Hollie Jones
Bristol,TN
Summary
Independently motivated EHR software support technician specializing in ophthalmology work flows and terminology with workable knowledge of various EHR software such as MDoffice EHR, CompUlink, Modernizing Medicine, MedFlow, NextGen, NextTech, and other boutique EHRs. I have a working knowledge of MIPS MACRA and importance of patient engagement. I have contributed to impacting business outcomes through effective organization, prioritization, and execution of key projects. To demonstrate the scope of my career history and professional competencies, please take a moment to review my attached resume. I appreciate your evaluation of my credentials and subsequent response.
Overview
25
25
years of professional experience
Work History
Practice Experience Manager
Verana Health
San Francisco, CA
07.2022 - 09.2023
- Delivered exceptional " white glove" customer service per Verana SLAs to every American Academy of Ophthalmology fellow
- Built foundation relationship with practice by listening to practice's 2023 MIPS reporting plan
- Investigated and resolved practice inquiries and complaints quickly.
- Recommended products to practices, thoroughly explaining details.
- Remained abreast of current Centers for Medicare & Medicaid Services measure changes
- Responded proactively and positively to rapid change of IRIS dashboard and American Academy of Ophthalmology AAO work flows.
- Met customer call guidelines for service levels, handle time and productivity.
- Introduced and Educated practices regarding function and use of IRIS dashboard
- Responded to practice requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of all Verana products and service changes.
- Met with150 + practices monthly or quarterly cadence based on practice's mips quality performance category
- Effective liaison between practices and internal departments.
- Validate providers and admin users for IRIS dashboard access
- Assist Verana engineering team as a liaison between practice and engineering team to establish remote connection to EHR server
- Assist practice with understand measure elements and assessing the outcome for MIPS attestation
- Calculation potential MIPS score aside from the Cost Category
Software QA Software Tester
Eyecare Leaders, MDoffice EHR Software
Durham, NC Internal Promotion From EHR Support
08.2013 - 07.2022
- Collaborated with developers and product owners to stay current on product features and intended functionality
- Worked with supervisors to Develop successful processes and improve testing capabilities
- Interacted with product managers to deliver performance issue resolution reports
- Evaluated results against design and customer standards
- Identified and tracked defects within 500+ EMR MDoffice components and supported developers in resolving problems by completing additional tests.
- Resolved various product issues through hands-on software testing
- Very proud of forging a testing layout that improved and solved many clinic barricades
- Collaborated with team of 3 programmers in the development of MDoffice sound product testing
- Revised an existing component to filter social vs medical items
- Developed and tested wheelchair icon for labeling exam to increase patient navigation in clinic
- Educate and Migrate over 500 EMR users from NewCrop to Rcopia4 Erx with no down time
Senior EHR Support Specialist
Eyecare Leaders, MDoffice EHR Software
Durham, NC See Also Software QA Software Tester
03.2012 - 07.2022
- Deliver technical and clinical support to 1,500 MDoffice users to successfully support and train physicians their staff on function and use of EMR software (MDoffice) using remote training techniques as well as assist clients with third party vendor partners such as Rcopia, GFI,FaxMaker,SureScripts, and Updox
- Assisted Providers and Administrators with all practice support needs.
- Contribute to the creation of training resource materials
- Establish rapport; gain and maintain credibility with diverse audiences
- Help our clients adopt best practices in using MDoffice modules to proficiently manage their practice
- Record details of client feedback throughout the training process
- Manage the client training schedule based on practice workflow and/or user roles and coordinate with office administrators to properly execute the client training with minimal supervision and ensure that practices successful and comfortable with usage
- Collaborate with the technical teams to continuously improve training materials, software and client launch practices
- Suggest software improvements and enhancements to software engineers MDoffice system software
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Effectively listens to clients and gathers information from clients when evaluating and analyzing the problem or feature request
- Research required information using available resources and provides a quality response
- Accurately record client interactions
- Provide excellent client service and follows-up with clients as necessary
- Sharing work flow resources
- Collaborate with the technical teams to continuously improve training materials, software and client launch practices
- Identifies and escalates issues as needed to team members, using appropriate escalation channels
- Follows established processes and procedures
- Understands 500 + MDoffice EHR module functionality and tools
- Maintained record of daily individual activities, behaviors and pertinent incidents for patient analysis and assessment.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Stays current with system information, changes and updates
- Proactively seeks information, training, and assistance, as needed, to perform job functions
- Collaborates, shares, and assists teammates to build personal and team competencies and meet client's needs
- Assists with sales, training, and implementation tasks, as needed Other duties as assigned by Eye Care Leader operations Manager
- Analytical and problem-solving abilities
- Excellent written and oral communication skills
- Self-motivated with ability to work independently or as a team
- Ability to perform in a fast pace environment
- The Software QA Software Tester responsible for designing and performing tests to determine software performance and component software usability
- Collaborate with software developers
- Collaborate with the technical teams to continuously improve training materials, software and client launch practices.
