Diane Rampersaud
Atlanta,GA
Summary
First-rate Epic Implementation support with multiple years of experience offering outstanding support to end users of various levels. Exceptional skills and knowledge in customer support and subject matter expert on EPIC. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Comfortable training independently during implementations, projects, including desktop support. Adept at workflow processes and medical terminologies. Strong communication, problem solving and process improvement skills.
Overview
12
12
years of professional experience
Work History
Epic HIM Go-Live Consultant
Deaconess Heartland Hospital
08.2024 - 08.2024
- Optimized workflows by analyzing business processes and recommending system configuration changes.
- Enabled seamless transitions for end-users by creating comprehensive user guides and reference materials on new systems and features.
- Increased end-user satisfaction by providing expert technical support during the crucial Go-Live phase.
- Monitored systems in operation and quickly troubleshot errors.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
Epic Cadence ATE Support Consultant
Lourdes Guthrie Hospital
07.2024 - 08.2024
- Provided expert guidance on how to best utilize Epic Cadence features, enabling clients to fully leverage the software''s capabilities for their specific needs.
- Assisted with quality assurance activities such as testing new features or updates before release, ensuring minimal impact on end-users'' daily operations.
- Improved client satisfaction by providing timely and efficient Epic Cadence support to healthcare professionals.
- Implemented effective change management strategies during system upgrades, minimizing disruptions to end-user workflows.
- Created comprehensive documentation including user manuals, FAQs, and troubleshooting guides for quick reference during issue resolution efforts.
- Facilitated knowledge transfer among team members, leading to improved overall performance in resolving complex technical issues.
- Contributed to project success by ensuring timely completion of milestones and deliverables related to Epic Cadence implementation.
- Increased user adoption rates with personalized coaching sessions and ongoing support for Epic Cadence users.
- Streamlined communication between IT teams and end-users by serving as a liaison in troubleshooting Epic Cadence-related problems.
- Supported the successful go-live of numerous Epic implementations by providing onsite ATE assistance throughout the process.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
EPIC Radiant Go-Live Consultant
Lourdes Guthrie Hospital
06.2024 - 06.2024
- Increased efficiency within radiology departments through tailored configuration of EPIC Radiant tools.
- Ensured smooth go-live transitions by offering continuous support and troubleshooting expertise during critical periods.
- Fostered a culture of continuous improvement within radiology departments, promoting the consistent utilization of advanced features available within the EPIC Radiant platform.
- Reduced errors in radiology reports by implementing best practices for EPIC Radiant usage.
- Boosted staff confidence in using EPIC Radiant through comprehensive documentation of procedures and best practices for reference during daily operations.
- Improved patient care by providing expert guidance on EPIC Radiant implementation and optimization.
- Enhanced user adoption of EPIC Radiant, conducting comprehensive training sessions for medical staff.
- Responded to customer inquiries and provided technical assistance over phone and in person.
EPIC Radiant Go-Live Consultant
Hartford CT Ortho
05.2024 - 06.2024
- Increased efficiency within radiology departments through tailored configuration of EPIC Radiant tools.
- Ensured smooth go-live transitions by offering continuous support and troubleshooting expertise during critical periods.
- Boosted staff confidence in using EPIC Radiant through comprehensive documentation of procedures and best practices for reference during daily operations.
- Strengthened collaboration between departments by facilitating seamless communication via integrated EPIC Radiant tools.
- Identified areas for improvement in radiology processes, utilizing extensive knowledge of EPIC Radiant functionalities.
- Enhanced user adoption of EPIC Radiant, conducting comprehensive training sessions for medical staff.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
Epic Go-Live Consultant
Boston Medical Center
05.2024 - 05.2024
- Streamlined go-live processes by providing expert consultation, training, and support to end-users.
- Minimized disruptions during go-live events through thorough planning, preparation, and coordination among team members.
- Ensured long-term success for clients by conducting regular follow-ups and offering ongoing support as needed.
- Improved workflow efficiency by implementing and optimizing Epic system.
- Maintained up-to-date knowledge on industry trends and advancements in order to provide relevant recommendations on best practices for each client''s unique needs.
- Reduced downtime during transitions by effectively troubleshooting and resolving technical issues.
- Monitored system performance to identify potential issues.
Epic ClinDoc Consultant
Driscoll Children's Rio Grande
04.2024 - 05.2024
- Increased efficiency in patient care delivery by designing and deploying user-friendly templates in the Epic ClinDoc system.
