Jessica Costa
Charlotte,NC
Summary
Sr. Technical Lead
Bilingual high performing talented professional with expertise in IT Technical and Trainer roles. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Completed multiple go-lives, organized, motivated employee eager to apply time management and organizational skills in various environments. Knowledgeable in EPIC/CERNER implementation and at major medical centers.
• Strong presentation skills
• Effective staff coach
• Analytical thinker
• Independent decision making
• Accomplished leader
• Planning and development
Overview
9
9
years of professional experience
Work History
IT Manager - Services Coordinator
TEK Systems Global Services
Charlotte, North Carolina
01.2024 - Current
- Controlled operational IT budget and expenditures within department parameters.
- Communicated relevance of organizational goals, policies and procedures to IT department staff.
- Procured IT resources for strategic and operational computing requirements.
- Analyzed workflows and established priorities for daily operations.
- Implemented strategies for improving customer service levels through enhanced use of technology.
Certified Nursing Assistant
Novant Presbyterian Medical Center
Charlotte, NC
08.2023 - 12.2023
- Documented nursing assessments, treatments and follow-up care to maintain patient safety and optimize workflow.
- Reported environmental risks or equipment malfunctions to supervisor.
- Managed supplies and restocked inventory to promote optimal availability for patient care.
- Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
Cerner Trainer
Experis Technology Group
Portland, ME
09.2023 - 10.2023
- Collected, recorded and analyzed data related to nursing care of patients.
- Collaborated with management in multiple departments to drive clinical process change initiatives.
- Analyzed information systems and applications to identify specifications for implementation projects.
- Analyzed computer and information technologies to determine applicability to nursing practice, education, administration and research.
- Installed, repaired, or performed troubleshooting telehealth technology applications or systems.
- Developed, implemented and evaluated informatics solutions and data structures to support patients and health care professionals.
Certified Nursing Assistant I +4
Atrium Healthcare
Charlotte, NC
08.2021 - 07.2023
- Assessed vitals and noted medical information to report changes to nursing staff and physicians.
- Documented nursing assessments, treatments and follow-up care to maintain patient safety and optimize workflow.
- Assisted patients with daily activities under nurse's supervision to provide essential care and emotional support.
- Collected blood, tissue and other laboratory specimens and prepared for lab testing.
- Collaborated with other disciplines to deliver patient care continuity from admission to discharge in support of medical and nursing care plans for individual patients.
Technical Lead
Ettain Group/Atrium Healthcare
Charlotte, NC
06.2022 - 08.2022
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques
and positive customer support. - Conducted workflow analysis, space design or cost comparison analysis.
- Evaluated software or hardware to recommend improvements or upgrades.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
Clinical Data Abstractor
Adventist Health
08.2021 - 04.2022
- Perform data abstraction and data quality reviews
- Create and maintain data dictionaries and data maps.
- Collaborate with healthcare providers and clinical analysts to ensure accurate and timely data entry.
- Identify and resolve data quality issues.
- Review medical records for chart errors
Administrative Staff Assistant (Kidney Transplant)
Atrium Health
Charlotte, NC
12.2020 - 08.2021
- Work side by side and assist Nurse Practitioners, RN's, Medical Assistants, Dieticians, Medical Social Workers, Transplant Surgeons, Cardiologists, etc with the Kidney Transplant patient list
- Trained new clinical staff such as RN's on systems such as EPIC, CERNER, TRANSCHART, And FAXRIGHT WORKQUEUE
- Participated in weekly meetings to review patient's records for whenever a Kidney became available.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
Cerner IT Trainer
Leidos Health
Bangor, ME
01.2019 - 02.2019
- Responsible for implementation of Cerner Inpatient SurgiNet within OR during procedures
- Served as liaison between implementation staff, doctors, nurses and unit staff to ensure that their questions were answered, applicable reports
- Successfully completed Cerner implementation which met and exceeded client expectations
- Assisted anesthesiologist to manage macros
- Assisted with modifying pre-op check lists, pre-induction assessments
- Assisted with CPOE, clinical documentation, PathNet and CareNet.
Cerner IT Trainer
Leidos Health
Portland, ME
11.2018 - 12.2018
- Supported Doctors, Nurses, MA's, LPN's, Front Desk i.e. Primary Care documenting using Dynamic Documentation, Surginet, Firstnet.
- Provided elbow support maintaining documentation in the appropriate tracking systems while adhering to prescribed escalation and change control procedures.
- Successfully created confidence in staff of implementation of Cerner Software.
- Educated and Assisted the Nurses on how to view Order details, cancel and modify Orders and update Order Status
- Supported registration/front desk with their scheduling and registering patients providing an efficient workflow
Cerner Consultant
Leidos Health
Bangor, ME
11.2018 - 12.2018
- Supported Doctors, Nurses, MA's, LPN's, Front Desk i.e. Primary Care documenting using Dynamic Documentation, Surginet, Firstnet.