Ophthalmology Assistant, COA
Eye Physicians Southwest Virginia
Abingdon, VA
07.2009 - 03.2012
- Assist 3 ophthalmologists and 2 optometrists with routine, specialty, and triage patient care, assist in surgical office procedures, scribe and code procedures for physicians, assist with minor office surgery procedures, obtain patient physical health and vision history, perform preliminary measurements of routine, preoperative, and post operative patients, schedule patients for surgery, refractions, educate pre-op and post-op patients on surgical care, prior authorization of insurance for inpatient
- Directed patients to exam rooms for initial evaluations and intake to aide physicians with carrying out efficient appointments.
- Used Lensometer to measure and record lens power of existing prescriptive spectacles.
- Measured intraocular pressure using Goldman and Tonopen tonometry process.
- Measured and recorded visual acuity and color vision testing.
- Performed lensometry and slit-lamp examinations.
- Applied eye medications and drops to dilate pupils in preparation for examinations.
- Identified issues during preliminary exam and addressed concerns with physician.
- Triaged phone calls from patients and outside contacts and handled in order of importance.
- Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries.
- Conducted Goldman and Humphrey Visual Field Testing as part of overall vision evaluation.
- Instructed patient in care of use of various types of contact lenses, demonstrating insertion, removal and cleaning.
- Instilled anesthetic drops and assisted in laser treatments and minor procedures.
- Explained pre- and post-operative procedures to patients and carefully reviewed surgical plans.
- Conducted corneal pachymetry as screening for Keratoconus, LRI surgery and glaucoma.
- Cleaned or sterilized ophthalmic or surgical instruments.
- Identified issues during preliminary exam and addressed concerns with physician.
- Reviewed inventory levels to check medications and other materials, placed orders and restocked supplies to meet forecasted needs.
- Called patients to inquire about post-operative status or recovery.
- Called patient insurance plans to obtain preauthorization for procedure or medications
- Assisted patients to obtain medication assistance
- Assisted lead staff as practice migrated from paper charting to EHR charting
Optical Manager
Doctor's ValuVision P.L.L.C
Bristol, TN
07.2000 - 03.2012
- Verify parameters of contacts and glasses, educate contact lens patients on insertion/removal and sterilization techniques of daily wear, extended wear, cosmetic, and post surgery corrective lenses, order and dispense contacts, manage contact lens accounts for multiple locations, access daily telephone calls to determine patients triage needs, call in refill prescriptions to pharmacies, schedule and follow-up patient specialty referrals, perform automated and manual visual field testing, biometry measurements
- Retina Tomograph, Corneal topography, various Ultrasound techniques, conventional and digital fundus photography, Proficient use Electric Medical records system
- Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries
- Conducted Goldman and Humphrey Visual Field Testing as part of overall vision evaluation
- Instilled anesthetic and medicinal drops routine patient care
- Performed lensometry and sit-lamp examinations
- Adjusted fit and conducted minor repairs to eyeglasses as part of patient fit process
- Measured intraocular pressure using Goldman and
- Tonopen tonometry process
- Used Lensometer to measure and record lens power of existing prescriptive spectacles
- Conducted corneal pachymetry as screening for Keratoconus, LRI surgery and glaucoma
- Triaged phone calls from patients and outside contacts and handled in order of importance
- Instructed patient in care of use of various types of contact lenses, demonstrating insertion, removal and cleaning
- Measured corneal curvature using keratometer to determine axis and extent of astigmatism
- Measured and recorded visual acuity and color vision testing
- Conducted binocular disparity tests to assess depth perception
- Worked well with patients, staff and manufacturer representatives to carry out successful office- and patient-related work each day
- Identified issues during preliminary exam and addressed concerns with physician
- Promoted positive and smooth patient flow throughout facility, encouraging more efficient operations and boosting patient satisfaction
- Directed patients to exam rooms for initial evaluations and intake, including history, medication and symptom documentation, to aide physicians with carrying out efficient appointments
- Cleaned and sterilized ophthalmic or surgical instruments
- Called patients to inquire about post-operative status or recovery
- Reviewed inventory levels to check medications and other materials, placed orders and restocked supplies to meet forecasted needs
- Assist with creating and maintaining Front desk, Retail sales and Lab personnel schedules, ordering office supplies, organize doctor schedules, arrange and record sales, lab lens usage, productivity reports, and exam figures by daily, weekly, monthly, and year to date basis
- Assist General Manager with payroll to sales figures ratios
- Schedule and supervise biannual inventories of The TRICITIES { Bristol, Kingsport, and Johnson City Tennessee} locations.
