Customer Service Project Manager

Resume

Janet Heard 909-***-****

**** ***** ***** **** ******

Rialto, CA 92377

e-mail: h7o6p2@r.postjobfree.com

HEALTHCARE IT RELATED SKILLS

• 6 years of Implementation Consulting and Project Management Experience (2 years of Healthcare with the Epic EMR Systems as Implementation Project Manager II/Trainer)

• Credentialed Trainer (Kaiser Permanente Hospital, Southern California)

• 15 years of Leadership and Management

• Served as Epic Implementation Consultant at Stanford University

• Skilled in Ambulatory (Outpatient) and Inpatient Modules

• Led a team of Implementation trainers in both Inpatient and Ambulatory

• 10 years of training (within retail and large healthcare facility)

• Developed and documented workflow resulting in process improvement and re-engineering

• eLearning Development

• Provided consulting duties to medical staff

• Conducted workflow demos to Administrators

• Instructional Design functions

• Developed and documented workflows, analysis and procedures.

• Skilled in training levels of staff including, Chief Physicians, Champions, Administrators, Nurses, MA’s Hospitalists, Receptionists, Technical Staff, etc.

• Experienced in computer programs Microsoft Word, Access, Excel, and Outlook, Lotus, and EPIC

• Adjunct Professor of Project Management on college level (trained adult learners)

• Curriculum design (Prepare training videos, and downtime materials)

• Trained end-users (Providers, Chiefs, Champions, Nurses, Department Heads, Administrators, Hospitalists, Surgeons) for Clindoc, MedSurg, HOV, HSD, Orders, e-Mar, L&D, Procedures, Optime, ED, Intraop/PostOp, SmartTools, Cybercafe, and one-on-one

• Conducted Train-the-Trainer classes

• Knowledge of Healthcare Administration (HIPAA, JCAHO)

EDUCATION

5/1998 University of La Verne La Verne, CA

Bachelor's Degree

B.S./Organization Management

5/2000 University of La Verne La Verne, CA

Master's Degree

M.S./Public Administration

5/2001 University of La Verne La Verne, CA

Doctor of Public Administration in Progress

Expected date of completion - 5/2010 (Now ABD)

EXPERIENCE

05/15/2010 – Present – Tucson Medical Center, Tucson, AZ

EPIC Systems Implementation Consultant/Trainer Lead

--Responsible for Training all clinical staff including Physician, Nurses, MA’s Specialist, and Administrators

--Conducted classes to Physicians for pre-go-live and go-live

--Analyzed workflow and conducted workflow demonstrations to Administrators and Physicians

--Conducted training and consultation to staff

--Recommended system requirements to Principal Trainers and Builders to ensure system requirements were met

--Escalated and documented problematic issues

--Support all levels of staff and train Inpatient HOV (Hospital Outpatient Visit) module

--Train end-users to assess system needs and make

03/22/2010 – 05/14/2010 – Cedar Sinai Medical Center/Ingenix Consulting, Los Angeles, CA

EPIC Systems Implementation Consultant/Trainer Lead

--Responsible for Training all clinical staff including Physician, Nurses, MA’s Specialist, and Administrators

--Analyzed workflow and conducted workflow demonstrations to Administrators and Physicians

--Conducted training and consultation to staff

--Recommended system requirements to Principal Trainers and Builders to ensure system requirements were met

--Escalated and documented problematic issues

--Support all levels of staff and train Inpatient HOV (Hospital Outpatient Visit) module

--Train end-users to assess system needs and make

01/27/2009 – 01/13/2010– Stanford University, Palo Alto, CA

EPIC Systems Implementation Consultant/Trainer Lead

--Lead a team of trainers

--Analyzed workflow and conducted workflow demonstrations to Administrators and Physicians

--Conducted training and consultation to staff

--Recommended system requirements to Principal Trainers and Builders to ensure system requirements were met

--Escalated and documented problematic issues

--Support all levels of staff and train Inpatient HOV (Hospital Outpatient Visit) module

--Train end-users to assess system needs and make recommendations and adjustments to system

9/11/2006 – 9/11/2008 - Kaiser Permanente Hospital, Pasadena, CA

EPIC Systems Implementation on system

--Assist in workflow analysis

--Utilize excellent customer service Project Manager II/Consultant/Systems Implementation Trainer

--Traveled from facility to facility managing a team of Implementation Trainers

--Trained clinical staff (including Chief Physicians, Providers, Surgeons, Administrators, Nurses, MA’s, Hospitalists, Receptionists, etc.

