Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Kimberly Hilliard

Kimberly Hilliard

Lafayette,LA

Summary

Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.

Overview

19
19
years of professional experience

Work History

Epic Specialist

Ochsner Lafayette General
Lafayette, LA
12.2021 - Current
  • Supporting and enhancing end users by troubleshooting and resolving hardware/software-related problems
  • Documenting requests, process, and communicating with users within system
  • Provides escalation support for analysts
  • Resolves or facilitates resolution of complex problems
  • Assists with projects associated with enhancements and upgrades or implementations of new or existing technology support
  • Coordinates implementation and support efforts across multiple disciplines and technologies
  • Served as resource to team members and their community by understanding functionality and data of applications while maintaining proficiency of systems process
  • End-user training and support for all staff who use Epic and most third-party systems including all Ochsner facilities, satellite locations, OCC facilities- mobile work environment
  • Primary on-site regional support for all Epic end users, first point of escalation; proactive rounding & daily troubleshooting
  • New Provider Onboarding and Community Provider training
  • Develop and maintain relationships with Regional Executives, Leaders, End Users, and Epic team to ensure timely and accurate service
  • Attend departmental and regional Meetings with users and operational leadership
  • Communication of Upcoming Epic Changes- Upgrades, Newsletters, Workflow Changes
  • Epic Workflow Optimizations, user Efficiency (provider 1:1’s, end-user 1:1’s, group efficiency sessions) acted as liaison between end users and analyst teams via rounding, project reps, committee reps, etc
  • Offered assistance in implementing and developing training programs.
  • Tested new software and hardware prior to deployment.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Generated reports to track performance and analyze trends.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

IT Ambulatory Analyst

Ochsner Lafayette General
Lafayette, LA
08.2021 - 12.2021
  • Maintained database systems to track and analyze operational data.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Enhanced interfaces to promote better functionality for users.
  • Identified and resolved problems through root cause analysis and research.
  • Cultivated relationships with industry leaders and within company to share tips and information.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues by managing 50 calls per day.

Ambulatory Care Coordinator

Ochsner Lafayette General
Lafayette, LA
08.2020 - 08.2021
  • Population Health
  • Work in collaboration with Ambulatory Care team in organizing, coordinating, providing care coordination to patients
  • Quality improvement initiatives increase by 70%
  • Assist with continuity of patient care to ensure follow-up visits
  • Served as liaison with office practices and providers to ensure patients have regular visits
  • Identified gaps in care through internal and payer reports.
  • Determined need for special assessment activities for complex cases, effectively handling care plans.

LGMD, Trainer/Staff Coordinator

Ochsner Lafayette General
05.2019 - 08.2020
  • Working in conjunction with leaders to promote clinic staffing
  • Assists in training and onboarding of new hires and provide clinic-specific training for new hires as well as remediation for staff members
  • Participates in committees, task forces, and projects as requested
  • Maintains clinic resource electronic folder to ensure all information remains current and organized
  • Performed Clerical Auditing to ensure staff is entering all required clinical documentation appropriately
  • Functions as liaison between staff and management to help answer day-to-day clinic questions, workflow/processes, assist physicians and staff with IS issues/logging SRs
  • Works with team members, user liaisons and others to verify that information from computer system is appropriately distributed and understood
  • Maintains flexibility when managing multiple roles and responsibilities
  • Participates in staff meetings and evaluations of performance and job satisfaction
  • Training of new and existing software application.

