Support Analyst Project Manager

Katrina Nelson

Software Implementation and Training Specialist

Birmingham, AL

Professional Skills

eClinicalWorks Subject Matter Expert (SME) Configuration/Testing- Build and Training Certified

At Middlesex Health, she provided legacy support of eCW Database Version 11 (exe version) including configuration and testing (New Providers, Schedules, Misc. configuration)

Enterprise Directory and eCW/Client Hosted database configuration.

Configuration/testing and build of eCW PM/EMR application including but not limited to SOAP/Progress Note configuration, Physician specific Template building, Scheduling, Security, and basic functionality of the Application for all specialties.

Commercial Driver License CDL Class A Certified 2/2023

Professional Experience

NaphCare Inc. 12/21 - 12/22

Training Director (Contract)

Maintain progress reports for annual projects.

Organize and prioritize large volumes of information.

Work independently and with a team on special nonrecurring and ongoing projects.

Develop, revise, and distribute administrative training materials across all sites.

Develop, revise, and facilitate administrative training to AA, DON, AHSA and HSA staff across all sites to include eTIME, Taleo, New Hire Process, Authorization Forms and UM.

Conduct post training follow-up to ensure training comprehension and implementation of newly acquired competencies.

Review submitted paperwork from sites to determine skills gaps and additional training needs, and schedule training refreshers when necessary.

Maintain accurate logs of conducted training sessions and attendees.

Effectively communicate changes in administrative policy and procedure, when assigned, to appropriate staff across all sites. Serve as administrative support and point-of-contact to sites.

Formalize and manage Training and documentation processes for electronic health record transitions.

Testing based on Client specific customization requirements.

Pediatric Associates 06/21 - 12/21

Software Analyst eCW SME/ Go Live Specialist

Go Live Support

Optimization Specialist

P2P Registration of Providers.

Configuration of eCW for newly acquired practices.

User Guides and Training Documentation

Middlesex Health 11/18 - 04/2020

eClinicalWorks Application/Lead System Data Analyst

Configuration and Testing (New Providers, Schedules, Misc. configuration) Legacy support of eCW Database Version 11 (exe version)

System building for all specialties, Power chart/Cerner, smart sheets, eXemplo, Cherwell Service Management

Created User Guides and Training Documentation

Training of Providers and staff for Primary Care, Family Practice, Surgical Alliance, Behavioral Health and Multi-specialty Facilities.

Legacy support with use of Cherwell, Bomgar, Go to meeting, and Google.

Recommend Optimization and workflow changes (PM/ EMR configuration)

Testing of interfaces migrating to new system (EPIC)

SME Troubleshoot/Support Application

Epic Validation from eCW application Validation

VCO Customization and Validation for transferred records from legacy system

Sanitas Medical Center, Miami, FL 07/18 - 09/18

eClinicalWorks SME /Business Optimization Analyst

Analyze reliability of Configuration and Build of eClinicalWorks Practice Management and EMR/SOAP Note (Enterprise Directory).

Optimization suggestions and Clean-up of existing eClinicalWorks system. (Scheduling, Lab Compendium, Revenue Cycle etc.)

Reviewed and created instructional guides for upgrades and individualized workflows throughout the clinic.

Liaison between the Executives and staff.

SME for Revenue Cycle/Central Billing office to resolve electronic billing configuration issues.

Review impact of changes to existing software prior to upgrade

Troubleshoot/Support Application

South-eastern Health, Lumberton, NC 12/16 - 05/18

eClinicalWorks Application Analyst II

Configuration and Testing (New Providers, Schedules, Misc. configuration) Legacy support of eCW Database Version 10

Template building for all specialties: including Mental, Behavioral and Social Health, Cardiology, OB/Gyn, Ortho etc.

Recommend Optimization and workflow changes (PM/ EMR configuration)

Testing of interfaces migrating to new system (EPIC)

SME Troubleshoot/Support Application (48 Clinics+)

Ampersand-Health (CityLife Community & Behavioral Health) 08/16 - 11/16

eClinicalWorks SME, Trainer and Support

Reconfiguration of eCW Database Version 10

Configuration of Mental Health and Behavioral Health templates (Questionnaires, Surveys, Letters and Forms)

Specialized in Medicare and Medicaid managed care/Revenue Cycle configuration and set up.

