Annie Delabano
Terrell,Texas
Summary
Innovative Customer Service Professional with 15 years of Healthcare IS Support; a driven leader with excellent communication and people skills; a strong emphasis in Healthcare and Helpdesk/Technology Support. Proven history of success in improving performance and cultivating productivity in challenging environments. Solid ability to quickly assimilate innovative technologies and concepts to meet the demands of dynamic environments and customer satisfaction. Attentive and personable Professional bringing 22 years of administrative support experience in various office environments. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
22
22
years of professional experience
Work History
Assistant Office Manager
Ray W. Ng, D.P.M., P.A.
12.2019 - Current
- Transferred and directed phone calls, guests, and mail to correct staff members.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Offered technical support and troubleshot issues to enhance office productivity.
- Called and faxed pharmacies to submit prescriptions and refills.
- Spearheaded and implemented new projects to expand scope of engagement.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Communicated with patients, ensuring that medical information was kept private.
- Designed
Helpdesk Senior Specialist
NTT Data Services, LLC
01.2014 - 12.2018
- Onboarding and Continuing Education Coordinator - Core Trainer
- Evaluation, redesign, and implementation of a six-week Onboarding curriculum and workflow education materials
- Produced training videos, weekly clinical education modules, and testing for Advanced Clinical Service Desk staff
- Cerner Millennium, McKesson, and Meditech application phone and ticketing support to clinical for Tenet Hospital locations, including 87 acute and specialty hospitals and 437 ambulatory clinics with more than 130,000 employees, throughout United States.
- Supported department leadership in implementing new policies, procedures and controls
- Identified areas in need of critical improvement and implemented strategies to achieve targets
- Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues
- Interpreted clients' needs and introduced services to fit specific requirements
- Listened and responded to customer requests and forwarded necessary information to superiors
- Created and delivered presentations to staff and
BIS Helpdesk Analyst
Baylor Scott & White Health
05.2002 - 01.2014
- Application and IT phone and ticketing support to all Baylor Scott & White hospital clinicians to resolve routine and complex issues in a timely manner
- Onboarding and Continuing Education training of BIS staff
- Supported Enterprise Application and Eclipsys EMR implementations and upgrades for Baylor Scott & White Health hospitals
- Round table participation to streamline BIS PBX ticketing workflow and documentation efficacy for Biomedical Engineering clients.
BIS PBX Operator
Baylor Scott & White Health
01.2002 - 01.2006
- Worked multiple position telephone consoles to relay incoming, outgoing, and interoffice calls from patients, employees, physicians, and emergency hospital pages
- Processed inbound tickets for Biomedical Engineering and BIS Answering Service requests.
Education
Medical Coding Certificate -
El Centro College
Dallas, TX06.2002
Some College (No Degree) - Therapeutic Recreation Program
Texas Woman's University
Denton, TXSkills
- Administrative Support
- Policy and procedure modification
- Documentation and control
- Data inputting
- Workflow Coordination
- Training and coaching
- Customer Service
- Scheduling and calendar management
Technology Software
- Cerner EMR Software: Surginet, Radnet, PathNet, PowerChart, PharmNet
- McKesson, Meditech Magic, Eclipsys, OptiLink-StaffRunner, TeleTracking
- Centricity EMR Software: Centricity Perinatal System (CPN), Centricity Perioperative Manager (CPM), Centricity RIS/PACS
- Cerner User Maintenance, Cerner EMR Support, iCommand (5.0, 5.2, 6.0), Olympus, Device Viewer, Open Engine, Server Administration
- Active Directory Administration, Identity Management (myID)
- Citrix Session Management: Metaframe Presentation Server, Citrix XenApp Admin
- Remote Desktop Connection Manager, GoToAssist, VNC Viewer, VPN Support
- Microsoft System Center Configuration Manager (SCCM)
- Remedyforce and BMC Remedy (ITSM), HEAT 9.5.4 ITSM, EQUOTE
- Microsoft 365, SharePoint eTeams, HR WorkWays, Enterprise eTime
Recognition
- Dell HCLS Global Recognition Program Silver Award 2015
- Dell Champion Award 2015
- Dell Services Superstar Award 2015
- Baylor DFW Helpdesk International Analyst of the Year Nomination 2013
- Baylor 5 Star Spirit Recognitions 2004, 2007, 2009, 2010, 2011
Professional Development
- Cerner Fundamentals 2017
- ITIL FOUNDATION Certification 2014
- HDI Desktop Support Technician Certification 2011
- HDI Support Center Analyst 2008
Timeline
Assistant Office Manager
Ray W. Ng, D.P.M., P.A.
12.2019 - Current
Helpdesk Senior Specialist
NTT Data Services, LLC
01.2014 - 12.2018
BIS Helpdesk Analyst
Baylor Scott & White Health
05.2002 - 01.2014
BIS PBX Operator
Baylor Scott & White Health
01.2002 - 01.2006
Medical Coding Certificate -
El Centro College
Some College (No Degree) - Therapeutic Recreation Program
Texas Woman's University
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