Curtis Eisenbeis

Clinical Interface & Data Integrity

• Critical Blood Bank Support: Manage the End-to-End Reliability of the WellSky (Blood Bank) and Roche Chemistry interfaces; verify bi-directional message flow and verify Data Integrity to ensure results reach the chart without delay.
• Rhapsody Engine Management: Administer the Rhapsody Service Engine to maintain clinical continuity; perform advanced troubleshooting of Routes and Communication Points to resolve stuck or failed HL7 messages for the Lab.
• Server & Service Optimization: Perform critical HL7 Service Restarts and maintenance on Lab application servers to stabilize data processing and prevent clinical backlogs.
• Middleware Connectivity: Diagnose and resolve Data Innovation (DI) Instrument Manager connectivity issues within HealthConnect, ensuring the physical lab hardware is communicating perfectly with the Epic ecosystem.
• Critical Clinical Data Architecture: Maintain the 24/7 connectivity and HL7 message flow between physical lab hardware and the hospital’s core databases.
• Interface Reliability: Ensure the Roche, WellSky, and Epic environments have 100% "Pipe" uptime so the clinical data is never "stuck" in the middleware.

Lead Infrastructure & Incident Management

• Mission-Critical Incident Leadership: Act as the Lead Incident Manager for high-priority P1/P2 clinical outages, coordinating response teams to restore WellSky and services during power fluctuations or circuit failures.
• Full-Stack Observability: Execute 24/7 surveillance of the Mercy network to proactively identify latency or connectivity gaps affecting Roche and Blood Bank hardware before they impact the Service Consumer.
• Incident Command: Lead Major Incident Management (MIM) bridges for P1/P2 clinical failures, providing "Absolute Certainty" updates to hospital executives, Vice Presidents, and Lab Directors.
• Cross-Functional Translation: Bridge the gap between Network Engineering and Clinical Operations; translate complex technical failures into actionable clinical impact statements for the Service Consumer.

• Epic Ecosystem Mastery: Provided Tier-1/2 support for the Epic hyperspace environment, specializing in Citrix-based delivery, session troubleshooting, and workstation connectivity.
• Clinical Workflow Optimization: Resolved complex end-user barriers, including departmental selection, toolbar configuration, and Epic feature navigation to ensure seamless clinical documentation.
• Direct Caregiver Support: Assisted bedside clinicians with Transfusion Pump integration and blood verification workflows, ensuring the critical link between the Blood Bank (WellSky) and patient delivery remained intact.
• Educational Advocacy: Guided clinicians through Epic Training modules and feature adoption, reducing "operational toil" for the frontline staff and improving overall system proficiency.
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Operational Excellence & Service Delivery

• High-Velocity Problem Solving: Maintained a Tier-1/2 First Line Resolution (FLR) rate of 87%, exceeding department standards by identifying and resolving Epic, Citrix, and clinical hardware issues on the initial contact.
• Clinical Quality Assurance: Achieved a 100% Quality Assurance (QA) score for an entire fiscal year, demonstrating "Absolute Certainty" in documentation, protocol adherence, and Caregiver Support.
• Zero-Latency Documentation: Optimized workflow to achieve zero "Wrap Up" time for 12 consecutive months; delivered high-volume technical support while maintaining real-time documentation and system updates.
• Caregiver Partnership: Built "Best-in-Class" relationships with Mercy clinicians and lab staff, translating technical complexities into clinical solutions at the bedside and the lab bench.

Provided technical support for various learning management systems including Canvas, Blackboard, Brightspace by D2L, eLearning, Moodle, Evolve, and Sakai. Assisted Tier 1 team with escalated technical issues. Managed customer tickets for Tier 1 and Tier 2, ensuring timely updates and resolutions.

Provided product support initiatives for Elsevier offerings, including educational materials and medical assessments. Facilitated the development of quizzes and coordinated medical simulation activities utilizing SimChart for practical application. Mentored users in effectively applying book content to real-world scenarios.