Elizabeth Clines Email & Phone Number

• Provide Tier 2 iOS, Android, and web SaaS application phone and web support used by 220,000 end users and 400 system administrators of health care systems nationwide • Troubleshoot reported mobile and web application issues, attempt to reproduce issues, identify workarounds, and proactively monitor application health using third party tools such as New Relic and Sumo Logic• Build and maintain customer case reports and dashboards in Salesforce used to identify current and forecast future case trends • Perform data-driven customer-specific case analyses to identify issue trends and collaborate with our enterprise customer stakeholders to optimize their clinical application workflows• Collaborate with product development team in meetings and in Jira software to provide application, device, and user information required to resolve defects in a timely manner• Manage, triage, and escalate application issues and requests in Service Cloud (Salesforce) according to contracted service level agreements • Maintain strong relationships with enterprise customer stakeholders acting as their first point of contact for application workflow issues and requests • Salesforce Certified Administrator with experience in creating and managing workflow rules, processes, object management, and customer community management• Create, manage, and troubleshoot SIP VoIP accounts in Counterpath Stretto• Knowledgeable of our customers’ integrations and troubleshoot issues related to active directory, remote authentication (SAML, LDAP), Redox (HL7), and WCTP• Assist with creating and managing support department policies and procedures related to defect tracking

• Certified in Epic Systems EpicCare Ambulatory application • As the Project Team Lead for Electronic Prescribing of Controlled Substance (EPCS), developed the process for affiliate provider requests and support issues related to EPCS for current providers• Knowledgeable of lab procedure build and workflows, order transmittal, and maintain lab related interface error queues• Complete new provider and department build and related tasks including: e-prescribing configuration, referral maintenance, order transmittal testing, and go live support• Provide support to end users in a timely manner and troubleshoot reported issues in EpicCare Ambulatory application• Triage reported issues to appropriate application teams meeting SLA requirements• Clearly document and track enhancement requests and incidents within ServiceNow IT Management software

Cincinnati, Oh

• Audit patient hospital accounts to ensure the accuracy of postal addresses used for medical statements • Learn the basics of Epic in the customer service sector of health care• Was introduced to different departments within CCHMC and how they run including mental health, radiology, ENT, and the emergency department• Attended a large provider Medicaid conference in Columbus to observe relations between hospitals and government insurance• Shadow professionals in hospital and professional billing

Cincinnati, Oh

• Assist prospective families with the guest registration process including retrieval and importation of online application to computer system, ensuring the completion of background check documents, and answering any questions they may have• Complete guest background checks using online software • Run the front desk and answer phone calls, check out DVDs, games, and other household items, operate security system, report financial transactions such as donations and merchandise sales, sort through mail and packages, and answer general guest questions• Keep track of Ronald McDonald House merchandise and complete quarterly inventory