Mandy Henson

Application Specialist with an innovative mind and sound knowledge of EPIC systems, including Hospital Billing, Professional Billing and Claims. Experience handling complex and problematic situations with analytical thinking with strong communication and influence skills. Strong ability to multi-task and prioritize workload and deliver process improvements that increase efficiencies and performance. Organized and articulate with excellent troubleshooting abilities.

• Lead of multiple projects including InstaMed, Epic Releases, Downtime Procedures, System Action Revamp, New Departments and Optimization strategies.
• Developed and implemented customized solutions within the billing application to optimize revenue cycle management and streamline billing processes
• Collaborated with revenue cycle operations and clinical staff to understand complex billing scenarios and translate them into system configurations
• Conducted comprehensive testing of billing system updates and enhancements to minimize disruptions and ensure accurate claim processing
• Functioned as a liaison between revenue cycle operations and IT, facilitating communication and collaboration to address system issues and improve system efficiency.
• Improved application performance by conducting thorough analysis and identifying areas for optimization.
• Streamlined business processes through the implementation of tailored software solutions.

Successfully completed special assignments including Covid Work from Home Handbook, Furlough Asset Management, Windows 10 Project and EUD project. Facilitated classroom training, one-on-one training and at the elbow user support which enhance desktop technical skills to promote professional development.

• Developed and managed knowledge base to offer end users immediate access to training materials, including tip sheets and videos used to support training implementations and post-training reinforcement.
• Established and maintained productive working relationships with end users to provide the highest level of customer service while promoting value in the newly developed team
• Mentored a team of specialists, sharing knowledge and expertise while fostering a positive team environment.
• Maintained detailed records of customer interactions to show positive growth and value in a newly developed team.

• Well versed in the following EPIC modules: Inpatient, Ambulatory, ASAP, Beacon, and Anesthesia
• Delivered classroom training, one-on-one training and at-the-elbow user support for the full suite of EMR (Electronic Medical Record) clinical applications
• Developed training materials, lesson plans, tip sheets and assessments used to support classroom training, implementations and post-training reinforcement
• Administered evaluations to confirm users ability in the proper user of the EMR system
• Gathered end user needs and technical support issues and acted as a liaison to Information Systems and Technology application analysts and system administrators to ensure user issues are resolved

• Hire, train and managed a high-performing team of employees dedicated to achieving company goals
• Manage and coordinate assistants' schedules and lesson plans for a client base of 500 + students of all ages
• Conduct programs that include private lessons, group classes, competitive junior training, with progressive on and off the court training
• Develop student athletes by using effective coaching techniques and tactics to improve skill and performance
• Monitor the academic performance of student-athletes in addition to their athletic progress
• Enforce discipline and policies by providing guidance and counsel to student athletes
• Assist with college recruitment and scholarship negotiation

• Managed a team of 10 customer service representatives
• Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives
• Provided a high level of product and leadership support to representatives and clients
• Effectively communicated with team members to maintain clearly defined expectations
• Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction
• Improved service quality and increased sales by developing a strong knowledge of company's products and services
• Took ownership of customer issues and followed problems through to resolution.