Kathy Phelps
Greenwood,SC
Summary
Talented and accomplished Manager successful in orchestrating operations and leading employees. Robust background encompassing problem resolution, business development and thrives in developing customer relations. Approaches competitive markets with unsurpassed drive, passion and commitment to exceeding expectations in customer satisfaction, revenue and cost controls. Expert at team leadership with planning and organizational skills built during highly successful career. Diligent trainer and mentor with results-driven approach providing strong mentoring capabilities for encouraging staff to follow in a pivotal path of growth.
Overview
22
22
years of professional experience
Work History
Manager, Implementation Specialists
Sentry Data Systems Inc.
Deerfield Beach, FL
12.2019 - Current
- Develop client understanding of the 340b program and its benefits to patients/hospitals/pharmacies.
- Work within HIPPA guidelines on a daily basis to ensure client compliance with Sentry Data Systems software products.
- Improve operational planning and business frameworks to enhance resource utilization.
- Onboard new employees with training and new hire documentation, including executing regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs.
- Deliver feedback to decision-makers regarding employee performance and training needs.
- Challenged daily to apply customer feedback to develop process improvements and support long-term business needs.
- Evaluate report data to proactively adjust and enhance operations.
- Evaluate employees' strengths and assigned tasks based upon experience and training.
- Adjust job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Maximiz performance by monitoring daily activities and mentoring team members.
Senior Solution Specialist
Allscripts Healthcare
Raleigh, NC
09.2010 - 12.2019
- Worked proactively with Sales Team and client prospects to understand client workflows and build those flows into the Allscripts' systems for sales demonstrations; for both desktop and mobile operating systems.
- Designed and maintained streamlined, reusable and reliable software templates for use within demonstrations.
- Gathered and defined customer requirements to develop clear specifications for project plans and returned those results to Product Development.
- Worked with team of Demo Specialists to gather workflow suggestions and best practices in order to provide scenarios to prospects best showing the use of Allscripts EHR/Practice Management products..
Regional Manager, Implementation Specialists
Allscripts Healthcare
Raleigh, NC
11.2004 - 09.2010
- Supervised staff of 18 across United States to optimize implementation workflow initiatives and productivity, providing 94+% client satisfaction.
- Reduced turnover by 89% through enhancing training, motivation and engagement strategies with all implementation team members; leading targeted training programs to educate staff on new product benefits so we could provide understanding of the qualitiess of our development plans as a company.
- Managed P&L to decrease discrepancies and retain timely and under-budget client project implementations.
- Built and deepened partnerships with Sales staff to ensure Sales to Implementation handoffs were smooth and seamless to Allscripts' clients.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
Senior Implementation Specialist
Allscripts Healthcare
Raleigh, NC
08.2003 - 11.2004
- Used my experience in implementations to become a SME and deliver above-expected workflowguidance to clients using Allscripts' systems.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service as I implemented their Professional EHR System.
- Configured, installed and handled troubleshooting tasks for variety of different applications on both the ER and PM clinical realms.
- Assisted account executives with strengthening client relationships through my personally developed relationships with clients.
- Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Implementation Specialist
Allscripts Healthcare
Raleigh, NC
09.2001 - 08.2003
- Traveled over the United Stated implementing Allscripts' Professional EHR and Practice Management systems.
- Spent time working Discovery in client clinics to understand their workflows for different specialties and develop that in our electronic systems in order for clinicians to enhance their patient care.
- Configured, installed and handled troubleshooting tasks for variety of different applications.
- Delivered exceptionally high level of professionalism and support to each client, upholding Allscript's commitment to service.
- Explained complex, technology-related issues in basic, understandable terms to clients.
Training and Education Manager
AnMed Health Medical Center
Anderson, SC
05.2000 - 09.2001
- Conducted new hire orientation sessions and organized on-the-job training for new hires.
- Developed, organized and edited training manuals, multimedia visual aids and other educational materials to be used in training sessions for several different subjects (e.g. time management, adjusting to a new job, HIPPA training, etc).
- Directed training programs and development paths for managers and supervisors.
- Used LMS for tracking of ll all training development and participation.
- Communicated all learning and performance objectives, schedules and training assessments to upper management for their review and guidance on enhancing training.
- Led daily, weekly and monthly coaching, counseling and feedback sessions to interested employees; these sessions were open for registration and attendance.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Implemented new learning strategies depending upon employees' skill levels.
- Directed training programs and development paths for managers and supervisors.
Education
Bachelor of Arts - English And Communications
Pillsbury College
Owatonna, MN1992
Skills
- Project Team Coordination
- Project Deadlines
- Best Practices and Methodologies
- Effective Communication
- Project Implementation Processes
- Corrective Actions
- Team Meetings
- Change Management Process
- Implementation Management
- Managing Multiple Projects
- Client Retention
- Pharmaceutical Software
Timeline
Manager, Implementation Specialists
Sentry Data Systems Inc.
12.2019 - Current
Senior Solution Specialist
Allscripts Healthcare
09.2010 - 12.2019
Regional Manager, Implementation Specialists
Allscripts Healthcare
11.2004 - 09.2010
Senior Implementation Specialist
Allscripts Healthcare
08.2003 - 11.2004
Implementation Specialist
Allscripts Healthcare
09.2001 - 08.2003
Training and Education Manager
AnMed Health Medical Center
05.2000 - 09.2001
Bachelor of Arts - English And Communications
Pillsbury College
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