Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
BusinessAnalyst
Heidi Elkin

Heidi Elkin

Management
Maple Grove,MN

Summary

Dynamic leader with a proven track record at Nuance + Microsoft, excelling in stakeholder communication and complex problem-solving. Spearheaded innovative training programs, achieving significant quality improvements in healthcare documentation. Skilled in change management and team leadership, fostering cross-functional collaboration and driving customer satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Technical Engineering Manager

Nuance + Microsoft
06.2021 - 09.2024
  • Worked closely with over 30 leaders, 2 vendor agencies, 2-4 partner managers to ensure client satisfaction was achieved and sustained.
  • Continual collaboration across 15-20 accounts and 2-3 executive levels above me to meet and exceed expectations of our DAX healthcare clients.
  • Created, grew, and lead 4 growth-minded, quality driven, high producing, customer obsessed, creative thinking, and problem-solving teams.
  • Evaluated, created, trained, and implemented processes that allowed sustainable high quality medical document creation by vendor and internal DAX full service transcription teams.
  • Collaborated throughout DAX operations partnering with other leaders to identify pain points to develop and implement training resources and training programs for achieving and maintaining coverage and high performance of our DAX full-service accounts.
  • Developed and implemented EHR best practice trainings for our vendor and internal teams for EPIC, NextGen, and Cerner.
  • Created, developed, and implemented a successful "train-the-trainer" program for one of our largest DAX full-service accounts requiring immediate improvement in their pasting quality. This program successfully trained a team of dedicated internal pasting QDS who were to able to recover the quality and maintain the customer.
  • Created and continued to improve a new "project based team" program utilized in the successful migration of DAX full service transcription workloads from internal to vendor teams.

Lead Clinical Nurse

M Health Fairview
01.2019 - 02.2020
  • Served as clinical resource for staff, offering guidance on best practices and troubleshooting difficult cases to ensure high-quality care delivery.
  • Conducted ongoing evaluations of nursing practice to identify areas for improvement, implementing evidence-based interventions to enhance patient outcomes.
  • Promoted positive work environment, fostering open communication among team members to address challenges and improve patient outcomes.
  • Coordinated seamless transitions between levels of care by communicating effectively with external agencies such as home health services or rehabilitation facilities.
  • Assisted management in developing policies and procedures that promoted safe practice standards across the unit, contributing to an overall culture of safety within the organization.
  • Managed critical situations calmly under pressure, making quick decisions that ensured timely intervention during emergencies or crises.
  • Enhanced patient care by implementing evidence-based nursing practices and maintaining up-to-date knowledge on clinical advancements.
  • Mentored new nurses through preceptorship programs, facilitating their transition into the clinical setting while enhancing their professional growth.
  • Facilitated patient-centered care by actively involving patients in their treatment decisions, empowering them with knowledge and resources for self-management.
  • Served as a clinical resource to staff, patients and families.
  • Participated in quality improvement initiatives to improve patient care.
  • Developed and maintained collaborative relationships with healthcare providers.
  • Monitored clinical staff performance and provided feedback.
  • Identified clinical risks and took appropriate preventative actions.
  • Provided clinical oversight and support to health care teams.
  • Assisted in development and implementation of new clinical programs.
  • Monitored and maintained clinical supplies, materials and inventory.
  • Facilitated patient and family education and counseling.
  • Created educational materials for staff and patients.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.

