Melody Garland
Atlanta,GA
Summary
Healthcare technology expert with over 10 years of experience in EMR implementation, training, and workflow optimization. Skilled in supporting healthcare staff and physicians, troubleshooting system issues, and fostering client relationships. Experienced in managing multiple engagements and delivering tailored solutions in client-facing roles, with a strong focus on customer satisfaction.
Overview
15
15
years of professional experience
Work History
Onsite Training Senior Associate
Athenahealth
02.2022 - Current
- Serve as an athenahealth subject matter expert for healthcare clients and end users during implementation and go-live.
- Facilitate hands-on Athena EMR training for healthcare providers and staff, delivering classroom-style instruction.
- Provide onsite go-live support and real-time troubleshooting to help clients navigate workflow and system questions during critical implementation periods.
- Support implementation readiness and pre-live activities, including mock go-lives and other activities designed to prepare clients for successful adoption.
- Provide strategic workflow coaching to optimize clinical efficiency and revenue cycle performance.
- Conduct formal quality checks and mentorship to junior associates, fostering professional growth and enhancing team performance through training initiatives.
- Manage multiple client engagements with strong communication and timely deliverables.
- Travel nationwide up to 90% to support implementations and stabilize workflows across diverse healthcare settings.
Foundational Training Associate
Athenahealth
11.2020 - 01.2022
- Delivered Athena EMR training and onboarding support to healthcare clients learning new products, workflows, and system functionality.
- Collaborated with internal teams and client stakeholders to address user questions, troubleshoot challenges, and support successful implementation and adoption.
- Developed and delivered training sessions for internal new hires, enhancing onboarding experience.
Senior Client Implementation Support Analyst
Athenahealth
04.2016 - 11.2020
- Supported clients, partners, and internal teams onsite during EMR go-live and remotely through post-implementation support, providing technical solutions and training.
- Simultaneously managed phone, case, and email support queues, providing timely client resolutions through Salesforce.
- Provided technical and workflow support to healthcare clients and end users while maintaining approximately 50% national travel.
Front Office Assistant
Georgia Pain Physicians
06.2013 - 10.2015
- Performed administrative functions including appointment and procedure scheduling.
- Processed new patient referrals and maintained medical records.
- Coordinated front desk activities, ensuring sooth patient flow and minimal wait times.
Middle School Science Teacher
Holy Spirit Preparatory School
08.2011 - 03.2012
- Facilitated hands-on experiments to enhance student understanding of scientific concepts in the physical and life sciences.
Pharmacy Technician
McGowan Jones Pharmacy
08.2011 - 03.2012
- Supported pharmacy operations and assisted with medication-related processes and customer service.
Education
Bachelor of Science - Forest Resources
University of Georgia
Skills
- Athenahealth EMR Implementation and Go-Live Support
- Provider, Clinical & Administrative Staff Training
- EMR Troubleshooting & Issue Resolution
- Client Engagement Management
- National Travel
Timeline
Onsite Training Senior Associate
Athenahealth
02.2022 - Current
Foundational Training Associate
Athenahealth
11.2020 - 01.2022
Senior Client Implementation Support Analyst
Athenahealth
04.2016 - 11.2020
Front Office Assistant
Georgia Pain Physicians
06.2013 - 10.2015
Middle School Science Teacher
Holy Spirit Preparatory School
08.2011 - 03.2012
Pharmacy Technician
McGowan Jones Pharmacy
08.2011 - 03.2012
Bachelor of Science - Forest Resources
University of Georgia