SARAH VOYLES, MIS
Houston,,TX
Summary
Results-driven Training Systems Analyst with over 10 years of experience in software implementation, EHR optimization, and client onboarding. Proven track record in leading cross-functional training, resolving technical issues, and streamlining workflows to boost adoption, accuracy, and operational efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Training Systems Analyst - Epic Resolute PB & Cogito Principal Trainer
Kelsey-Seybold Clinic
Houston, TX
05.2023 - Current
- Designed and built optimized learning modules and training environments for Revenue Cycle operations; delivered targeted training for staff across departments.
- Developed instructional and procedural documentation for end users and the Technical Training team.
- Mentored team members to strengthen skills, and increase overall team performance.
- Troubleshot technical issues while collaborating with analysts and stakeholders to boost system adoption and use.
Insurance Follow-Up Representative II / III
Kelsey-Seybold Clinic
Houston, TX
09.2019 - 05.2023
- Mentored, trained, and audited 18+ team members on Epic and insurance workflows, significantly increasing accounts receivable accuracy and payment collections.
- Collaborated with Epic and Power Automate DevOps teams to implement a Robotic Process Automation claim documentation response project, minimizing manual labor, and enhancing ROI.
- Created reports and analyzed data trends related to insurance rejections in order to identify areas of improvement in our operations process and create SOPs.
Patient Account Analyst I / II
Kelsey-Seybold Clinic
Houston, TX
05.2017 - 09.2019
- Conducted training and QA on financial operations, and resolved high-level benefit and patient collections issues.
- Collaborated with Epic analysts during upgrades, testing modules for billing, and registration improvements.
- Awarded the CFO's Service Star Award for performance and team leadership.
Health Services Representative
Kelsey-Seybold Clinic
Houston, TX
02.2016 - 05.2017
- Supported patient scheduling and access workflows using Epic in a high-volume call center.
Quality Auditor
Optum Health (formerly Connextions, Inc.)
Jeffersonville, IN
09.2011 - 08.2012
- Assessed performance of over 50 health insurance customer service agents applying an intricate Anthem BCBS quality standards matrix.
- Developed Quality Auditor training program, including educational materials and departmental SOPs.
- Created audit tracking documentation and performance improvement plans based on quality findings.
Customer Care Advocate
Heartland Payment Systems
Jeffersonville, IN
05.2008 - 02.2011
- Resolved complex technical billing, ACH, and machine issues for credit card merchants.
- Delivered technical onboarding and equipment support for new merchants and sales teams.
- Recognized as the regional MVP for problem-solving and a client-first approach.
Education
M.S. - Management Information Systems
University of Phoenix
B.S. - Philosophy
Ball State University
Skills
- SaaS and Platform Implementation
- Project Management
- Workflow Optimization
- Organizational Change Management
- Client Onboarding and Training
- Training, Development, and LMS
- EHR Systems Expertise (Epic Resolute PB, Cogito, Cadence, Prelude, Referrals, Ambulatory)
- Technical Troubleshooting and Support
- Quality Assurance and Auditing
- Analytics and Reporting
- Cross-functional Collaboration
- Stakeholder Engagement
- Internal and External Communication
Certification
- Epic Resolute Professional Billing - Principal Trainer
- Epic Cogito - Certified
- Epic Cogito - Principal Trainer
Software & Tools
- EHR Systems: Epic Resolute PB, Cogito, Cadence, Prelude, Referrals, Ambulatory
- CRM & Project Tools: Jira, Trello, MS Project, Salesforce, MS Visio
- Analytics & Reporting: Microsoft Excel (Advanced), Epic SlicerDicer and Reporting Workbench, SQL (basic)
- Collaboration and Virtual Presentations: Sharepoint, ServiceNow, MS Teams, Slack, Zoom, MS PowerPoint (Advanced)
- Training & LMS: uPerform, Adobe Captivate, Canva, Thought Industries, Blackboard, Canvas, MS Publisher
- Productivity: Microsoft Office Suite, Google Workspace
Timeline
Training Systems Analyst - Epic Resolute PB & Cogito Principal Trainer
Kelsey-Seybold Clinic
05.2023 - Current
Insurance Follow-Up Representative II / III
Kelsey-Seybold Clinic
09.2019 - 05.2023
Patient Account Analyst I / II
Kelsey-Seybold Clinic
05.2017 - 09.2019
Health Services Representative
Kelsey-Seybold Clinic
02.2016 - 05.2017
Quality Auditor
Optum Health (formerly Connextions, Inc.)
09.2011 - 08.2012
Customer Care Advocate
Heartland Payment Systems
05.2008 - 02.2011
M.S. - Management Information Systems
University of Phoenix
B.S. - Philosophy
Ball State University