LEEANNA EVANS

• Participate in meeting and committees to discuss such topics as electronic health records and communicate best ways to improve workflows
• Managed Cerner and Epic use and training modules
• Worked with physicians and nurses in both Ambulatory and inpatient to find methods to improve quality of patient health documents and records
• Determined and implemented techniques to improve medical records retrieval process
• Entered patient insurance, demographic and health information into software and confirmed records
• Verified record copies before handing each over to check for and remove unnecessary details
• Pulled patient records and transferred information to appropriate parties
• Set up patient charts and documented information in various company software
• Troubleshooting, resolving, or escalating incidents in an efficient and effective manner
• Solving familiar and unfamiliar issues
• Entering accurate and timely data into ServiceNow
• Answered 20 calls per 4 HR timeframe to assist with customer questions and concerns
• Provide3d respectful assistance to all parties, including patients, staff members and insurance company representatives
• Deliver Health- CREDENTIALED TRAINER Nov 2017

Monitor contact center queues, customer wait times, service level performance, and operational trends, with a focus on the clinical staff such as doctors, nurses, medical assistants

• Identify actions to balance wait times and provide assistance to departments or channels that are struggling throughout the day
• Manage major system outages and emergencies following predefined playbooks and approved actions, including putting up customer facing messaging and communicating impacts to leaders
• Monitor guide idle time and department call containment, identifying trends that are not in line with department goals
• Manage guide skill assignments for voice and messaging, maintaining guide skill profiles and conducting daily audits
• Complete process and performance audits looking for inaccurate exception entry, routing issues
• Effectively process tickets within guidelines
• Divurgent

• Essential tasks & responsibilities associated to Tier I help desk support: troubleshooting PCs, printers, scanners, and other peripherals
• Providing and maintaining expert-level knowledge of Epic software
• Configured new computers remotely and on-site when possible
• Diagnosed, troubleshoot, and resolved technical issues
• Acquired technical knowledge dynamically and quickly to work towards problem resolution
• Documented client communication, troubleshooting steps and resolution via ticketing system
• Monitored network monitoring systems and backups
• Managed the user accounts in the Active Directory and within applications, including changes in accordance with defined policies and procedures
• Assessing and responding to calls and requests for assistance
• Troubleshooting, resolving, or escalating incidents in an efficient and effective manner
• Using a technical knowledge base and processing information quickly
• Solving familiar and unfamiliar issues
• Entering accurate and timely data into ServiceNow

• Works collaboratively with other members of project and training team to assist in developing and maintaining the training program
• Explaining basic concepts and process in a clear, concise, easy-to-understand way to customers with a variety of background and technical aptitudes
• Aided with physicians the use of the Epic application that assists in the management and processing of clinical information and delivery of health care services
• Organized and perform analysis, design & development, testing of EMR screens used by clinicians performing and documenting patient care activities
• Assists in the development and maintenance of the policy and procedure and training manuals
• Plans, implements and evaluates Epic ambulatory EMR and professional revenue cycle training
• Maintain a central database on practice management applications by practice: users, locations, use of scheduling system, automated encounter form, etc
• Assists in developing quality metrics to measure/assess key revenue cycle functions
• Delivers classroom training for all electronic medical record applications with a focus on those used in the clinical environment