Cindy Waldon
Richmond,MN
Summary
Dynamic IT Application Services Analyst with extensive experience at Tallahassee Memorial HealthCare, excelling in full cycle EPIC implementation and patient experience enhancement. Proven ability in project management and mentoring, successfully implementing innovative MyChart solutions and optimizing scheduling workflows to improve patient engagement and satisfaction. Insightful Analyst known for high productivity and efficient task completion. Possess specialized skills in data interpretation, statistical analysis, and predictive modeling which enhance problem-solving capabilities. Excel in communication, teamwork, and adaptability, ensuring seamless collaboration and innovative solutions in dynamic environments. Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
36
36
years of professional experience
1
1
Certification
Work History
IT Application Services Analyst, Senior
Tallahassee Memorial HealthCare
Tallahassee, Florida
11.2023 - Current
- § Complete full cycle Epic implementation for all system modules to replace Cerner, AllScripts, STAR, Add all other EHR software systems.
- § Responsible for all Orion tasks related to MyChart, MyChart Bedside, and welcome implementations.
- § Worked with the patient experience work group to present and discuss build options to implement for go live.
- § Created all LWS records to include those for free standing kiosks that would be placed in clinics and throughout the hospital, as well as records for front desk registration tablets to be used in the clinics and consent tablets to be used both in the clinics and throughout the hospital units.
- § Worked with the appropriate inpatient nursing groups to develop the specific Bedside toolboxes that would contain the patient requests available on those particular units.
- § Worked with Legal and Compliance teams to determine proxy access for teenaged patients, as well as verbiage for the variety of terms and conditions necessary for MyChart and MyChart Bedside.
- § Implemented 15 Self-Triage Decision Trees and made modifications as required per subject matter experts recommendations.
- § Implemented 10 Care companion care plans with modifications recommended by subject matter experts for each of the care companion topics.
- § Created multiple appointment entry Decision Trees for patients to complete prior to scheduling physicals, nurse visits, and Medicare Wellness visits.
- § Set up both Direct and Open scheduling as well as Ticket scheduling for screening mammograms.
- § Created integration records for the following workflows and setup other build for these topics: LanguageLine interpreter services, Epic Video Client for video visits, and PatientPass educational materials. Have set up the integration record for Let’s Eat through MyChart Bedside although this has not been implemented yet.
- § Work with the Merlin ticketing system to monitor and resolve all tickets related to Patient Experience modules.
- § Mentoring new Patient Experience analyst that has no prior experience as an analyst or with Epic.
Epic Configuration Analyst-Expert, MyChart
Presbyterian Healthcare Services
Albuquerque, NM
06.2021 - 09.2023
- Monitor Tier 2 ticket queue and MyChart Admin pool and respond in timely manner as requests/issues are reported from both end users and patients.
- Process incoming SBAR requests for new functionality to be implemented or fixes needed.
- Work with Operational Leaders during Upgrades, SU’s and Gold Star Review to determine initiatives and priorities on new functionality to implement.
- Provide on-call coverage for the MyChart team during routine hours and for scheduled downtime maintenance periods.
- Mentor new MyChart analysts with build tasks and project management skills.
- Specific projects: Info Blocking analysis and updates, Proxy Access revamp and message notification, Routine Pregnancy Care Companion, MyChart Referrals activity implemented, MyChart Treatment Summaries implemented, HPI Questionnaires and History Questionnaires implemented.
Senior Epic Consultant, MyChart
MaineHealth
Portland, ME
01.2021 - 06.2021
- Monitor Tier 2 ticket queue and respond in timely manner as requests/issues are reported from both end users and patients.
- Process Incoming CareEverywhere Messages and confirm or reject based on assessment of patient information in MaineHealth record and Continuing Care Documentation received.
- Monitor and process In Basket messages for MyChart Error Pool and Patient Activation Requests.
Senior Epic Consultant, MyChart
UConn Health
Farmington, CT
11.2020 - 12.2020
- Implement Direct Scheduling for COVID-19 testing.
