Misty Chapman
Franklin,OH
Summary
As an experienced Implementation Specialist specializing in HIPAA-compliant healthcare IT and Electronic Medical Record (EMR) systems, I possess expertise in implementation, requirement gathering, workflow analysis, user acceptance testing, and end-user training, complemented by project management experience. Project management experience enhances my ability to lead teams through intricate rollouts. I have a strong track record with customer-facing implementations, supporting enterprise upgrades, and driving adoption through consultative guidance and advanced troubleshooting. I establish swift, trusted relationships with clients and stakeholders. Additionally, I thrive in fast-paced environments that demand prioritization, continuous learning, and adaptability. I collaborate effectively with cross-functional teams and possess strong people leadership and team-management skills. Proficient in a wide range of computer and web-based applications, I communicate clearly and effectively to translate complex information for diverse audiences.
Overview
12
12
years of professional experience
Work History
Software Implementation Specialist
Quest Diagnostics
Secaucus, NJ
11.2022 - 04.2026
- As an Implementation Specialist, managing multiple projects simultaneously expedited customer turnaround and accelerated go-live dates.
- Led software implementation projects, ensuring alignment with client requirements and industry standards.
- Collaborated with cross-functional teams to troubleshoot technical issues during software deployment phases.
- Analyzed client feedback to refine software functionalities, improving overall user experience and satisfaction.
- Optimized project workflows by implementing best practices in software integration processes across multiple clients.
- Mentored junior team members on system functionalities and troubleshooting techniques to foster skill development.
- Spearheaded initiatives to streamline implementation timelines, resulting in enhanced efficiency across project lifecycles.
- Identified opportunities for process improvement, implementing changes that led to increased productivity and cost savings.
- Led regular status updates with stakeholders to report progress on software implementations, ensuring transparency and alignment across teams.
- Managed client relationships throughout the implementation process, maintaining open lines of communication to address concerns and gather feedback.
- Reduced software implementation timeframes by effectively managing project timelines and resources.
- Designed scalable solutions to accommodate future growth while maintaining current system functionality.
- Enhanced software implementation efficiency by streamlining processes and optimizing workflows.
- Streamlined communication between developers, QA testers, and end-users during the implementation process, promoting collaboration and reducing errors in final products.
- Served as a trusted advisor to clients in their software selection process, providing expert insights and recommendations based on their unique requirements.
- Conducted thorough testing of implemented software, ensuring optimal performance and stability before deployment.
- Troubleshot issues during the implementation process, collaborating with development teams to resolve problems quickly and efficiently.
- Developed custom solutions for clients, resulting in increased customer satisfaction and retention rates.
- Ensured data integrity by conducting rigorous data validation checks throughout the entire implementation process.
- Provided comprehensive training on newly implemented software systems, facilitating a smooth transition for endusers.
- Balanced multiple simultaneous projects while meeting tight deadlines without sacrificing quality or client satisfaction.
- Customized features within existing software platforms to better meet the unique needs of each client organization.
- Evaluated the success of completed implementations through post-project assessments and stakeholder feedback sessions.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Managed and monitored installed systems for highest level of availability.
- Participated in system development life cycle from requirements analysis through system implementation.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
Sr. Application Support Engineer
QUEST DIAGNOSTICS
Secaucus, NJ
06.2014 - 11.2022
- Provided timely and accurate remote support for customers to resolve client software and or peripheral issues requiring advanced troubleshooting techniques.
- Configured/updated client application settings for desired customer functionality.
- Developed and maintained a comprehensive knowledge base, technical notes, and documented issues and resolutions within Salesforce.
- Collaborated with the software development team, internal users, and clients to enhance the application's performance.
Education
Bachelor of Science - Health Information Management
Capella University
01-2029
Project Management Certification (PMP) -
Udemy
09-2026
Skills
- EMR Systems
- System Implementation & Optimization
- Workflow & Process Analysis
- End User Training & Support
- Project Coordination & Go Live Support
- Customer Relationship Management
- Documentation & Knowledge Management
- MS Office
- Salesforce
- Document Management Systems
- Adobe Acrobat
- Cognos BI
- RightFax
- Transact
- Liquid Office
- Adobe Acrobat
- Cognos BI
- RightFax
- Transact
- Liquid Office
- Software development life cycle
- Software configuration
- Adobe Acrobat
- Cognos BI
- RightFax
- Transact
- Liquid Office
Accomplishments
- Quest Diagnostics, Reduced variance of Implementation Specialist contracted hours vs. actual hours by 10% annually, from 193% in 2023 to 113% in 2024.
- Quest Diagnostics, Selected For Organization's First Stretch Assignment which allowed me to use my Project Management and Implementation Specialist knowledge simultaneously which resulted in a successful customer upgrade after multiple previous attempts.
- Quest Diagnostics, Led Two Epic Hyperdrive Upgrades as a Project Manager.
Timeline
Software Implementation Specialist
Quest Diagnostics
11.2022 - 04.2026
Sr. Application Support Engineer
QUEST DIAGNOSTICS
06.2014 - 11.2022
Bachelor of Science - Health Information Management
Capella University
Project Management Certification (PMP) -
Udemy