Front Desk Project Manager
Resume:
Leonard Neal Jr
********@*****.***
Chino, CA
OBJECTIVE
Highly accomplished and results-driven Epic Credentialed Trainer with a proven track record of success in delivering comprehensive training programs to healthcare professionals. Seeking a challenging position where I can leverage my expertise in Epic systems and passion for empowering others through education to drive organizational excellence.
SKILLS
Epic Inpatient (CPOE, Clindoc, Beacon) Epic Ambulatory, Beacon Epic Personalization, Epic Telehealth, Epic MyChart
Optimization and Implementation, Dragon DMO & 360, eClinicalWorks V11, Cerner (Power chart, Power Note, CPOE) Allscripts,
ServiceNow & Remedy (Ticketing Systems), ECW workflows and click points Windows Os, Mac Os, Microsoft Office,
IT-installation, Hospital Intranet, and medical terminology. Excellent client relations, Strong communication skills, Physician and
clinical staff support, Ability to work in a fast-paced environment.
QUALIFICATIONS
• 20+ Successfully implementations, upgrades, support & training for Epic software systems
• Demonstrated experience in the direction of others. Work well independently as well as within a team.
• Develop formal training curriculums and coursework including manuals and user guides.
• Ability to prioritize and remain focused on the essence of an issue.
• Skilled at learning new concepts quickly while working well under pressure.
EXPERIENCE
11/2021 – 01/2023 Wellforce / Tufts Medical Center Healthcare Boston, MA
Credentialed Trainer – OP ALL Specialty Providers including Bones, NP, PA and Scribes AMB
Areas of training: Train in classroom setting onsite, and virtual setting remotely. 6 weeks of TT time. Credentialing. Train AMB and Orders 200 class all specialties. Updated tip sheets as tasked Specialty Workflows, Training Super users and end users. AMB Providers on outpatient workflows of various types of Visits, how to search charts through chart review, charging, and various types of Encounters. In Basket Training. Train Super users and Role Champions plus all provider end users. Assisted with Dragon users during Personalization commands for correcting, commands for navigating, commands for editing, and commands for formatting.
08/2021-10/2021 St Joseph's Hospital Eureka, CA
Credentialed Trainer - Beacon
Taught physicians how to effectively use CPOE/AMB -Order Entry and Order Sets. Supported nurses in Treatment Plans/Doc
flowsheet use, MAR documentation, Care Plans, Patient education etc. Troubleshoot end-user issues during go-live while
escalating high priority issues to the command center. Assisted in issues ticket triaging. Ensured resolution of end-user’s issues
and follow-up. Provided at the elbow support in MedSurg Unit to Physicians with In-Basket messages, CPOE, Admissions,
Transfers, Discharge/Depart process and med reconciliation. Updating information on flow sheets and work lists, order
management, patient lists creation, medication administration and scheduling tasks for the MA
06/2021- 07/2021 Baptist Health Hardin Louisville KY
Credentialed Trainer - Epic Inpatient Go-live
Taught physicians how to effectively use CPOE -Order Entry and Order Sets. Supported nurses in Doc flow sheet use, documentation, Care Plans, Patient education etc. Troubleshoot end-user issues during go-live while escalating high priority issues to the command center. Assisted in issues ticket triaging. Ensured resolution of end-user’s issues and follow-up. Provided at
the elbow support in MedSurg Unit to Physicians with In-Basket messages, CPOE, Admissions, Transfers, Discharge/Depart
process and med reconciliation. Updating information on flow sheets and work lists, order management, patient lists creation,
medication administration and scheduling tasks for the MAR.
05/2021-06/2021 Samaritan Hospital Albany NY
Credentialed Trainer - Epic Inpatient Go-live
Participated in Go-lives and served as elbow-to-elbow support to various end users. Trained physician how to review Post-Op, Pre-Op, Problem List, History, and Allergies. Ensure all support issues are addressed by communicating regularly with project manager, command center, zone leaders, and all necessary hospital staff. Trained front desk staff on how to register and discharge a new patient Provided adequate training for physicians at Rounding Overview. Assisted physician on setting-up their Preference list. Configured smart tools for the physicians to enhance their efficiency with the system. Prepared and documented report findings and the EMR functionalities needed to support the clinic functions. Actively supports and promotes system standardization, utilization and best practices Worked diligently with the team to successfully implement.