- Review and analysis of MyChart System Definitions and made updates/recommendations, as needed.
- Updated push notification messages to reflect UConn branding.
- Expand Open Scheduling for COVID-19 testing to School of Medicine and School of Dentistry students.
- Create 8 new MyChart Patient-entered questionnaires for the Speech Pathology department. Questionnaires sent to patients based on diagnosis in Problem List and when appointment scheduled. Questionnaires integrated with the Documentation Flowsheets already being used in the department.
- Add Eyeglass and Contact Lens prescription information to MyChart.
- Implemented push notifications for 4 additional message types.
Senior Epic Consultant, MyChart
Texas Children’s Hospital
Houston, TX
09.2020 - 11.2020
- Upgraded current Direct Scheduling Decision Trees for 9 Specialty Clinics to incorporate ability for New to Service patients to schedule into the clinics.
- Merged the current Established patient Decision Trees into these workflows and added Telehealth Video Visit to the Decision Tree for patients to be able to choose which visit option they would prefer.
- Implemented Panel Scheduling option to the Decision Trees to allow for greater flexibility in patient online scheduling.
EHR Consultant, MyChart & Nurse Triage
University of California-San Francisco
San Francisco, CA
04.2020 - 05.2020
- Implemented one week rapid install Nurse Triage as part of Covid-19 recovery project to assess asymptomatic patients prior to coming in for scheduled procedures.
- Created custom protocol, dispositions, and care advice.
- Built out MyChart questionnaire, questionnaire series and Care Companion task and task template records to send MyChart screening as part of the COVID-19 project.
EHR Consultant, MyChart & EpicCare Ambulatory
Cleveland Clinic
Cleveland, OH
05.2019 - 05.2020
- Deployment and Build analyst on the EHR Transformation Team. This team was responsible for the assessment of the current state of the Epic system at Cleveland Clinic and comparison to Epic Foundation.
- Made recommendations on build and workflow changes to align current state to be more consistent with Foundation system when appropriate and to implement Epic functionality and enhancements not being utilized at present.
- Specialty Transformation team focused on specialty specific build to ensure Epic foundational functionality and tools were in place to streamline provider and support staff workflows, e.g. Widescreen view, Express Lanes, Speed Buttons, Communication Manager.
- Worked with MyChart and Clinic Leadership to implement creation of Adult-Teen Proxy Access class for MyChart, as well as allowing teenagers access to their own MyChart accounts.
- Facilitated Workgroup sessions focusing on MyChart recommended Enterprise updates/changes as identified through site visits across the campus. Workgroup participation included physicians, administrators, nursing, educators, medical assistants, and analysts.
- Partnered with FTE MyChart analyst on build for new Cleveland Clinic London implementation. London build was new Epic instance and to follow Epic Foundation guidelines with some mirroring of current CCF functionality. Build included E-visits, eCheck-in, Patient-Entered Questionnaires, Time Delayed Results Release, Patient Access Classes, and general MyChart System build.
Senior Epic Consultant, MyChart & EpicCare Ambulatory
University of Texas Medical Branch
Galveston, TX
04.2018 - 04.2019
- Implemented copay collection to include as part of the eCheck-in workflow for Employee based clinic to improve revenue capture.
- Coordinated efforts with banking vendor, Epic, and HB/PB Billing teams to implement Auto Payment Plans in MyChart, as well as the External Payment Page.
- Mentored new MyChart analyst that started on the team in June 2018.
- Built several new patient-entered questionnaires while mentoring new analyst on this build. This build was previously done by the Ambulatory team due to lack of knowledge and skill set on MyChart team. Coached new analyst to be able to take over these responsibilities.
- Implemented Scheduling Tickets for Radiology orders for Breast Imaging and MRI exams.
- Team lead for 2018 Epic Upgrade – reviewed/assigned Nova Notes, coordinated build efforts with other teams, as needed, held weekly team meetings to monitor build efforts and progress.
