Dulce Revollar

• Facilitate training sessions for end-users, including physicians, nurses, medical assistants, front desk staff, pharmacy, and dental assistants.
• Act as the primary subject matter expert (SME) for designated Epic modules or other assigned HealthPoint technologies, ensuring knowledge remains current with system updates, new releases, and industry standards.
• Provide secondary SME support for additional Epic modules or assigned HealthPoint technologies as needed.
• Support the coordination of training schedules to meet organizational onboarding and learning needs, in accordance with departmental and organizational procedures.
• Build and maintain strong relationships with clinic staff to encourage effective communication and gather valuable feedback.
• Work closely with the IT support team to escalate and help resolve technical issues efficiently.
• Contribute to projects involving assigned applications, as required.
• Assist with the implementation and transition to new software modules or system upgrades, including conducting testing during both implementation and maintenance phases.

• Design, update, and maintain a variety of training materials including manuals, checklists, handbooks, and reference guides to support staff using the electronic health record system and other business applications across all HealthPoint roles.
• Provide onsite job shadowing and support for new employees as needed.
• Stay informed about the responsibilities, workflows, and functions of various roles to deliver tailored and effective training.
• Contribute to workflow redesign and process improvements as necessary.
• Help coordinate training schedules to align with organizational hiring and onboarding needs.
• Foster strong relationships with clinic staff to encourage open communication and gather actionable feedback.
• Remain current on changes in policies, procedures, regulations, workflows, business initiatives, and technologies to ensure training content remains accurate and up to date.
• Conduct staff shadowing to support quality assurance, ensure HIPAA compliance, and reinforce previous training.
• Participate in application-related projects as assigned.
• Support the implementation and transition to new software modules or upgrades, including testing new builds and applications during both deployment and maintenance phases.

• Primary contact for Bothell clinic, call center staff, and specialty clinics regarding referrals
• Process an average of 20 referrals a day
• Refer patients to the right specialty as well as confirming patient insurance is accepted
• Process Prior Authorizations for referrals and imaging orders
• Fax referrals along with corresponding chart notes and patient information
• Follow up with facilities to request consult notes if patient has been seen to complete referrals
• Follow up and Complete High Risk referrals with documentation and keeping provider up to date
• Follow up with patients that have High Risk or Urgent referrals to see if any assistance is needed (scheduling appointment) or if they have any questions/concerns.
• Educate patients and staff with information regarding referral process
• Provide non-insured patients with information regarding charity application and referral process

• Assist with taking calls to ensure that they are still answered in a timely manner
• Primary contact for staff questions and escalated calls through escalation line
• Perform staff audits and run E.H.R reports
• Provide feedback for new staff as well as veteran staff
• Plan and lead weekly huddles (as needed)
• Assist with New staff training (as needed)
• Take part in additional past and present projects:

· Developing call center resource page

· OB project (call out, collect quarterly data)

· Gather information and set up recognition board every month

· Data distribution for all E.H.R messages sent by call center

• Answer an average of 90 calls per day
• Provide additional resources to patients
• Schedule appointments for Providers, BH’s, RD’s, RN’s, and MA’s
• Send appropriate tasks to correct provider/clinic
• Assist with talk and type with new staff
• Provide shadow experience for new staff
• Involved in staff audits and projects such as:

- patient portal

- voicemail management

- brag tags

- interpreter cancellation PDSA