Karen Scope Burgess
Pearland
Summary
Dynamic leader with over 15 years of expertise in Epic EMR, healthcare process improvement, and operations management within large enterprise organizations. Proven track record in revenue cycle operations, driving operational excellence through strategic process enhancements and comprehensive staff training. Adept at leading high-performing teams, implementing effective policies, and consistently achieving key performance metrics. Committed to delivering innovative solutions that foster growth and enhance operational efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Medical Office Coordinator
HCA Healthcare
04.2025 - Current
- Performs select administrative duties.
- Assists front office and clerical staff in developing and implementing short and long-term work plans and objectives.
- Oversees the process to prepare patients for examination and treatment.
- Screens telephone calls for referral to physicians.
- Develops guidelines for prioritizing work activities, evaluating effectiveness, and modifying activities as necessary to ensure appropriate staffing levels are maintained.
- Assists with scheduling of tests and treatment.
- Identifies, analyzes, and resolves work problems.
- May assist in the hiring and development of the clerical and clinical staff.
- Ensures office and clinical supply inventory is current, mail is opened and processed, offices are opened and closed according to established procedures.
- Ensures the timeliness and accuracy of patient charge entry into the billing system.
- Assists front office staff with ensuring point-of-service collections are made when applicable.
- Ensures that patients are treated courteously by the office staff and that other visitors are screened and properly directed.
- Replenishes office supplies when necessary.
- Works with other administrative staff to ensure efforts are coordinated and high quality patient care is provided.
- Assists in maintaining patient files, records and other information.
- Compiles and condenses technical and statistical data for reports and records.
- Ensures any patient complaints are handled appropriately.
- Participates in professional development activities.
- Maintains strict confidentiality.
- Conducts staff meetings regularly.
- Perform other duties as required.
- Adhere to all Physician Services policies and procedures.
Epic IS Enterprise Manager – Training and Testing
Texas Children’s Hospital
03.2021 - 08.2024
- Led an enterprise wide IS Clinical Training Program for a multi-site impatient and ambulatory pediatric healthcare organization with 954 beds to service new hires and existing end-users regarding all new and ongoing IS training and communication needs.
- Oversaw the quality of training delivery meeting Service Now ticket work queue ticket key performance indicators, executing administrative tasks (team meetings, time & attendance, performance reviews, etc.), and ensuring all Operational Partners objectives are met.
- Interviewed, hired, onboarded and managed trainers, educators, technical resources, and shoulder to shoulder support as well as other project-relevant staff resources, building a cohesive, multi-skilled team to enhance productivity.
- Designed the Assessment of enterprise training needs of clinical end-users to implement training and development plans and facilitated a wide variety of training strategies that enhanced the effectiveness of the training program while reducing training time by 25%.
- Created spreadsheets/trackers and surveys to capture and report training metrics, showcasing learner engagement, staff productivity and progress, and value added to clients via opportunities and recommendations.
- Participated in senior leadership weekly, providing training updates, presenting and resolving issues, and implementing workable solutions for training needs.
- Implemented and achieved key performance indicators regarding the training team’s productivity progress and value to the enterprise.
- Implemented project plan methodology into the training department aligning to ITIL culture; confirms project plan, deliverables, and timeline regarding change management and organizational readiness.
- Assessed organizational and individual change readiness to support new Epic implementations and determine stakeholders, skills, and training needs.
- Reviewed assessment findings, present findings, and refined key milestones and plans.
- Worked with sponsors to define readiness vision and goals based on client core values.
- Led patient safety and operational workflow validation process with the informatics team.
- Experience with written, verbal and interpersonal communication with C-Suite level executives.
- Innovative, strong decision-makers and outstanding facilitators of learning and change.
- Coached, mentored, and instructed identified FTE resources through completion of the Epic trainer credentialing process.
- Improved team performance by building team cohesiveness, leading, mentoring, training, and motivating to facilitate cooperation, ensure project efficiency, and boost morale.
- Coordinated the development of Acceptance Test Plans to ensure completion of User Acceptance Checklists, updating execution plans, and delivering information through weekly statuses.
Epic - IS Clinical Training Lead Project Manager
Texas Children’s Hospital
04.2013 - 03.2021
- Leader and primary support for Epic training initiatives, projects and milestones and Learning Management System (LMS) tasks.
- Led Principal Trainers to develop, coordinate, and hosted the Super User Training Program projects including the kick-off, refresher training, and trainer support scheduling, satisfying training program milestones and ensuring strong “front line” support for Go Live.
- Led Principal Trainers to develop and coordinate the Personalization Labs Plan, educating learners on settings aimed at increasing efficiency.
