Support Analyst Data Entry
Resume:
JACQUELINE C DUNSON
****************@*****.***
Professional Summary/Resume
●Trained in EPIC Modules as a Software Application Analyst 2017, 2018
●5 years of experience with multiple EPIC EMR software applications
●Trained and participated in Medical Practice EMR Software implementations:
●Supported various end-users including: Providers, Residents, Nurses (NP, BSN, RN, LPN’s) Nursing assistants, Unit Clerks, Radiologist, Scheduler’s and Registration personnel
●Aided with EPIC EMR software in the following modules: Wisdom, Ambulatory, Cadence, Clindoc, Stork, Orders, Willow, PB Resolute (Professional Billing), & Beacon
●3 years of IT Help Desk Support Experience -RSA SecureID, Office 365, Azure AD, MFA, & Mobile Device Management. Code review & Software Development
●15+ years of Customer Service, Customer Service Lead and Customer Service Training Experience
●Accounts Reconciliations – Medical Office Billing
Professional Experience (IT/Go-Live Support)
Pacific Dental Services 01/2021- Present
Credentialed Trainer (EPIC Wisdom)/Field Development Specialist
●Provided one on one and group training sessions to Dentist, Specialist, and Medical Personnel for the EPIC Wisdom application.
●Planned and organized curriculum and training sessions for Go-Live preparation.
●Trained Dental Office Managers & Dentists/Specialist on how to utilize the Cadence application with Scheduling Template building instructions.
●Worked with an integrated build team to integrate multiple EPIC applications to work within one application. (Wisdom, Cadence, Prelude, PB Resolute, Orders, and Willow)
●Assisted with EHR design, build, testing, and advanced troubleshooting services.
●Spearheaded preventative measures to catch errors in EPIC by implementing an EPIC chart correction team.
●Performed system audits and testing using the EPIC TST and EPIC SUP environments
●Worked with the EPIC Identity team to create SRG’s for EPIC End users.
CTG (Computer Task Group) 10/2020- 11/2020
ATE Consultant (EPIC)
●ATE support for CHS hospital (Buffalo, NY location) outpatient provider & clinician support, supporting EPIC Ambulatory, Willow, PB Resolute & Cadence modules. Also provided inpatient provider & nurse support for ClinDoc, Orders, and OpTime.
●Worked with the EPIC Identity team to create SRG’s for EPIC End users.
●Resolved issues and troubleshoot with staff and end users through ServiceNow tickets.
●Closely reviewed and analyzed end user issues by activating listening skills, collecting data, asking probing questions and paying attention to detail.
●Performed issue analysis, analysis of workflows system setup, build and testing.
The HCI Group 01/2019- 10/2020
IT Support Analyst/Administrator (RSA SecureID, Azure MFA, Office 365)- (Tier 2 SME QA/QR Analyst)
●Utilized understanding of basic functional experience with Microsoft 365 services, RSA Secure ID, MDM(AirWatch) enrollment, Azure AD, MFA and general IT practices.
●Knowledge of the RSA SecurID Appliance, network configuration, remote management board configuration, factory reset process, admin password configuration and unlocking procedure.
●Multi-Factor Authentication (MFA) Integration - Managed user accounts and licenses in Microsoft 365
●Manage admin roles and security groups in Microsoft 365
●Plan and implement Active Directory password management and provisioning options.
●Plan, Create and Deploy security policies and procedures via Workspace ONE/AirWatch
The HCI Group 07/2018- 01/2019
EPIC Software Application Build Analyst/EPIC Trainee
(Mayo Clinic Jacksonville, FL)
●This includes Preparing for CompTIA A+, EDX courses, Cerner EMR, Epic EMR, Customer Support, Phone Support, CompTIA Network +, Communication Foundations, CompTIA Security +, Excel Essential Training (Office 365), Microsoft Office, Medical Terminology, and other related courses.
●Assisted by troubleshooting issues and request from end users utilizing Epic EHR software. (As a Support Analyst)
●Assisted with design, development, system configuration, implementation and support of assigned Epic applications.
●Responsible for planning, training and evaluation of application functionality.
●Provided appropriate system solutions in a timely manner to ensure a consistent workflow for end users via first call resolution.
●Assisted with building clinical workflows and software development with experience in utilizing EPIC applications such as PB Resolute (Professional Billing), Willow, Beacon, & Beaker. Ambulatory, Op-Time, ClinDoc, Orders, Stork & Cadence.
●Duties also included: Peer to Peer code review, plan, create, and deploy testing for software development and improvements. Modifying system applications based on clinic needs and prepare case reports on changes made/outcome.