- Successfully created confidence in staff of implementation of Cerner Software.
- Provided elbow support maintaining documentation in the appropriate tracking systems while adhering to prescribed escalation and change control procedures.
- Assisted physicians with creating customized notes, macros and creating their favorite Power plans
Cerner Technical Lead
Leidos Health
Presque Isle , ME
10.2018 - 11.2018
- Supported Doctors, Nurses, MA's, LPN's, Front Desk i.e. Primary Care documenting using Dynamic Documentation, Surginet, Firstnet.
- Troubleshoot, solved or routed issues with system to appropriate channels.
- Educated and Assisted the Nurses on how to view Order details, cancel and modify Orders and update Order Status
- Supported registration/front desk with their scheduling and registering patients providing an efficient workflow
Technical Lead
Leidos Health
Fort Worth/Dallas, TX
07.2018 - 08.2018
- Assisted with the Environmental Services Department and Transport Department
- Trained hospital staffs (10 - 15 individuals) on how to check in, check out, page, proceed to the next step, mark as clean, register patients and rooms.
- Assisted with Grand central check-in and check-out.
- Assisted Grand Central with completing registration and linking orders.
- Assisted with setting up power mic ( Dragon ) hotkeys , step by step commands.
- Assist with developing Instructor’s Guides, Exercises, Assessments, and Job Aids for classroom sessions.
- Floated between several departments in the hospital such as ED, NICU, ICU, TRANSPORT and Med Surg, providing elbow to elbow support for surgeons, physicians and the nurses.
- Provide main level support until the physician super users and nurse super users were equipped to understand and support their department.
Technical Manager
Santa Rosa Consulting
Stockton, CA
06.2018 - 07.2018
- Communicated closely with clinicians and physicians on clinical transformation
- Analyzed specific workflows and best practices that optimize day to day patient care.
- Reviewed information from projects and suggested improvements gleaned from this analysis.
- Spearheaded successful rollout of secure and flexible electronic data interchange across multiple departments.
- Supervised implementation project designed to improve system productivity.
- Provided mentoring, training and leadership for all IT department members.
- Supported various clinics, traveled to various locations while assisting nurses, physicians, medical assistants.
- Determined project risk variables by assessing trends, customer impact and regulatory issues.
Epic Credentialed Trainer
Santa Rosa Consulting
Oakland, CA
06.2018 - 06.2018
- Assisted the front desk staff with inputing the patients insurance coverage and verifying everything was corrected
- Supported Physicians/Nurses while documenting assessments
- Supported Physicians/Nurses while administering and documenting medication
- Supported In-Basket the new messaging system to insure an understanding of how to read lab results, response to lab results, generate a letter regarding lab results, and how to send a message to another clinical staff.
- Assisted physician in recognizing patient that are ready to be seen and changing their "LOS".
- Supported nurses on how to properly work with in a specific navigator on how to arrive and discharge a patient, discharge planning and patient education.
- Trained Clinicians on how to use order sets and develop preference list.
Epic Credentialed Trainer
Leidos Health
Nashua, NH
05.2018 - 06.2018
- Assisted end users with understanding workflows for working in EPIC
- Assisted managers in streamlining EPIC workflows
- Provided managers with assistance with master template modifications
- Trained Physicians on how to build and modify smart phrases and build favorite list.
- Trained front desk staffs on how to register, schedule, check-in and check-out patients.
- Called in service tickets for any issues that are not resolved
Epic Credentialed Trainer
TekSystems
Cleveland, OH
04.2018 - 05.2018
- Proficient with the use of Epic utilities to generate project and system reports.
- Tested scripts and provided support during Go Live.
- Installed and tested e-signature devices.
- Elbow support for Physicians, Nurses, and other clinical staff members for all phases of Go-Live.
- Provided Support to new Residents, setting them up with access and preferences according to their Department.
- Assisted the clinicians to set up and utilize Smart-Tools (Smart-texts, Smart lists, etc.)
Epic Consultant
Santa Rosa Consulting Inc.
Long Island City, NY
03.2018 - 04.2018
- Providing training to entire clinical staff a group of 10 - 15 individuals
- Providing support on admitting and registration to end user.
- Providing assistance for all end user on checking patient profile.
- Assisted with navigating, scheduling and cancellation of appointments order entry, in-basket management, creation/use of order-sets, customization of toolbar.
- Assisted in the scheduling, placing orders, charting, clinical documentation and dictation, phone encounters.
- Provided assistance and guidance with Personalization involving Smart Phrase creation/use, creation of Preference lists and Macros for Note writer.
- Provided ATE support to Physicians, Registered Nurses and support staff during the go-live project.
