Brianna Jenkins
New Haven
Summary
Detail-oriented healthcare professional with 2+ years of experience supporting Epic/MyChart workflows, application support, and operational processes within a large academic health system. Proven ability to analyze workflows, investigate complex issues, support system upgrades, train end users, and collaborate cross-functionally with pharmacy, clinical teams, insurance, and leadership. Known for meticulous investigation, strong communication, and excellence in end-user support and training.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Specialty Pharmacy Technician
Yale New Haven Health System
New Haven
2024.06 - Current
- Serve as a front-line application and workflow support resource for Epic/MyChart, triaging high-volume patient messages by analyzing request intent and determining the correct operational or system pathway.
- Perform detailed investigation of patient charts, insurance status, medication history, and system data to resolve prior authorizations, insurance changes, refill rejections, payment issues, and access barriers.
- Support implementation and adoption of new workflows, system upgrades, and feature releases, identifying issues during real-time use and recommending workflow improvements.
- Played a key role in developing and implementing a WebSource Queue and MyChart Delivery Workflow cadence, standardizing routing, documentation, escalation, and communication processes.
- Trained technicians and pharmacists on new workflows and system functionality; recognized with multiple peer Raves for effective training, responsiveness, and problem-solving.
- Presented workflow updates during department-wide staff meetings, translating technical processes into clear, actionable guidance for end users.
- Collaborate daily with pharmacists, providers, insurance representatives, and internal teams to ensure timely resolution and continuity of patient care.
- Maintain documentation and provide status updates to support ongoing workflow optimization and leadership visibility.
Environmental Services (EVS) Associate
Yale New Haven Health System
New Haven
2023.09 - 2024.06
- Supported hospital operations by performing daily cleaning and sanitation of patient rooms, nursing stations, clinics, offices, restrooms, corridors, elevators, and procedural areas in accordance with infection control and safety standards.
- Worked across multiple units, including Emergency Department, Verdi, and Tower units, adapting to unit-specific workflows, priorities, and time-sensitive needs.
- Collaborated closely with nursing, clinical staff, and leadership to ensure room readiness, patient flow, and uninterrupted clinical operations.
- Developed strong process awareness, attention to detail, and compliance discipline within a fast-paced healthcare environment.
- Gained system-wide familiarity with hospital operations, communication channels, and interdisciplinary teamwork foundational to healthcare IT and workflow analysis roles.
Remote Tier II Chat Support Agent
SYKES
remote
2021.01 - 2022.10
- Managed 2–3 concurrent chats/calls, resolving customer issues through structured investigation, active listening, and clear documentation.
- Utilized internal systems and databases to identify root causes and deliver accurate, timely resolutions.
- Demonstrated strong multitasking, time management, and customer service skills in a high-volume environment.
Education
CPHT - Pharmacy
Certificate in Pharmacy Technology
New Haven, CT2023-06
High School Diploma -
Cooperative High School
New Haven, CT2016-06
Skills
- Workflow Analysis & Process Improvement
- Epic & MyChart Application Support
- Requirements Gathering & Issue Triage
- End-User Training & Change Adoption
- Cross-Functional Collaboration
- Documentation & Attention to Detail
- Patient-Centered & Customer-Focused Communication
- Epic Hyperspace Epic Specialty MyChart
- Compass Rose Infor Microsoft Teams
- Microsoft Word, Excel, PowerPoint
- Pharmacy & Access Systems (DSS)
Certification
cpht
Timeline
Specialty Pharmacy Technician
Yale New Haven Health System
2024.06 - Current
Environmental Services (EVS) Associate
Yale New Haven Health System
2023.09 - 2024.06
Remote Tier II Chat Support Agent
SYKES
2021.01 - 2022.10
CPHT - Pharmacy
Certificate in Pharmacy Technology
High School Diploma -
Cooperative High School