Championed comprehensive EHR implementation and superuser training, spearheading organizational policy enhancements and workflow optimizations aligned with HIPAA standards and SOPs. Led cross-functional teams in delivering unparalleled client support, fostering a culture of innovation and efficiency within the organization.Key Contributions:- Facilitated group training sessions, enhancing EHR proficiency and driving adoption rates.- Orchestrated end-to-end training processes, ensuring seamless implementation from kickoff to follow-up.- Delivered onsite classroom training, empowering users with advanced skills and best practices.- Managed project communication and documentation, providing transparent updates on project status.

Role Overview:Dedicated and customer-focused support professional with expertise in Electronic Health Record (EHR), Practice Management, and Billing software. Played a pivotal role in the end-to-end support and implementation process of Patagonia Health's EHR and Practice Management/Billing System. Committed to ensuring 100% customer reference ability, I prioritized collaborative problem-solving and exceptional service delivery. With a proactive attitude and innovative approach, I contributed to building strong client relationships and enhancing product usability.Support Responsibilities:- Provided prompt and comprehensive online technical support to address customer inquiries and resolve issues efficiently.- Contributed to the creation of knowledge base articles and monthly newsletters, sharing valuable insights and best practices with clients.- Demonstrated in-depth knowledge of Patagonia Health EHR/billing product to deliver informed support and guidance to customers.- Conducted online customer trainings and educational webinars to empower users and promote product adoption.Skills and Qualifications:- Proficient in Electronic Medical Records and Practice Management/Billing System, with a thorough understanding of healthcare software.- Proven track record in online customer support, resolving complex issues and delivering outstanding service.- Strong communication skills, both verbal and written, coupled with advanced computer proficiency.- Previous experience in medical practice, behavioral health agency, or public health department is advantageous, highlighting familiarity with healthcare workflows and processes.

Duke University Hospital Services 8/2020 to 3/2021LPN – DPC COVID Drive UpProvided exceptional nursing care in a dynamic environment, supporting patient care under the supervision of registered nurses and physicians during the COVID-19 pandemic. Collaborated with healthcare teams to optimize patient outcomes and contributed to continuous improvement initiatives.Key Responsibilities:- Delivered direct nursing care to patients, documenting responses and assisting in care modifications.- Collaborated with healthcare personnel to facilitate diagnostic procedures and optimize patient outcomes.- Evaluated nursing procedures and patient responses, contributing to continuous improvement initiatives.

►MY ROLE: I work in a client-facing role where I am responsible for managing a team of technicians and/or analysts and ensuring that all customers, external and internal, have an exemplary Amplion experience during the design, installation, and Go Live phases of a project. Actively manage the installation team in following proper processes to plan, design, install, and test projects of various sizes, scopes, and complexities. Also, Coordinate activities across departments necessary to achieve short-term objectives without significantly detracting from the long-term strategy of the company.#Supervised 5 technicians and enabled them to deliver an exemplary experience for internal and external customers.#Lead and manage the technical team to contribute to the planning and design phases of projects in addition to supporting Go-Live.#Lead process improvement activities or engage in projects as a member of larger initiatives.#Promote a culture of teamwork that supports the desired patient Safety goals, customer satisfaction, and employee experience►IMPACT:#Led groups of 5 Technicians that vastly improved the process of documentation of Installation of Facilities and converted from paper to an automated process.#Developed automated proceed project management for the Field Services team increasing productivity by 15% and decreasing missing or incorrect documentation by 25%.#Formalized orientation checklist so that all technicians would be taught and evaluated the same for needed skills for their positions.#Implemented the Inter-Functionality team that supported facilities Post Go-Live process to guarantee a successful Go-Live experience for the host hospitals.

►MY ROLE: I work in a client-facing role, providing onboarding training to new users in hospital settings. I lead system implementation and functionality testing, go-live training and support, and technical troubleshooting throughout the implementation lifecycle as a dedicated client-centric project manager. #Spearhead the implementation process for Nurse Call systems; create functional care management dashboards; serve as implementation team lead and manage a staff of 3; primary client point of contact.#Engage in all implementation milestones including testing, troubleshooting, training, user acceptance testing, sign-off, and final go-live readiness reporting.►IMPACT:#Led successful implementation of SSH Tri-Cities SSH (Select Specialty Hospital)#Implemented an entirely new 8-unit hospital without issues including the cross-functional training of all staff, Summit Regional Medical Center#Travelled from corporate HQ to Wilmington to manage clinical implementation issues for Select Medical Specialty Hospitals; recognized by Sr. VP & Chief Nursing Officer for high-level client service.

►MY ROLE: I spearheaded group training and EHR implementation as member of the executive team. I led train the trainer superuser training and development classroom training and designed and delivered curriculum including specialty areas checklists to support workflows changes and advanced user training. I led implementation of organization-wide policies and procedures based on best practice. I also optimized EHR workflows and developed security and privacy protocol in line with HIPAA and standard operating procedure (SOP).#Supervised and managed cross-functional staff of 70; trained clinical staff on the use of EHR, Dragon, and Meaningful Use platforms and tools; #Directed computer-based learning training to clinical staff and providers; delivered follow-up and ongoing maintenance support for security profiles, tables, and databases.►IMPACT:#Led groups of 15 Providers and 50 staff members during Allscripts PRO EHR implementations at primary care and specialty clinics; achieved 100% quality goals.#Directed the Beauregard OB/GYN Clinic launch, supporting EHR, practice management, Lab interface, and Patient Portal adoption for 4 clinical Providers and 2 NP’s; designed and set-up templates, order sets, daily workflows and integration of Dragon voice recognition software.#Directed Setup, Implementation and Go-Live of FollowMyHealth, PHREESIA for 8 clinics and provided support. #Directed monthly Managers meetings to help with clinic operations and the development of new and more effective workflows across all tools and platforms.

