Donald Adams

• Participated in regular meetings with management to assess and address issues and identify and implement improvements.
• Performed quality assurance to assess data and validate results.
• Utilized formulas to extract data from queries into Excel spreadsheets.
• Maintained user confidence and protected operations by keeping information confidential.
• Reported on common sources of technical issues or questions and made recommendations to product team.

· Assigned to 25 Northside Hospital Ambulatory Practices across metro Atlanta

· IT liaison between Northside Hospital and the Ambulatory Practices for questions or concerns within Cerner OneChart workflows, troubleshooting, educating, and/or incidents (helpdesk tickets) needing to be submitted and resolved

· Communicated any and all issues or concerns via email, phone call, remote access into end user computer, and or virtual conference calls.

· During practice site visit, I would establish rapport with Practice Coordinator, Providers and staff, to reassure their comfort level and progress with Cerner OneChart

· Assisted with all new-hires to Practice Analyst team with shadowing and training (10)

· Submitted and managed helpdesk tickets (INC) for assigned Ambulatory Practices (Service Now)

· Documented and kept track of each practice site visit and the day-to-day experience (via Microsoft Excel, Salesforce, MethodM Portal)

· Achievement: Successfully created and implemented multiple step-by-step workflow/job aid document(s)

· Contributed to appointment backloading (via RevCycle) for upcoming practices seeking to Go-Live

• Maintained positive working relationship with fellow staff and management.
• Answered user inquiries to resolve computer software or hardware operation problems.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
• Collected, analyzed and reported on data for use in operational planning.
• Referred major hardware or software problems or defective products to vendors or technicians for service.
• Entered commands and observed system functioning to verify correct operations and detect errors.