ADRIENNE BIRES

• Streamlined onboarding processes for new hires, accelerating their integration into job roles.
• Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
• Evaluated training needs to improve training quality.
• Oversaw day-to-day functions of training department.
• Coordinated training for new hires to impart information about company policies, requirements and performance strategies while maintaining excellent customer service
• Developed and implemented lesson plans and teaching aids such as reference materials and videos.
• Arranged meeting spaces and supporting materials for each class.
• Handled customer inquiries and suggestions courteously and professionally.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Offered advice and customer service assistance to customers, paying attention to special needs or wants.
• Developed rapport with customers through active listening skills, leading to higher patient satisfaction and positive feedback from clients.

• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
• Improved business processes by analyzing current practices and recommending optimization strategies.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Escalated issues efficiently, finding satisfactory resolutions for both customers and the company alike.
• Participated in team meetings and training sessions to stay informed about product updates and changes.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Met project deadlines without sacrificing build quality or workplace safety.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the daily office and engagement process.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.

Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

• Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
• Identified plans and resources required to meet project goals and objectives.
• Provided overall shift responsibility for over four hundred go-live associates.
• Provided leadership as CCC at Eureka Hospital, while maintaining visual connectivity to the additional four No. CA. facilities simultaneously.
• Coordinated build out of five different CCs and facility selection, lay out for workspace, and equipment acquisition and installation.
• Led CC planning activities from affiliate site in Orange County, CA.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Provided detailed project status updates to stakeholders and executive management.
• Facilitated the development and the day-to -day logistic operations for Northern California facility, Eureka Hospital.
• Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and implemented phases for Epic InPatient and Ambulatory projects.
• Created project charter and scope documents for Epic My BedSide Charting initiative which my team brought live.
• Managed Radiant and PACS teams while facility implemented Epic. Integrated PACS and Mosaiq into Epic.
• Managed Epic lab team as we interfaced SunQuest lab system into our Epic system.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Delivered exceptional customer service and satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the Epic implementation.
• Provided detailed project status updates to stakeholders and executive management to ensure exceptional customer service to my client.

• Supported the Defense HealthCare Management System Modernization (DHMSM) project with initial deployment of MHS Genesis, for the Military Health System.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
• Achieved project deadlines by coordinating with contractors to manage performance.
• Identified plans and resources required to meet project goals and objectives.
• Collaborated closely with senior military management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall adoption.
• Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
• Provided detailed project status updates to stakeholders and executive management.
• Developed and initiated projects, managed costs, and monitored performance.
• Facilitated and attended Current State Assessment Meetings, attended daily debriefs, hot wash activities and provided daily activities reports to the Government Project Engagement Support Lead, demonstrating prompt and accurate customer service while maintaining project interdependencies.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks prior to deployment.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Managed over three hundred colleagues and client staff for successful multi-facility Cerner go-live for Intermountain Health (IH)
• Planned, designed, and scheduled phases for large projects.
• Responsible for project plan adherence, current timetables and on time project delivery.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Managed projects from procurement to commission.
• Worked directly with stakeholders and subject matter experts to provide excellent customer services skills while addressing change,
• Developed and implemented project plans and budgets to ensure successful execution.
• Actively listened to customers, handled concerns quickly and escalated major issues.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Educated customers about billing, payment processing and support policies and procedures.
• Increased efficiency and team productivity by promoting operational best practices.

• Managed project team to implement Epic Care IP at Akron General Hospital, a Cleveland Clinic acquired facility.
• Developed succession planning strategies to ensure continuity of leadership within the team and facilitate smooth transitions during organizational changes.
• Assisted in recruitment and hiring of new Epic team members specializing in build and design.
• Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
• Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations during acquisition process.
• Mentored and guided employees to foster proper completion of assigned duties.
• Promoted high standards through personal example to help each member understand expected behaviors and standards.

• Demonstrated strong organizational and time management skills while managing multiple projects.
• Managed Clinical Applications team and build team for EpicCare Radiant, Willow, Beacon Oncology, OpTime/Anesthesia and all hospital outpatient departments (HOD) applications for their affiliate hospital, Alton Medical Center.
• Managed successful migrations to new platforms, minimizing disruptions to end users.
• Championed change initiatives within the organization by advocating for Application Management best practices that improve operational efficiency.
• Communicated regularly with customers concerning data exchange and technology integration.
• Facilitated meetings with managers, providers and Project Management Office (PMO) to determine and refine project scope, risks, and milestones over the course of the project.
• Experienced with lab interfacing, installation and planning, including configuration of label printing and device placement.
• Facilitated technical dress rehearsal (TDR) activities including: imaging, deploying, complete system configuration, printer and hardware testing.
• Utilized Epic's TDR tools in developing/modifying scripts to capture unique build, workflow and equipment.

• Assessed and evaluated the existing (MU) program for adherence to regulatory compliance.
• Assessed (MU) program timeline for attestation readiness.
• Measured variances from predicted outcomes and implemented corrective action, as needed.
• Provided risk stratification reports for the EP's to demonstrate the ability to achieve (MU) and to maintain sustainability throughout the initial five-year CMS mandated program.
• Established trust with key stakeholders and EP's through transparent communication practices as we strived to achieve (MU).

• Facilitated change management initiatives, helping organizations adapt smoothly to new systems and processes.
• Achieved Stage One MU for my client.
• Delivered exceptional presentations for C-level executives, showcasing project progress and results.
• Supervised MU specific operations assessment and gap analysis; MU report validation, compliance readiness: change management and team building.
• Conducted roadshow presentations for stakeholders, providers, executives and workgroups.

• Streamlined process workflows by identifying inefficiencies and implementing corrective actions as we prepared both facilities to implement Epic.
• Collaborated with organizational stakeholders to align process improvement initiatives with strategic objectives.
• Gathered input from employees at all levels of the organization to gain a comprehensive understanding of existing problems.
• Spearheaded change management efforts to ensure smooth adoption of new processes and technologies across the organization.
• Benchmarked industry best practices to identify opportunities for competitive advantage within the organization''s processes.