Judy Hall
Lake Elsinore,CA
Summary
- Obtain a position in the Health Care Services that provides quality health care services and care through quality planning, development, and technology.
- Proven leadership qualities and experience in providing customer support and service
- 19 years of service at Cedars Sinai (CSMG), providing quality and dedicated work
- 7 years of service at Kaiser, providing quality and dedicated work
- Excellent analytical skills, well organized, and proficient with managing detail
- Excellent interpersonal and team skills leads by example and effectively implements strategies.
- Solutions-oriented, with a focus on improving work processes and system functionalities for the end user
- Ability to favorably influence people by exhibiting strong knowledge of workflow and operational processes
- Works effectively in a team-based environment, as well as in partnership with colleagues across organizational departments
Overview
29
29
years of professional experience
Work History
IT SUPPORT TECHNICIAN
Kaiser Permanente
01.2017 - Current
- Completes work assignments by applying up-to-date knowledge in the subject area to meet deadlines; following procedures and policies and using data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.
- Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and reacting to the needs of others; and adapting to and learning from change, difficulties, and feedback.
- Provides first-level and essential second-level support to resolve problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, and communicating clearly).
- Supports troubleshooting efforts with customers to identify routine and moderately complex problems.
TRAINING COORDINATOR
Cedars-Sinai Medical Delivery Network Systems
01.2014 - 02.2017
- Perform current state and future state departmental workflow gap analysis
- Train new hire employees on the Epic Prelude/Cadence module
- Coordinate with HR on employee orientation for new hires
- Assist in the design of new hire training course curriculum
- Manage the Health Stream learning management system by maintaining modular training class registrations, attendance, and test scores
- Provide refresher training to current employees.
- Conduct testing for system upgrades, ensuring proper workflow
- Provide support to training team and super user teams, preparing agendas and minutes for meetings
- Provide maintenance of Captivate (CBTs—Computer-Based Training) modules, including training documentation, tips and tricks, and competency testing.
- Provide elbow support to scheduling and front desk department users who experience difficulty with Epic workflows and functionalities
APPLICATION ANALYST
Cedars-Sinai Medical Delivery Network Systems
01.2007 - 01.2014
- Participated in the conversion team for IDXWEB to CS-Link
- Partnered with Cadence and Ambulatory teams to determine provider setup, appointment scheduling, and department/location mappings for the CS-Link upgrade
- Assist in the Appointment type mapping in CS-Link by assigning the correct encounter types
- Update on an ongoing basis new providers, visit types, and departments/locations for CS-Link mapping by submitting ITGs with identifiers needed in CS-Link for the Cadence and Ambulatory build teams
- A member of the design team for the conversion from GCS-IDX to IDXWEB to build and enhance the -functionalities of the new application
- Core member of the training team for the IDXWEB application, specializing in the scheduling, registration, and insurance components
- Perform ongoing maintenance of the OneLook interface for all CSMG Foundation providers
- Responsible for producing the quality control monthly reports on PCP and Referring physician errors
- Responsible for managing CSMG application issues, errors, and questions via the MDN Ticket Tracker reported by end users
- Participated in all CS-Link Integrated Testing Cycles for all significant projects, upgrades, and quarterly releases
- Research and troubleshoot system application issues related to CS-Link
- Participated in system upgrade testing, such as IDX system upgrades and Outlook testing
- CSMG system support team member for troubleshooting any registration, scheduling, and all other system issues that occur within the CSMG systems
- Performed CS-Link Connectivity testing
CSMG MASTER SCHEDULER
Cedars-Sinai Medical Delivery Network Systems
01.2000 - 01.2007
- Built and maintained IDX and Epic providers' master schedules and visit types/durations
- Built and maintained departments and locations
- Built and maintained providers' daily templates
- Maintained quality standards by unit testing code before releasing it to production
CSMG CALL CENTER LEAD
01.1998 - 01.2000
- Supervised five staff members
- First-line registration to locate a provider, schedule appointments, and pre-register patients
CUSTOMER SERVICE REPRESENTATIVE
HealthCare Partners
01.1996 - 01.1998
- Successfully handled a high volume of calls concerning medical issues and inquiries.
- Created appointments for family Practices, internal medicine, pediatrics, and other specialty providers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Hawthorne High School
Hawthorne, CA06.1983
Skills
- MS Office Suite
- CS-Link (Epic)
- Remote Desktop Support
- Help Desk Support
- Ticketing System Experience
- End-User Training
- Application support
- Issue Troubleshooting
- Customer Service
- Interpersonal Skills
- Master Scheduler
Accomplishments
- Subject Matter Expert for CSMG Scheduling Cadence/IDX and IDX/PB Billing
- Team member for the CS-Link 2010/SA Merge Upgrade Integrated Testing
- Participated in all CS-Link Integrated Testing Cycles for all significant projects, upgrades, and quarterly releases representing IDX
- Testing team members in all CACHE, AIX, and GE Centricity Business system upgrades
- Responsible for building new appointment types in IDX for scheduling interface to CS-Link
- Defined and developed the online request and approval application for Provider Master Schedules
- Coordinated with the EIS team for visit-type mapping
Awards
- Cedars-Sinai Medical Group Administrating Support
- Cedars-Sinai Employee of the Month
References
Available Upon Request
Timeline
IT SUPPORT TECHNICIAN
Kaiser Permanente
01.2017 - Current
TRAINING COORDINATOR
Cedars-Sinai Medical Delivery Network Systems
01.2014 - 02.2017
APPLICATION ANALYST
Cedars-Sinai Medical Delivery Network Systems
01.2007 - 01.2014
CSMG MASTER SCHEDULER
Cedars-Sinai Medical Delivery Network Systems
01.2000 - 01.2007
CSMG CALL CENTER LEAD
01.1998 - 01.2000
CUSTOMER SERVICE REPRESENTATIVE
HealthCare Partners
01.1996 - 01.1998
High School Diploma -
Hawthorne High School