Stephanie Parnell Email & Phone Number

Chapel Hill, Nc, Us

Raleigh, Nc, Us

Raleigh, Nc, Us

Raleigh, Nc, Us

Receive and triage Epic and technical support calls to the Service Desk, addressing the needs of the customer in a professional and courteous manner, recognizing the clinical environment and the need to provide excellent patient care. Team goals include first call resolution and call efficiency. Utilizes knowledge of Epic and healthcare workflows, instructs customer in activities to assist in identification, prioritization and resolution of application issues. Utilizes service desk ticketing system to record resolution of issues or effectively collect pertinent details and document troubleshooting steps taken in order to escalate tickets.* Achieved a fiscal YTD average First Call Resolution (FCR) rate of 59% by resolving customer’s issue / problem / request with the customer on the phone* Performance towards Service Desk FCR helped achieve a 45% Service Desk Resolution average calculated as Service Desk incidents, requests, and tasks / total for same handled by Information Services* Maintained a YTD average Customer Satisfaction Survey score of 94% Very Satisfied / Satisfied rating from Call Record surveys* Contributed 457 knowledgebase articles helping to improve both First Call Resolution and Service Desk Resolution rates * Played a key role in WakeMed’s launch of ServiceNow as the main point-of-contact on the Service Desk for workflow of incident / Request / Knowledge process design, implementation, and training. Continued role as knowledge owner / administrator developing process for knowledge input, maintenance, and retirement.

Raleigh, Nc, Us

Provided outstanding customer service and technical support in a blended phone and email service desk environment. Served as primary contact within the organization for hardware and software problem resolution on personal computers and hospital systems. Provided information to customers, distributed problems to appropriate Information Services personnel, monitored requests to ensure completion and evaluated customer satisfaction. * Established and maintained the single Knowledge Base for the team, and entire IS department. This knowledge base supplies a quick assignment guide, tips and tricks, process protocols, and other necessary and beneficial information to IS.* Provided and assisted the Epic Service Desk staff with training and integrating with the Technical Service Desk. This additional training ensured that the expansion of the overall Service Desk for WakeMed could be accomplished with less impact and faster response time for the customer base.

Raleigh, Nc, Us

Provided clerical support for the Med/Surg unit by processing and disseminating information; interpreting and transcribing physicians' orders; and by performing receptionist and typing duties. Responsible for the organization and completeness of the patient's medical record while the patient record is on the unit. Average coverage of 32 hours a month.* Utilizing knowledge from my primary role as a discharge specialist, assisted evening and weekend staff to expedite patient discharges, transport, and establish services for the patient upon discharge.

Raleigh, Nc, Us

Under the direction of the Case Manager, responsible for implementing discharge/transition services; worked with others on the interdisciplinary team and external post discharge providers, to obtain services and supplies for patients and families in preparation for discharge/transfer.* Assisted with establishing and defining this new role, pertaining to best use for the Cary Case Management department.* Helped to maintain, and establish, communication between the various clinical departments, hospitalists, and other services at WakeMed Cary for the benefit of seamless patient care and interdepartmental relationships.

Raleigh, Nc, Us

Provided outstanding customer service and technical support in a blended phone and email service desk environment. Serve as primary contact within the organization for hardware and software problem resolution on personal computers and hospital systems. Provide information to customers, distribute problems to appropriate Information Services personnel, monitor requests to ensure completion and evaluate customer satisfaction. * Maintained existing Service Desk knowledgebase.* Assisted with WakeMed’s Windows XP upgrade and the Telecom upgrade to 5 digit dialing.

Raleigh, Nc, Us

Film management, assisting physicians and ambulatory offices with obtaining and viewing film, release of films using proper protocols, manual copying of film.

Associate Of Arts - Aa

Education record

Pastoral Studies/Counseling

Education record