Emilio Ventura
Carrollton,TX
Summary
Highly experienced and results-driven professional with a proven ability to deliver reliable solutions for both clinical and technical issues, while providing exceptional customer service. Adept at fostering team success and contributing to organizational goals through a strong work ethic, keen attention to detail, and a comprehensive understanding of EMR applications and their current use in the healthcare industry.
Overview
7
7
years of professional experience
Work History
Clinical Application Specialist
Healogics LLC
06.2024 - Current
- Provided Tier I technical support for all users of the i-heal EMR application, resolving issues via inbound calls and self-service tickets.
- Troubleshot and resolved a wide range of application issues including scheduling conflicts, workflow modifications, order documentation errors, and login assistance.
- Ensured efficient resolution of user-reported problems, contributing to seamless clinical operations and user satisfaction.
Clinical Helpdesk Analyst
NTT Data
04.2018 - 05.2024
- Served as Night Shift Team Lead, overseeing team member escalations and ensuring efficient ticket routing for all accounts.
- Managed and coordinated Facility Emergency Maintenance (FEM) for scheduled and unscheduled system downtimes, minimizing impact on clinical operations.
- Conducted comprehensive Quality Assurance (Q&A) call evaluations for all night shift staff, contributing to improved service delivery and team performance.
- Provided extensive clinical support for EPIC EMR modules including AMB, ASAP, Bedtime, Cadence/Prelude, ClinDoc, Haiku, EPIC Mychart, Optime (limited), and EPIC Security.
- Delivered Tier I technical support for a broad spectrum of issues, including MS Outlook, Active Directory, network connectivity, Citrix sessions, and MS Office 365.
IT Consultant
TekStream
02.2021 - 08.2022
- Company Overview: (Contract for Chick-fil-A)
- Dedicated team member providing online support to Chick-fil-A restaurants across all 50 U.S. states.
- Resolved a wide range of IT issues, including Wi-Fi connectivity, Kitchen Production System (KPS) updates, menu updates, and hardware requests.
- Ensured timely and effective resolution of technical challenges, supporting restaurant operations and efficiency.
- (Contract for Chick-fil-A)
Education
Licensed Health & Life Agent -
05.2022
Medical Billing & Coding Specialist -
06.2010
High School Diploma/GED -
05.2005
Skills
- Clinical EMR Systems: EPIC AMB, ASAP, Bedtime, Cadence/Prelude, ClinDoc, Haiku, Mychart, Optime, Security, i-heal EMR
- Technical Support & Tools: Tier I/II Helpdesk Support, Remote Support, ServiceNow, BMC Remedy/Footprint, Bomgar, VMware, Citrix Director, LogMeIn, MS Outlook, Active Directory, MS Office 365, Network Troubleshooting
- Leadership & Operations: Night Shift Team Lead, Escalation Management, Ticket Routing, Quality Assurance (Call Evaluations), Downtime Management (FEMs)
- Healthcare Operations: Medical A/R Collections (Outpatient & Inpatient), Medical Billing & Coding, Clinical Application Support, Workflow Optimization
- Professional Attributes: Motivated Team Player, Interpersonal Skills, Problem-Solving, Customer Service, Detail-Oriented, Adaptability
References
Available upon request.
Skills
EPIC AMB, ASAP, Bedtime, Cadence/Prelude, ClinDoc, Haiku, Mychart, Optime, Security, i-heal EMR, Tier I/II Helpdesk Support, Remote Support, ServiceNow, BMC Remedy/Footprint, Bomgar, VMware, Citrix Director, LogMeIn, MS Outlook, Active Directory, MS Office 365, Network Troubleshooting, Night Shift Team Lead, Escalation Management, Ticket Routing, Quality Assurance (Call Evaluations), Downtime Management (FEMs), Medical A/R Collections (Outpatient & Inpatient), Medical Billing & Coding, Clinical Application Support, Workflow Optimization, Motivated Team Player, Interpersonal Skills, Problem-Solving, Customer Service, Detail-Oriented, Adaptability
Timeline
Clinical Application Specialist - Healogics LLC
06.2024 - Current
IT Consultant - TekStream
02.2021 - 08.2022
Clinical Helpdesk Analyst - NTT Data
04.2018 - 05.2024
ExamFX - Licensed Health & Life Agent,
Medvance Institute - Medical Billing & Coding Specialist,
Mansfield Timberview High School - High School Diploma/GED,