Breana Hassen, MHA
Orlando,FL
Summary
Healthcare operations professional with 10 years of healthcare experience, including extensive hands-on Epic workflow support, scheduling operations, implementation support, staff training, workflow optimization, and clinical practice operations. Experienced serving as an Epic super user and frontline workflow resource for physicians, clinical teams, and administrative staff across complex specialty and population health environments. Proven ability to identify workflow gaps, troubleshoot operational and system issues, develop standardized processes and training resources, and translate clinical and business needs into practical Epic workflows.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Hospital Support Specialist
Orlando Health
Orlando, Florida
09.2025 - Current
- Support Epic-based patient access, scheduling, and care coordination workflows for Medicare patients transitioning from inpatient to ambulatory care.
- Utilize Epic scheduling functionality and One-Click Scheduling to coordinate timely hospital follow-up appointments across primary care, specialty, STAR Clinic, and House Calls services.
- Evaluated provider availability, care-team relationships, patient eligibility, discharge disposition, and operational requirements to determine scheduling pathways and resolve access barriers.
- Served as workflow resource for complex scheduling and care-coordination scenarios, collaborating with hospital teams, ambulatory practices, providers, and operational stakeholders to enhance care continuity.
- Identified workflow gaps and scheduling barriers affecting timely post-discharge care, escalating issues to operational or technical teams for resolution.
- Maintain accurate Epic documentation across Care Management, follow-up provider, encounter, and multidisciplinary workflows to support continuity of care and reporting.
- Utilize Power BI and operational data to support readmission monitoring, patient identification, workflow prioritization, and performance discussions.
- Participate in multidisciplinary initiatives focused on improving patient access, reducing preventable readmissions, and standardizing transitions-of-care processes.
- Identify workflow inefficiencies and recurring operational issues; communicate findings and recommendations to hospital, medical group, population health, and quality stakeholders.
- Maintain accurate Epic care management documentation and collaborate with multidisciplinary users to improve continuity of care and support readmission-reduction initiatives.
Sr. RMA | Epic Super User
Orlando Health
Orlando, Florida
04.2016 - 09.2025
- Served as Epic Super User and primary workflow resource for a high-volume, multi-location neurosurgery practice supporting four physicians and clinical and front-office teams.
- Supported Epic implementation and go-live activities, providing real-time application support to physicians, medical assistants, schedulers, and front-office teams and assisting with workflow adoption and issue resolution.
- Troubleshoot user concerns, guiding staff through system workflows, and escalating technical and operational issues to appropriate support teams.
- Provided hands-on support for Epic scheduling, registration, referrals, orders, clinical documentation, results management, imaging, patient communication, and ambulatory workflows.
- Trained and onboarded new and existing employees on Epic functionality, standardized workflows, scheduling processes, documentation requirements, and practice operations.
- Developed and optimized workflows, templates, orders, job aids, and provider preference tools to improve standardization, efficiency, and user adoption.
- Developed workflow guides and supported documentation templates, order-related tools, and provider preferences to improve consistency, accuracy, and end-user adoption.
- Identified system and workflow issues, performed troubleshooting and root-cause assessment, documented findings, and escalated to operational leadership and technical support teams for resolution.
- Coordinated complex provider schedules, patient access, referrals, imaging, and follow-up workflows across multiple practice locations; resolved scheduling and documentation discrepancies supporting high patient volume of over 20 patients per provider per day.
- Acted as a liaison between end users and leadership during workflow changes, system updates, and operational initiatives, communicating user needs and supporting implementation.
- Supported workflow testing, adoption, and post-implementation stabilization by identifying user issues and helping teams incorporate new processes into daily operations.
Education
Master of Health Administration -
University of Central Florida
Orlando, FLBachelor of Science - Business Management Organizational Leadership
Valencia College
Orlando, FLSkills
- Epic EHR Super User
- Troubleshooting & Issue Escalation
- User Training & Job Aids
- Power BI & ELLiE Reporting
- Process Improvement
- Cross-Functional Collaboration
- End User Troubleshooting & Escalation
- Epic Go-Live & Implementation Support
- Epic SmartTools & Order Workflow Support
- Application Support Workflow Analysis & Optimization
- Epic Scheduling & Provider Templates
- Clinical Documentation & EHR Data Integrity
- Workflow Testing & Validation Support
Certification
- Regsitered Medical Assistant (RMA), American Medical Technologists | Certified Revenue Cycle Representative, (CRCR), HFMA | BLS/CPR | HFMA Member | ACHE Member
Timeline
Hospital Support Specialist
Orlando Health
09.2025 - Current
Sr. RMA | Epic Super User
Orlando Health
04.2016 - 09.2025
Master of Health Administration -
University of Central Florida
Bachelor of Science - Business Management Organizational Leadership
Valencia College