TIVON JEFFERS

As an Epic Applications Support Analyst at New York Presbyterian Hospital, I play a vital role in implementing and optimizing Epic systems across various clinical environments. I manage incoming support calls, triaging issues to provide prompt and effective solutions. My focus is on enhancing user experience and operational efficiency, ensuring healthcare professionals have seamless access to critical information and tools for delivering high-quality patient care.

Key Responsibilities:

• Technical Support and Troubleshooting: Provide expert-level troubleshooting for a range of Epic modules, including ASAP, Ambulatory, Inpatient, and Cadence, ensuring minimal disruption to clinical workflows and patient care.
• User Training and Guidance: Deliver comprehensive training sessions and ongoing support to clinical staff, empowering them to navigate Epic applications effectively and leverage their full potential in daily operations.
• Documentation and Incident Management: Maintain detailed documentation of all support incidents and resolutions within the hospital’s ticketing system, ensuring accurate records for analysis and process improvement.
• Collaboration and System Optimization: Collaborate closely with IT and clinical teams to identify areas for system enhancement, participate in testing new features and updates, and implement best practices that drive efficiency and improve patient outcomes.

• Provided comprehensive end-user support during the go-live of the Epic ASAP module, focusing on emergency department workflows such as Triage, Track Board, and ED Launch.
• Assisted clinicians with the Triage Activity for documenting chief complaints, vital signs, and initial assessments, ensuring accurate patient prioritization and flow management.
• Trained staff on the Track Board for real-time patient tracking, room assignments, and status updates, as well as using the ED Map for visualizing patient locations and treatment phases.
• Supported front-end users with Quick Registration, Patient Check-In, and Order Entry, ensuring seamless intake, accurate order placement, and documentation during patient care.
• Guided emergency department staff through the use of Disposition Management for handling discharges, admissions, and transfers directly from the front-end interface.
• Provided troubleshooting and training on key features such as ED Narrator, Quick Actions, SmartForms, and Epic Flowsheets, optimizing charting and real-time documentation.

• Tier 1.5 Help Desk Analyst, 03/01/19, 11/01/19, Hackensack Meridian Health, Eatontown, NJ, Help Desk Support

• Inpatient Orders/Grand Central (ADT) /ClinDoc/Cadence+ Prelude

• NY Rehab Clinic, Grand Central (ADT), Prelude, Cadence/Epic Ambulatory Support Specialist

• Eatontown, NJ Help Desk Support

• NY Geriatrics Ambulatory support, Prelude, Grand Central (ADT).

• Neurology, Orders/ Epic ambulatory, Prelude

• Queenstown, MD ER Grand Central, ASAP, Prelude/ Cadence support

• NY ASAP/ Orders /Grand Central, Prelude

• Ambulatory Rehab

• General surgery and Trauma, Grand Central, Prelude, Ambulatory outpatient Unit

• Dr. Marks Colorectal Surgery, ambulatory Provider Support

• ClinDoc, Orders, Ambulatory, Cadence, Grand Central (ADT)

• Supported and configured system software remotely and onsite for over 300 employees, including New York, L.A and Portland
• Installed equipment for data communications networks including cabling, wireless routers, and telephone systems
• Supported users both local and by phone with problem resolution and education
• Made recommendations regarding information technology infrastructure overhauls
• Managed security system, network monitoring and server monitoring both on- and off-site
• Advocated for aggressive testing and problem analysis for server, desktop, and IT infrastructure work