Emily Higgins Email and Phone Number

Played pivotal role bridging gap between customer's former training and analyst teams and new Hummingbird Healthcare Epic teamRedesigned and wrote EpicCare Ambulatory curriculum, including lesson plans, slide shows, classroom information sheets, and quick start guides for providers, residents, clinical support staff, and nursing studentUpdated, revised, and created EpicCare Ambulatory tip sheets and quick start guides available on Learning Home DashboardGuided end users through a Hyperdrive and four version upgrade while working with new Super Users and providing support to providers and clinical support staff Trained EpicCare Ambulatory classes for onboarding providers and residents as well as led personalization sessions via ZoomProvided one-on-one support for providers struggling with aspects of system, identified by help desk ticket submissionsCredentialed EpicCare Ambulatory trainers and mentored new principal trainers

Created provider, therapist, and practice manager ambulatory training curriculum for a new outpatient virtual behavioral health service line.Completed MST build to support the outpatient virtual behavioral health ambulatory training.Mentored Cadence and Prelude principal trainers who were completing MST build for the first time. Walked them through MST build step-by-step to complete the Cadence/Prelude portions of the project.Advocated for appropriate principal trainer environment access and assisted with translating principal trainer build needs.Trained credentialed trainers on the new ambulatory behavioral health curriculum.

Created Ambulatory and Bones curriculum for Hyperspace and Canto, including lesson plans, exercise booklets, slide shows, quick start guides, and tip sheets for OAH’s orthopedic surgeons, medical executive assistants, and registrars.Participated in weekly or bi-weekly Operations Meetings, Clinical Advisory Councils, ambulatory analyst touch bases, weekly internal care connect meetings, and training team huddlesPrepared HHC credentialed trainers to train orthopedic providers and clinical support staff.Credentialed two OAH end users, including OAH’s operations manager, on the orthopedic provider curriculum and two clinical support courses.Hosted Go Live Readiness Refreshers for end users and led an At-the-Elbow support preparation session focused on OAH’s unique workflows.Created and led Lunch and Learn sessions to support and reeducate end users on challenging workflows post Go Live. Created and shared corresponding tip sheets with end users to support their ongoing work.Taught five two-hour TED300 training sessions for the full instructional design team. Reviewed and demo’d the content using Hyperspace, text, Scotty, application cookbooks, and the training coordination cookbook.

Completed Compass Rose training environment build/patient build for new programs going live including chronic care management, general care management, oncology, pediatrics, and medication therapy management.Provided feedback and worked closely with Compass Rose analysts to improve build and create a more efficient workflow for end users.Created Compass Rose training curriculum and virtually taught Compass Rose classes to care managers, social workers, community health workers, and pharmacists.Trained and credentialed Compass Rose, ambulatory, and inpatient trainers.Taught ambulator provider, ambulatory medical assistant, and inpatient provider virtual classes.Created train-the-trainer documentation including a Credentialing Standard Work document, Trainer Expectations for Virtual Training Guide, and Training Writing Documentation Style Guide. Implemented a new trainer credentialing program and lead TED300 study sessions for trainers attempting to earn Epic certification.Developed lesson plans, PowerPoint slide shows, and training agendas for ambulatory, inpatient, and Compass Rose classes.Completed MST build improvements in Renown’s training environment for ambulatory and inpatient classes and all MST build for Compass Rose training.

Coordinated and led onboard, refresher, new functionality, and new role training for Charge Entry, Accounts Receivable, Payment Posting, and PCM departments utilizing BOSS and Centricity Business software.Nationalized the training documentation process, created a style guide for pathways, user guides, quick tips, facilitator guides, playbooks, and eLearning storyboards, and led train-the-trainer sessions to help other members of the national training team create quality training documentation.Utilized Microsoft Teams, Zoom, GoToMeeting, and Skype to provide web-based training virtually to USAP staff as well as support teams located in India.Analyzed production trends throughout the revenue cycle management departments on a weekly basis, along with the Vice President of RCM, to develop and implement training to address trends.Researched, created, and reviewed training documentation including pathways, user guides, slideshows, and quick tips to train RCM staff on new and existing workflows.Managed access requests for RCM staff for 100 payer portals and 10 hospital facility portals.

Instructed classrooms of medical professionals, information technology experts, trainers from hospitals around the world, and new internal employees through workflows and build within the Epic electronic medical record.Specialized in curriculum design, training environment build, creating detail-oriented documentation, PowerPoint presentations, lesson plans, and assessments as well as led thorough review and testing of training materials.Provided exemplary customer service to trainees working to earn an Epic Certification and to medical professionals in the classroom, through the training team email queue and telephone conversations, as well as on-site support of customers at hospitals and clinics around the country.Certifications: Outpatient Specialty All-Star, EpicCare Ambulatory, Inpatient Clinical Documentation, Inpatient Orders, Phoenix Transplant, Kaleidoscope, Wisdom, Bones, Order Transmittal, Beacon Oncology, EpicCare Link, Nurse Triage, MyChart, Epic Patient Portal, SmartForms.Badges: Advanced SmartTools, In Basket Configuration - Basics, Clinical Workspace Configuration, Advanced Navigators

Integrated and differentiated instruction in all academic areas to accommodate students with various learning styles and needsCollaborated with a team of general educators, special educators, occupational therapists, speech-language pathologists, physical therapists, school psychologists, administrators, students and their families to develop and implement individualized education plans for studentsCommunicated with parents and teaching team members on a daily basis through email, phone calls, and in-person interactions as well as on a weekly basis through an electronic newsletter and website