- Streamlined communication between departments through effective use of the Epic Care Everywhere platform, promoting better coordination of care among healthcare providers.
- Facilitated seamless transitions during EMR migrations, ensuring minimal disruptions to daily operations.
- Enhanced clinical documentation quality through comprehensive staff training on Epic ClinDoc software.
- Boosted overall clinician satisfaction by tailoring Epic ClinDoc functionalities according to individual preferences and needs.
- Mentored junior team members, sharing expertise in Epic ClinDoc systems and fostering a culture of continuous learning and professional development.
- Provided ongoing support to clinicians, addressing technical issues and offering guidance on best practices for using Epic ClinDoc features.
- Served as liaison between end-users and health IT team.
Epic Go-Live Consultant
Boston Medical Center
03.2024 - 04.2024
- Streamlined go-live processes by providing expert consultation, training, and support to end-users.
- Ensured long-term success for clients by conducting regular follow-ups and offering ongoing support as needed.
- Elevated staff proficiency levels by tailoring training content to fit diverse learning styles and professional backgrounds.
- Supported upgrade from Hyperspace to Hyperdrive.
- Maintained up-to-date knowledge on industry trends and advancements in order to provide relevant recommendations on best practices for each client''s unique needs.
- Supported daily operations during go-live periods, enabling a smooth transition while minimizing negative impacts on patient care.
- Monitored system performance to identify potential issues.
Epic Go-Live Consultant
Christus Health
02.2024 - 03.2024
- Elevated staff proficiency levels by tailoring training content to fit diverse learning styles and professional backgrounds.
- Improved workflow efficiency by implementing and optimizing Epic systems for healthcare organizations.
- Maintained up-to-date knowledge on industry trends and advancements in order to provide relevant recommendations on best practices for each client''s unique needs.
- Minimized disruptions during go-live events through thorough planning, preparation, and coordination among team members.
- Streamlined go-live processes by providing expert consultation, training, and support to end-users.
- Reduced downtime during transitions by effectively troubleshooting and resolving technical issues.
- Supported daily operations during go-live periods, enabling a smooth transition while minimizing negative impacts on patient care.
- Continually optimized processes based on feedback from end-users, ensuring a user-friendly experience that maximized productivity.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
Epic Go-Live Consultant
Boston Medical Center
02.2024 - 02.2024
- Ensured long-term success for clients by conducting regular follow-ups and offering ongoing support as needed.
- Streamlined go-live processes by providing expert consultation, training, and support to end-users.
- Improved workflow efficiency by implementing and optimizing Epic systems for healthcare organizations.
- Supported Upgrade from Epic Hyperspace to Hyperdrive.
- Maintained up-to-date knowledge on industry trends and advancements in order to provide relevant recommendations on best practices for each client''s unique needs.
- Monitored system performance to identify potential issues.
Epic Go-Live Consultant
RWJ Barnabas Health Medical Group
10.2023 - 11.2023
- Boosted user satisfaction through prompt response to inquiries and diligent issue resolution.
- Appointment conversion during Pre Go Live.
- Streamlined go-live processes by providing expert consultation, training, and support to end-users.
- Monitored system performance to identify potential issues.
- Improved workflow efficiency by implementing and optimizing Epic system.
- Reduced downtime during transitions by effectively troubleshooting and resolving technical issues.
- Supported daily operations during go-live periods, enabling a smooth transition while minimizing negative impacts on patient care.
- Designed and delivered engaging training sessions that empowered users to confidently navigate new systems.
- Maintained up-to-date knowledge on industry trends and advancements in order to provide relevant recommendations on best practices for each client''s unique needs.
EPIC Radiant Go-Live Consultant
UNC Appalachian Regional
09.2023 - 10.2023
- Streamlined radiology workflow through the effective customization of EPIC Radiant modules.
- Contributed to enhanced patient experiences, streamlining appointment scheduling through the use of EPIC Radiant features.
- Increased efficiency within radiology and Cath Lab departments through tailored configuration of EPIC Radiant tools.
- Ensured smooth go-live transitions by offering continuous support and troubleshooting expertise during critical periods.
- Identified areas for improvement in radiology processes, utilizing extensive knowledge of EPIC Radiant functionalities.
- Enhanced user adoption of EPIC Radiant, conducting comprehensive training sessions for medical staff.
- Diagnosed and troubleshot hardware, software and network issues.
