Customer Service Technical Support

KEN KUROSAWA

Bremerton, WA ***** • 206-***-**** • *****@*****.***

Professional Summary

Highly knowledgeable Sr Application Analyst with wealth of healthcare experience and expertise in problem-solving. Talented in maintaining complex and comprehensive databases covering patient information. Dedicated to proactive monitoring and thorough reporting using top-notch technical abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Skills

Technical Support

Creative Solutions

HIPAA Regulations

Mentoring/Training

Application Support

Healthcare Platforms

Client Support

Health Information

Problem Resolution

Exceptional Customer Service

Healthcare Management

Work History

Healthcare Data Analyst, 01/2023 to 02/2023

Epic, Pediatric Northwest

Responsible for collecting, sorting, and analyzing data from EMR application and enters it into required databases

Gathers data to achieve administrative needs and goals

Understands data storage and data sharing methods

Investigates data to find patterns and trends

Deep understanding healthcare business operations

Responsible for converting data into usable information that is easy to understand

Provides and communicates analytic insights to leadership

Organizing and transforms information into easy-to-understand graphs, tables and reports

Communicates with stakeholders to understand data content and reporting requirements

Provides data analysis and report generation in support of internal and external reporting requirements

Responsible for providing written reports to various stakeholders within organization

Manages over 10 providers schedules and scheduling templates and software

Sr Epic Application Analyst, 10/2012 to 04/2019

Providence Health and Services

Primary responsibility is working cross functionally with different Epic Applications (ASAP, AMB, ClinDoc, Cadence, Optime, Prelude, Beaker, Oncology, Cupid, MyChart) teams to determine where issue/problem reside

Analyze enterprises applications, system requirements to determine system functional specifications

Design, validate, confirm new or changed functionality within Epic's environment that meets customer specifications

Provide complex qualitative/quantitative business analysis on data information collected as part of application requirement gathering

Work closely with business users, application team to design, build, execute comprehensive integration for User Acceptance Testing (UAT)

Create, maintain all necessary documentation, training materials for application implementation needed for any changes

Evaluate, adopted new technologies to address clients changing needs, provide system maintenance

Defined IT process workflows through meetings with stakeholders.

Analyzed technical problems with high accuracy and attention to detail.

Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.

Self-motivated, with strong sense of personal responsibility.

Proven ability to learn quickly and adapt to new situations.

Executed over 15 implementation, 4 System updates

Sr Epic PB Application Analyst, 12/2011 to 11/2012

Providence Health and Services

Provides analytical consulting with top tier analysis of multiple applications on highly complex applications

Works closely with other application analysts, project teams to complete actions assigned on team-level work plans, report status, progress, project-related issues to Application Manager as appropriate

Expected to Deliver exceptional level of service to each customer by listening to concerns, answering questions, providing follow-up

Managed 20 incoming calls, emails per day from internal/external customers

Worked well in team setting, providing support and guidance

EMR, 02/2011 to 11/2011

Electronic Medical Record, Pacific Medical Centers

Responsible for being subject-matter expert in support of EMR software implementation, serves as liaison between end users and Epic implementation staff

Responsible for analyzing, mapping, assisting in build of functionality to match facilities ideal workflow

Position requires documenting, working with Epic, representatives from multiple departments to tailor system to fit organization's needs

Change agent to organization in communicating, championing project benefits

Performs in-depth analyses of workflows, data collection, report details, other technical issues associated with use of Epic software

Utilize facilities project management methodology, relevant tools and templates

Planned and executed 2 successful implementations of Epic EMR system

Utilized electronic medical record systems to store, retrieve and process patient data

Managed priorities and test activities to meet project test schedules and deliveries

Tracked over 20 weekly customer calls, onsite service visits into company's system using Epic software

PB Systems Analyst, 12/2008 to 07/2010

Resolute, University of Washington Physicians

Partnered with Physicians, IS staff, users, IT affiliates to develop procedures, protocols tools to ensure EPIC system is maintained accurately/efficiently

Work with business users in support Resolute Professional Billing application, Documents, communicates on-going business requirements

Identifies problems or areas of opportunity in organizational processes, workflow, related technology

Seeks input, feedback, additional information from business owners, stakeholders, customer/clients

Work with customer/clients to thoroughly test to assure quality of applications

Documents workflow, operational procedures, records support documentation

Excellent communication skills, both verbal and written

Managed 30 incoming calls, emails per day from customers

EDI Coordinator, 03/2005 to 11/2008

Community Health Plan

Responsible for being primary liaison for hospitals, medical centers, clinics, relating to Electronic Data Interchange (EDI) inquiries, new trading partner set up and system administration

Tracked files from origin to destination and troubleshot errors.

Trained customer service personnel in strategies for supporting electronic data interchange activities.

Built and deepened positive and productive relationships with business partners.

Participated in system development life cycle from requirements analysis through system implementation.

Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

Created and maintained EDI customer maps

Education

Certificate: Epic Resolute Professional Billing: 06/2009

Epic - Verona, WI

Certificate in Data Communications: 06/2002

University of Washington - Seattle, WA

Certificate in Basic Network Technology: 10/2001

University of Washington - Seattle, WA

Bachelor of Arts: Public Administration, 06/1989

Seattle University - Seattle, WA

Accomplishments

Understands HIPAA, ANSI X12 transactions, HL7 standards, CRM software

Accountable for designing, developing, maintaining education materials to support EDI training to provider network, outreach to the Community health Plan's provider community

Relied upon for issue resolution, process flows, analysis of EDI usage, working with management to improve EDI rates by participating in defining, refining the corporate EDI strategy

An integral part of the coordinators job is performing research, multi-tasking, communicating with various internal staff/external staff along with outside vendors

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