Patrick West

Provided comprehensive Cerner support to Children's Mercy Hospital for both Physician and Nursing documentation during their transition to Epic. Supported the client's completion of their new Epic build by backfilling full-time Physician and Nursing support roles. Responsibilities included rules maintenance, orders maintenance, PowerPlan maintenance, Powerform maintenance, Dynamic Documentation support, and I-View/DTA management. Additionally, provided on-call support for Nursing and Physician users, supporting applications such as Timeless, Bridge, Teletracking, GetWell, and Dragon Medical One. Additional support was provided for 724 Maintenance (Cerner Downtime Server), along with documentation support for various departments and participation in multiple projects and testing events.

• Provided knowledge and experience with Physician workflows
• Built and maintained Powerplans, Order Sets, Interactive flowsheet, Powerforms, Dynamic Documentation, Mpages, and Rules
• Consulted with client on current workflows and recommended future state workflows
• Consulted with client on system changes and ongoing system maintenance
• Provided client partners troubleshooting and knowledge transfer
• Developed and maintained relationships with clients to provide appropriate escalation of issues, solution knowledge and engagement support
• Resolved escalated problems and issues using solution knowledge and expertise
• Resolved client concerns raised during operation and maintenance of solution application
• Consulted with clients during implementations to deliver client-specific configurations, testing, and training.
• Completed full solution build with accountability for build quality score and follow up actions
• Developed and executed test plan and test script execution and noted changes in end user functionality
• Reviewed new defects, wrote steps to test, outlined information for change requests and notified clients
• Identified and escalated issues to solution

Migrated three inpatient facilities in Augusta, GA, onto the client's Epic EHR platform, including upgrading and augmenting Epic Hyperdrive, Dragon Medical One, DAX, and Imprivata SSO applications. Adhered to strict change management processes,conducted comprehensive testing, and provided post-optimization support for a smooth end-user experience.

• Facilitated the successful merger and system integration of three inpatient facilities, augmenting existing EHR build and ensuring a seamless transition for end-users.
• Collaborated with change management to implement comprehensive testing (unit, system, integration, charge) and provide post-optimization support for applications including Epic Hyperdrive (May 2023 upgrade), Dragon Medical One, DAX, and Imprivata SSO.
• Defined system requirements, documented processes, and resolved issues throughout multiple testing phases to ensure successful deployment.
• Provided strategic recommendations, managed day-to-day Epic Hyperdrive operations (using Ivanti HEAT), and resolved ongoing issues through vendor collaboration.
• Offered on-call incident support, educated clinical staff on best practices, and optimized provider workflows for efficient documentation within Epic.

Served as a subject matter expert for Cerner Millennium's Physician Track, Infection Control, and Sepsis Management modules. Led the successful EHR migration from Epic to Cerner, specializing in the design and optimization of physician workflows.

• Led the successful migration from Epic to Cerner Millennium, specializing in the configuration of Physician Track, Infection Control, and Sepsis Management modules, ensuring a seamless transition for providers.
• Designed, built, and optimized Acute Physician workflows (Dynamic Documentation, Transfers, Rounding, Admissions, Transfers, Discharge, Med Rec, etc.) within Cerner Millennium to enhance efficiency and provider experience.
• Conducted thorough workflow analysis and system configuration using Cerner build tools (Bedrock, Cerner Practice Wizard, Dynamic Documentation, DTA Wizard, Discern Explorer, DCP Tools) to address break/fix issues and implement enhancements.
• Developed and executed comprehensive test plans (unit, system, integration) using VersionOne, TestBuilder, TestRunner, and TestTracker for a smooth migration and ongoing maintenance.
• Provided post-go-live support, resolving build and customization issues, upgrading Cerner Millennium for new features & security, and collaborating on user training materials (including Dragon Medical One).
• Trained and led a team of Physician Track FTEs on Cerner build and maintenance for ongoing in-house support.

Led the design, implementation, and optimization of Cerner and Dragon Medical One solutions for Medstar Health, maximizing provider adoption and efficiency. Provided expert project management, user training, and ongoing support, resulting in a longterm six-year partnership.

• Championed successful Cerner PowerChart & Dragon Medical One implementation, maximizing provider experience. Designed, implemented, maintained, and optimized solutions, resulting in an 80% decrease in transcription usage and increased user adoption.
• Developed and delivered comprehensive training programs for Cerner Dynamic Documentation and Dragon Medical One, empowering providers and ensuring successful system utilization.
• Defined system requirements, built MPages, PowerOrders, & note templates, and conducted multi-level testing, ensuring seamless workflow integration and optimized user experience.
• Served as a subject matter expert and trainer, offering guidance on Cerner and Dragon Medical One, facilitating knowledge transfer for long-term success.
• Championed provider feedback by incorporating clinicians in testing, actively refining the system to meet their needs and ensuring a successful rollout.
• Provided on-call incident support, resolved user issues, and managed the application support team, ensuring efficient issue resolution and ongoing optimization.
• Led multiple successful projects, including Microsoft Dragon Medical One upgrades and PowerMic Mobile implementation, driving innovation and cost savings for the organization.

Leveraged expertise in conversational AI to drive user adoption and customer success for Dragon Medical products (Network Edition, One, PowerMic Mobile) within leading EHR systems. Managed 80+ healthcare organizations nationwide, ensuring seamless integration and ongoing support.

• Led customer success initiatives for 80+ healthcare organizations across the US, specializing in EHR integration (Allscripts, McKesson, Cerner) for Dragon Medical products (Network Edition, DMO, PowerMic Mobile). Achieved significant user adoption gains through comprehensive support and training programs.
• Provided ongoing support throughout the customer journey, from initial implementation to day-to-day engagement and proactive issue resolution. Fostered positive relationships with customers, ensuring a seamless Dragon Medical experience within their EHR system.
• Collaborated with internal stakeholders across technical support, order management, professional services, product management, and customer loyalty teams to deliver exceptional customer service and drive product adoption.
• Conducted on-site assessments and remote technical reviews to identify workflow and system configuration improvements, optimizing the Dragon Medical experience for end-users.
• Identified license expansion opportunities by demonstrating the value proposition of Dragon Medical within customer workflows, resulting in increased revenue generation.
• Served as an administrator for the Nuance Dragon Medical online community, fostering a collaborative environment for knowledge sharing and peer support among healthcare providers.