The HCI Group 05/2018- 06/2018
ATE Consultant (EPIC) -Mayo Clinic
● Provided Nurse and Provider support for EPIC Beacon in an Inpatient setting.
●ATE support for The Mayo Clinic (Jacksonville, Florida location) Outpatient supporting Ambulatory, Cadence, and Willow. Inpatient supporting ClinDoc, Inpatient Provider, & Orders
The HCI Group 05/2018- 06/2018
ATE Consultant (EPIC) – Barnes Jewish Hospital
●Provided Nurse and Provider support for EPIC Beacon in an Inpatient setting.
The HCI Group 02/2018- 03/2018
ATE Consultant (EPIC)
(Mayo Clinic Rochester, MN)
●ATE support for The Mayo Clinic (Rochester, MN location) Inpatient supporting ClinDoc, Inpatient Provider, & Orders. Also provided Physician support for Ambulatory physician enterprise clinics on site.
The HCI Group 01/2018- 02/2018
ATE Consultant (EPIC)
LCMC (Louisiana Children’s Medical Center) Go Live ATE floor support for Epic. Assisted Ambulatory Providers, Inpatient Providers, Inpatient Nurses, and Case Managers. Also aided front desk/scheduling associates for EPIC Cadence.
The HCI Group 10/2017- 12/2017
IT Helpdesk Analyst SME (EPIC)
Tier 2 EPIC helpdesk analyst at the HCI group for Vanderbilt University Medical Center. Answered calls from the Hospital and clinic staff including anyone employed at Vanderbilt and assisted with processing service tickets in Pegasus to be sent to the correct Epic/ E-star group to have the issues resolved.
The HCI Group 04/2017- 05/2017
Corporate Representative (Tech Mahindra)
●Selected to be a corporate representative in Plano, TX for Tech Mahindra in securing future Healthcare IT projects.
The HCI Group 04/2017- 05/2017
EPIC Trainee (Go Program)
Greater St. Louis, MO
●Go Program: BJC (Barnes-Jewish Christian) trained for Ambulatory nurse and provider support, also received training for Clindoc inpatient nurse, inpatient provider, and Inpatient surgeon support. Received training for ancillaries including Physical Therapist/ Occupational Therapist/ Speech Language Pathologist/ Dietitian/ Patient Care Technician/ Nurse Managers/ Case Managers/ Social Workers/ Unit Secretary Clerks and Respiratory Care.
Broad-Path Healthcare Solutions 10/2015- 10/2017
Demo Analyst/Bi-Directional Review SME (Credentialing)
●Held position as a SME (Subject Matter Expert)/Team Lead and assisted with new hire training by leading and facilitating new hire training classes.
●Review provider demographic information via EMR/EHR software to ensure accuracy for record keeping.
●Closely reviewed facility rosters to monitor and update provider credentials.
●Processed provider contract information utilizing internal systems and software such as TITAN, DLI, NDB, & Maestro.
●Create excel spreadsheets and graphs which reflect provider status and contract information.
Align Networks 02/2013-10/2015
AR Research & Appeals Analyst/ Billing Specialist
●Contact Insurance companies for the status of outstanding bills, EOB’s and appeals for workers compensation claims.
●Review denial letters received by insurance companies.
●Work closely with adjusters regarding outstanding bills, payments, and claimant information.
●Submit appeals for denials and payment reductions.
●Process ICD-9 & ICD-10 CPT codes for Physical and Occupational Therapy medical bills.
●Process medical bills using EHR/EMR Software Such as EPIC & Cerner (Resolute) & Compass Software.
●Follow fee schedule guidelines and state specific rules and regulations for processing medical bills.
Aerotek 05/2011-12/2012
RAC Analyst (Clinical Appeals) / Document Review/Research Analyst
●Data entry for new and existing accounts which includes frequent usage of Microsoft Word, Excel, and company software.
●Input Medicare payment information into computer.
●Kept track of medical records and files via EMR/EHR software and physical filing and correspondence through email and fax.
●Make outbound calls to Facilities regarding Medicare appeal status.
●Kept track of appeal status, evaluated dollars at risk, prepared and signed off on appeals.
Education
Andrew Jackson High School- Diploma 05/2002
EMR/EHR Training (EPIC Non-Certified)
EPIC Wisdom (Credentialed Trainer)
Completed Courses For: EPIC, Azure MFA, Office 365, RSA Secure ID, ITIL and IT Service Desk Operations
HIPAA Compliance
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