Assist clinical end-users with Epic EHR documentation, Dragon dictation, creation of smart tools, orders, and order sets byusing a wide variety of training methods including in person or virtual support, creating FAQ documents and personalizationguides.Support and enhance proficiency across inpatient and ambulatory workflows and applications.Analyzed patient data to optimize healthcare processes, leading to significant workflow improvements.Collaborated with medical teams to implement data-driven solutions, enhancing patient care outcomes.Developed comprehensive reports on health trends, aiding in strategic decision-making for hospital management.Streamlined data integration processes, enhancing analysis accuracy and efficiency.Experience with data conversion testing, workflow acceptance and change readiness planning within EHR.Participated in over 10 go-live projects including establishing Epic Hyperdrive, Mobile Heartbeat, Identity Management upgrades, and Microsoft 365 migration for eight hospital and 187 ambulatory/outpatient sites.Proficient with data analytics tools to produce physician reports for patient care and large-scale provider engagement project for all sites, with the ability to perform data analysis on small and large volumes of data.Manage daily tasks, escalations and ensuring project goals were met by managing incident tickets within ServiceNow.Collaborate in meetings and work cross-functionally with other departments to ensure organizational objectives are met.Conduct training sessions for newly credentialed providers that include reviewing hospital policies, IT training, and Epic overview.

Analyzed testing data to identify trends, leading to proactive problem-solving and improved software performance.Streamlined QA processes, enhancing software reliability by 30% through meticulous trend analysis.Led QA initiatives that reduced system errors by identifying critical software performance issues.Oversee all aspects of quality assurance including call monitoring, live monitoring, web surveys, call transcription, and call recording evaluations.Conduct Troubleshooting in Epic EHR and Cerner systems for some of the largest hospitals and medical centers in the country.Identify reoccurring problems and trends regarding service desk analysts who obtain low customer satisfaction surveys and collaborate with leadership to improve scores.Create analytic reports to reflect the performance of analysts and specific client accounts.

• Review real time data and campaign statistics to drive and enhance performance.• Carry out performance measurements, monitoring, and evaluation of all agents to improve efficiency.• Motivate and encourage agents through positive communication and feedback.• Provide ongoing training and product information to contact center agents.• Ability to work in a high pressure, fast paced environment, while maintaining calmness under tight pressure.• Troubleshooting software functions to increase productivity.• Use of Microsoft Excel to create scheduling and performance tracking metrics.• Monitor daily activities of 60+ agents.

• Provides inventory support for online dealership inventory via chat, text, and social media channels.• Utilizes strong comprehension and written communication skills to assist customers with understanding new and pre-owned vehicle lease/finance incentives, as well as vehicle details and features.• Proactively supports marketing objectives of General Motors brand dealerships by addressing customer inquiries regarding products, features, benefits, incentives, and promotions.• Incorporates extensive expertise and knowledge of General Motors products and incentives.

• Partnered with various GM Dealer Customer Experience Managers to address customers' vehicle concerns & dealership experiences.• Managed 40+ customer cases on average with a daily completion rate of approximately 90%.• Established customer-business rapport with increased customer retention through business case establishments for vehicle repair assistance for dealers and General Motors field representatives.