●Support Desk help with end users during and after Epic go-live events.

●Service-Now and Shared Points.

●Instructing new users on IDX and Cerner. Performs patient registration in IDX system, troubleshoots My Chart issues, & handles My Chart application referrals/scheduling.

Southeastern Institute July 2015-July 2016 Charlotte, NC

Medical Assistant Instructor

●Classroom responsibilities, create a course outline and syllabus, present class lectures and educational demonstrations, prepare course benchmarks (such as quizzes and exams) and maintain student grades/attendance reports.

●Evaluated and supervised students in the on-the-job training experience.

●Be knowledgeable of and maintain target retention and attendance performance in the classroom.

●Maintain and submit accurate and timely reports for student attendance and grades

●Regularly attend and participate in faculty meetings and continuous improvement sessions as required.

●Maintain program and course outcomes at a level to ensure appropriate workplace skill levels for graduates.

●Remain current with trends, techniques, and advances in technology that are applicable to the program and actively participate in professional development.

Levine Cancer Institute at Carolinas HealthCare Systems Sept. 2011-June 2015 Charlotte, NC

Clinical Surgical Medical Assistant II

●Trained, Proctored and oriented new employees to Surgical Head & Neck and Thoracic Oncology

●Electronic Documentation, medication administration & Point of Care (per MD/PA/NP).

●Prepared and managed information for Tumor board reviews & President of Shared Governance.

●Update patient’s chart, identify patient, verify procedure, consents patients.

●Setup sterile tables with instruments, supplies, equipment and medication/solutions needed for procedures.

●Wound care/packing, Tracheostomy care; assist with in office surgical procedures, sterilization, FNA.

●Ambassador for FIT Testing, President of Shared governance (Initiating Policies & Procedures).

●Multiple EMR system support (IDX, Cerner Millennium, aka Canopy.)

Favorite & Nursefinders Staffing @Carolinas Medical Ctr.-Oct. 2008-Sept. 2016 Charlotte, NC

Clinical Medical Assistant/Phlebotomy

●Performed nursing procedures such as IV therapy, aid with procedures, and performing triage with patients by phone and in clinic.

●Testing for corporate companies that offer diagnostic tests for their employees for diabetes, weight, cholesterol, urinalysis, asthma, and allergies.

●Clinical and administrative functions, Pulmonary Function Testing, Mixed and administered medication, scheduling, EOB, patient education and triage.

●Supported multiple EMR systems such as Athena, Meditech, Cerner and Epic

● Drug screen collections for both DOT and Non-DOT drug screens, using proper chain of custody; ensures preparation for pick-up and shipment to appropriate laboratories.

●Converting paper charts to EMR systems for company compliance purposes.

●Rapid response team for injured personnel.

Mt. Zion Medical Clinic, Dec. 2009-Jan. 2011(facility closed) Charlotte, NC Certified Medical Assistant/Ryan White Clinical Coordinator/Patient Educator

●Managed a Federally Funded program for patients that had HIV/AIDS and other Communicable Disease by tracking Viral Loads, CD4, and Hepatitis Functions. Research Compliance officer for Mecklenburg County for patient tracking.

●Managed and counseled patients on the importance of medication maintenance, sexual activity & disease prevention.

●Trained new staff and students for clinical rotation, supported by Allscripts and Quest EMR systems.

●Observed and performed doctors’ protocols such as X-rays, PFT, Labs, EKG, Bone Density, Strep Testing

●Covered six Assisted Living, and Alzheimer’s Assisted Living Facilities.

●Assisted physician within Gynecology visits, New Patient Registration.

●Relayed correspondence for peer-to-peer reviews.

Other Clinical & Education Experience-Certified Nursing Assistant

1992-2004-Hunterwoods Health & Rehabilitation, Certified Nursing Assistant- Charlotte, NC

2004-2006-Sugar Creek Charter School-Secretary-Substitute Teacher-Charlotte, NC

2006-2008-Crossroads Charter High School-Business Office Manager-Substitute Teacher-Charlotte, NC

Education

●Diploma (2008) King's College

●Associates in Education (2005)-Central Piedmont Community College

●Associates in Education (2005)-Central Piedmont Community College

●Bachelors in Liberal Studies (2015)-Belmont Abbey College

●Jack Welch School of Business Executive MBA Healthcare Administration-Strayer University

honors & awards

●The International Honor Society of Leadership

●Dean’s List

●Student Counsel Advisory Board

●Certified Medical Assistant II AAMA

●CPR/BLS

Additional Skills & Competencies

Sorian

Epic

Allscripts

Adobe

SharePoint

E-Clinical Works

Cerner Millennium

Meditech

Athena

Cerner Ambulatory Certified

Kronos

CareAdmin

Avaya CRM

Dentrix Certified

CareCompass

ServiceNow

IDX

LaunchPoint/PACS

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