04/2021-05/2021 Orlando Health Epic Orlando Fl
Credentialed Trainer - Team Lead – AMB/Clinic
Areas of training: Clinical Documentation, Orders, Cadence, OpTime, Anesthesia, Med Reconciliation, Blood Administration, Consults etc. Shuffling and supporting physicians in various departments such as the Surgical and Trauma ICU (SICU), Burn ICU, Operation Room (OR), Emergency Department and the Hospitalists. Ensuring that upon admission, the physicians are completing order reconciliation when a patient is changing levels of care especially at transfer and at discharge. Giving support to their voice
recording system (Dragon) which is compatible with the Epic application. Instructing Physicians on how to set up Dragon to utilize commands for dictating punctuations, commands to control the microphone, commands for correcting, commands for navigating, commands for editing, and commands for formatting.
10/2020 - 03/2021 TJUH EPIC
Credentialed Trainer
Pennsylvania FULL VIRTUAL IMPLEMENTATION
Coordinate Pre-Implementation, Go-live Activation, and Post Activation for EMR system. Support program manager, training coordinator and project manager with implementation schedule, training schedule, and curriculum. Collaborate with key leadership, build a team, project manager, and training coordinator; manage schedule, evaluate trainer skill level and trainer to appropriate units. Provide clinical application training and support, developing curricula, training materials and courseware.
Launch effective EMR training to maximize meaningful use, patient care, and operational efficiency. Developed content specific documentation to support Cadence, ClinDoc, Radiant and Ambulatory training to exceed Meaningful Use, and Patient Care requirements.
4/2020 - 10/2020 Hoag Medical Group
Credentialed Trainer - Team Lead - Epic Ambulatory
Provided comprehensive classroom training and support to healthcare professionals in effectively utilizing the Epic electronic health records (EHR) system. ensure that users, such as physicians, nurses, and administrative staff, are proficient in using Epic's various modules and features, and can navigate the system with confidence. I develop training materials, conduct training sessions, and provide ongoing support and assistance to users to maximize their efficiency and effectiveness in using the Epic system.
3/2020 - 4/2020 Salinas Valley Medical Center Salinas, CA
Credentialed Trainer - Go Live ATE Activation - Epic Ambulatory
ATE training and support for Family Med and Primary Care Physicians, Nurses, Clinical and Front Desk staff. Responsible for daily client contact with onsite managers to resolve Epic related issues. Zone Lead responsible for 10-15 consultants throughout multiple departments. Assisted multiple Physicians with Personalization and Dragon. Remotely supported all Physicians for Telehealth visits and other Epic related questions.
1/2020 - 3/2020 Middlesex Health Middletown, CT
IT Consultant Specialist - ECW
Chart abstraction ECW to Epic. Responsible for daily client contact with onsite managers to resolve issues. Assisted multiple Physicians with Personalization and Dragon.
10/2019 - 11/2019 Thomas Jefferson University Cherry Hill, NJ
Credentialed Trainer - Team Lead - Epic Inpatient and Ambulatory
Ensured applications matched client expectations and were user friendly by conducting evaluations. Communicated efficiently with management and end-users to build teams to identify functionality and define needs. Allocated ATE floor support in various departments to assist end-users with workflow issues. Performed diagnostics and troubleshooting of software/hardware issues; informed on available tip sheets.
7/2019 - 10/2019 Christus St. Vincent Santa Fe, NM
T.A.G Optimization - Principal Trainer - Epic Inpatient and Ambulatory
Responsible for one-on-one credentialed training of over 200 physicians and medical staff. Principle Trainer responsible for optimizing workflows and training of all Credentialed Trainers. Worked closely with CIMO daily to create Tip Sheets for upgrades and updated Information. Performed diagnostics and troubleshooting of software/hardware issues.
5/2019 - 7/2019 The Ottawa Hospital Ottawa, ON
Go Live Activation - International Team Lead - Epic Inpatient and Ambulatory
Ensured applications matched client expectations and were user friendly by conducting evaluations. Communicated efficiently with management and end-users to build teams to identify functionality and define needs. Allocated ATE floor support in various departments to assist end-users with workflow issues. Performed diagnostics and troubleshooting of software/hardware issues.
informed on available tip sheets.
