Lori Lochbaum Email & Phone Number

United States

Pittsburgh, Pennsylvania, United States

Continued all roles of previous position for UPMC Central Pa. Played an integral role in the integration of regional Help Desks -Central Pa and Western Maryland- into the corporate Help Desk.

Harrisburg, Pennsylvania Area

Responsible for a regional Help Desk supporting 7 hospitals and 200+ ambulatory offices with over 12,000 employees plus affiliated providers, practices, and contractors. Directly managed the IT Service Desk running 24x7/365. Provided liaison activity between the user community (customers, staff, physicians, administrations) and IT in support of.

Hanover, PA

• Responsible for managing and upgrading the ambulatory Electronic Medical Records system for three community physician practices. Charged with decommissioning seven physician EMR systems and managing/removing services.
• Upgraded eClinicalWorks EMR to version 11
• Coordinated extensive testing validation of EMR data for the migration from eClinicalWorks to EPIC for five physician practices
• Worked closely with internal and external data teams to identify and resolve issues with data migration and mapping
• Coordinated and trained chart abstraction sessions with Community Connect sites prior to EPIC go-live
• Provided two weeks of on-site go-live EPIC support for office clinicians and providers

Hanover, Pennsylvania, United States

• Responsible for managing, implementing, and upgrading the ambulatory Electronic Medical Records system and Electronic Health Exchange for Hanover Hospital's Express Care centers, medical group practices, and affiliated.
• Achieved 98% customer satisfaction with support staff
• Implemented Interface for sending Hospital Departmental Reports to community eEHX
• Enhanced our training program to include Practice Manager Forums and videos
• On-boarded new practices to our community of eCW practices
• Attested providers to Meaningful Use Stage 1 & 2

Hanover, Pennsylvania, United States

• Directly report to the CIO/Security Officer and responsible for the creation and deployment of IT security policies, standards and best practices to ensure information security across the enterprise. Chair the.
• Implemented Encryption of laptops, USB devices, DVD's
• Implemented On-line Bill Pay
• Achieved PCI Certification
• Created 8 New Security Policies
• Conducted Clinical Community Security Education Seminars

• Responsible for a team of web developers and quality assurance associates responsible for coding, testing and deploying compelling web site solutions for six e-commerce web sites. Managed multiple short and medium-term.
• Reduced software bugs moving into Production by 14%
• Formalized QA testing matrix and created improved test cases
• Prepared management reporting for QA metrics with regard to bug tracking and code publishing trends

• Charged with creating HDI's first formal security department to strengthen security processes, reduce vulnerabilities, and prevent breaches. Developed security center website and educated the user community about.
• Led 2 ½ year project to successfully obtain PCI (Payment Card Industry) certification for HDI as a Level 1 Service Provider
• Developed 16 corporate security policies (e.g., Systems Use, Incident Response, Sensitive Information, Encryption, Server Security, Firewall Security, etc…)
• Created 10+ IT departmental security policies (e.g. Security Patching, Key Management, User Account, etc…) as well as enforced and audited their compliance
• Oversaw the selection of vendors, tools and security services and managed the relationships with security services providers for intrusion detection and external vulnerability scanning
• Provided lead support for virus, spyware, and malware detection and prevention

• Directed the activities of the corporate Help Desk and Desktop Support departments for over 3000 internal customers and various external hosted clients. Analyzed and reported on problem resolution, service level.
• Maintained initial call resolution > 75%
• Maintained abandon rate < 8%
• Implemented Customer Satisfaction Survey benchmarking for IT

• Analyzed and reported Help Desk statistics and I.T. problem resolution. Responsible for problem escalation and change management. Created opportunities to promote the Help Desk including a monthly, corporate wide.
• Increased Help Desk resolution rate by nearly 30%
• Decreased abandon rate by 10% through the improvement of procedures and enhancement of technology and automation