Recommend Optimization and workflow changes (PM/RCM and EMR configuration)

Tested impact of changes to existing software on business areas

Testing of system upgrades and changers prior to implementing to the entire health system.

Troubleshoot/Support Application (3 Clinics)

Women’s Regional Health 05/2016

eClinicalWorks Go-Live, Super User Trainer and Support Analyst

Training of Physicians and Nursing staff

Created training guides to fit specifics needs of the facility.

Recommend Configuration and Workarounds of PM/EMR Application

Troubleshoot/Support Application

The Surgical Clinic, PLLC 10/2014 - 11/2015

Project Manager, eCW Subject Matter Expert (SME) Business Analyst

Project Manager Special Projects (ICD-10, Security, Patient Portal, iTouch, Scribe, iMobile, Dragon Naturally-speech recognition)

Configuration/Testing and Build of PM/EMR application including but not limited to SOAP/Progress Note configuration, Physician specific Template building, Scheduling, Security, and basic functionality of the Application for all specialties.

Review and test impact of new software on business areas

Review impact of changes to existing software on business areas

Develop a business case to explain why a UAT phase is necessary and present my case to stakeholder.

Present issues and risk

EMR Certified Trainer with eClinicalWorks/SME (Expires Dec. 2016)

Trained Physicians, Nursing and Staff (Classroom, Elbow2Elbow, Webinar and Onsite)

Developed training workbooks for new employees and ongoing training of established employees.

Optimization: Business Analysis and Implementation of Software Partners (Workflow best practices/Revenue Cycle, HIE projects)

Project Manager and Liaison between Vendors and Administration/Leadership staff. (HL7 interfaces, Upgrades to V10, Patient services/Patient Portal)

Meaningful Use/CPOE Expert

Troubleshoot and 1st line of Support (12 Facilities)

UL Workplace Health & Safety 12/13 - 10/2014

Implementation Manager, Business Analyst/Senior Training Specialist

Configuration and System Setup of SYSTOC Occupational Medicine Application

Schedule Training, Track and communicate client engagement milestones and conduct training both written and orally.

Work with internal Engineering and Implementation resources to assist in delivering UAT (User acceptance testing) and Training,

Document client events into software for project tracking, billing, and job cost calculations (SharePoint, Open air and Oracle)

Review and test impact of new software on business areas

Review impact of changes to existing software on business areas

Troubleshoot/Support Application and resolve complex client issues.

Provided continuous support, collaborating with the IT department.

IST Services & Communication, Nashville, TN 06/2013 - 09/2013

Project Manager, eClinicalWorks Subject Matter Expert /Business Analyst

Configuration and build of eCW Practice Management and EMR/SOAP Note (Enterprise Directory).

Optimization suggestions and Clean-up of existing eCW system in preparation for Meaningful Use attestation.

Created instructional guides for upgrades and individualized workflows throughout the clinic

Liaison between the client and software vendor.

Revenue Cycle/Central Billing office to resolve electronic billing configuration issues. Submission through Navicure.

Review impact of changes to existing software prior to upgrade

Troubleshoot/Support Application

New York Hospital Queen, Queens, NY 05/2013 - 06/2013

Go Live Activation Consultant/Subject Matter Expert

Configuration and testing of Database/Build of application.

eClinicalWorks (eCW) Subject Matter Expert and Business Analyst

Set-up/Configuration and Go Live Support

Trained Stage 1 Objectives and Measures including CPOE Computerized Physician Order Entry and CQMs Clinical Quality Measures required of Stage 1 MU.

Troubleshoot/Support Application

LifePoint Hospitals 09/12 - 12/2012

Project Manager, Senior Consultant (Meaningful Use)

Configuration and Support of application

Report creation for attestations

First line of Support for Physician practices

Meaningful Use expert (Stage 1) Proficient with managing, implementing, configuration, and training of Stage 1 and 2 Objectives and Measures including Clinical Quality Measures and CPOE required of Stage 1 MU.

Clinical Workflow analysis/Optimization utilizing Microsoft Visio diagrams.

Monthly reports via 3rd party application and eCW and reported outcomes to steering committee.

Liaison between the software vendor and the hospital steering committee to assure.

