Angelly Luciano
Bronx,NY
Summary
IT and EHR Analyst with over five years of experience in Epic systems optimization and implementation in healthcare settings. Successfully led Epic build projects and collaborated with cross-functional teams to enhance clinical workflows. Skilled in project coordination, end-user training, and designing EHR tools that improve operational efficiency and patient outcomes. Currently pursuing Epic certification and PMP credentials, demonstrating commitment to professional growth and excellence.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Analyst Information Technology EHR
NewYork-Presbyterian Hospital
New York, USA
12.2024 - Current
- Served as primary support contact for Epic end-users, managing complex tickets and root-cause analysis.
- Collaborated with clinical leadership to evaluate and redesign workflows in ambulatory and inpatient settings.
- Configured Epic modules to align with evolving clinical needs and regulatory standards.
- Participated in Epic upgrades, ensuring thorough documentation, testing protocols, and go-live activities.
- Mentored junior staff on resolving escalated issues and adhering to documentation standards.
- Coordinated project initiatives related to EHR, ensuring timely delivery and stakeholder satisfaction.
- Resolved system navigation and workflow issues, minimizing disruptions and enhancing user efficiency.
IT Analyst II
NewYork-Presbyterian Hospital
New York, USA
02.2020 - 12.2024
- Optimized clinical systems through leadership during Epic Go-Lives while collaborating with HR, IT, and clinical operations.
- Led testing and build reviews for clinical applications, focusing on patient safety and evidence-based practices.
- Managed IT change meetings while delivering consistent updates to senior leadership and stakeholders.
- Acted as liaison among InfoSec, ITPMO, and EHR stakeholders for policy alignment and secure implementations.
- Delivered innovative solutions for resolving technical issues to maintain operational continuity.
- Streamlined business processes with the development and implementation of tailored IT solutions.
- Identified system performance bottlenecks and executed optimization strategies effectively.
- Trained end-users on newly deployed systems to ensure proficient use.
IT Analyst I
NewYork-Presbyterian Hospital
New York, USA
04.2019 - 02.2020
- Deployed over 4,000 devices for Epic TDR at New York Presbyterian, Weill Cornell Medical Practice, and Columbia University.
- Provided pre-go-live support to ensure readiness of workstations, printers, and wireless access.
- Trained clinical staff on effective device operation and integration into Epic workflows.
- Resolved technical issues with innovative solutions to improve user experience.
- Monitored system performance to optimize processes and eliminate bottlenecks.
- Oversaw installation of updated software and custom application packages.
- Collaborated with team members to efficiently meet project deadlines.
- Created detailed project plans with regular status updates for management.
Access & Scheduling Center Supervisor
NewYork-Presbyterian Hospital
New York, USA
01.2018 - 04.2019
- Supervised a team of 40 union staff members, handling training, scheduling, coaching, and HR compliance.
- Worked closely with other teams to ensure front-end workflows matched back-end appointment templates and logic.
- Used Kronos for timekeeping, and led onboarding initiatives for new hires.
- Created incentives for employees who achieved high performance standards.
- Investigated difficult or complex inquiries from customers.
- Analyzed customer feedback data to identify trends in customer service issues.
- Documented changes made within the department as part of continuous improvement efforts.
- Implemented strategies to improve customer satisfaction levels.
- Participated in hiring interviews and selection process for new team members.
- Monitored calls for quality assurance purposes.
- Resolved escalated customer complaints in a timely manner.
- Provided guidance, training, coaching and mentoring to call center team members.
- Developed processes and systems to improve efficiency within the department.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Implemented changes to workflows and scripts based on customer feedback and analysis.
- Monitored call recordings to identify areas for improvement and compliance with protocols.
- Developed and monitored key performance indicators to assess team productivity.
- Delivered constructive call process feedback.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Prepared reports on team performance, customer feedback, and operational metrics for senior management.
- Collaborated with other departments to streamline processes and improve service delivery.
- Managed budget for call center operations, including forecasting and cost control.
- Ensured compliance with company policies and regulatory requirements within the call center.
- Developed incentive programs to motivate staff and increase team performance.
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Coached staff on strategies to enhance performance and improve customer relations.
- Mentored newly hired employees by explaining tactics for building sales pipelines.
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
- Recruited and trained new employees to meet job requirements.
- Managed escalated customer complaints, ensuring timely and effective resolution.
- Conducted performance reviews of call center staff and documented results.
Access & Scheduling Center | PFA
New York Presbyterian
New York
05.2004 - 01.2018
- Served as the primary contact for patients, delivering exceptional customer service in a high-pressure healthcare setting.
- Scheduled appointments and coordinated follow-ups with precision, ensuring accurate documentation in the hospital's EMR system.
- Resolved patient inquiries regarding billing, insurance, and services, escalating complex cases when necessary while maintaining professionalism.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Updated customer accounts, addresses and contact information within call management databases.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Attended regular training sessions on updates and changes within the industry or organization.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Offered resolutions to de-escalate calls and solve customer issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
MBA - Project Management
Ashford University
San Diego, CA10-2020
Bachelor of Science - Health Service Administration
Lehman College
Bronx, NY06-2017
Associate of Arts - Liberal Arts
Bronx Community College
Bronx, NY06-2015
Skills
- Epic Modules: Ambulatory, Inpatient, and Epicare
- Epic EHR printing issues
- Workflow optimization
- User training
- Cross-functional stakeholder engagement
- HIPAA, Joint Commission, security, and privacy policies
- Soarian, Cisco, Kronos, Allscripts, Eagle Gold
- Frameworks: PMBOK, ITIL
- communication
- Soft skills: team leadership
- Clinical collaboration
- System troubleshooting
- Project management
- Regulatory compliance
- Workflow optimization
- User training
- Team collaboration
- Customer service
- Performance monitoring
- Data analysis
- Technical support
- Communication skills
- Problem solving
- Change management
- Documentation standards
- Analytical problem solving
- Process improvements
- Information gathering
- Incident reporting
- Data interpretation
- Decision-making
- Machine learning
- Policy improvements
- Data visualization tools
- Analytical thinking
- Verbal and written communication
- MS Excel
- SQL and databases
- InfoSec
- Workflow Analysis
- Compliance analysis
- KPI analysis
Languages
Spanish
Professional
Certification
- Currently working on last Module Amb 400 to obtain Epic Ambulatory certificate
References
References available upon request.
Timeline
Analyst Information Technology EHR
NewYork-Presbyterian Hospital
12.2024 - Current
IT Analyst II
NewYork-Presbyterian Hospital
02.2020 - 12.2024
IT Analyst I
NewYork-Presbyterian Hospital
04.2019 - 02.2020
Access & Scheduling Center Supervisor
NewYork-Presbyterian Hospital
01.2018 - 04.2019
Access & Scheduling Center | PFA
New York Presbyterian
05.2004 - 01.2018
MBA - Project Management
Ashford University
Bachelor of Science - Health Service Administration
Lehman College
Associate of Arts - Liberal Arts
Bronx Community College
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