Support Analyst Call Center
Resume:
Gwendolyn Edwards-Garcia
Email: **************@*****.***
Professional Clinical Applications Analyst, Trainer and Implementation Specialist with over 15 years hands-on experience in health care, 7+ years with a focus on Epic, Allscripts, and Cerner Millennium. Proficient in Lytec, e-Clinical Works and Meditech specializing in Health Care Information Technology. Skillful with in-depth knowledge of clinical workflows delivering distinction in EMR/EHR services.
CORE QUALIFICATIONS
Proficient in EHR and EMR application configurations; Willow & Beacon
Exceptional knowledge level in several Epic Applications and Modules
Skillful in Cerner Millennium software; Ambulatory, Lab and Behavioral Health
Working knowledge in All-Scripts, e-Clinical Works and Meditech
Recommends the most efficient, cost-effective solution towards systems design and optimization
Solid understanding of software development lifecycles
Logistics Training Coordinator for 5 sites simultaneously
Extensive knowledge of IT procedures and available technology solutions
Ability to meet strict deadlines with notable organizational skills
Collaborative team approach and outstanding communication skills
Strong ability of project management and coordination with external or internal clients
Ability to analyze existing systems and recommend optimization of the systems and workflow
Collaborates with system development, operations and technical support throughout projects
Often act as a project lead, team and Training lead.
Ability to effectively engage in knowledge transfer with new Trainer hires
Provides Go-live support and training for users on new applications, modules and functionality
Provide regular feedback to end users on their classroom performance, Principal Trainers and Project Managers on status updates
SKILLS
Epic Applications:
Epic Credentialed Trainer: Inpatient & Outpatient Willow, Willow/Beacon, Beacon
Epic ATE Support; Willow, Beacon, Willow/Beacon, Beaker & Clin Doc
Cerner Applications:
Acute, Ambulatory Power Chart, Laboratory, Favorites, Preference settings, Preference cards, Revenue Cycle, IView, Oncology, Mpages, Tracking Board, Order Catalog, SA Doc, Autotext
Certified by DOD
Allscripts:
All-Script Touch works/ Sunrise, Acute/Inpatient, Enterprise Scheduling
Technical:
Microsoft Office, Project, Microsoft Teams, Salesforce, WebEx, Zoom, Skype, Help Desk Support, troubleshooting, hardware and software installation, HIPPA compliance, Meaningful Use, Remedy, Regulatory Applications, CMS Applications, Cornerstone LMS, SharePoint, HealthStream
PROFESSIONAL RESPONSIBILITIES
Lead End User trainings (one-on-one & classroom) for the specific Applications using the training curriculum. Managing classroom attendance, enrolled providers and facilitated end user proficiency assessments in Cornerstone e-Learning Management System.
Epic Trainer in multiple Epic applications designs, development, testing, implementation, and support of training programs.
Adobe Captivate, Articulate, Microsoft Office, Canvas, Storybook, Cornerstone E-Learning.
Testing training environment for bugs and changes, making sure all test patients are prepared in the training build before the production and development of e- learning Modules.
Maintain training records in Cornerstone Learning Management System
Conduct classroom training for Front Desk, Pharmacy, Technicians, Directors, Managers, Providers and Supervisors as well as Buyers, Nutritionists, Case Managers, Therapists, Super Users and other clinical/non-clinical staffs.
Assisted with instructional design of updating training materials and work-flow specific tip sheets.
Created effective training course objectives, course content, and materials in conjunction with Principal Trainers on Exercise Books, Quick guides, SIM Lab Scenarios, and Classroom Exercise Booklets.
Assisted the Optimization team in providing an efficiency score, from the PEP, testing how long physicians are in Epic, where they spend most of their times and what tools the providers utilize.
Test lesson plans & training environment builds. Proficiency with Microsoft Office Suite; Word, Excel, PowerPoint and Share point.