Medical Assistant Floater/ Flex Staff

Ochsner Lafayette General
09.2017 - 05.2019
  • Interview patients, measure vital signs, such as height, weight, temperature, blood pressure and oxygen
  • Record patient’s information into EMR
  • Ensures patients confidentiality as well as privacy
  • Collected laboratory specimen for routine screenings with pediatrics to adults
  • Give injections per physicians order
  • Acted as a liaison between patients and staff to address and/ or resolve problems, inquires and concerns including test results and medications
  • Researches coding/billing communications submitted to clinic by CBO in a timely manner
  • Notified patients in timely manner with test results
  • Assisted in answering multiple phone lines and returning patient calls in a timely manner
  • Scheduled Appointments/ coordinating outpatient procedures such as therapies, radiology, specialties and laboratory testing’s
  • Verification of insurance coverage for patients; financially screens and maintains updated
  • Insurance information; makes accurate and complete copies of insurance cards
  • Collected copays and deductibles
  • Submitted referrals per physician’s orders to appropriate facilities
  • Entered charges for home health and office visits
  • Maintained inventory for office and laboratory supplies
  • Submitted daily deposits and closing batches for theend of the day.
  • Helped improve patient outcomes by educating and advising on relevant treatments and care.

Medical Assistant III

Bay Care Medial Group
02.2017 - 08.2017
  • Interview patients, measure vital signs, such as height, weight, temperature, blood pressure and oxygen
  • Pediatrics measure height, weight, temperature, head circumference and assess immunizations
  • Record patient’s information into EMR
  • 12 Lead EKG
  • Collect any laboratory specimen from pediatrics to adults such as Hema Cue, A1c, PT INR, Cervical Wet Mount, Urinalysis, strep as well as pregnancy test
  • Asses with Medications such as order and refill Acted as a liaison between patients and staff to address and/ or resolve problems, inquires and concerns including test results d oral medications
  • Medications refill
  • Answered Multiple Phone Lines

Medical Assistant

Care Plus Urgent Care
07.2016 - 02.2017
  • Interview patients, measure vital signs such as height, weight, temperature, blood pressure and Oxygen
  • Basic X-Ray
  • Hearing and vision chart test
  • 12 Lead EKG
  • Collect specimen lab draws, urinalysis, cultures and other necessary specimen samples
  • Called in prescription refills and lab results
  • Injections

Medical Assistant/Front Office

Tampa Renal Physician’s
12.2014 - 07.2016
  • Answered Multiple Phone Lines
  • Scheduled Appointments
  • Triaged Patients
  • Verified Insurance
  • Collected Payments

Medical Assistant Tech II

Tampa General Hospital
03.2014 - 12.2014
  • Interview patients, measure vital signs such as height, weight, temperature, blood pressure and oxygen levels
  • Pediatrics measure height, weight, temperature, head circumference and assess immunizations
  • Supply Albuterol treatments as well as O2 when needed
  • Assist in surgical procedures such as cyst /mole removal, toenail removal, punch biopsy/shave biopsy as well as Cryo procedures
  • Hearing and vision chart test
  • 12 Lead EKG
  • Collect any laboratory specimen from pediatrics to adults such as Hema Cue, A1c, PT INR, Cervical Wet Mount, Urinalysis, strep as well as pregnancy test
  • Asses with Medications such as order and refill.

Medical Assistant/Front Office Assistant

Platinum Ears Nose and Throat/Facial Plastics
01.2010 - 03.2014
  • Interview patients, measure vital signs, such as height, weight, temperature, blood pressure and oxygen
  • Record patient’s information into EMR
  • Prepared patients/exam rooms for physical examinations; explained treatment and procedures
  • Conducted tympanograms, Computed Tomography of the sinus and temporal bones and audiograms
  • Assisted in minor surgical/cosmetic procedures such as lesion removal, biopsy’s, septoplasty, blepharoplasty, facelift and neck lifts as well as many other necessary procedures
  • Give injections or treatments, and performed routine laboratory tests such as allergy injections, B12 and cultures
  • Assisted in front office duties such as answering multiple phone lines, checking patients in and out, verifying insurances, scheduling future appointments, collecting payments and scheduling patients at testing facilities for CT of the head and neck, MRI of brain, vestibular therapy, carotid ultrasound, chest X-ray, ENG and other necessary testing’s
  • Acted as a liaison between patients and staff to address and/ or resolve problems, inquires and concerns including test results d oral medications
  • Inventory and order of medical supplies and materials.