- Led Principal Trainers to develop and coordinate Upgrade Bridge Event projects for bi-annual upgrades.
- Led Principal Trainers to coordinated classroom and trainer schedules, created virtual classroom links, monitored daily registration and learner attendance, and oversaw issue follow-up and resolution.
- Partnered with LMS Administrator to manage courses, assignments, groups, build classes, register learners, and run education reports, fully managing and tracking learner training requirements.
- Led Training Environment build. Responsible for the MST, REF, PLY, and ACEs environments for all Clinical Applications. Reviewed and updated Training Environment strategies to ensure all environments were in sync.
- Led and managed all efforts for bi-annual Epic Upgrade.
- Created, collaborated sessions with the training team to complete the 6-week Credentialed Trainer (CT) Program for educating learners.
- Provided daily & weekly training updates to Epic and senior leadership to report, discuss, and resolve training issues.
- Supervised trainers and managed all training initiatives for project implementation, including training plans, coordination of schedules, reports, training scripts, and other administrative and support documents.
- Ensured that technical and training logistic requirements were satisfied, conducting “readiness” walk-throughs of all training facilities and performing quality assurance checks to improve training software and processes.
Epic - Revenue Cycle Principal Trainer/Project Manager
Texas Children’s Hospital
06.2008 - 04.2013
- Acted as Program Manager and Department Liaison, coordinating Competency Workshops to maintain high standards of staff proficiency and knowledge.
- Managed project scope, project schedule, and project costs using appropriate verification techniques to keep the project plan accurate, updated, reflective of authorized project changes and facilitate customer acceptance.
- Ensured a common understanding by setting expectations in accordance with the Project Plan, to align the stakeholders and team members.
- Recorded detailed customer requirements, constraints, and assumptions with stakeholders to establish the project deliverables, using requirement-gathering techniques and the project charter through software such as MS Project, Excel, PowerPoint, and SharePoint.
- Responsible for developing project team, assigning roles and responsibilities, identifying appropriate resources needed, developing schedule to ensure timely completion of project, and identifying and mitigating project risks.
- Led principal trainers and application analysts in resolving system issues within training environments, ensuring seamless functionality for end-user education.
- Updated lesson plans and training guides to enhance the effectiveness of training programs and ensure alignment with current system functionalities.
- Developed supplemental training materials to support diverse learning needs and improve overall user competence.
- Served as a train-the-trainer expert, ensuring FTEs were fully equipped to educate on system functionality, provider workflows, and classroom management techniques.
Education
MBA - Business Administration, Project Management
Herzing University
Bachelor - Business Administration, Healthcare Minor
Herzing University
Skills
- Team Management
- Project Roadmap Design
- Data-Driven Process Improvement
- Revenue Cycle
- Employee Evaluation
- Front Office Process
- Data Analysis
- Project Management
- Recruiting
- Auditing
- Oracle
- EClinical Works
- Epic EMR Expertise
- Training & Development
- Agile Methodology
- Epic Certified
- Payroll
- Referrals
- HIPAA compliance
- Patient scheduling
- Insurance verification
- Healthcare administration
- Problem-solving
- Customer service
- Collections experience
- Electronic health records
- Staff training and development
- Managing patient records
- Medical terminology expertise
- Follow-up skills
- Policy updates
- Appointment coordination
- Payment processing
- Project management
- Financial reporting
- Process improvements
- Chart updates
- Industry software applications
- Patient care advocacy
- Communication
- Medical knowledge and terminology
- Teamwork
- Teamwork and collaboration
- Time management
- Verbal and written communication
- Adaptability and flexibility
- Decision-making
- Customer service management
- Relationship building
- Phone and email etiquette
- Microsoft office
- Excellent communication
- Organizational skills
- Team collaboration
- Team leadership
- Active listening
- Effective communication
- Coaching and mentoring
- Administration and operations
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Recruitment and hiring
- Operations management
- Interpersonal communication
- Scheduling
- MS office suite
- Account reconciliation
- Quality control
- Complex Problem-solving
- Strategic planning
- Motivational leadership
- Schedule management
- Staff training
Certification
- ADT/PRELUDE
- AMBULATORY
Languages
English
Timeline
Medical Office Coordinator
HCA Healthcare
04.2025 - Current
Epic IS Enterprise Manager – Training and Testing
Texas Children’s Hospital
03.2021 - 08.2024
Epic - IS Clinical Training Lead Project Manager
Texas Children’s Hospital
04.2013 - 03.2021
Epic - Revenue Cycle Principal Trainer/Project Manager
Texas Children’s Hospital
06.2008 - 04.2013
Bachelor - Business Administration, Healthcare Minor
Herzing University
MBA - Business Administration, Project Management
Herzing University