Responsible for customer success management and support while being the voice of the customer to the internal teams ensuring timely resolution of issues. Includes responsibility for several health systems that have outsourced their IT and EMR application support to the firm. Focused on deepening customer relationships and service expansion. Liaise between the customer and the Service Desk Support Center and Tier 2 (advanced application) analysts. Work closely with leadership to ensure operational efficiency to meet and exceed customer expectations.• Create monthly progress reports for all customers, including executive summary and SLA metrics. Requires advanced skill with Microsoft Excel and working with several reports including Ring Central and InContact application.• Creates presentations and Performs Quarterly Business Reviews for each customer focused on quarterly metrics and technology roadmaps• Monitor SLA metrics and KPIs; Collaborate with the Service Desk Manager and Director, Training Manager, and Account Director to improve efficiency to ensure metrics are being met, creating ideas for improvement as needed.• Responsibility and the main point of contact for all escalation issues, including downtimes, outages, planned and unplanned events for all customers.• Contribute to Statement of Work (SOW) for new customers, creating language in metrics statements that allow for flexibility and feasibility to obtain the SLA goal.• Create and modify internal/external support documentation, increasing team skillsets and First Call Resolution (FCR).• Ensure internal support documentation is up to date with relevant information, and communicate back to the customer on the approach that has been taken to ensure mitigation plans are in place and training or coaching has been done. • Delegate tasks and work with analysts assigned to each customer to ensure process changes, known issues, and updated documentation is communicated.

Responsible for oprations and support while being the voice of the customer to the internal teams ensuring timely resolution of issues. Includes responsibility for several customers including health systems that have outsourced their IT and EMR/Epic application support to the firm. Provide responsibility to liaise between the customer and the Service Desk Support Center and Tier 2 (advanced application) analysts. Work closely with leadership to ensure operational efficiency to meet and exceed customer expectations.• Create monthly progress reports for all customers, including executive summary and SLA metrics. Requires advanced skill with Microsoft Excel and working with several reports including Ring Central and InContact application.• Monitor SLA metrics and KPIs; Collaborate with the Service Desk Manager and Director, Training Manager, and Account Director to improve efficiency to ensure metrics are being met, creating ideas for improvement as needed.• Responsibility and the main point of contact for all escalation issues, including downtimes, outages, planned and unplanned events for all customers.• Contribute to Statement of Work (SOW) for new customers, creating language in metrics statements that allow for flexibility and feasibility to obtain the SLA goal.• Create and modify internal/external support documentation, increasing team skillsets and First Call Resolution (FCR).• Handle all escalations from customers and relay them to the supervisors for coaching and training. Ensure internal support documentation is up to date with relevant information, and communicate back to the customer on the approach that has been taken to ensure mitigation plans are in place and training or coaching has been done. • Delegate tasks and work with analysts assigned to each customer to ensure process changes, known issues, and updated documentation is communicated.

Manage daily operations, which include design, enhancement, support, and maintenance of EHR and adherence to all service level agreements (SLAs). Identify, communicate, and implement process and procedure improvements across all areas. Provide leadership in conducting system analysis, implementation, testing, and validation of project deliverables.- Manage a staff of 12 Analysts to support code upgrades by delegating assignments to team members and conserving resources at risk of transfer to a designated testing team. Accountable for testing results and capacity planning.- Foster productive and trusting relationships while building strong working rapport with business stakeholders by serving as a consultant to gather requirements of business proposals and translate them into technical specifications.- Refine workflow and implement technical changes to mitigate the risk of patient safety events by analyzing risk management reports, resulting in time savings for the department in implementing technical changes.- Maximize team strengths by mentoring teams with training, team-building exercises, coaching, and collaboration.- Establish process development strategies for national standard operating procedures by developing support documentation, policies, protocols, and best practices.- Outstanding skills in working in technical roles with the proven ability to evaluate customer's business challenges, collaboratively proposing solutions with well-defined outcomes to ensure predictable and successful solution delivery.

- Collaborated with other departments to expand technical knowledge skillset and improve support model. Obtained significant knowledge of EHR applications and expanded technical skills. Improved problem-solving skills, incident resolution times, and customer service by mentoring and providing training to the team on EHR application. - Resolved customer issues and restored services within defined SLA by using incident management processes for technology application issues. Completed routine technical application tasks via request management.

Built, designed, maintained, and provided technical support of eClinicalWorks EHR application through software development life cycle. Investigated and resolved information systems issues while restoring business continuity. Developed policies, protocols, and user documentation for go-live and end-user support. Managed multiple IT projects with conflicting priorities.- Performed Tier 2 support of information technology application issues. Completed routine tasks via request management practices, meeting service level agreements, and delivering immediate value to customers.- Continued to learn emerging technologies and their value to customers while navigating multi-layered business units.

Managed multiple projects to improve the staff and physician leadership workflows. Scheduled client appointments for a team of 30 physicians. Performed EHR support, training, troubleshooting of issues, and optimization of usability.- Led projects for Patient-Centered Medical Home (PCMH) and designed best practices to support existing partners.- Implemented Meaningful Use Stage 1 measurements resulting in meeting compliance requirement.

- Facilitated Front Desk maintenance- Undertook Patient File maintenance- Performed Insurance Verification- Prepared Health Screening patients for diagnostic testing