Senior Epic Consultant, MyChart & EpicCare Ambulatory
Kaiser Permanente - Washington
Seattle, WA
10.2017 - 04.2018
- Implemented Video Visits using the Vidyo platform for 9 pilot Behavioral Health clinics.
- Integrated the use of national Vidyo servers to establish a connection to MyChart.
- Created comprehensive build documentation for future implementation of Video Visits for other specialties at KP Washington for full-time staff members’ reference.
- Provided analysis, build, and training of E-consults for 8 specialties including build of E-consult order, In Basket distribution scheme, and updates to the facility preference list and Results Routing scheme.
- Reviewed outdated referral orders to update and remove references to Virtual Consults, the 'homegrown' solution used previously.
- Designed and implemented a SmartSet and two Order Panels to support the new Cardiac CT procedure that would be starting at one of the Cardiology clinic.
Senior Epic Consultant, MyChart
UMass Memorial Health Care
Worcester, MA
05.2017 - 08.2017
- Facilitated build and testing of 11 E-Visit questionnaires for 2017 go-live.
- Coordinated with SER and Cadence teams to build department and provider records to prepare for open and direct scheduling workflows.
- Coordinated with Physician Champions and Administrative personnel to build out appropriate provider records for patient messaging preparation.
- Reviewed general patient questionnaires already built by MyChart team and modified as needed to enhance patient usability.
EHR Consultant, MyChart & EpicCare Ambulatory
Cleveland Clinic
Cleveland, OH
09.2015 - 04.2017
- Participated in several projects including the open scheduling, E-visits and patient-entered questionnaire implementations for MyChart.
- Worked as Epic liaison on the Knowledge Program team as Ambulatory analyst integrating patient entered data from the Knowledge Program software into Epic.
- Facilitated build and implementation of open scheduling in a phased approach – direct to open scheduling workflows for established MyChart patients, then open scheduling from public website to new, and new to MyChart patients.
- Served as primary lead on build, workflow analysis, implementation, and training for E-Visits through MyChart.
- Participated in initial implementation of four dermatology follow-up E-visits subsequent implementation of five acute care e-visits; and continued analysis and build for additional follow-up chronic care E-visits.
- Collaborated with pediatric department to develop MyChart questionnaires for pre-visit developmental screens.
- Facilitated build of documentation flowsheets and templates to integrate knowledge program patient-entered data into Epic.
- Developed Synopsis reports, SmartLinks, and SmartPhrases for providers to pull data into documentation.
- Developed a specialty snapshot report for the rheumatology departments.
- Created Best Practice Advisories based on interfaced knowledge program patient-entered data scores to alert providers to high anxiety (GAD-7), insomnia, and sleep apnea assessment scores; built SmartSets for each of these BPAs.
Manager and Analyst Electronic Health Records
Hennepin County Medical Center
Minneapolis, MN
01.2012 - 09.2015
- Managed a team of six Ambulatory analysts and five EHR training staff.
- Provided active build responsibilities and ongoing support for EpicCare Ambulatory, MyChart, and Nurse Triage applications.
- Served as liaison with operational owners and customers.
- Worked with the ambulatory Dyad Leadership Committee and ambulatory directors to coordinate decisions regarding available Epic functionality for clinic growth and initiatives (Physician leaders and their administrative partners for each specialty that governed the clinic system).
- Performed extensive analysis of EHR incentive program measures (Meaningful Use) as related to eligible professionals employed at Hennepin County Medical Center; implemented workflow redesign to support meeting of these measures and provided ongoing education to providers on expectations to receive incentive payments from CMS; implemented automated messaging to MyChart patients after clinic visits to increase secure patient messaging measure for Meaningful Use metrics.
- Served as primary analyst for MyChart application, responsible for building MyChart questionnaires for e-visits and family medicine, direct scheduling appointment requests, open scheduling, patient messaging, patient-initiated questionnaires, patient-entered flowsheets, e-visits, In Basket message type definitions, and maintaining MyChart system definitions.
- Setup automated messages to MyChart patients following clinic visits, hospital discharges, and HOD visits.
