Jennifer Peele-Clark
Raleigh,NC
Summary
Highly adaptable Application Trainer and Support Analyst with a strong recommendation to place name and contact information at the top or create a side panel section for quick reference. Effective Trainer and Enthusiastic Learner with a proven track record in the Healthcare IT environment, driving cost savings through value-added improvements. Possessing CompTIA Project+ Certification and RHIA Certification, successfully implementing applications, troubleshooting software issues, developing employee training programs, and optimizing office workflows. Recognized for flexibility, versatility, and ability to remain calm with a sense of humor under pressure while consistently meeting high-priority deadlines. Poised and competent, excelling in collaboration with diverse teams transcending personality and educational differences.
Overview
25
25
years of professional experience
1
1
Certification
Work History
HIM Specialist
Duke University Health System
01.2020 - Current
- Work closely with internal/external customers to meet their health information management needs as it relates to the release of PHI via paper & electronic media
- Review requests for appropriateness & validate the authorization
- Research missing medical or other data information & comply with departmental procedures for follow-up when unable to find the medical/data information after exhausting all search procedures
- Retrieve patient charts from off-site locations by accessing the appropriate systems and organizing the information for scanning
- Process medical-legal releases of information for certification relating to internal requests, court orders, subpoenas, search warrants, and production of documents
- Protect the security of medical records to ensure that confidentiality is maintained
- Release information to persons or agencies according to regulations
- Review records for completeness, accuracy, and compliance with regulations
- Participate as a member of the Employment Engagement Team, which acts as a liaison between employees and leadership.
HCIT Senior Support Specialist/HCIT Application Specialists
Konica Minolta Medical Imaging
04.2018 - 11.2020
- Ensured long-term client retention by establishing and maintaining strong relationships through exemplary service delivery.
- Collaborated with support specialists, clients, and software development teams to efficiently communicate bug reports for inclusion in future revisions.
- Aided in network troubleshooting procedures utilizing traceroutes, telnet, and ping
- Enhanced team productivity by imparting knowledge, instruction, and leadership leading to improved issue resolution and heightened client satisfaction
- Developed SQL and PostgreSQL queries for efficient manipulation of data in database tables.
- Delivered personalized training sessions to physician's assistants, technicians, and physicians in order for them to effectively utilize the company's software.
- Delivered detailed instruction to radiologists through webinars covering topics including hanging protocols, viewer setup, and Dragon.
- Facilitated train-the-trainer workshops, empowering administrators to successfully educate their teams
- Captured training sessions for employee LMS.
- Contribute to product development efforts by providing valuable user feedback from support interactions.
- Collaborate with cross-functional teams to identify root causes of recurring issues and develop solutions.
- Enhance communication within the support team through regular meetings, status updates, and collaborative tools usage.
- Designed and executed training initiatives resulting in increased staff competency levels.
- Serve as a subject matter expert for the support team, providing guidance on escalated cases.
- Effectively managed and resolved high-volume support tickets, resulting in consistent positive customer service ratings.
- Provided mentorship to junior team members, resulting in enhanced problem-solving skills and professional development. Contributed to creating a more cohesive work environment through guidance.
- Developed and executed training programs for incoming staff.
HCIT Support Specialist
Konica Minolta Medical Imaging
11.2015 - 04.2018
- Delivered software and technical support to individuals utilizing our Picture Archiving and Communication System (PACS) software
- Exceeded expectations in delivering top-notch customer support, consistently achieving daily targets for calls handled and cases resolved
- Facilitated the achievement of all management-set goals by offering guidance, feedback, and mentorship to teammates.
QA Tester
NC FAST
07.2015 - 11.2015
- Provided timely feedback to developers on identified issues, enabling rapid resolution of bugs before launch deadlines.
- Conducted thorough regression testing of previous builds to verify bug fixes and maintain application stability.
- Managed bug tracking systems efficiently, ensuring all issues were logged, prioritized, and resolved in a timely manner.
Application Support Consultant
Allscripts Healthcare Solutions Inc.
