Claudia Hatcher

• Serve as in-market Subject Matter Expert (SME) and eCW Super User, supporting key center roles and ensuring effective system utilization.
• Lead orientation, onboarding, and training sessions for new and existing colleagues, ensuring clear understanding of role responsibilities and workflows.
• Partner with Market Leadership, Continuous Improvement, and Learning & Development teams to deliver targeted, role-specific training initiatives.
• Provide hands-on mentorship and onboarding support, guiding new hires through training processes and accelerating readiness.
• Evaluate training effectiveness through feedback and performance indicators, identifying opportunities for continuous improvement.
• Monitor adoption of organizational standards and workflows across markets; analyze gaps and report findings to leadership.
• Represent the market in learning governance, escalating improvement opportunities and contributing to strategic solutions.
• Foster a culture of continuous learning and growth mindset, acting as a change agent to drive engagement with learning initiatives.
• Communicate training objectives and updates clearly to ensure alignment with organizational goals.
• Stay current on EMR systems, workflows, industry trends, and best practices to maintain relevant and impactful training delivery.
• Meet and exceed operational KPIs tied to performance and training effectiveness.
• Provide coverage for Market Launch Champion, including travel within market and occasional overnight assignments.

• Delivered instructor-led classroom training for Department of Defense (DoD) Military Treatment Facilities (MTFs) to support adoption of MHS GENESIS (Cerner EHR).
• Trained 120+ active-duty and civilian personnel, ensuring proficiency in EHR workflows and patient care documentation.
• Partnered with site leadership to identify and develop super users, peer experts, and clinical leaders, strengthening internal training capabilities.
• Designed and prepared training plans, instructional materials, and job aids tailored to clinical and operational roles.
• Provided hands-on troubleshooting support, resolving end-user issues and escalating technical concerns through the MHS Service Help Desk.
• Collaborated with stakeholders to optimize workflows and improve end-user adoption of EHR systems across diverse care settings.
• Supported multi-site implementations, delivering training across assigned regions and assisting with deployments outside designated areas as needed.
• Documented training outcomes, system issues, and user feedback; reported insights to project management and government leadership teams.
• Evaluated learner performance through assessments, assignments, and exams, ensuring knowledge retention and readiness.
• Resolved escalated issues and implemented effective solutions to maintain project timelines and operational continuity.
• Conducted system testing and troubleshooting, identifying hardware and software issues during project phases.
• Thrived in cross-functional, team-based environments, contributing to multiple concurrent projects and initiatives.

• Provided administrative support to a team of 7, ensuring efficient daily operations and timely task completion.
• Streamlined office processes to improve workflow efficiency and productivity.
• Managed calendars, scheduling, and meeting coordination to optimize time management.
• Maintained and updated departmental records and databases with accuracy.
• Communicated organizational updates through memos and internal communications.
• Supported team-building initiatives to enhance employee engagement and morale.
• Handled sensitive inquiries and conflict resolution professionally.
• Coordinated facility maintenance requests with building management.
• Assisted with onboarding by implementing training programs for new hires to improve integration and performance.

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• Coordinated executive travel and logistics for General Officers, ensuring timely and efficient arrangements.
• Managed and tracked official correspondence through portal systems, liaising with government agencies to obtain accurate and timely information.
• Scheduled transportation and logistical support for joint staff across Central Command’s Area of Operations.
• Supported patient admissions and discharge processes, coordinating transitions to home care, extended care, and self-care plans.
• Developed and implemented new hire orientation and training programs to improve onboarding and productivity.
• Acted as a liaison between management and staff, communicating updates, changes, and resolving concerns.
• Obtained and processed medical records and release forms, ensuring compliance and accuracy.
• Assisted applicants through the admissions process, serving as primary point of contact and ensuring a smooth experience.

• Monitored QA processes for compliance, identifying and addressing non-conformance issues.
• Analyzed quality data to identify trends and implement corrective action plans aligned with healthcare regulations.
• Prepared and delivered QA reports to leadership, supporting data-driven decision-making.
• Streamlined operations by revising standard operating procedures (SOPs) to improve efficiency and communication.
• Collaborated with leadership to investigate risk issues and resolve documentation discrepancies.
• Trained staff on systems, documentation standards, and best practices, ensuring consistency and compliance.
• Conducted troubleshooting and maintenance to minimize workflow disruptions.
• Supported audit readiness by maintaining accurate documentation and responding to auditor requests.
• Ensured data integrity and security through backups and proper handling of sensitive information.
• Promoted continuous improvement and change management initiatives to enhance operational performance.

• Scheduled patient appointments for oral surgery procedures, including consultations, surgeries, and follow-ups.
• Verified and entered patient demographics and insurance information into electronic medical systems.
• Maintained strict HIPAA compliance and safeguarded patient confidentiality.
• Provided direct and indirect patient support in alignment with clinical and organizational policies.
• Managed scheduling, documentation, and workflow using CHCS and Essentris systems.
• Conducted post-operative follow-up to ensure patient recovery and coordinate additional care.
• Coordinated with hospitals and external facilities to arrange tests and procedures.
• Supported office operations, including billing, filing, phone communication, and front desk coverage.