- Responsible for maintenance and implementation of new build for Advanced Beneficiary Notifications within Epic. Collaborated with Revenue teams annually to evaluate lost revenue capture to prioritize build and education of providers.
- Provided education and support for employees and patients.
- Involved in extensive efforts to increase MyChart use by patients at HCMC and education of clinicians in using this product to communicate effectively and in a timely manner with patients.
Epic Applications Director
Hennepin Faculty Associates
Minneapolis, MN
01.2008 - 01.2012
- Managed a team of five, including one clinical analyst and four Clarity report writers.
- Implemented and built Nurse Triage for internal medicine primary care clinic.
- Implemented and built MyChart functionality for all HFA clinics.
- Oversaw build specific to HFA clinics and HFA use of MyChart, such as PHQ-9 assessment flowsheet and MyChart questionnaire.
- Implemented and maintained ABN build in coordination with revenue departments. Monitored ABN compliance reports for HFA providers and reported to HFA clinic managers.
- Served as liaison with electronic health record team from Hennepin County Medical Center to ensure needs regarding EHR functionality and build of Hennepin Faculty Associate clinics were met.
- Worked with leadership team of Hennepin Faculty Associate clinics to assess clinic workflows to coordinate operational decisions with available Epic functionality.
- Provided data validation and QA of clinical metric reports generated by HFA report writers.
- Provided one-on-one provider and support staff instruction in how to use the EHR.
- Introduced new functionality to providers and supported staff in clinics.
- Chaired the Ambulatory user group to help guide build decisions for EpicCare Ambulatory application.
- Coordinated eligible professional Meaningful Use education and teaching needed to meet Meaningful Use requirements for all Hennepin Faculty Associate providers.
Clinic Manager, Internal Medicine Clinic
Hennepin Faculty Associates
Minneapolis, MN
10.2000 - 01.2008
- Managed clinic nursing and reception staff for internal medicine and travel medicine practice in clinic affiliated with large metropolitan hospital that was part of a large multispecialty clinic system.
- Oversaw day to day operations, budgeting, hiring, and firing of staff.
- Provided direct patient care as needed.
- Involved in organization wide committees for documentation, safety, and performance improvement.
- Active in implementation of electronic health record in clinic, as part of campus wide efforts to integrate electronic medical record and establish uniformity in documentation in this record.
- Responded to all clinic emergencies when present.
Roster Staff Nurse, Emergency Department
Fairview Lakes Regional Medical Center
Wyoming, MN
03.2003 - 08.2005
- Provided comprehensive medical care to patients with diagnoses related to medicine, surgery, obstetrics, gynecology, and traumatic injuries.
Triage Staff Nurse, Internal Medicine Clinic
Hennepin Faculty Associates
Minneapolis, MN
01.1995 - 10.2000
- Triaged patient phone calls for internal medicine practice.
- Assessed via telephone patients calling requesting evaluation or advice.
- Scheduled same day and next day appointments as needed.
- Provided home care advice for issues not requiring immediate evaluation.
- Facilitated care management regarding referrals, group home orders, nursing home orders, and prescription refills.
- Evaluated and assessed patients that walked into the clinic without an appointment to determine need for clinic appointment, emergency care, or home care advice.
- Responded to all clinic emergencies when present.
Roster Staff Nurse, Emergency Department
Hennepin County Medical Center
Minneapolis, MN
01.1995 - 03.1997
- Provided comprehensive medical care at a level I trauma center to patients with a variety of diagnoses involving medicine, surgery, obstetrics, gynecology, pediatrics, and traumatic injuries.
Staff Nurse, Emergency Department
Hennepin County Medical Center
Minneapolis, MN
10.1990 - 01.1995
- Provided comprehensive medical care at a level I trauma center to patients with a variety of diagnoses involving medicine, surgery, obstetrics, gynecology, pediatrics, and traumatic injuries.
- Acted as charge nurse and clinical preceptor.
- Focused in the pediatric emergency room during last two years of employment.
