Gwen Phillips Email and Phone Number

* Manage 36 IS Service Desk Analysts responsible for supporting all campus locations.* Develop and mature Incident Management processes and call center operations.* Provide data and reporting of key performance indicators and trends.* Identify opportunities to promote self-service and automate manual processes. * Supervise development, maintenance, and storage of knowledge base articles.* Establish staffing plans and budget forecasts.* Create and maintain policies and standard operating procedures.

* Provided leadership and support to identify and implement continual service improvement.* Evaluated and facilitated improvement initiatives throughout the health system.* Developed scorecards and information dashboards to publish key performance indicators.* Analyzed service disruptions, compiled metrics, and identified opportunities for improvement.* Collaborated with Office of Cyber Security and Internal Audit to manage corrective action plans.* Managed policy development life cycle for the IS department.

* Managed seven Field Support Technicians responsible for supporting all campus locations.* Developed processes for supporting network services, voice services and end user computing.* Provided recommendations for future strategy, objectives, and goals for leadership.* Evaluated stakeholder needs and proposed solutions to optimize business processes. * Managed project communications, change control, and resources to meet timeline and budget.* Completed annual fiscal year planning and budget activities.

* Managed optimization of Cerner Millennium electronic medical record at all campus locations.* Managed deployment of Cerner Patient Portal at all campus locations.* Managed deployment of Nuance Dragon Dictation software at all campus locations.* Managed all phases of the system development life cycle.* Supervised five Analysts and six Consultants.* Mentored four Summer Associates participating in the UPMC IS Internship Program.

* Managed deployment of Epic MyChart patient portal across the UPMC enterprise.* Collaborated with the University of Pittsburgh Diabetes Institute and the US Air Force Surgeon General’s Office to develop solutions that improve outcomes for patients with chronic conditions.* Evaluated consumer needs and implemented solutions to and promote service excellence.* Managed all phases of the software development life cycle.* Developed comprehensive documentation for processes, policies, procedures, and templates. * Supervised two Analysts, three Consultants, and four Interns from Carnegie Mellon University.* Administered Innotas project portfolio management system.

* Served as web developer on the Western PA Hospital Intranet Subcommittee.* Administered HeartLab and WITT Biomedical Cardiology Information Systems.* Administered CAOS and MUSE Cardiology Information Systems.* Administered ATLAS Abstracting Information System.* Administered ORSOS Surgical Information System.* Administered StemLab Stem Cell Laboratory Information System.

* Applied advanced level analysis used to promote quality and cost effective patient care.* Maintained databases and identified aberrant data between multiple information systems.* Developed and maintained advanced tracking systems used to provide statistical analysis.* Administered Softmed ClinTrak Case Management Information System. * Designed custom reports using multiple report writing languages.* Coordinated data management and analysis activities for regulatory agency reporting.* Led research and resolution of errors identified by PA Health Care Cost Containment Council. * Served as chairperson of the Western PA Hospital Confidentiality Subcommittee.* Instructed advanced level classes for all applications in Microsoft Office Suite.

* Managed project schedules, risks, change control, resource planning and communications.* Evaluated stakeholder needs and proposed solutions to integrate and optimize processes.* Developed and deployed IT solutions designed to meet stakeholder needs.* Administered GE Centricity Perioperative Surgical Information System.* Administered Olympus Endoworks Endoscopy Lab Information System.* Administered AICE Millennium ICPA Infection Control Information System.* Monitored and maintained multiple servers and related peripheral equipment.* Compiled CSV files with data mapping for HL7 Interfaces.* Developed custom reports and dashboards for tracking key metrics.* Developed Microsoft Access databases for statistical analysis and benchmarking.* Created, documented and updated operational policies and procedures.* Maintained charge description master files.* Assisted hospital billing department with researching and resolving errors.* Instructed classes on all software applications utilized in the surgical services department.