Nurse

Children's Minnesota
11.2017 - 01.2019
  • Performed accurate documentation of patient assessments, interventions, and outcomes in compliance with regulatory standards.
  • Administered medications via oral and intramuscular injections and monitored responses.
  • Promoted a safe and comfortable healing environment by addressing patient concerns promptly and professionally.
  • Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
  • Educated patients on disease management, self-care techniques, and wellness strategies to improve long-term health outcomes.
  • Improved patient satisfaction ratings by delivering compassionate and personalized care.
  • Utilized strong clinical judgment in prioritizing patient needs during high-stress situations, ensuring optimal outcomes.
  • Collaborated with interdisciplinary teams for optimized patient treatment plans and outcomes.
  • Reduced medication errors through thorough double-checking of prescriptions and dosages.
  • Maintained up-to-date knowledge on emerging trends in nursing practice to enhance effectiveness in delivering quality care.
  • Assisted physicians in performing diagnostic tests and procedures to facilitate prompt diagnosis and treatment.
  • Increased quality of care by participating in ongoing professional development opportunities such as workshops, conferences, and online courses.
  • Provided emotional support to patients'' family members during critical incidents, strengthening overall trust in the healthcare team.
  • Consistently adhered to strict safety guidelines while administering medications or performing invasive procedures.
  • Streamlined communication between patients, families, and healthcare providers to ensure comprehensive understanding of care plans.
  • Communicated with healthcare team members to plan, implement and enhance treatment strategies.
  • Educated family members and caregivers on patient care instructions.
  • Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
  • Performed triage on incoming patients (25-30 per day) and determined severity of injuries and illnesses.
  • Implemented care plans for patient treatment after assessing physician medical regimens.
  • Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
  • Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.
  • Equipped patients with tools and knowledge needed for speedy and sustained recovery.

Intervention Studies Instructor

Osceola High School
09.2016 - 04.2017
  • Promoted a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
  • Tracked student progress of 30 students, frequently checking in with struggling students and identifying root causes of problems.
  • Boosted student performance by providing individualized support and targeted feedback.
  • Initiated new learning methods, eliminating instructional gaps and improving comprehension.
  • Promoted classroom safety, collaboration, and best practices.
  • Tested and evaluated students on materials presented in workshops and classes.
  • Applied various teaching aids to minimize learning gaps and instruct and motivate students.
  • Participated in professional development opportunities to stay current on educational trends and enhance teaching effectiveness.
  • Increased student motivation by developing engaging lesson plans that catered to various learning styles.
  • Observed and adopted new techniques from skilled instructors and lecturers.
  • Improved student performance by defining clear goals and communicating performance metrics.
  • Optimized day-to-day instruction to align educational strategies with industry best practices.
  • Reviewed class and student records to identify improvement opportunities.
  • Assisted in curriculum development, ensuring alignment with state standards and best practices for effective instruction.
  • Enhanced classroom collaboration through the implementation of group projects and team-building activities.
  • Developed and clearly presented classroom rules, guidelines and objectives.
  • Fostered positive learning environment, encouraging students to express their ideas and questions freely.
  • Enhanced student critical thinking skills through problem-based learning activities.

Education

Associate of Science - Education

Wisconsin Indianhead Technical College
Wiscsonsin

Bachelor of Science - Education

University of Wisconsin Stout
Menomonie, WI

Associate of Science - Nursing

Century College
Minnesota

Bachelor of Science - Business Administration And Management

American Military University
Remote
05-2026

Skills

  • Stakeholder Communication
  • Change Management
  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Training and Development
  • Staff Management
  • Cross-Functional Teamwork
  • Customer Relationship Management (CRM)
  • Product Management
  • Project Planning
  • Work flow planning

Accomplishments

  • Supervised team of 20-40 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved successful recovery of a large client account through effectively analyzing, developing, and implementing a "train-the-trainer" program.
  • Achieved successful migration of greater than 200 accounts by developing and continuing to improve a "project based team" program utilized to transition DAX full service workloads from internal to vendor teams with accuracy, efficiency, and sustained success.

Certification

  • AI Copilot Champion Microsoft June 2024
  • Lean Six Sigma Yellow Belt (LSSYB) Microsoft February 2024

Timeline

Technical Engineering Manager

Nuance + Microsoft
06.2021 - 09.2024

Lead Clinical Nurse

M Health Fairview
01.2019 - 02.2020

Nurse

Children's Minnesota
11.2017 - 01.2019

Intervention Studies Instructor

Osceola High School
09.2016 - 04.2017
  • AI Copilot Champion Microsoft June 2024
  • Lean Six Sigma Yellow Belt (LSSYB) Microsoft February 2024

Associate of Science - Education

Wisconsin Indianhead Technical College

Bachelor of Science - Education

University of Wisconsin Stout

Associate of Science - Nursing

Century College

Bachelor of Science - Business Administration And Management

American Military University
Heidi ElkinManagement