10.2011 - 05.2015
- Provided customer service to clients, vendors, and employees by troubleshooting hardware, applications, workflow, interfaces, and network issues
- Consistently exceeded monthly VOC metric score and daily case resolution goals by leveraging superior customer service skills, active listening to understand client issues, and providing effective resolutions.
- Enhanced knowledge through active participation in professional development workshops and webinars, establishing myself as a subject matter expert (SME) within the team for Professional Electronic Record (EHR) application.
- Served as lead trainer on cross-training projects for Pro PM, mentoring multiple new employees and improving client satisfaction by effectively resolving issues.
- Collaborated with software development team to conduct QA testing on the most recent EHR version before it was widely adopted
- Utilized SQL for running queries, stored procedures, and scripts to address and resolve various problems.
Assistant Billing Manager
Hanover Medical Specialists
04.2008 - 06.2011
- Contributed to the smooth functioning of the business office by assisting the billing manager with various tasks such as payment posting, schedule organization for 80 providers, and resolving staffing concerns.
- Provided guidance to a team of 8 medical records staff while supporting the management of over 60 front desk/billing staff
- Promoted team unity and fostered a harmonious working atmosphere, leading to increased staff efficiency.
- Leveraged in-depth knowledge of Allscripts Practice Manager (PM) application to streamline collection workflow, leading to significant savings on labor costs by minimizing staff hours.
IT System Support Specialist
Hanover Medical Specialists
07.1999 - 04.2008
- Troubleshot and resolved hardware, software, workflow, and network issues for a user base of 200+ computers
- Successfully integrated Allscripts Professional EHR system, Itellidose chemotherapy writing software, MedFusion patient portal, and Allscripts Professional PM system. Achieved cost savings for the company and significantly enhanced patient safety measures.
- Demonstrated effective training skills to design and provide professional training for all employees (including physicians), resulting in a return on investment (ROI) of software expenditure.
- Implemented workflow and procedural modifications leading to improved operational efficiencies while reducing operating expenses.
- Maintained meticulous records of troubleshooting procedures and implemented effective solutions in ticket-tracking software.
Education
Health Information Management (BS) -
Western Governors University
Salt Lake City, UT10.2020
Completed coursework towards Bachelor of Science (BS), Computer Science/Mathematics -
Pembroke State University
Pembroke, NCIntro to SQL -
Allscripts Healthcare
Raleigh, NCBasic CompTIA A+ Certification Prep I & II -
Cape Fear Community College
Wilmington, NCCompTIA Project+ Certification -
RHIA Certification -
Skills
- Expert Problem Solving
- Customer Relations
- Documentation Management
- Proficient in MS Office
- Expert in Allscripts Pro EHR, Allscripts PM, EXA PACS, Epic
- Teamwork and Collaboration
- Self Motivation
- Time Management
- Analytical Thinking
- Idea Development and Brainstorming
Certification
- RHIA, AHIMA - 09/2029
- Project Management +, CompTIA
Timeline
HIM Specialist
Duke University Health System
01.2020 - Current
HCIT Senior Support Specialist/HCIT Application Specialists
Konica Minolta Medical Imaging
04.2018 - 11.2020
HCIT Support Specialist
Konica Minolta Medical Imaging
11.2015 - 04.2018
QA Tester
NC FAST
07.2015 - 11.2015
Application Support Consultant
Allscripts Healthcare Solutions Inc.
10.2011 - 05.2015
Assistant Billing Manager
Hanover Medical Specialists
04.2008 - 06.2011
IT System Support Specialist
Hanover Medical Specialists
07.1999 - 04.2008
Health Information Management (BS) -
Western Governors University
Completed coursework towards Bachelor of Science (BS), Computer Science/Mathematics -
Pembroke State University
Intro to SQL -
Allscripts Healthcare
Basic CompTIA A+ Certification Prep I & II -
Cape Fear Community College
CompTIA Project+ Certification -
RHIA Certification -
- RHIA, AHIMA - 09/2029
- Project Management +, CompTIA
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