4/2019 - 5/2019 Mercy Prima Youngstown, OH
Credentialed Trainer - Go Live ATE Activation - Zone Lead - Epic Ambulatory
ATE training and support for Family Med and Urgent Care Physicians, Nurses, Clinical and Front Desk staff. Responsible for daily client contact with onsite manager to resolve Epic related issues. ”Zone Lead'' responsible for 8-10 consultants throughout multiple departments. Assisted multiple Physicians with Personalization and Dragon.
3/2019 - 4/2019 Partners Milford Regional Milford, MA
Credentialed Trainer - Go Live ATE Activation - Zone Lead - Epic Ambulatory
ATE training and support for OB Physicians, Nurses, Clinical and Front Desk staff. Responsible for daily client contact with onsite manager to resolve Epic related issues. “Zone Lead'' responsible for 10-15 consultants throughout two facilities. Assisted multiple Physicians with Personalization and Dragon.
1/2019 - 2/2019 Lahey Health Woburn, MA
Remote Help Desk Analyst - Epic Inpatient and Ambulatory
Responsible for first call resolution in addition to troubleshooting and remote support for Physicians, Nurses, and hospital staff. In addition to analyzing and inputting tickets using Remedy. Provided high level technical support of all Epic applications and interfaces which deliver IT tools and support business functions across the health system. Provided high level technical support of all Epic applications and interfaces which deliver IT tools and support business functions across the health system.
12/2018 - 1/2019 Advocate Health Aurora, IL
Credentialed Trainer - Go Live ATE Activation - Zone Lead - Epic Ambulatory
ATE training and support for Physicians, Nurses, Clinical and Front Desk staff. Responsible for daily client contact with onsite managers to resolve issues. Zone Lead responsible for 15-20 consultants throughout the facility. Assisted multiple Physicians with Personalization and Dragon.
10/2018 - 11/2018 Scripps San Diego, CA
Help Desk Analyst - Epic Inpatient and Ambulatory
Provided call bank support for ATE consultants, Physicians, Nurses and hospital staff. Assessing and inputting tickets using ServiceNow. Provided first call resolution in addition to remote support for Physicians, Nurses and hospital staff. Responsible for analyzing and routing tickets places through the Self-Service Portal to the correct Application Analyst.
5/2018 - 9/2018 Lahey Health Woburn, MA
Help Desk Analyst - Epic Inpatient and Ambulatory
Responsible for first call resolution in addition to troubleshooting and remote support for Physicians, Nurses and hospital staff. In addition to analyzing and inputting tickets using Remedy. Provided high level technical support of all Epic applications and interfaces which deliver IT tools and support business functions across the health system. Provided high level technical support of all Epic applications and interfaces which deliver IT tools and support business functions across the health system.
4/2018 - 5/2018 Enloe Medical Center Chico, CA
Credentialed Trainer - Go Live ATE Activation - Zone Lead - Epic Inpatient
ATE training and support for Physicians, Nurses and supporting staff. Responsible for daily client contact with onsite managers to resolve issues. Zone Lead responsible for 30-35 consultants throughout the facility. Assisted multiple Physicians with
Personalization.
4/2018 - 4/2018 Scripps San Diego, CA
Help Desk Analyst - Epic Inpatient and Ambulatory
Provided call bank support for ATE consultants, Physicians, Nurses and hospital staff. Assessing and inputting tickets using ServiceNow. Provided first call resolution in addition to remote support for Physicians, Nurses and hospital staff. Responsible for analyzing and routing tickets places through the Self-Service Portal to the correct Application Analyst.
3/2018 - 4/2018 Virtua Health Voorhees, NJ
Go Live ATE Activation - Zone Lead - Epic Inpatient
ATE training and support for Physicians, Nurses and supporting staff. Responsible for daily client contact with onsite managers to resolve issues. Zone Lead responsible for 35-40 consultants throughout the facility. Assisted multiple Physicians with Personalization and Dragon in the on-site Personalization Lab.
1/2018 - 2/2018 Self Regional Health Greenville, SC
Credentialed Trainer - Go Live ATE Activation - Zone Lead - Epic Inpatient
ATE training and support for Physicians, Nurses and supporting staff. Responsible for daily client contact with onsite managers to resolve issues. “Zone Lead” responsible for 15-20 consultants throughout the facility. Assisted multiple Physicians with Personalization and Dragon.
11/2017 - 12/2017 TMF Good Shepherd Longview, TX
Credentialed Trainer - Go Live ATE Activation - Epic Ambulatory
ATE training and support for Physicians, Nurses, Clinical and Front Desk staff.