Staff Nurse, Emergency Department
St Margaret’s Hospital
Spring Valley, IL
08.1989 - 09.1990
- Provided comprehensive medical care to patients with diagnoses related to medicine, surgery, obstetrics, gynecology, and traumatic injuries.
Education
BS - Nursing
VALPARAISO UNIVERSITY
VALPARAISO, INSkills
- Full cycle EPIC implementation
- Project management
- Critical thinking
- Complaint resolution
- Process improvement
- Effective communication
- Collaboration skills
- Mentoring new analysts
- Change management
- Attention to detail
- Multiple priorities management
- Regulatory compliance
- Decision-making
- MyChart, Welcome kiosk management
- Patient Experience enhancement
- EHR integration
- Self-Triage Decision Trees
- Appointment Entry Decision Trees
- E-Visits
- Video Visits
- Patient-Entered and History Questionnaires
- Open, Direct and Ticket Scheduling
- Data analysis
Certification
• MyChart
• Nurse Triage
• Epicarp Ambulatory
• Order Transmittal
• Welcome
• Campaigns
• Hello World Badge
• Patient-Entered Data Badge
• MyChart Care Companion Administration Badge
• OurPractice Advisories - Basic Badge
• OurPractice Advisories - Advanced Badge
• Accessibility Badge
• Core Analyst Badge
• MyChart Bedside Badge
• Decision Trees Badge
• Patient Financial Experience Badge
• Usability Badge
• Nurse Triage
• Epicarp Ambulatory
• Order Transmittal
• Welcome
• Campaigns
• Hello World Badge
• Patient-Entered Data Badge
• MyChart Care Companion Administration Badge
• OurPractice Advisories - Basic Badge
• OurPractice Advisories - Advanced Badge
• Accessibility Badge
• Core Analyst Badge
• MyChart Bedside Badge
• Decision Trees Badge
• Patient Financial Experience Badge
• Usability Badge
Timeline
IT Application Services Analyst, Senior
Tallahassee Memorial HealthCare
11.2023 - Current
Epic Configuration Analyst-Expert, MyChart
Presbyterian Healthcare Services
06.2021 - 09.2023
Senior Epic Consultant, MyChart
MaineHealth
01.2021 - 06.2021
Senior Epic Consultant, MyChart
UConn Health
11.2020 - 12.2020
Senior Epic Consultant, MyChart
Texas Children’s Hospital
09.2020 - 11.2020
EHR Consultant, MyChart & Nurse Triage
University of California-San Francisco
04.2020 - 05.2020
EHR Consultant, MyChart & EpicCare Ambulatory
Cleveland Clinic
05.2019 - 05.2020
Senior Epic Consultant, MyChart & EpicCare Ambulatory
University of Texas Medical Branch
04.2018 - 04.2019
Senior Epic Consultant, MyChart & EpicCare Ambulatory
Kaiser Permanente - Washington
10.2017 - 04.2018
Senior Epic Consultant, MyChart
UMass Memorial Health Care
05.2017 - 08.2017
EHR Consultant, MyChart & EpicCare Ambulatory
Cleveland Clinic
09.2015 - 04.2017
Manager and Analyst Electronic Health Records
Hennepin County Medical Center
01.2012 - 09.2015
Epic Applications Director
Hennepin Faculty Associates
01.2008 - 01.2012
Roster Staff Nurse, Emergency Department
Fairview Lakes Regional Medical Center
03.2003 - 08.2005
Clinic Manager, Internal Medicine Clinic
Hennepin Faculty Associates
10.2000 - 01.2008
Triage Staff Nurse, Internal Medicine Clinic
Hennepin Faculty Associates
01.1995 - 10.2000
Roster Staff Nurse, Emergency Department
Hennepin County Medical Center
01.1995 - 03.1997
Staff Nurse, Emergency Department
Hennepin County Medical Center
10.1990 - 01.1995
Staff Nurse, Emergency Department
St Margaret’s Hospital
08.1989 - 09.1990
BS - Nursing
VALPARAISO UNIVERSITY