Epic Cadence ATE Support Consultant
Advocate Aurora Health Care
07.2023 - 08.2023
- Improved client satisfaction by providing timely and efficient Epic Cadence support to healthcare professionals.
- Examined and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Assisted front office with DAR set-up.
- Demonstrated check-in and check-out processes.
- Payment posting and collections. Generated end of day reports.
- Increased user adoption rates with personalized coaching sessions and ongoing support for Epic Cadence users.
- Reduced issue resolution timeframes by proactively identifying potential problems and implementing preventative measures.
EPIC Radiant Go-Live Consultant
Christus Health
06.2023 - 07.2023
- Boosted staff confidence in using EPIC Radiant through comprehensive documentation of procedures and best practices for reference during daily operations.
- Contributed to enhanced patient experiences, streamlining appointment scheduling through the use of EPIC Radiant features.
- Enhanced user adoption of EPIC Radiant, conducting comprehensive training sessions for medical staff.
- Increased efficiency within radiology departments through tailored configuration of EPIC Radiant tools.
- Ensured smooth go-live transitions by offering continuous support and troubleshooting expertise during critical periods.
- Streamlined radiology workflow through the effective customization of EPIC Radiant modules.
- Boosted overall staff performance with hands-on support during go-live periods and continuous follow-up assistance.
Epic Cadence ATE Support Consultant
Allegheny Health Network
06.2023 - 06.2023
- Supported the successful go-live of numerous Epic implementations by providing onsite ATE assistance throughout the process.
- Improved client satisfaction by providing timely and efficient Epic Cadence support to healthcare professionals.
- Increased user adoption rates with personalized coaching sessions and ongoing support for Epic Cadence users.
- Streamlined communication between IT teams and end-users by serving as a liaison in troubleshooting Epic Cadence-related problems.
- Provided expert guidance on how to best utilize Epic Cadence features, enabling clients to fully leverage the software''s capabilities for their specific needs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Epic Ambulatory and Cadence Upgrade Go-Live
Boston Medical Center
05.2023 - 05.2023
- Served as a liaison between end-users, project managers, and IT staff to ensure effective communication during implementation projects.
- Enhanced user experience by providing on-site support and troubleshooting for Epic Ambulatory Go Live events.
- Provided personalized training for physicians, nurses, and administrative staff on the use of Epic Ambulatory modules.
- Handled sensitive information with the utmost professionalism, maintaining strict compliance with HIPAA regulations.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Epic Ambulatory Go Live Consultant
Chicago Consulting Physicians
03.2023 - 04.2023
- Identified and documented software issues
- Set-up end user's DAR's
- Assisted with Orders, Documentation and Scheduling
- In-Basket and Multi-functional Scanning/Faxing
- Assisted clinical and front office staff
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
- Adhered to organization workflow
- Developed expertise in various Epic applications such as MyChart, Cadence, Prelude, Resolute Professional Billing, and more.
- Maintained up-to-date knowledge of regulatory guidelines, industry trends, and best practices related to electronic health records systems.
- Actively participated in ongoing professional development opportunities provided by Epic Systems Corporation.
- Contributed to increased adoption rates of Epic Ambulatory software through effective communication and relationship-building efforts with endusers.
- Supported successful Go Live events by coordinating with multiple departments, ensuring seamless integration across all workflows.
- Assisted in the development of comprehensive training materials to facilitate the transition to new EHR systems.
- Handled sensitive information with the utmost professionalism, maintaining strict compliance with HIPAA regulations.
- Reduced system downtime with proactive maintenance and timely resolution of technical issues during Go Live events.
- Played a critical role in the successful implementation of Epic Ambulatory EHR systems across multiple healthcare organizations.
- Collaborated with interdisciplinary teams to optimize EHR workflows, improving overall patient care and satisfaction.
- Demonstrated adaptability by quickly learning new modules and adapting training approaches based on client-specific requirements.
- Enhanced user experience by providing on-site support and troubleshooting for Epic Ambulatory Go Live events.
- Served as a liaison between end-users, project managers, and IT staff to ensure effective communication during implementation projects.
- Managed escalated issues effectively, working closely with stakeholders to find solutions that met their needs while maintaining best practices.
- Provided personalized training for physicians, nurses, and administrative staff on the use of Epic Ambulatory modules.
- Responded to customer inquiries and provided technical assistance over phone and in person.
EPIC Radiant Go-Live Consultant
McLeod Hospital
11.2022 - 12.2022
- Monitored system performance to identify potential issues.
