As a support analyst, I provide tier 1 & 2 helpdesk tech support to support our clients in the healthcare industry including hospitals, urgent cares, private practices, clinics and hospital systems. In my role, I serve as the primary point of contact between the company and our clients as I triage issues to the appropriate tiers (e.g., Client Success, Analytics, Product Development, Interface and/or R&D.) This support is provided via client-facing tickets, overnight support or e-mail. I oversee the support inbox, overnight support and spearhead our weekly status meetings. I conduct rigorous testing of our system for the purposes of troubleshooting, deploys or updates. I oversee the internal ticket boards, track system bugs and updates and relay this information to our clients en masse. I maintain a constant relationship with our Development Departments, Interface Departments and R&D Departments to stay abreast of schedule management, maintenance and system upgrades at all times. We are a fully web-based software company.

As an apps analyst, I was responsible for the Electronic Medical Records (EMR) functionality, testing, building and workflow analysis. I assisted with the training of core users as needed. I maintained a close relationship with the business analysts, super users, hospital staff and satellite IT teams regarding training and ongoing projects. I served as a liaison between outside vendor support and Ernest Health’s hospital base. I assisted with the roll-out of clinical applications as go-live support. I partnered with facility leaders, medical leads and IT staff regularly for maintenance meetings, technical documentation and upgrades for the hospital systems. I developed and delivered training materials to core users to include both online and classroom-based training. I frequently participated in 24/7 on-call rotation, and other duties as assigned. I scheduled application updates/enhancements, created documentation based on those updates and scheduled end user training on these updates.

I supported, tested and created training documentation for the employees of the Revenue Cycle Management Division for the PFS employees. Daily, I monitored the integrity of these systems to anticipate abnormalities and resolve potential issues. Providing 1st tier technical assistance, I identified system-related issues from PFS employees (via the help desk,) documented feedback and escalated higher-tiered issues for resolution. I made appropriate recommendations to employees by providing consultation as a technical resource. I proactively managed planned upgrades and informed those who would be impacted to ensure systems remained optimized.

I was responsible for the planning, development, testing, implementation and maintenance of all hospital systems that encompassed the Computerized Physician Order Entry (CPOE) Systems for our clients (mostly rural hospitals) all over the country. I maintained system optimization to meet Meaningful Use and JCAHO compliance standards at each site. I met with CFOs, CEOs and other executives to abreast them of each stage of implementation. I held on-site presentations for doctors, nurses, ancillary and end users. I orchestrated the implementation team as well as provided product-training during the implementation process. I continued in-house technical support during post implementation (by collecting, researching and analyzing data) in an effort to maintain a positive and functioning relationship between the medical staff for the best user experience.