Susan E. Adam
Wesley Chapel,USA
Summary
A position in a professional setting, which will enable me to utilize my strong interpersonal and take-charge organizational skills. The position I desire will provide growth as well as challenging work opportunities and responsibilities. Results-driven Deployment Specialist with expertise in EHR systems and client training. Proven track record of ensuring client satisfaction and effective communication throughout implementation projects.
Overview
33
33
years of professional experience
Work History
Deployment Specialist
InteliChart
Fort Mill, NC
08.2024 - Current
- Provide healthcare industry product training on all aspects of the InteliChart Patient Portal Software Suite.
- Provide go-live support for new B2B Healthcare Industry Clients.
- Act as a driving force within a Software Application Implementation project.
- Provide current and accurate information to project coordinator or technical project manager relative to project progress or lack thereof.
- Work closely with newly implemented practices, monitoring satisfaction levels of client.
- Document all minor or major issues encountered during training.
- Resolve issues and communicate these issues to the appropriate parties.
- Verify the system is fully operational and being used as intended.
- Provide ongoing implementation support after go-live, bringing software projects to a successful completion.
- Participate in the development of training materials and provide as appropriate to clients.
- Minimal travel as needed.
Implementation Consultant – NCP EHR, PM, DM, Patient Portal, Pop Health
TempDev
Miami, FL
01.2022 - 08.2024
- A TempDev Implementation Consultant assists in the rolling out of NextGen EHR and EPM projects and may be involved in one or more capacities including: project management, training, support for system implementation, project coordination, application configuration, workflow re-engineering, change management, and go-live support.
- Develop implementation assessment and project plan.
- Document current and proposed clinical workflows.
- Analyze, evaluate and make recommendations for options in the use of NextGen EHR, EPM and ancillary products.
- Effectively educate and guide end-users and IT team members in software functionality and configurations.
- Facilitate the management of user expectations.
- Complete follow-up analysis to ensure software used effectively.
- Support all users of application systems, timely implementation of an ongoing maintenance of applications, and provide the opportunity for enhanced user productivity.
- Provide post go-live support to ensure end-user satisfaction.
- Work with project leadership and end-users to develop and complete implementation project tasks and deliver training courses.
- Timely communication and escalation of issues both to internal leadership and external client.
EHR Implementation Specialist – NCP EHR, PM, DM, Patient Portal, Pop Health
Nextgen Healthcare Information Systems, Inc
Horsham, PA
01.2008 - 01.2019
- Effectively educate and guide Client's Core team, end-users, and new internal employees on software configuration and front end functionality to ensure proper utilization of the NextGensoftware and ancillary applications.
- Exercise independent judgment to organize and plan Client sessions to ensure each session is tailored to the individual client need in respect to their specific practice workflow and procedures.
- Perform analysis of Client's databases and take the appropriate course of action. Action taken may include but are not limited to,:
- Verification software is working in accordance with NextGen Healthcare published manual.
- Correct/address issues and/or problems identified during analysis.
- Communicate/escalate issues/problems to the appropriate department to promptly and effectively address issues.
- Perform software customizations, ranging from basic to complex, in accordance to Client customization requirements.
- Process requirements for enhancements and/or new features to the appropriate department.
- Responsible for ensuring the execution of all goals and tasks during a Client session.
- Facilitate the management of client expectations during the implementation process including, but not limited to, discussions with Customer/ Project Manager regarding potential delays in the implementation as a result of missed or incomplete task/milestones.
- Document all client interactions including telephone calls, Client sessions, e-mail, etc. This data is used to determine next steps and/or by Project Manager/Coordinator or Management to resolve client issues/ requests.
- Independently manage client communication including, but not limited to, ensuring accurate and timely follow-up to Client questions and issues.
- Attend Client and internal meetings, as requested, to provide subject matter expertise on the NextGensoftware and/or ancillary applications.
- Provide recommendations/suggestions for product enhancements based on expertise utilizing software and real-world experience working with the NextGen Healthcare Client base.
- Independently manage multiple priorities (i.e. customer sessions, follow-up questions, internal/external support, etc) while maintaining a high-level of service and customer friendly manner.
- Use discretion and determine independently next steps while on-site at a Client location.
- Provide consultation advice to Clients and other NextGen department Managers/employees.
- Provide input to short-term and long-term plans, i.e. action plans to resolve customer implementation issues.
- As requested, provide mentoring to new Implementation Specialist staff to facilitate a faster integration into the company and department.
- Contribute suggestions and/or preliminary drafts for new and/or improving existing training tools/documentation.