Front Office Assistant/Medical Assistant

Paley Advanced Limb Lengthening Ins
01.2009 - 01.2010
  • Checked patients in and out
  • Verified Insurance
  • Collected payments
  • Inventory and order medical supplies
  • Wound care
  • Scheduled appointments
  • Record Vitals

Medical Assistant

Pediatric Associates
01.2008 - 01.2009
  • Triage Patients
  • Record patient intake
  • Assist in minor surgical procedures
  • In Office labs

Front Office Assistant

Pediatric Gastroenterology
01.2006 - 01.2008
  • Checked Patients in and out
  • Verified Insurance
  • Scheduled Appointments
  • Prepared Charts
  • Filed Charts
  • Answered multiple phone lines
  • Collect payments

Front Office Administrative Assistant

Pediatric Associates
West Palm Beach, FL
01.2004 - 01.2006
  • Checked patients in and out
  • Verified Insurance
  • Scheduled Appointments
  • Prepared charts for following days
  • Filed Charts
  • Answered multiple lines
  • Collect payment

Education

Bachelor of Science - Healthcare Compliance And Regulation

Arizona State University, Tempe, AZ
05.2023
  • Honoree of Arizona State University
  • Dean's List Spring 2022
  • Dean's List Fall 2021
  • Dean's List Spring 2021
  • Dean's List Spring 2020
  • Awarded $3,000 for tuition from Ochsner Lafayette General (2022)

Associate of Science - Human Services

Rasmussen College
09.2018

Certification - Certified Medical Assistant

Laurus Technical Institute, Career College, Decatur, GA
2008

Certified X-Ray Technician -

Florida Career College - Miami, Miami, FL
2004

Skills

  • Epic EHR Software
  • Cerner EHR, Experian Health Revenue Cycle Management, Citrix and Phreesia
  • Hardware and Software Configuration
  • Troubleshooting Network Issues
  • Training Material Development
  • Auditing Service Requests
  • Employee Computer Support
  • Hardware Evaluation
  • Issue and Resolution Tracking
  • Software Release and Rollout
  • Microsoft Windows and Office
  • Support End-Users
  • Data Connectivity

Accomplishments

  • Epic Credentialing: Inpatient Surgeon, Inpatient ClinDoc, Ambulatory Provider, Cadence and Ambulatory Clinician
  • Specialized is C.T scans of the head and neck
  • Specialized in Tympanograms and audiograms

Timeline

Epic Specialist - Ochsner Lafayette General
12.2021 - Current
IT Ambulatory Analyst - Ochsner Lafayette General
08.2021 - 12.2021
Ambulatory Care Coordinator - Ochsner Lafayette General
08.2020 - 08.2021
LGMD, Trainer/Staff Coordinator - Ochsner Lafayette General
05.2019 - 08.2020
Medical Assistant Floater/ Flex Staff - Ochsner Lafayette General
09.2017 - 05.2019
Medical Assistant III - Bay Care Medial Group
02.2017 - 08.2017
Medical Assistant - Care Plus Urgent Care
07.2016 - 02.2017
Medical Assistant/Front Office - Tampa Renal Physician’s
12.2014 - 07.2016
Medical Assistant Tech II - Tampa General Hospital
03.2014 - 12.2014
Medical Assistant/Front Office Assistant - Platinum Ears Nose and Throat/Facial Plastics
01.2010 - 03.2014
Front Office Assistant/Medical Assistant - Paley Advanced Limb Lengthening Ins
01.2009 - 01.2010
Medical Assistant - Pediatric Associates
01.2008 - 01.2009
Front Office Assistant - Pediatric Gastroenterology
01.2006 - 01.2008
Front Office Administrative Assistant - Pediatric Associates
01.2004 - 01.2006
Arizona State University - Bachelor of Science, Healthcare Compliance And Regulation
Rasmussen College - Associate of Science, Human Services
Laurus Technical Institute, Career College - Certification, Certified Medical Assistant
Florida Career College - Miami - Certified X-Ray Technician,
Kimberly Hilliard