Summary
Overview
Work History
Education
Skills
Certification
Leadership And Volunteer Experience
Websites
Timeline
Generic

Daphne Carney

Chesapeake,VA

Summary

Dynamic Healthcare IT and EMR Specialist with proven expertise in ServiceNow, MHS Genesis, and healthcare operations management, driving measurable improvements in efficiency, compliance, and user satisfaction. Known for reducing repeat EMR system issues by 30%, cutting high-priority resolution times by 40%, and streamlining onboarding for 15,000+ users across multiple facilities. Adept at training and mentoring teams, designing role-based learning programs, and leading cross-functional initiatives that improve system reliability, operational excellence, and patient-centered care. Currently pursuing a Master of Healthcare Administration (MHA) to strengthen leadership impact in shaping the future of healthcare systems.

Overview

7
7
years of professional experience
1
1
Certification

Work History

EMR Issue Resolution Specialist/Senior Account Coordinator

Deep Mile Inc/ Level Touch
Portsmouth, Virginia
01.2023 - Current
  • Managed account access and security roles for MHS Genesis across multiple Military Training Facilities, ensuring compliance and seamless support for 15,000+ users in the Atlantic Region.
  • Delivered tailored training for clinical and administrative staff, achieving a 95% satisfaction rate and increasing staff proficiency scores by 20%+.
  • Built and maintained ServiceNow dashboards and reports, providing facilities with real-time visibility into ticket trends and driving data-informed process improvements that reduced high-priority resolution time by 40%.
  • Partnered with DHA Leadership and Site Informatics Steering Committees to design role-based training programs and update SOPs, resulting in smoother operations and reduced onboarding time.
  • Led EMR system issue resolution initiatives, cutting repeat problems by 30% and improving system reliability.
  • Mentored and coached team members, enhancing professional development and improving team efficiency.
  • Applied expertise in Primary Care workflows and healthcare regulations to strengthen compliance and system support.
  • Improved data integrity and usability through strategic use of EMR and HIM systems, reducing errors and improving reporting accuracy.
  • Manage user role assignments and oversee enterprise training coordination.
  • Organized instructor-led training sessions for Military Treatment Facility (MTF) personnel.
  • Supervise account provisioning for MHS Genesis, ensuring secure and efficient access.

Medical Assistant (GS-0640-4)

Naval Medical Center Portsmouth
Portsmouth, USA
10.2021 - 01.2023
  • Served as the primary preceptor for onboarding new medical assistants.
  • Worked closely with the department head to ensure high-quality patient care.
  • Conducted patient triage, verified identification, and assisted with pre-operative assessments.
  • Administered injections, managed diagnostic equipment, and assisted with minor procedures.
  • Trained and mentored 10+ new medical assistants annually, ensuring consistency in clinical workflows and patient safety.
  • Streamlined triage and pre-op assessment procedures, reducing patient wait times by 15% and improving throughput for surgical units.

Medical Assistant (Contractor)

Luke & Associates, Inc.
Portsmouth, USA
09.2018 - 10.2021
  • Provided hands-on patient care, education, and procedural assistance.
  • Coordinated with multidisciplinary teams for seamless patient management.
  • Assisted in various clinical tasks, including phlebotomy and administering injections.
  • Supported high-volume primary care clinic, assisting with an average of 30+ patients per day, improving provider efficiency and patient satisfaction.
  • Executed phlebotomy and specimen handling with 100% accuracy, supporting timely diagnostics and compliance with CLIA and HIPAA standards.

Education

Master of Healthcare Administration (MHA) -

Capella University
Minneapolis, MN
03.2027

Bachelor’s degree - Addiction Studies

Walden University
Minneapolis, MN
01.2023

Skills

  • EMR system and account provisioning
  • Training domain expertise
  • ServiceNow Expert
  • Microsoft Suite Proficiency
  • Healthcare operations management
  • Policy development expertise
  • Leadership strategies
  • Patient-centered care approach
  • Cultural competence in care delivery
  • Case management proficiency
  • Crisis intervention strategies
  • Data accuracy

Certification

Qualified Mental Health Professional - Trainee (QMHP-T), Certified

Leadership And Volunteer Experience

Passionate about supporting individuals and families through mentorship and advocacy. Volunteer experience in mental health and substance abuse counseling, dedicated to fostering personal growth and well-being in others.

Websites

Timeline

EMR Issue Resolution Specialist/Senior Account Coordinator

Deep Mile Inc/ Level Touch
01.2023 - Current

Medical Assistant (GS-0640-4)

Naval Medical Center Portsmouth
10.2021 - 01.2023

Medical Assistant (Contractor)

Luke & Associates, Inc.
09.2018 - 10.2021

Master of Healthcare Administration (MHA) -

Capella University

Bachelor’s degree - Addiction Studies

Walden University

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