HCLS Clinical Service Desk Lead Trainer

In this role, I manage 2 Healthcare Systems in the U.S. and originated a Clinical Service Desk in BC, Canada.• Deliver clinical expertise for 2 EMR systems, Epic and Cerner.• Lead 18 team members and trained on skills and best practices to increase confidence and productivity by 40% and achieve 100% employee retention.• Train on Cerner and built Epic Ambulatory applications.• Support over 25K external end-users to earn a 90% customer satisfaction rating.• Oversee 100… Show more In this role, I manage 2 Healthcare Systems in the U.S. and originated a Clinical Service Desk in BC, Canada.• Deliver clinical expertise for 2 EMR systems, Epic and Cerner.• Lead 18 team members and trained on skills and best practices to increase confidence and productivity by 40% and achieve 100% employee retention.• Train on Cerner and built Epic Ambulatory applications.• Support over 25K external end-users to earn a 90% customer satisfaction rating.• Oversee 100 analysts specialized in technical and clinical practice in the U.S., Mexico, and Canada.• Manage 4 projects simultaneously of multiple healthcare systems for Cerner applications and the current support model with an average timeline of 3 months per project.• Train on Cerner and other Electronic Medical Record platforms in groups of up to 20 audience members to improve positive learning outcomes by 30% to 40%.• Implement Go-Lives for Cerner and modernize systems to improve patient outcomes by 20%. Show less

In this role, I responded to 300 to 500 inquiries from end-users weekly through phone, email, and messaging to solve problems.• Assisted hospital and remote users with training regarding EMR applications.• Acted as Lead Clinical Trainer for continuing education and onboarding of new agents.• Led go-lives and knowledge transfer necessary to the desk.• Provisioned Cerner and built HNA for a short-term project.