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Morgan M. Munlin
Senior Implementation Support Analyst & Technical Trainer
Marietta,GA
Summary
Experienced EHR/EMR Implementation Analyst and End User Technical Trainer with a history of using information technology, LIS and HL7 segment interfaces, customer service, and troubleshooting skills to promote growth for client's organizations. Able to thrive independently, or in team-oriented environments, to accomplish major organizational goals. Dedicated leader with strong technical, organizational, analytical, problem solving, communication, and relationship management skills.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Skills
Problem Solving
Soft Skills
ExcellentLeadership
ExcellentQuick Study
ExcellentSoftware Implementation
ExcellentAttention to Detail
Interpersonal Communication
Teamwork and Collaboration
Training and Development
Work History
Senior Client Implementation Analyst
Good Harbor Group
Remote
12.2020 - Current
- Contracted Good Harbor Group employee for Village Medical
- Provided on-site AthenaNet support during “go live” period
- Evaluated proficiency of healthcare staff on several athenaNet software packages
- Collaborated with project manager to create workflows to encourage office productivity and efficiency
- Developed best practice guidelines to adhere to client needs while promoting optimal patient care and practice revenue
- Held one-on-one enhanced training with providers to educate and assisted with clinical accelerators
- Supported EPCS setup and troubleshooting
- Provided NPI maintenance as needed
- Acted as virtual resource for implementation team to address issues at several locations quickly
- Provided clinical staff with printed workflows to ensure process quality control
- Supported central billing office with claim holds and coding issues to ensure prompt processing
Ambulatory Clinical Adoption Training Analyst
Staffing As a Mission, LLC
Remote
08.2017 - Current
- Contracted SaaM employee for LifePoint Health, Privia Health, Upperline Health, and Sport Ortho Urgent Care
- Facilitated chart abstraction from old EMR/EHR to new software in preparation for "go live"
- Assisted with full department build and maintenance
Provided high-level end-user and new employee training - Evaluated proficiency of healthcare staff on several EMR/EHR software packages prior to "go live" date
- Coordinated training logistics, utilized training communication plans to provide awareness of educational offerings, procured supplies and materials, and managed scheduling and registration for training classes
- Held one-on-one enhanced training with providers to educate and assist with clinical accelerators
- Provided on-site support during “go live” period and post “go live” transition as necessary
- Accessed and supported use of Phreesia™ Patient Intake systems
- Interfaced between EMR’s and EHR’s via HL7
- Collaborated with Implementation Team and Practice Managers to identify and resolve training issues quickly and efficiently
- Installed required hardware for use in practice including card scanners, printers, tablets, credit card terminals, and monitors
- Communicated effectively with internal teams to deliver product information, properly manage client’s expectations, and provide timely status updates
- Supported EPCS setup and troubleshooting
- Provided NPI maintenance as needed
- Assisted project team with organizing after hour, in-depth training activities for medical staff and providers
- Escalated patient-affected practice issues to internal team help desk
- Teamed up with clinical business partners to define and establish role-based workflows within clinical applications
- Supported central billing office with claim holds and coding issues to ensure prompt processing
- Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals
- Developed and maintained courteous and effective working relationships
Senior AthenaNet Go-Live Implementation Consultant
Medasource
Remote
01.2020 - 03.2021
- Provided on-site AthenaNet support during “go live” period
- Organized project implementation resources and leveraged expertise to assist organizational rollout
- Evaluated proficiency of healthcare staff on several athenaNet software packages
- Accessed and support use of Phreesia™ Patient Intake systems
- Collaborated with project team to create workflows to encourage office productivity and efficiency
- Escalated patient-affected practice issues to internal team help desk, and provided timely status updates
- Held one-on-one enhanced training with providers to educate and assisted with clinical accelerators
- Installed required hardware for use in medical office including card scanners, printers, tablets, credit card terminals, and monitors
- Assisted with claim holds and coding issues to ensure prompt processing
- Utilized leadership skills to manage client expectations and drive project results
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Maintained energy and enthusiasm in fast-paced environment.