Eyewear Specialist
Doctor's ValuVision P.L.L.C
Bristol, TN Internal Promotion To Optical Manager
07.1998 - 03.2006
- Assisting patients with eyewear needs, assure frame selection is well designed for lens style and patients needs, perform and record optical measurements, inform patient of the latest developments in optical technology to assure optimum use and satisfaction of eyewear, maintain and organize stockroom, arrange displays, adjust eyewear to patient, verify prescriptions, assist patients with understanding of the vision care plans and insurance plans
- Assist co-workers by cross training into other areas of the office such as reception, contact lens fitting and dispensing, pre-test, and assisting Optometrists with procedures, medical testing, and referrals for outside treatments or procedures
- Create and maintain training program for new hire
- Mentor Eyewear Specialists and Dispensers hired for the Tri Cities and Knoxville locations.
Education
Certified Ophthalmology Assistant
International Joint Commission of Ophthalmology
12.2020
Paraoptometric
Indiana School of Optometry
Bloomington, IN06.1998
Associate of Applied Science -
Southwest Virginia Community College
Richlands, VA05.1995
Skills
- Software diagnosis with specialty in technical troubleshooting and Software customization
- HIPAA compliance
- Train clinical staff EHR charting and Erx processes
- Pro-Action in support , teach clients to be self reliant by teaching component use to prevent user error
- Skilled COA(inactive certification) with background in EHR and remote desktop environments
- Hallmark 100 % practice satisfaction Collaborative team player known for clinic skill and keen practical judgment Knowledge of optometric /optical terminology and ophthalmic instruments
- Demonstrate quality optical skills with proficient use of manual and automated instruments
- Excellent communication skills Ability to remain calm under stress Ability triage situation
- Quick learner Self motivator Cooperative spirit Tact when interacting with staff members and patients
- Skilled Senior EHR support specialist with broad base of experience in technical support and operations
- Delivering high levels of customer satisfaction excellent knowledge of various EHRs
Accomplishments
- Only EyeCare Leaders service team member with100% client satisfaction score
- Joint Commission of Allied Health Personnel in Ophthalmology - Certified Ophthalmology Assistant- COA
Affiliations
Healing Hands Health Care -Member of Volunteer Staff Vision Care 210 Memorial Drive Bristol, TN
INACTIVE Licensed State of Tennessee Dispensing Optician1999-10 Licensed Optician American Board of Optometry ABOC1998-04 Certified Optometric Assistant Joint Commission of Allied Health Personnel in Ophthalmology 2000-2022
Timeline
Practice Experience Manager
Verana Health
07.2022 - 09.2023
Software QA Software Tester
Eyecare Leaders, MDoffice EHR Software
08.2013 - 07.2022
Senior EHR Support Specialist
Eyecare Leaders, MDoffice EHR Software
03.2012 - 07.2022
Ophthalmology Assistant, COA
Eye Physicians Southwest Virginia
07.2009 - 03.2012
Optical Manager
Doctor's ValuVision P.L.L.C
07.2000 - 03.2012
Eyewear Specialist
Doctor's ValuVision P.L.L.C
07.1998 - 03.2006
Certified Ophthalmology Assistant
International Joint Commission of Ophthalmology
Paraoptometric
Indiana School of Optometry
Associate of Applied Science -
Southwest Virginia Community College