- Provide recommendations/consultation to Management on areas for departmental or implementation process improvements.
- Independently develop and design Client presentations.
- Sustain detailed product knowledge for existing versions and new versions of NextGen software.
Director of Training & Education
eMRnet
Roswell, GA
02.2007 - 11.2007
- Under indirect supervision coordinates the implementation of physician EMR software systems.
- Build and prepare EMR database to client specific specialty.
- Utilizes knowledge and familiarity of practice environment to train physicians and staff to use Tablet PC computers and desktops.
- Evaluates individual physician capabilities and educates physicians in the use of software applications and mobile computing devices.
- Oversees the entire client engagement and ensures that departments are rolled-out according to mandated schedules and that all relevant staff are fully utilizing the software application.
- Trains individual physicians on the use of software applications and mobile computers.
- Prepares client documentation necessary to facilitate ongoing use of the application.
- Provided online demonstrations of the application for potential clients.
Implementation Manager/EHR/EPM Trainer
MD Systems & Solutions
Tampa, FL
02.2005 - 02.2007
- Under indirect supervision coordinates the implementation of physician EHR/EPM software systems.
- Build and prepare EMR database to client specific specialty.
- Utilizes knowledge and familiarity of practice environment to train physicians and staff to use Tablet PC computers and desktops.
- Evaluates individual physician capabilities and educates physicians in the use of software applications and mobile computing devices.
- Oversees the entire client engagement and ensures that departments are rolled-out according to mandated schedules and that all relevant staff are fully utilizing the software application.
- Trains individual physicians on the use of software applications and mobile computers.
- Prepares client documentation necessary to facilitate ongoing use of the application.
Team Manager
Healthbridge, Inc.
Braintree, MA
10.2001 - 12.2005
- Advocate for patients who are in need of reimbursement services for prescribed growth hormone therapy.
- Lead two supervisors overseeing two teams consisting of 12 patient advocates.
- Monitor daily production of reimbursement program to assure guidelines are met consistently.
- Provide 8-week training class for all staff.
- Coach, mentor, develop and promote a strong teamwork atmosphere.
- Implement all new workflows as directed by our customer.
- Provide customers with weekly, bi-weekly and monthly reports.
- Manage day-to-day operations of the reimbursement program.
Account Manager
Concentra Managed Care
Waltham, MA
03.1993 - 10.2001
- Responsible for overall operations of 10 Bill Review processing sites.
- Directly responsible for facilitating the workflow and identifying process improvement opportunities.
- Managed all sites to ensure efficient workflow & positive relationships.
- Managed site supervisors to achieve daily production and operational goals.
- Provided leadership and creative problem solving.
- Ensured overall quality of service through compliance with Policy and Procedures, site and bill audits.
- Conducted customer/client presentations on behalf of the bill review offices.
- Coordinated system conversions between the customer and processing sites.
Education
High School -
Scituate High School
Scituate, MAWorldwide Educational Services
Plymouth, MASkills
- MS Word
- MS Excel
- MS Power Point
- MS Outlook
- MS Project
- EHR knowledge
- Practice Management knowledge
- Management Experience
- Supervisory & Management Workshops
- Quality Management Training
- Medical Terminology
- ICD-9 knowledge
- CPT Codes knowledge
- Workers Comp knowledge
- PIP Claims knowledge
- Medical Billing
- Dental Billing
Additional Information
Proficient in MS Word, MS Excel, MS Power Point, MS Outlook, MS Project., Extensive EHR knowledge., Extensive Practice Management knowledge., Extensive Management Experience., Attended Supervisory & Management Workshops., Certified in Quality Management Training., Medical Terminology., Thorough knowledge of ICD-9 and CPT Codes., Thorough knowledge of Workers Comp and PIP Claims., Medical & Dental Billing.
Member Volunteer
American Red Cross
Timeline
Deployment Specialist
InteliChart
08.2024 - Current
Implementation Consultant – NCP EHR, PM, DM, Patient Portal, Pop Health
TempDev
01.2022 - 08.2024
EHR Implementation Specialist – NCP EHR, PM, DM, Patient Portal, Pop Health
Nextgen Healthcare Information Systems, Inc
01.2008 - 01.2019
Director of Training & Education
eMRnet
02.2007 - 11.2007
Implementation Manager/EHR/EPM Trainer
MD Systems & Solutions
02.2005 - 02.2007
Team Manager
Healthbridge, Inc.
10.2001 - 12.2005
Account Manager
Concentra Managed Care
03.1993 - 10.2001
High School -
Scituate High School
Worldwide Educational Services