10/2017 - 11/2017 Regional Health Rapid City, SD
Go Live ATE Activation - Zone Lead - Epic Inpatient
ATE training and support for Physicians, Nurses and supporting staff. Responsible for daily client contact with onsite managers to resolve issues. Zone Lead responsible for 10-15 consultants throughout the facility. Assisted multiple Physicians with Personalization and Dragon.
9/2017 - 10/2017 UMass University Hospital Worcester, MA
Go Live ATE Activation Consultant - Epic Inpatient
ATE training and support for Physicians, Nurses and supporting staff.
6/2017- 8/2017 AnMed Anderson, SC
Application Test Analyst - Epic Inpatient and Ambulatory
Responsible for developing, executing quality assurance and control processes, test strategies, test plans and test cases that verify software integration to defined acceptance criteria and feature design documents, as well as application standards. Evaluates request and consults in design for new or modified computer programs, solutions, reports and interfaces to determine feasibility and compatibility with current system. Provided high level technical support of applications and interfaces which deliver IT tools and support business functions across the health system. Conducted on-site walk through to multiple facilities to test mapping, printing, correct equipment configuration such as: BCA Devices etc.
05/2017 - 07/2017 Dignity Health Ambulatory Clinics Sacramento, CA
Help Desk Analyst
Provided ATE support to clinical staff in Ambulatory Clinics (Peds, Ortho) using Power Chart AMB. Assisted staff with effectively navigating their workflow and understanding the functionality of Cerner Application. Provided ATE using check in/out process, viewing historical data, setting favorites, effectively using messaging, sending message/results and/or documents to providers, setting up proxies, creating templates, moving patients’ letters from eClinicalWorks into Cerner, and customizing letterheads.
5/2017 - 6/2017 Summa Akron City Akron, OH
Go Live ATE Activation Consultant - Epic Inpatient
ATE training and support for Physicians, Nurses and supporting staff.
3/2017 - 5/2017 Scripps San Diego, CA
Help Desk Analyst - Epic Inpatient and Ambulatory
Provided call bank support for ATE consultants, Physicians, Nurses and hospital staff. Assessing and inputting tickets using ServiceNow. Provided first call resolution in addition to remote support for Physicians, Nurses, and hospital staff. Responsible for
analyzing and routing tickets places trough the Self-Service Portal to the correct Application Analyst.
2/2017 - 3/2017 HSHS Sacred Heart St. Joseph’s Chippewa Falls, WI
Application Test Analyst - Epic Inpatient and Ambulatory
Responsible for developing, executing quality assurance and control processes, test strategies, test plans and test cases that verify software integration to defined acceptance criteria and feature design documents, as well as application standards. Evaluates request and consults in design for new or modified computer programs, solutions, reports and interfaces to determine feasibility and compatibility with current system. Provided high level technical support of applications and interfaces which deliver IT tools and support business functions across the health system. Conducted on-site walk through to multiple facilities to test mapping, printing, correct equipment configuration such as: BCA Devices etc.
08/2013 – 02/2017 Summit Legal Consultants, Sales Manager
Work with assigned accounts to maximize breadth of line and revenue opportunities
Seek new business potential through active market research and the comprehensive
development of industry knowledge and contacts
Manage, motivate, and coach established team of sales representatives to achieve or exceed
revenue goals
02/2011 – 06/2013 United States Law Center, Sales Manager
Train new employees and assisted my team members in finalizing the sales process as the
designated closer.
Retain customers when they have second thoughts or consider canceling.
Outwork everyone and break all sales records to motivate others and have a contagiously
positive attitude
Manage and coach established team of sales representatives to achieve or exceed revenue
Goals
02/2005 – 02/2011 Educational Financial Services, Sales Manager
Hire and fire as well as interview prospective employees
Create and conduct the new hire training course
Prospect for new business and serve as the designated closer
Manage and coach established team of sales representatives to achieve or exceed revenue
Goals
02/2001 – 12/2004 Phillips and Company Securities, Stockbroker
Earn Series 6, Series 63, & Series 7 Financial Certifications
Prospect for new business
Manage investment portfolios by researching extensively and making proper
recommendations.
EDUCATION AND TRAINING
August 1996 – January 2001 Washington State University
Masters Business Administration emphasis on Finance
Bachelor of Arts in Communication emphasis on Advertising
Bachelor of Arts in Business Administration
References upon request.
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