Experienced EMR consultant with 12 years of experience and strong background in developing and delivering training programs for for healthcare providers. Skilled in analyzing users needs, customizing training materials, and providing ongoing support to ensure successful EMR system implementation. Seeking to leverage expertise in client relations and training to transition into a Customer Success Manager role, where can utilize skills to drive customer engagement, retention, and success.
Hi, I’m
Dana Webb
Customer Success Manager
Cleveland,OH
Summary
Overview
12
years of professional experience
Work History
The CSI Companies
EMR Implementation Consultant
09.2019 - Current
Job overview
- Responded to over 100 customer inquiries daily and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
- Created 50 to 100 user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
Divurgent
Clinical Abstraction Analyst
09.2016 - 06.2024
Job overview
- Worked with multiple data sources to extract information and pulled into various reports.
- Transcribed 75 chart abstraction daily and entered patient medical information into electronic medical records systems.
- Verified accuracy of patient information in medical records.
- Maintained accuracy, completeness, and security for medical records and health information.
- Scanned and uploaded 75 patient medical records daily into electronic medical records system.
Experis Manpowergroup
Clinical Service Desk Representative
07.2023 - 03.2024
Job overview
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to 50 customer inquiries daily and provided technical assistance over phone and in person.
- Created over 50 user accounts and assigned permissions.
- Entered over 100 service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Diagnosed and troubleshot hardware, software and network issues.
The HCI Group
Clinical Service Desk Representative
02.2021 - 02.2023
Job overview
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created 50 user accounts daily and assigned permissions.
- Generated reports to track performance and analyze trends.
- Diagnosed and troubleshot hardware, software and network issues.
- Provided on-call first line resolutions to 80% of end users.
- Documented and tracked end user incidents, requests, and resolutions in ticketing system for reporting and analysis.
Optimum HIT
Lead EMR Implementation Consultant
06.2013 - 06.2021
Job overview
- Assisted in development of system security protocols.
- Created up to 75 user accounts daily and assigned permissions.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Served as liaison between end-users and health IT team.
- Led, facilitated, and attended focus groups of up 30 consultants and conducted meetings to strategize workflow issues.
- Collaborated with stakeholders to drive communication and coordination of health informatics activities and promote accountability.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
TEKsystems
EMR Classroom Trainer
03.2016 - 11.2019
Job overview
- Facilitated virtual, in-person and blended learning sessions for 50 providers.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Provided coaching and mentoring to employees.
- Trained and mentored 25 new personnel hired to fulfill various roles.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Develop and deliver training materials and curriculum for EMR system implementation
- Developed lesson plans, instructional materials and written practice tests for providers and Epic training courses.
The Metro Health Hospital
Clinical Systems Analyst
08.2016 - 06.2017
Job overview
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Excellent communication skills, both verbal and written.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Collaborated with upper management to drive strategy and implement new processes.
- Proved successful working within tight deadlines and fast-paced environment.
- Acted as team leader in groups of 20 for projects, delegating tasks and providing feedback.
- Demonstrated high level of initiative and creativity while tackling difficult tasks.
- Provided professional services and support in dynamic work environment.
OMT Consultants
Clinical Workflow Analyst
01.2016 - 07.2016
Job overview
- Conducted system analysis and implementation to maintain and improve computer systems.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated 65 providers needs and feedback to drive product and service improvements.
- Liaised between clients and management to provide updated status reports.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Evaluated current processes to develop improvement plans.
Leidos Health
EMR Implementation Consultant
08.2012 - 12.2015
Job overview
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Generated reports to track performance and analyze trends.
- Created up to 50 user accounts daily and assigned permissions.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Acted as team leader in groups of 25 for projects, delegating tasks and providing feedback.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Alego Health
TRD Consultant
11.2012 - 08.2015
Job overview
- Conducted 50% of technical evaluations of engineering designs and test results.
- Analyzed technical problems with high accuracy and attention to detail.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Applied effective time management techniques to meet tight deadlines.
- Identified issues, analyzed information and provided solutions to problems.
Skills
- EMR Implementation Consultant
- User Acceptance Testing
- Analytical Thinking
- Project Documentation
- Technical Support
- Documentation Management
- Teamwork and Collaboration
- Technical training
- Orientation and Onboarding
- Course Materials Development
- Epic EHR
- Zoom
- Microsoft Teams
Timeline
Clinical Service Desk Representative
Experis Manpowergroup
07.2023 - 03.2024
Clinical Service Desk Representative
The HCI Group
02.2021 - 02.2023
EMR Implementation Consultant
The CSI Companies
09.2019 - Current
Clinical Abstraction Analyst
Divurgent
09.2016 - 06.2024
Clinical Systems Analyst
The Metro Health Hospital
08.2016 - 06.2017
EMR Classroom Trainer
TEKsystems
03.2016 - 11.2019
Clinical Workflow Analyst
OMT Consultants
01.2016 - 07.2016
Lead EMR Implementation Consultant
Optimum HIT
06.2013 - 06.2021
TRD Consultant
Alego Health
11.2012 - 08.2015
EMR Implementation Consultant
Leidos Health
08.2012 - 12.2015
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