Pam Peterson Email & Phone Number

Houston, Texas Area

Business and clinical process expert who facilitates IT staff and business groups’ success in patient technology solution delivery. Analyzing problems to generate effective solutions used in the patient facing PreCare pre-registration website that gives new patients the ability to expedite the referral and appointment scheduling process. All patients regardless of referral path are able to efficiently expedite the process of becoming a patient at the facility achieving a primary goal of MD Anderson Cancer Center. + Work closely with clinic customers to assess, develop and document correct, complete, and concise business requirements utilizing best practices methodologies recommending appropriate functional and process enhancements which fit the PreCare model. + Manage software testing and writes process-oriented test plans and test scenarios with measurable success/failure outcomes utilizing best practice software testing techniques. Analyzes and communicates test results effectively and promptly. Organize and run execution-based walkthroughs. Work closely with the QA and development teams to ensure the quality of the technology solution by testing and communicating functional/quality issues providing test results for issue resolution.+ Assist in the integration activities and “Go Live” with clinic Care Centers to ensure the successful implementation and support of project efforts.

Team lead in all aspects of planning and development for each new software version from road map to release (GA). Monitored project progress by tracking activity, resolving problems, publishing progress reports and recommending actions promoting a quality product release.+ Ensured business functional requirements and workflows translated into meaningful requirements accurately coded by development team by serving as Subject Matter Expert and Liaison to customer community, development, and support teams, collaborating and interpreting business and functional needs.+ Utilized knowledge and skills to address business challenges to improve efficiency and decision making, reduce redundancy, and enhance business results.+ Produced stable quality release by participating in all sprint activities and maintaining open communication with the design team. Utilized Agile Scrum methodology with VersionOne, composing accurate detailed requirements while prioritizing epics, user stories and product backlog.+ Promoted continued customer satisfaction, while maintaining product vision and company goals, by continuously analyzing enhancement requests for need, frequency of request, and financial impact.+ Developed an efficient, one stop access to all product release information (including resources for education, sales and support) by creating and maintaining internal product page using SharePoint.

Implemented, developed, and facilitated product training to existing and new employees. Applied latest training techniques to varied training methods including hands-on, live and web based sessions. Assessed educational needs to improve individual and organizational performance by enhancing their product knowledge and skills.+ Provided accurate product knowledge transfers by developing and maintaining training materials including documentation and web based classes.+ Produced successful knowledge transfers by continually assessing training needs through surveys, interviews with employees, focus groups or consultation with managers, instructors and customer representatives.+ Maintained corporate and educational standard of excellence by coordinating and participating in training events, including on-boarding, User Acceptance Testing (UAT) and release training.+ Significantly improved individual product knowledge retention for sales, support, training and product delivery teams by conducting specific, focus based product training when new products were launched.+ Reduced support calls by validating accuracy and content as subject matter expert and reviewer of customer product training curriculums.

Managed training and implementation of practice management software in strategic market, including Community Health Clinics, Rural Health Clinics (RHC) and Federally Qualified Health Centers (FQHC). Large multi-specialty implementations with contracts ranging from $200K – $900K with average contract billable hours ranging from 250 – 800 hours+ Produced qualified users, who required minimal customer support and maintained customer satisfaction, while managing and training multiple implementations simultaneously on a complex product.+ Coordinated and led project management activities in conjunction with clinic administration and corporate staff throughout the implementation process.+ Consistently exceeded company goals for billable hours and customer satisfaction while managing and implementing multiple customer sites concurrently.+ Sustained consistent customer revenue generation through successful revenue cycle management by maintaining a working up-to-date knowledge of Government / State rules and regulations.+ Maintained a consistent level of product knowledge in existing customer base with development and delivery of standardized continuing education tools.+ Reduced the need for additional support staff by assisting in support of large customer base troubleshooting variety of issues related to software, hardware and operating systems including Unix and Windows.