Juan Dominick Willis Email & Phone Number

Boston, Massachusetts, United States

Portland, Oregon, United States

• Successfully supported implementation and maintenance of Epic systems for 200-member outpatient facilities in 30 states, resulting in increased efficiency and accuracy in patient care.
• Solved complex problems and takes a new perspective on existing solutions; exercised judgment based on the analysis of multiple sources of information (Epic Galaxy, internal documentation, and experience, working with.
• Collaborated in successful software implementations and attended go-lives while providing ongoing support for production maintenance and troubleshooting, implementing system updates, and ensuring minimal downtime and.
• Managed troubleshooting, issue tracking, and process improvement projects for systems through Jira and Epic Sherlock, resulting in swift resolution of technical issues and improved system performance.
• Required in-depth professional knowledge and practical/applied expertise in designated applications and basic knowledge of related disciplines within the broader professional field.
• On call support and member communication which included after-hours support.

Portland, Oregon

• Resolved incoming calls and Jira tickets from Collaborative members on a wide range of Epic issues
• Provided first level support for multiple areas including Printing and label issues, interface errors, Epic security issues, provider master file build and updates
• Managed issues from creation to resolution, providing frequent updates to members
• Utilized Change Management processes to load Epic updates and upgrades on a regular schedule for members
• Used Content Management and Data Courier extensively to ensure proper build migration
• Proficient in Chronicles import/export specifications and how to manipulate flat files and XML export spreadsheets via Excel to smoothly import and update data in bulk without issue, especially during implementations

Tualatin, Oregon, United States

• Monitoring client data feed for purposes of supporting various 340b entity programs.
• Maintaining inventory and replenishment product flow from wholesalers and drug manufacturers using data from many different client medical solutions (Epic, Cerner, HL7, etc.).
• Support maintenance of client data feeds from FQHC's, Hospitals, and Medical Groups, correcting errors with client data loads and diagnosing data integrity issues.
• Maintaining current records using detail-oriented data entry paired with many disparate resources including websites, Office of Pharmacy Affairs resources, multiple databases and spreadsheets of information, and client.
• Provides quick and concise answers for various questions requiring deep diving into client databases and data feeds.
• Elementary SQL query experience to facilitate detailed answers for unusual questions not covered by existing ready-made solutions.

Portland, Oregon, United States

• Provides first level information and order entry accurately for customers.
• Updates customer records with pertinent information: pets, prescriptions, address, and critical shipping information.
• Provides problem resolution on billing or shipment issues.
• Troubleshoots basic web order issues and clarify process for easy web reorders and auto-shipment.

Beaverton, Oregon, United States

• Assisted patients with scheduling refills, fulfilling first orders and triages.
• Provided medical and relevant emotional support to patients with ongoing chronic illnesses.
• Answered patient questions and transferred to Pharmacists whenever appropriate.
• Updated patient profiles and maintained pharmacy records.
• Extensive usage of database systems to both maintain current medical profiles and to ensure patient confidentiality.
• On the job training in preparation for CPhT national exam.

Hillsboro, Oregon, United States

• Provided technical customer support for inbound calls regarding accounts, outages, and other miscellaneous customer issues.
• Required to meet various stats and KPI's, including measurements of customer satisfaction, efficient call time, and time spent actively working.
• Related to customers on an emotional level to build bonds and rapport without compromising call and service efficiency.

Beaverton, Oregon, United States

• Provided technical support and empathy for inbound customers regarding personal computer issues.
• Assisted with various In-Warranty scenarios and support boundaries, with emphasis on providing a positive customer experience while assisting with technical support issues.
• Provided recommendations to products and services based on customer input.
• Processed sales of products and support options to ensure customer satisfaction.

Bowling Green, Kentucky, United States

• Provided customer service for Walgreen's clients and customers.
• Performed a large variety of duties all with organization and efficiency, including construction of store displays, resets of various product selections, unloading and placing of incoming product, ordering both store.
• Assisted customers uploading, formatting, and troubleshooting digital photographs and associated media.
• Provided recommendations on product purchasing based on customer input.
• Other associated duties including money handling, opening, and closing tasks.
• Maintained positive reviews throughout durations of position.

Bowling Green, Kentucky, United States

• Specialized in recommending technical products (hardware and software) to customers from diverse backgrounds and needs.
• Communicated product specifications and capabilities to customers and fellow employees.
• Retail functions such as cash handling, product maintenance, inventory management and ordering.
• Quick and efficient placement of incoming product for accurate display and ease of customer experience.