- Assisted technicians with schedule set-up
- Demonstrated how to Start and End a test
- Documentation and Entering orders
- Adhered to organization workflow
Epic Cadence Consultant
Boston Medical Center, Boston
11.2022 - 11.2022
- Provided ATE support for multi-special hospital during Epic Upgrade
- Demonstrated new functions with In-Basket
- Secure Chat
- Scheduling and Registration
Epic Cadence ATE Support Consultant
Common Spirit Health
10.2022 - 10.2022
- Assisted front office with DAR set-up
- Helped end users with Registration and RTE Verifications
- Demonstrated check-in and check-out processes
- View schedules and appointments
- Payment posting and collections
EPIC Radiant Go-Live Consultant
Trinity Health - St. Joseph Mercy Hospital
09.2022 - 10.2022
- Supported Physicians and Clinicians in Cath Lab creating orders and order sets, notes, medication reconciliation and putting in charges
- Supported end users to create new cases in the office and documentation during a code
- Provided support with documenting on the flowsheet, MAR, education, and care plan
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
- Assisted providers with dragon- how to transfer text, step by step command and configuring of the buttons
- Assisted end users on how to sign in on the track board, sign in, assign patients, document on the ED navigator and how to discharge patients
- EPIC EHR Support, Configured hardware, devices, and software to set up workstations for employees
Ambulatory/Inpatient Epic Consultant
UCSF Health
08.2022 - 09.2022
- Monitored system performance to identify potential issues.
- Responded to end users inquiries and provided technical assistance over phone and in person.
- Provided support with documenting on the flowsheet, MAR, education, and care plan
- Assisted Social Workers with Group Therapy documentations and treatment plans
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
EPIC Radiant Go-Live Consultant
UNC Health Care
07.2022 - 07.2022
- Supported Physicians and Clinicians in Radiology Department creating orders and order sets, notes, medication reconciliation and putting in charges
- Provided support with documenting on the flowsheet, MAR, education, and care plan
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
- Assisted providers with dragon- how to transfer text, step by step command and configuring of the buttons
- Responded to customer inquiries and provided technical assistance over phone and in person.
Epic Go-Live Consultant
University Health Network
06.2022 - 06.2022
- Diagnosed and troubleshot hardware, software and network issues
- Responded to customer inquiries and provided technical assistance over the phone
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Researched and identified solutions to technical problems
- Created tickets for escalation via Service Now
Epic Ambulatory Go Live Consultant
Atrium Health
03.2022 - 04.2022
- Identified and documented software issues
- Set-up end user's DAR
- Assisted with Orders, Documentation and Scheduling
- In-Basket and Multi-functional Scanning/Faxing
- Assisted clinical and front office staff
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
- Assisted office manager with configuring and generating reports
- Provided clinical and non-clinical staff step by step instructions to populate department workqueue
- Adhered to organization workflow
Invasive Surgery Scheduler
Piedmont Hospital
07.2020 - 03.2022
- Verified insurance coverage and obtained pre-authorizations.
- Educated patients about surgeries and provided treatment plan documentation.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Coordinated with facilities to set up surgeries for multiple surgeons and specialties.
- Documented and logged all surgical cases posted in Connect Force
- Expert on Jabber System and Agenta Snap
- Answered heavy phones
Procedure Coordinator
Piedmont Newnan Hospital
04.2017 - 07.2020
- Managed provider itinerary and appointments and streamlined scheduling procedures.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized meetings for executives and coordinated availability of conference rooms for participants
- Trained team members on EPIC Software upgrades
- Oversaw appointment scheduling and itinerary coordination for both providers and patients
- Ordered medical and office supplies
- Created business cards, flyers and other promotional materials
Centralized Scheduler
Piedmont Heart Institute
02.2014 - 04.2017
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Answered phone calls and messages for multiple surgeons in medical facility, scheduling appointments, and handling patient inquiries
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols
- Developed and implemented efficient scheduling systems to maintain organized medical appointment schedules
- Managed patient flow and triage calls to prioritize patient needs and put efficient use of clinic resources
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization
- Maintained accurate patient records for proper tracking of patient history and treatment
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues
- Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment
- Coordinated with other departments to facilitate seamless operation and excellent patient care
- Monitored patient wait times, providing updates to achieve optimal patient satisfaction
- Managed office logistics by scheduling appointments, maintaining files and collecting payments
- Greeted visitors and initiated triage processes for clients to streamline patient flow
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
- Placed new supply orders, managed inventory and restocked clerical spaces
- Assisted with medical coding and billing tasks
- Registered and verified patient records before triage with most up-to-date information
- Received and routed laboratory results to correct clinical staff members
- Performed various administrative tasks by filing, copying and faxing documents
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts
- Prepared and processed patient referrals and transfer requests
Patient Access Specialist
Piedmont Heart
03.2012 - 02.2014
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Performed patient pre-admission, admission, transfer and discharge activities
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
- Trained new staff on hospital processes and procedures.
