Deborah Wishart
Palmyra,VA
Summary
Clinical informatics and customer experience specialist with extensive expertise in workflow design, onboarding, and training for middleware systems. Successfully trained thousands of end users and led national webinars, achieving a 98% positive feedback rate. Recognized for translating complex clinical needs into actionable resources and fostering cross-functional collaboration.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Informatics Customer Experience Specialist – Team Lead
Abbott (formerly Alere Informatics / MAS)
Charlottesville, USA
01.2017 - 01.2025
- Led customer success, onboarding, and workflow optimization for hospitals and multi-site health systems, enhancing user engagement with RALS middleware.
- Directed customer success for RALS across diverse clinical and technical teams.
- Designed workflow-based onboarding for nursing, laboratory, respiratory, and IT/LIS.
- Trained thousands of end users in clinical and technical roles, improving their proficiency with RALS systems.
- Led an 8-year national webinar series (12 sessions/year) and multiple annual User Groups with 98% positive feedback.
- Developed scalable training resources, including FAQ-style product guides and workflow documentation, to support user education and adoption.
- Represented the voice of the customer to Product, Engineering, Sales, and Marketing.
- Supported escalations by translating clinical/technical issues into actionable requirements.
- Formerly Alere Informatics / Medical Automation Systems
Clinical Support / Software Training Specialist
Abbott (formerly Alere Informatics / MAS)
Charlottesville, USA
01.2011 - 01.2017
- Delivered workflow-based training and clinical support for RALS during onboarding, upgrades, and workflow transitions.
- Delivered remote and onsite training for nursing, lab, respiratory, and IT/LIS teams.
- Developed customer-facing documentation and training materials to improve adoption.
- Supported device connectivity, operator management, and workflow interpretation.
- Partnered with Product and Engineering to clarify issues and support escalations.
- Strengthened customer relationships through clear communication and consistent follow-through.
- Formerly Alere Informatics / Medical Automation Systems
Software Trainer
Alere (Medical Automation Systems-MAS)
Charlottesville, USA
01.2004 - 01.2011
- Trained clinical teams on RALS software and supported implementations across hospitals and health systems.
- Delivered training across all core clinical departments.
- Supported workflow alignment and early-stage adoption.
- Provided post-training support to reinforce competency and reduce escalations.
- Collaborated with internal teams to refine training content and improve customer experience.
- Formerly Alere Informatics / Medical Automation Systems
Medical Laboratory Technologist & Special Chemistry Supervisor
Various Hospitals & Health Systems
01.1988 - 01.2004
- Developed clinical foundation across core lab departments, blood bank, and special chemistry to enhance POCT and workflow capabilities.
- Performed and validated diagnostic testing in Hematology, Chemistry, Microbiology, Urinalysis, and Body Fluid Analysis.
- Specialized in Blood Bank operations including typing, crossmatching, antibody identification, and component preparation.
- Supervised Special Chemistry operations, maintained QC logs, managed inventory, and trained new staff to ensure compliance and efficiency.
- Oversaw daily operations of physician office lab (POL), including venipuncture and in-house testing to deliver accurate diagnostic results.
- Provided first-line support for LIS workflows and troubleshooting.
- Maintained quality control standards and performed instrument troubleshooting across multiple departments.
Education
Bachelor of Science - Medical Technology
University of Scranton
Scranton, PA
Skills
- Customer Success
- Clinical Workflow Design
- POCT Connectivity & Middleware
- Software implementation
- Technical support
- Process improvement
- Workflow optimization
- Training development
- Customer onboarding
- Cross-Functional Collaboration
- Microsoft 365
- Salesforce
- ENSUR
- Webex
- Calendly
- Imprivata
- Problem solving
- Team leadership
- CRM software
- Excellent communication
Certification
- MT (ASCP)
Credentials
MT (ASCP)
Timeline
Informatics Customer Experience Specialist – Team Lead
Abbott (formerly Alere Informatics / MAS)
01.2017 - 01.2025
Clinical Support / Software Training Specialist
Abbott (formerly Alere Informatics / MAS)
01.2011 - 01.2017
Software Trainer
Alere (Medical Automation Systems-MAS)
01.2004 - 01.2011
Medical Laboratory Technologist & Special Chemistry Supervisor
Various Hospitals & Health Systems
01.1988 - 01.2004
Bachelor of Science - Medical Technology
University of Scranton