Gabrielle Nickens-Garner

Lanham, MD ***** 301-***-**** aduimk@r.postjobfree.com

Business Professional

Training Consultant – Management - Business Development

Instructional Technology

Patient Advocacy/Adult Learning

System Design

Educational Program/Training Module/ Curriculum Development

Strategic/Success Planning

Needs Assessment/Analysis

Change/Risk/Conflict Management

Project Development & Implementation

Public Relations/Customer Service

Cross-Team Collaboration

Versatile, dedicated, intuitive, and detail oriented with solid experience creating an educational environment which fosters innovation, responsiveness, and accountability upholding a culture of integrity and professional ethics.

Judicious in providing a positive impact to ensure success in pursuit of organization’s mission, strategic plan, initiatives, and goals maintaining balance between customer, company, and employee in order to succeed.

Quickly adapt to change and new challenges, possessing in-depth ability to thrive in demanding and technical environments utilizing communication skills with a commitment to deliver quality results while sustaining superior performance.

Design, develop, and implement successful learning experiences, training, and transition of clients and private and government organizations to business and electronic health care technology and procurement software technology, including installation process of software and hardware.

Successfully leverage educational and training theories and methodologies and ensure proficiency, direction, and continuity in management and implementation of best practices consistent with overall organizational standards.

EDUCATION AND CREDENTIALS

Master of Science, Administration, Organizational Development, Trinity University, Washington, DC

Bachelor of Science, eCommerce Business,University of Phoenix, (satellite Columbia, MD)

MS Office Expert User Certificate Credentialed EPIC Trainer and Care Ambulatory

Technical and Computer Skills:

Oracle 11i E-business Suite (I procurement) and Prism

Clinical Health Care System –EPIC Systems EPIC Practice Management Suite [Prelude, Resolute, and Cadence (non-scheduling & scheduling)] EMR Ambulatory KP HealthConnect J-Point POS Certigy-ImageCast

Computerized Physician Order Entry, TraumaCad, GE Centricity PACS TraumaCad Hummingbird Remedy JPoint

Instructional Design Captivate Camtasia Microsoft Office Suite GroupWise, Outlook, Lotus Notes Web Conferencing Tools Creating and Delivering Effective Presentations Microsoft Office Suite Email Applications – GroupWise, Outlook, Lotus Notes

Industry Expertise: HealthCare Information Technology Government Marketing Banking

PROFESSIONAL EXPERIENCE

SELF EMPLOYED 2014 - Present

Technical Trainer/Patient Advocate Liaison (Servicing individual clients)

Achieve goals focused on strategy, technology, operations, and managed services to increase client’s productivity establishing a reputation as a forward thinking Advocate Liaison, Trainer with demonstrated success in implementing solutions that lead to meaningful results.

Developing and maintaining medical binder for client to track medicine, appointments, physician and hospital information, medical and insurance documentation.

Investigating and assisting client with resolution of any specific compliments, complaints or concerns.

Display excellent intuitive judgment with proven competence working in a team effort sharing best practices for successful outcomes sharing responsibility and accountability; develop evaluations, documentation, and competency tests; conduct ongoing individual needs assessments and appropriate follow-up for continued improvement.

Manage training development and delivery lifecycle from analysis, planning, assessing, designing, developing, and implementing programs for senior end-users understanding, and knowledge of computer technology with a 90% success rate.

Achieved 100% graduation rate for seniors learning Microsoft Office suite with particular concentration on Word, PowerPoint, and Excel.

Establish success criteria: navigation of physician, clinic, and hospital websites; tracking medicine, appointments, medical and insurance documentation and physician and hospital information; resolution of concerns. Which includes:

Assisting and training clients on navigating physician, clinic and hospital websites.

Providing patient clients with information regarding appointments, hospital stays and insurance.

Assisting client with collecting and reviewing information regarding Medicare and Medicaid eligibility.

Randomly surveying clients to document if services provided by me as well as physician, clinic and or hospital staff are timely and professional.

Monitoring interactions of clinic, physician office or hospital personnel ensuring staff sensitivity to clients’ needs.

Acting as a communications liaison between medical staff and client while patient is attending appointments, receiving treatments or undergoing procedures.

Collaborating with members of the healthcare team on behalf of client to obtain optimal outcomes for client.

UNIVERSITY OF MARYLAND MEDICAL SYSTEMS,Baltimore, MD 2011 - 2014

Senior Technical Trainer

As trainer, subject matter expert and curriculum designer for the Epic ambulatory application established a positive learning environment that was creative, spontaneous, and interesting to meet challenges to ensure overall training objectives. Maintained high standards while demonstrating flexibility, dependability and organizational skills. Trained the Epic ambulatory application for all end-users (doctors, nurses, nursing assistants, social workers). Dialoged with leadership for scheduling,functionality, change management, and workflowactivities. Created a multidisciplinary team of trainers focusing on strategic training and workflow planning to work in centers as leads and support.