Epic Credentialed Trainer
TEKsystems
Rochester, NY
01.2018 - 03.2018
- Provided training to End Users for Cadence/Prelude/Resolute (PB).
- Directed End Users on creating coverages, Guarantor Accounts, updating Demographics, and scanning.
- Supported the biller on creating batches for Manual Charge Entry and updating coverages.
- Trained Medical Assistants and all other clinical staff on how to enter all patients' information as well as pharmacy orders and completing the patient's charts.
- Guided nurses as they were updating information in the M.A.R
- Trained physicians how to maneuver through system, and provided documentation for short cuts.
- Assisted with delivering classroom content in one to eight hour daily sessions. The classroom size varied from 1-15 students.
Epic Credentialed Trainer
HCI Company
Allentown, PA
12.2017 - 01.2018
- Assisted physicians with ambulatory/inpatient modules.
- Assisted Physician set up order sets and smart phrases for inpatient floor.
- Answered questions from end users and super users.
- Assisted physicians, nurses and authorized medical staff to place, change, and sign orders using Epic.
- Troubleshot and report error messages, printing issues, security problems to the command center.
- Supported Hospitalist one on one with their workflow and providing the support they require to effectively execute proper documentation for their patients and to place, change, and sign orders using Epic.
- Helped physicians close encounters and check in baskets.
- Helped assist nurses with rooming a patient.
Epic Credentialed Trainer
HCI Company
Nashville, TN
10.2017 - 11.2017
- Provided support to end users physicians and nurses with Optime using order sets, documenting progress notes, building Smart text and Smart phrases with Smart tools, while providing excellent customer service.
- Converting appointment from Legacy system to epic.
- Viewing provider's schedule.
- Troubleshooting of various technical issues and calling tickets.
- Supported the secretaries to familiarize with the new system
- Working with the order linking group of consultants linking upcoming lab appointment missing order.
Customer Service Specialist/Translator
CBRE
Charlotte, NC
09.2015 - 09.2017
- Received phone calls, emails and alerts from banks all over United States, Brazil, Mexico and United Kingdom
- Communicated with Technicians regarding work orders such as HVAC issues using proper technical definitions
- Upheld quality control policies and procedures to increase customer satisfaction.
- Translated phone calls, emails and alerts from Portuguese and Spanish to English
- Answered customer telephone calls regarding existing accounts
- Made requested policy and account changes
- Answered questions and concerns about service and escalated calls appropriately
- Consulted customers on options for service and coverage
- Upgraded service and offered additional service packages or options
- Consistently improved customer satisfaction through expert resolution of conflicts, issues and concerns
Skills
➢ Health Cloud
➢ Field Service
➢ Marketing Cloud
➢ Implementation
➢ Integration
➢ Inventory
➢ Analytics
➢ Power Point
➢ Excel
➢ SQL
➢ Data Management
➢ CPOE/Orders
➢ Ambulatory
➢ Cadence
➢ ADT Prelude
➢ Clindoc
➢ Optime
➢ Anesthesia
➢ Kaleidoscope
➢ Professional Billing
➢ Beacon
➢ Cerner Registration & Inpatient
Timeline
IT Manager - Services Coordinator
TEK Systems Global Services
01.2024 - Current
Cerner Trainer
Experis Technology Group
09.2023 - 10.2023
Certified Nursing Assistant
Novant Presbyterian Medical Center
08.2023 - 12.2023
Technical Lead
Ettain Group/Atrium Healthcare
06.2022 - 08.2022
Certified Nursing Assistant I +4
Atrium Healthcare
08.2021 - 07.2023
Clinical Data Abstractor
Adventist Health
08.2021 - 04.2022
Administrative Staff Assistant (Kidney Transplant)
Atrium Health
12.2020 - 08.2021
Cerner IT Trainer
Leidos Health
01.2019 - 02.2019
Cerner IT Trainer
Leidos Health
11.2018 - 12.2018
Cerner Consultant
Leidos Health
11.2018 - 12.2018
Cerner Technical Lead
Leidos Health
10.2018 - 11.2018
Technical Lead
Leidos Health
07.2018 - 08.2018
Technical Manager
Santa Rosa Consulting
06.2018 - 07.2018
Epic Credentialed Trainer
Santa Rosa Consulting
06.2018 - 06.2018
Epic Credentialed Trainer
Leidos Health
05.2018 - 06.2018
Epic Credentialed Trainer
TekSystems
04.2018 - 05.2018
Epic Consultant
Santa Rosa Consulting Inc.
03.2018 - 04.2018
Epic Credentialed Trainer
TEKsystems
01.2018 - 03.2018
Epic Credentialed Trainer
HCI Company
12.2017 - 01.2018
Epic Credentialed Trainer
HCI Company
10.2017 - 11.2017
Customer Service Specialist/Translator
CBRE
09.2015 - 09.2017
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