Holy Cross Hospital, Ft. Lauderdale, FL 06/2012 - 08/2012

Project Manager/Implementation, Workflow and Support Analyst

Project Manager EMR/PM Full Project Life Cycle

Project Lead for upgrade eCW V9 Meaningful Use updated Version.

eClinicalWorks (eCW Subject Matter Expert) and Business Analyst

Configuration Build and Setup of eCW application

Liaison between IT vendors for Implementation of Interface to Athena

Tested system in preparation of upgrade to Version 10

HL7 Implementation Project Lead, HL7 Full Cycle Testing

Go Live Support and Provided web-based training after hours to providers.

Communicated difficult/sensitive information to physicians and administrators.

WellMed Senior Clinics, Indianapolis, IN 08/2010 - 06/2012

Senior Consultant and Subject Matter Expert (SME)

Project Manager of EMR/PM Full Project Life Cycle- Enterprise Directory Database (Developing Project Plan, Statement of work detailing Resources and Timeline, Overseeing Multiple Projects simultaneously)

Project Manager Special Projects (Patient Portal, iTouch, Scribe, iMobile, Dragon Naturally-speech recognition)

Estimate time frames quality and quantity of resources required to successfully complete the project.

Liaison between IT teams, leadership and vendors of partnering software

eClinicalWorks (eCW Subject Matter Expert) and Business Analyst)

Configuration and Build of Data Base (PM/EMR Enterprise Directory and Ambulatory practices)

Created documentation for each facility based on the specialty of the practice.

Billing Module configuration for electronic claims to assure accurate electronic claim submission through Emdeon and Navicure Clearinghouse.

Super User Training in all specialties including but not limited to Internal Medicine, Cardiology, OB/GYN, and Pain Management (Providers, Admins, and Lead clinical and office staff)

Review and test impact of new software on business areas

Review impact of changes to existing software on business areas

HL7 interface unit testing - typically interface specification-based aiming to confirm that HL7 messages sent and/or received from each application conform to the HL7 interface specification.

End User Tester for upgrade to latest version of eCW.

Memorial Hermann Health System, Houston TX 04/2008 - 08/2010

Project Manager and Business Analyst

Project Manager of EMR/PM Full Project Life Cycle from Kick off to Go-Live (Developing Project Plan, Statement of work detailing Resources and Timeline, Overseeing Multiple Projects simultaneously)

Configuration and Build of Data Base (Enterprise Directory and Ambulatory practices)

Liaison between IT teams, leadership, and vendors of partnering software

Meaningful Use/CPOE Expert (Stage 1)

Researched and developed documentation materials for education and training users; ensure document is technical accurate and conforms to company’s style.

HL7 interface full cycle integration and unit testing - confirm that HL7 messages sent and/or received from each application.

HL7 interface system testing - end-to-end scenario testing focused on ensuring all relevant modules of all relevant applications can integrate correctly.

Scheduled and conducted meetings; wrote and distributed follow-up documents for Executives and management.

Developed a Contingency plan based off Risk factors. Determined causes of any deviations from the plan and made modifications to address.

Developed and created agendas and training workbooks and manuals.

Challenges others to develop as leaders while serving as a role model and mentor.

eClinicalWorks Software, Alpharetta, GA 10/2003 - 04/2008

Project Manager, Implementation and Training Support Analyst

Project Manager of EMR/PM Full Project Life Cycle from Kick off to Go-Live (Developing Project Plan, Statement of work detailing Resources and Timeline, Overseeing Multiple Projects simultaneously)

Project Lead over Enterprise Directory, Migration of existing systems to eCW and Interfacing with other software applications via HL7 interfacing.

Liaison between Executives, IT teams, leadership, and vendors of partnering software.

Configuration and Build of Practice Management and Electronic Medical records.

Training of EMR and PM system to Providers and Staff (Classroom, Webinars, elbow2elbow -100% Travel onsite)

Vital Works Software, Birmingham, AL 06/2002 - 10/2003

Implementation Training Specialist/ Software Support

Training of Practice Manager system to Providers and Staff (100% Travel onsite)

Developed and created agendas and training workbooks and manuals.

How to and technical Support

Blue Cross and Blue Shield of AL. Birmingham, AL

Claims Examiner (Prescription Drugs)

OCR Claims examiner (Optical Character Recognition)

Adjudication of Medical/Prescription Claims

Use of ICD-9 and Medical Terminology

Verification of correct ICD9 and CPT4 submissions

Education

Argosy University, Nashville, TN 2016

Master’s in Human Resources Management (MSHRM)

Faulkner University, Montgomery, AL 2002

Bachelor’s in Business Administration (BBA)

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