Formulated teaching content and instructional methods utilizing knowledge, specified training methods including group instruction, and development of teaching aids including training handbooks, multimedia visual aids, and computer tutorials.

Provided Training and “Go Live” floor support for all Epic Products and hospital roles; maintained policies/procedures documentation; managed applications systems analysis and created instructor-led training events within the Health Stream Learning Management System.

Developed and upgraded traditional end-user training materials, lesson plans and outlines, and e-learning programs for doctors, nurses, and various clinical staff resulting in a 98% testing success rate with 100% project completion documentation.

DBP VENTURES, LLC, Washington, DC 2010 - 2011

Business Development and Training Consultant

Focused on maintaining proficiency to ensure continuity and effective strategies assessing business needs and developing reports and assessments, breakeven analysis, and profitability statements to determine potential target markets.

Developed training curriculum for Inner City Youth program including development of manuals, teaching aids, and presentations.

Achieved 100% completion of training materials, profitability statements, assessments, and reports exceeding stated deadlines: provided Instructor Led Training (ILT) on Microsoft Office Suite Word, PowerPoint, and Excel and individual and team support via training lab; developed business logos, plans, capability statements, and website content.

TECHNISOURCE/KAISER PERMANENTE MID-ATLANTIC, Rockville, MD 2002 – 2006 & 2009

Software Trainer, Radiology/Picture Archiving and Communication System (PACS) and TraumaCad applications, 2009

Implementation and Project Manager, D3 Practice Management/Epic Suite Implementation, 2003

Software Trainer/Implementation and Project Lead/Manager, Cash Handling Infrastructure/ PACE2002

Projects: D3 Practice Management/Epic Suite Implementation Cash Handling Infrastructure PACE (Provider Access Care Enhancement)

Successfully applied an integration of theory, experience and management prioritizing multiple projects while maintaining accuracy and quality in demanding and fast-paced environment achieving optimal levels of performance. Developed and implemented training strategy for project liaisons to increase knowledge of system changes and support structure and enhance workplace performance at all levels of staffing. Project Lead, Site lead Epic Implementation Supervisor/Team Leader. Participated fully in implementation revenue cycle and transitions for both pre/post support activities. Dialoged with leadership for scheduling, functionality, change management, and workflow activities. Assessed clients training and support needs to develop proficiency with typing, dictation, MS Word, Advanced templates, and client systems and software.

Ensured direction and successful results: classroom instructor of training on PACS, EPIC, and PACE applications; orientation, clinical implementation, and project manager.

Guided efficient strategies performing needs analysis assessment for each facility including end-user training needs and clinical workflows while providing feedback to project team; coordinated implementation of new proprietary software and applications; analyzed staffs ability to use software and resolved existing problems and application issues.

Continually improved processes as organizational change agent developing and implementing new policies and procedures between multiple development teams to achieve business goals and objectives, ensured compliance with best practices, and resolved management and staff-related issues.

Identified and effectively adapted to various learning styles in line with aggressive performance metrics; coordinated and integrated communication plans and materials.

Supported physicians on Epic and Trauma Cad applications including admissions, discharges, electronic medical records, and pre-operative templating.

Provided direction, motivation, and leadership, successfully training more than 1K employees on Epic software accomplishing 98% success rate.

Knowledge of Meaningful Use and other best practices in management of health information systems

United States Agency for International Development (USAID), DPW & Associates, LLC Washington, Training and Development/ Software Applications Trainer/Consultant 2008-2009

Successfully supported and managed USAID in a worldwide training and transitioning of users from their legacy systems NMS (New Management System) to a customized PRISM (GLAAS- Global Acquisition and Assistance System) web-based application pertaining to their procurement process which included Buyer- Assistance and Acquisitions, Financial, and Records keeping systems.

Developed and conducted multi-level Instructor Led training on Prism software to employees and end-users with varying levels of knowledge, skills, and abilities (Contract specialist, Requsitioners, Contract Approving Officers, Supervisors and staff).

Created data needed for training and scheduled system refresh and baseline activities.

Developed end-user documentation to include modules, power point presentations, user guides, job aide and learning tools.

Updated materials and created source guides, and quick reference guides for new releases.

Coordinated with Data Security to ensure end users appropriate access and request completion.

Capitalized on my ability for critical thinking to identify and resolve problems, and communicate effectively with a wide variety of end users with varying levels of skill.

Successfully leveraged strong communication and negotiation skills to co-ordinate meetings, trouble shoot hardware and software issues, and deployment activities

Previous Experience

Organizational Management/Training, Greater DC Cares

Training and Development, Applications Trainer I-procurement (PRISM, Oracle),National Institute of Health (NH), The Moore Group

Assistant Product Manager, Training Manager, Assistant Trainer, Encore Marketing International, Inc.

Unit/Quality Manager, Citibank

My salary range is negotiable based upon the job responsibilities and the total compensation package.

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