--Managed timely completion of project

--Experience in Outpatient and Inpatient, thus leading and training in both modules (Clindoc, MedSurg, Orders, Procedures, SmartTools, Optime, Intraop, Hospitalists, ED, Providers and Nursing curriculums)

--Consulted and trained entire staff on EPIC for SSD (Systems Solution Deployment) projects

--Conducted workflow demonstrations

--Liaison between end-users and Principal Trainers to determine system requirements

--Utilized excellent written and oral communication to convey key implementation issues

--Assisted in several go-lives throughout the Southern California Region

--Assist in preparing and revising curriculum (PowerPoint presentations) at Regional Office

--Assessed learning needs, to incorporate them within the design of learning materials and to reflect needs of users

--Traveled from site to site to consult and conduct training throughout the region

--Trained clinical staff one-on-one for Cyber Café, make-up classes, SmartTools Workshops,

etc.

--Conducted Train-the-Trainer classes

--Prepared setup of training rooms, computers and equipment

7/2005 – 9/2006 - Target Corporation, Rancho Cucamonga, CA

Executive Manager/Executive Team Lead, IT Proj. Mgr./Guest Service/Customer Services

--Executive manager for total operational flow

--Prepared action plans to address threats

--Served as Regional IT Project Manager

--Managed and supervised a cross-functional team of 100

employees (includes 12 departments)

--Prepared training materials and manuals for managers and floor staff

--Trained staff on policies, procedures and best practices

--Reviewed process for effectiveness by assessing, planning, organizing, and implementing policies

--Responsible for improving customer satisfaction throughout the organization while establishing guidelines to enhance service quality

--Monitor performance, and take corrective action as required

--Provided management direction to improve and maintain regulatory standards and policies

--Identified threats and opportunities to organization

--Responsible for Customer Service Department

--Utilized the total customer experience to maintain customer base

--Responsible for meeting sales target

--Managed budget and payroll

--Presented strategies and recommendations to executive/senior management

--Training and curriculum development overseer

--Involved in selecting personnel

--Conflict management skills

--Scheduled employee's work schedule

12/2000 - May 2003 - DeVry Institute of Technology, Pomona, CA

Financial Aid Administrator/Customer Service Coordinator

And

Adjunct Professor/Project Management and Management

--Served as customer service overseer by providing comprehensive customer support and customer satisfaction

--Managed activities within a unit and ensured uniformity across multi-department

--Department liaison between multi-departments to ensure effectiveness

--Resolved threats to customer satisfaction

--Created strategies and acted as consulting agent to senior management

--Monitor performance

--Responsible for resolving and troubleshooting issues

--Planned, organized, supervised and prioritized work assignments for customer service staff and department

--Processed and maintained confidential customer information

--Provided high quality customer service within a diverse population of students, faculty, parents, and staff,

--Perform routine task including coordinating routine meetings, presentations and schedule of director

--Served on various cross-functional administrative teams throughout the organization to enhance overall performance and implement policies

--Involved in preparing budget and reports

--Made presentations

AS ADJUNCT PROFESSOR of Project Management/Principles of Management, served on administrative committee to create, and develop curriculum for students enrolled in technical/computer courses, instructed undergraduate students in the disciplines of Principles of Management and Project Management courses, and conducted computer lab in the discipline of Project Management via utilization of Microsoft Project Management 2000 software.

8/1995 - 12/2000 University of La Verne, La Verne, California

Registrar Clerk/ Manager

--Oversaw day-to-day customer service functions by overseeing and ensuring customer satisfaction

--Provided administrative support

--Performed customer service functions at counter

--Answered and resolved customer complaints

4/1989 - 8/1995 A Way With Words Printing/Graphic, Montclair, California

Customer Service Manager

--Oversaw administrative and customer service operations

--Provided administrative support to department

--Resolved customer complaints

--Interviewed, recruited, developed, trained and supervised a staff of ten

--Interpreted and applied policies and procedures

--conducted presentations to external organizations and employee

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