►MY ROLE: I Led training and implementation projects during A six-month contract. I worked with vendors and clients to schedule and complete lifecycle implementations. I also served as a subject matter expert (SME) for both EHR and Patient Portal implementations. I ran SQL queries on client servers to generate patient lists and troubleshot issues within the Patient Portal.#Managed a team of four; planned and implemented disaster recovery projects including the addition of 24-hour loop backup; trained clients in online and group classroom settings.Key Achievement:►IMPACT:#Led implementation and training for FollowMyHealthl to improve communication with patients.#Developed reports & new workflows to help qualify clinics for Meaningful Use. #Developed reports and trained clinic personnel to create the country’s first certified Patient-Centered Medical Home (PCMH) clinics.#Developed and interpreted reports to help document and qualify providers for PQRS resulting in 100% qualification following adjustments to workflows and order sets.

►MY ROLE: I investigated and resolved computer and hardware problems. I ran the telephone help desk and delivered classroom-based training and one-on-one course instruction. I also developed new EHR templates and workflows best practice and monitored key performance indicators (KPIs) and oversaw Meaningful Use milestone attainment. #Held responsibility for the PQRS analytic tool dashboard, tracked measured CQMs, and reported to results to multiple agencies to support quality incentives; managed three direct reports.►IMPACT:#Designed standardized care and customized training and conducted needs assessments to drive training focus. #Established all IT policies and security guidelines & developed a new disaster recovery protocol.

Provided formal and informal on the job training, classroom training, virtual training, computer based training and over the shoulder training, to support functional users requiring assistance in implementing, using, and integrating the Armed Forces Health Longitudinal Technology Application (AHLTA), Composite Health Care System (CHCS), Integrated Clinical Database (ICDB), MiCare (Patient Portal), and Essentris programs into the military medical clinical business process; Conduct business process reengineering activities within individual clinics, to include initial assessment, to-be recommendations, and training development and delivery of new processes; Provide records of training activities including: training needs assessments, training attendance records, OJT records and student critiques; Communicate effectively across the training team and with various stakeholders; Collect, organize and evaluate clinical, functional and training metrics. Assisted the end users by providing training on how to determine medical coding, information organization, clinical decision support, medical image processing, and organizational and sociological issues to help ensure completeness of electronic charting. Assisted with the training on the important of Security and confidentiality of the information within the EHR and understanding the ethical and legal issues related to electronic medical records.

►MY ROLE: I delivered customized builds for EHR implementation across seven clinics and assisted the Director in the operation and management of the clinics with a focus on IT. I created and delivered custom reporting to demonstrate quality compliance during quarterly and annual leadership meetings. #Demonstrated the value of the EHR functionality to key members of the hospital executive team and physician group providers; implemented continuous improvement based on user feedback; created training material and led training initiatives.►IMPACT:#Decreased the amount of data entry errors by 60% after developing new training on web interfaces.#Trained over 40 staff in the proper use of EHR and practice management systems.#Managed six projects including creation of training materials, project roadmap, milestones. And KPIs.#Established and maintained nursing and clinical competency tools and self-management support competency tools to evaluate the nursing skills of over 16 nursing staff.#Achieved all quality milestones during implementations.

Duties: Senior Advisor responsible for three Medical Clinics and an aid station for over 10,000 beneficiaries. Supervised and evaluated the medical training skill set for 60 Medics that includes: recertification of National Registry Emergency Medical Technician, Basic Life Support, and annual medical validation training. Managed subordinates daily mission to provide health care, preparation for The Joint Commission survey, and compliance with mandatory training. Responsible for preparing briefing charts, auxiliary information and collection of data and inputting into presentations utilizedfor weekly, monthly and semi-annual meetings to brief command teams. Developed, coordinatedand executed plans and procedure to enhance effectiveness of company programs duringStaff Assisted Visit (SAV) all programs received commendable ratings. Managed the use of IMPAC and Government Travel cards used throughout Area I to order supplies and authorize TDY expenditures. Prepared administrative policy, Standard Operating Procedure and implement instructions and command guidance for dissemination to clinical staff. Performed inspections of all training requirementsof the staff to ensure compliance with The Joint Commission; completed follow up assessment of changes to establish efficiency. Assigns work, established priorities, reviewed and accepted or rejected completed work, establishes performance standards, provides advice and guidance on work and administrative matters, provides training, and evaluates performance for a Medical Company that is responsible for clinical and tactical operations. Displayed thorough and comprehensive medical knowledge of regulations and policies with a vast knowledge of units mission, functions, capabilities, organizational structure and key personnel responsibilities to ensure the compliance with regulations, procedures and maintained priority of clinical and transition to hostilities missions.

• Managed 2500 nursing personnel and all inpatient sections to include Emergency Department• Created and executed business practice classes to train department managers in support of the organization strategic map and Business Operation, resulting in all departments decreasing budget expenditures by 15%.• Formulated the scenarios and assisted in developing three demanding table VIII testing lanes for Medical Education and Demonstration of Individual Competencies test for over 120 medics.• Integrated the collection of data, statistics, and information to evaluate for potential improvements in competency based training of medical personnel, which improved overall continuity of care. • Planned, established and implemented business practice classes for department managers, that helped to train new managers and as a refresher to help better manager the budgets and improve leadership and morale. • Coordinated with Directorate of Budget and Department of Human Resources to train MEDCEN managers to utilize best practices for a responsible fiscal and time management plan, which increased productivity and efficiency of patient care.• Presented clinical information for command team during department meetings that prioritized concerns and areas to improve patient outcome and discussed weekly goals.