- Providing excellent customer service by promptly answering patient inquiries.
Education
Technical Diploma - Billing And Coding & Healthcare Administration
Sanford Brown College
04.2010
Skills
- Customer service expert
- EPIC Application support
- EPIC Desktop support
- Technical documents comprehension
- Health Information Management
- Interpersonal Communication
- Problem-Solving and Troubleshooting
- Organization and Time Management
- Administrative Support
- Medical Terminology/Anatomy
- ICD-10 &12 and CPT Coding
- Connect Force and Agenta Snap Knowledge
- SalesForce Knowledge and Support
- OnBase Knowledge and Support
- RightFax Knowledge and Support
- Go-Live Support
- Microsoft Windows and Office
- Network Troubleshooting
- Remote Support
- Ticket management
- Training and Coaching
- Remote Technical Support
- Teamwork and Collaboration
- Time Management
- Call Center Operations
- Adaptability and Flexibility
- Organizational Skills
- Excellent Communication
Timeline
Epic HIM Go-Live Consultant
Deaconess Heartland Hospital
08.2024 - 08.2024
Epic Cadence ATE Support Consultant
Lourdes Guthrie Hospital
07.2024 - 08.2024
EPIC Radiant Go-Live Consultant
Lourdes Guthrie Hospital
06.2024 - 06.2024
EPIC Radiant Go-Live Consultant
Hartford CT Ortho
05.2024 - 06.2024
Epic Go-Live Consultant
Boston Medical Center
05.2024 - 05.2024
Epic ClinDoc Consultant
Driscoll Children's Rio Grande
04.2024 - 05.2024
Epic Go-Live Consultant
Boston Medical Center
03.2024 - 04.2024
Epic Go-Live Consultant
Christus Health
02.2024 - 03.2024
Epic Go-Live Consultant
Boston Medical Center
02.2024 - 02.2024
Epic Go-Live Consultant
RWJ Barnabas Health Medical Group
10.2023 - 11.2023
EPIC Radiant Go-Live Consultant
UNC Appalachian Regional
09.2023 - 10.2023
Epic Cadence ATE Support Consultant
Advocate Aurora Health Care
07.2023 - 08.2023
EPIC Radiant Go-Live Consultant
Christus Health
06.2023 - 07.2023
Epic Cadence ATE Support Consultant
Allegheny Health Network
06.2023 - 06.2023
Epic Ambulatory and Cadence Upgrade Go-Live
Boston Medical Center
05.2023 - 05.2023
Epic Ambulatory Go Live Consultant
Chicago Consulting Physicians
03.2023 - 04.2023
EPIC Radiant Go-Live Consultant
McLeod Hospital
11.2022 - 12.2022
Epic Cadence Consultant
Boston Medical Center, Boston
11.2022 - 11.2022
Epic Cadence ATE Support Consultant
Common Spirit Health
10.2022 - 10.2022
EPIC Radiant Go-Live Consultant
Trinity Health - St. Joseph Mercy Hospital
09.2022 - 10.2022
Ambulatory/Inpatient Epic Consultant
UCSF Health
08.2022 - 09.2022
EPIC Radiant Go-Live Consultant
UNC Health Care
07.2022 - 07.2022
Epic Go-Live Consultant
University Health Network
06.2022 - 06.2022
Epic Ambulatory Go Live Consultant
Atrium Health
03.2022 - 04.2022
Invasive Surgery Scheduler
Piedmont Hospital
07.2020 - 03.2022
Procedure Coordinator
Piedmont Newnan Hospital
04.2017 - 07.2020
Centralized Scheduler
Piedmont Heart Institute
02.2014 - 04.2017
Patient Access Specialist
Piedmont Heart
03.2012 - 02.2014
Technical Diploma - Billing And Coding & Healthcare Administration
Sanford Brown College
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