Senior Lead Implementation Analyst & Trainer
EHR Concepts
Remote
08.2020 - 12.2020
- Contracted EHR Concepts employee for Summit Medical Group and Marshall Health/CHH
- Authored and maintained well-organized, efficient and successful manual test cases for entire team
- Created training documents for resource training
- Held high-level training for implementation team
- Implemented use of Zoom and Powerpoint to effectively illustrate project features and requirements
- Provided on-site AthenaNet support during “go live” period
- Evaluated proficiency of healthcare staff on several athenaNet software packages
- Collaborated with project manager to create workflows to encourage office productivity and efficiency
- Utilized leadership skills to allocate assignments and workloads to implementation team according to their strengths and abilities
- Held one-on-one enhanced training with providers to educate and assist with clinical accelerators
- Supported EPCS setup and troubleshooting
- Interfaced between EMR and EHR software via HL7
- Acted as virtual resource for implementation team to address issues at several locations quickly
- Provided clinical staff with printed workflows to ensure process quality control
- Collected, ticketed, and escalated all incoming calls, regarding end user issues
CS SoftDent Support Specialist
Carestream Dental
Atlanta, Georgia
11.2016 - 08.2017
- Collected and ticketed all incoming calls, regarding end user issues at first level
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Performed technical diagnosis while guiding end users through step-by-step resolutions
- Analyzed proper hardware and software set up
- Assisted with data migration, SQL database queries, and cloud connectivity issues
- Patched software and installed new versions to eliminate security problems and protect data
- Escalated calls appropriately using Clientele ticketing system
Installed and maintained software and hardware remotely using BOMGAR - Communicated effectively with internal teams to process tickets to ensure client satisfaction
Senior Implementation Consultant
MICA Health, Inc.
Remote
08.2016 - 12.2016
- Provided on-site support during “go live” period and post “go live” transition as necessary
- Organized project implementation resources and leveraged expertise to assist organizational rollout
- Evaluated and defined internal and customer needs, implementing processes to address requirements
- Communicated and explained project goals to team members to understand and implement functional demands
- Evaluated proficiency of healthcare staff on several EMR/EHR software packages
- Developed best practice guidelines to adhere to client needs while promoting optimal patient care and practice revenue
- Participated in activation, training, go-live support, and troubleshooting of new athenahealth clients
- Helped with migrating client's existing interfaces from legacy interface engine
- Provided HL7 interface-related knowledge, and technical support for all interfaces across organization
- Collaborated with clinical business partners to define and establish role-based workflows within clinical applications
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-day-day duties accurately and efficiently.
Senior Client Implementation Support Analyst
athenahealth, Inc.
Atlanta, Georgia
03.2015 - 02.2016
- Supported client implementation activities on-site and served as primary client contact on athenaNet as well as being resourceful to customers and athenahealth project management teams
- Evaluated proficiency of healthcare staff on several athenaNet software packages
- Provided on-site support during “go live” period and post “go live” transition as necessary
- Developed best practice guidelines to adhere to client needs while promoting optimal patient care and practice revenue
- Contributed experience and knowledge to expand continuity documents on team’s SharePoint site
- Communicated effectively with internal teams and external clients/partners to deliver product information, properly managing client’s expectations and providing timely status updates
- Learned and maintained up-to-date knowledge on athenaNet application’s functionality and strove to gain expertise in entire athenaNet application through ongoing training, use, and practical application
- Provided NPI and EPCS setup and support
- Supported ongoing, real-time client training and troubleshooting needs in Client Support Center when not on assignment
- Assisted with full department build and maintenance
- Supported claim posting issues to address processing holds
- Properly managed phone, case, and e-mail queues in accordance to established quality and performance standards. Often this included working in one or more channels simultaneously
- Escalated known software issues, via CRM ticket, for resolution, and ensured timely response to its completion
- SQL build and HL7 messages
Education
Some College (No Degree) - Digital Communications And Media
Lansing Community College
Lansing, MI 01.2002 - 05.2002
Some College (No Degree) - Telecommunications
Michigan State University
East Lansing, MI 08.1998 - 01.2000
Vocational Certificate of Completion - Photographic, Film, And Video Technology
William D. Ford Career/Technical Center
Westland, MI 08.1996 - 06.1998
Software
Excel
PowerPoint
Publisher
AthenaOne (athenaClinicals, athenaCollector & athenaCommunicator)
Centricity
Cerner
Greenway
EClinicalWorks
Epic
Adobe Photoshop
Adobe Illustrator
Adobe InDesign
Adobe Fireworks
Java
HTML
SQL
LIS
HL7
Active Directory
Salesforce
SugarCRM
References
Available upon request.
Timeline
Senior Client Implementation Analyst
Good Harbor Group
12.2020 - Current
Senior Lead Implementation Analyst & Trainer
EHR Concepts
08.2020 - 12.2020
Senior AthenaNet Go-Live Implementation Consultant
Medasource
01.2020 - 03.2021
Ambulatory Clinical Adoption Training Analyst
Staffing As a Mission, LLC
08.2017 - Current
CS SoftDent Support Specialist
Carestream Dental
11.2016 - 08.2017
Senior Implementation Consultant
MICA Health, Inc.
08.2016 - 12.2016
Senior Client Implementation Support Analyst
athenahealth, Inc.
03.2015 - 02.2016
Some College (No Degree) - Digital Communications And Media
Lansing Community College
01.2002 - 05.2002
Some College (No Degree) - Telecommunications
Michigan State University
08.1998 - 01.2000
Vocational Certificate of Completion - Photographic, Film, And Video Technology
William D. Ford Career/Technical Center
08.1996 - 06.1998