Assessed training classroom logistics for learning readiness by checking computer stations, manuals etc.
Support builders with functionality testing using test environment.
Follow up on any outstanding parking lot questions that arise. Collect valuable feedback & report this information to appropriate epic project staff, Certified IDs.
Support end users with at-the-elbow go-live support, administer post-live refreshers & skills enhancement training.
Knowledge of adult learning & principles; demonstrate experience in applying knowledge delivering classroom training.
Outstanding communication skills including ability to assist other team members with their technical issues. Demonstrates advanced troubleshooting skills.
TECHNICAL COMPETENCIES
Credentialed Classroom Trainer
Technical Dress Rehearsal (TDR)
Virtual Trainer for classes >15
LMS and Instructional Design
Application Support Analyst
Documentation and Communication
Vocera Support
Call Center Support
Willow Credentialed v.2020
Epic WOW
Issue reporting and resolution
Workflow analysis and training
Project Management
Microsoft Teams
HealthStream
Cornerstone
EDUCATION
B.S Microbiology/Nutrition
Rutgers University/Douglass College
Masters Information Technology
University of Maryland
LOCATIONS
Epic Willow Credentialed Trainer, Team Lead
Trinity Health Systems, New England
October 2022 – February 2023
Epic Willow and Beacon Credentialed Trainer
Baptist Hospital Health System, Jacksonville, Fl
April 2022 – September 2022
Epic Ambulatory, Non-ONC Infusion Therapy ATE
Advent Health Systems, Orlando Florida
February 2022 - March 2022
MHS Genesis Cerner; Ambulatory, Laboratory, Acute Certified Trainer
Military Installations
August 2020 – March 2022
Epic Ambulatory, Beaker and Willow ATE
RUSH Hospital Health System
April 2021 - May 2021
Cerner Millennium, Power Chart, Ambulatory & Laboratory, Lead
UPMC Medical Center Williamsport PA
September 2020
Epic Trainer Ambulatory, Willow/Beacon & ATE
Pottstown Medical Center, Allentown, PA
June 2020- July 2020
Cerner Millennium, Power Chart, Laboratory and Ambulatory
McLeod Regional Medical Center Florence SC
February 2020 – April 2020
Epic Trainer Willow, Willow/Beacon & ATE Support
Ochsner Health Systems, Monroe, LA
October 2019– December 2019
Epic Credentialed Trainer (Willow) and ATE support
NYHHC Medical System, NY, NY
April 2019 - July 2019
Epic Credentialed Trainer: (Willow, Willow/Beacon) & ATE Support
NYCHHC- NY, NY
January 2019 - April 2019
Cerner Millennium, Power Chart, Ambulatory & Reg/Sched
Centra Health, Lynchburg VA
August 2018 – December 2018
Epic Credentialed Trainer: Willow and Beacon
NY Presbyterian Hospital, NY, NY
April 2018 – August 2018
Epic Credentialed Trainer Willow & ATE Support
BJC Health Systems, St. Louis, MO
January 2018 – April 2018
Epic Trainer, Willow/Beacon & ATE Support
Mayo Clinic, Rochester MN
November 2017 - December 2017
Senior Training Specialist
Center for Medicare and Medicare, Linthicum, MD
May 2017 – November 2017
Epic Credentialed Trainer: Willow and Beacon
Greater Baltimore Medical Center, Towson, MD
June 2016 – October 2016
Epic Willow, Beacon/Willow Credentialed Trainer
NYC/HHC Queens Health Network, Elmhurst, NYC
November 2015– May 2016
Epic Credentialed Trainer: Willow and Ambulatory
University of Maryland, Baltimore, MD
August 2015 – October 2015
Independent Consultant, EHR Implementation Specialist
Randstad Agencies, Baltimore, MD
May 2013 – July 2015
Pharmaceuticals, Project Manager
Merck & Co, Inc, West Point, PA
July 1999 – March 2013
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