Tongerlear Isaac
Wyandanch,NY
Summary
Experienced Epic Patient Access Consultant with a demonstrated history of EHR implementations at large scale hospitals. Skilled in project management, and all phases of a full life-cycle Epic implementation with expertise in all phases of an Epic project from workflow design, validation, and build, testing, and go-live support, upgrade, and optimization. Functional areas of expertise in Epic include Patient Access, Referrals, Registration and Scheduling Workflows, Provider Finder, Decision Trees, Workqueues, Rules, Bed Planning, EVS, Transfer Center and Confirmation Records, Facility Structure, ADT Interfaces with Third-party systems, newly acquired departments, Reporting Workbench, and the integration between ADT/Prelude, Cadence and other Epic application modules. Additional experience working on Scrum Teams where agile methodologies are used to improve build timelines and standardize workflow processes for new Ambulatory departments, Logistics, Bed Planning and Patient throughput.
Overview
8
8
years of professional experience
Work History
Epic Sr. Consultant Cadence/Referrals Analyst
MUSC Health
08.2022 - 04.2023
- Collaborated in planning, development and implementation of application features and enhancements for Cadence/Referrals, Provider Finder implementation
- Collaborated with C-Suite and Senior Leadership to provide focus on training staff, prioritizing work, timelines and ensured customer delivery
- Strong experience working with and advising clients using Epic
- Implement and enhance targeted client strategies within Patient Access Revenue Cycle operations to provide maximum financial and operational benefit through measurable and sustainable results
- Direct activities of team members responsible for Revenue Cycle system and end-user support, including electronic health record (EHR) production environment support, issue resolution, project management and new functionality implementation; end-user training and education for Patient Access; and workflow and process integration, including revenue capture design solutions and project implementation
- Monitor progress toward key milestones; provide regular client updates; escalate issues as appropriate to internal and external stakeholders
- Participate in development and presentation of proposals for business development activities
- Ability to manage multiple priorities in fast-paced, matrix-structured environment
- Perform in-depth analysis of workflows, data collection, report details and other technical issues associated with use of Epic Referrals modules
- Point of contact between IT department and Operations and Senior Leadership in effort to make sure that system met user and organizational requirements that were expected as it related to Epic application and upgrade.
- Collaborated with Reporting and Clarity team for all Patient Access team's dashboards, and Cogito reporting initiatives and to address system-wide referrals leakage system-wide
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
- Analyzed problematic areas to provide recommendations and solutions.
- Evaluated clients' needs and created plan of action to provide solutions.
- Determined areas for improvement and implemented processes to alleviate problems.
- Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
- Identified business issues through careful collaboration with key stakeholders.
- Identified key areas in need of improvement and implemented plans to rectify issues.
- Aligned closely with business owners and employees to gather information and gain operational insight.
- Collaborated with C-Suite to prepare presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
- Integrated technology and business operations to identify targeted solutions to customer issues.
Epic Sr. Consultant Cadence/Referrals Analyst
Mt. Sinai Health System
03.2021 - 04.2022
- Monitored application information and initiate tasks as needed for Epic Referrals implementation
- Maintain documentation and procedures as applicable
- Maintain configuration / master files as needed to support daily operations
- Assist with moderate level application changes and upgrades including, but not limited to workflow analysis, testing, configuration, and guidance to others as needed
- Develops and maintains working relationships to enhance ability to meet goals, including system improvements, and user's objectives
- Assist with continuous improvement of information systems
- Designs and builds templates and tools that will be used as foundation for entering information into application/system
- Ensures systems are configured to be consistent with vendor recommendations and uses to maximize benefit to patient and/or staff using system
- Communicate effectively with coworkers, users, vendors and leadership by actively listening, respectful correspondence and discussions and timely follow up
- Analyzed problematic areas to provide recommendations and solutions.
- Evaluated clients' needs and created plan of action to provide solutions.
- Assessed needs for projects and made proposals to senior executives.
- Determined areas for improvement and implemented processes to alleviate problems.
- Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
- Identified business issues through careful collaboration with key stakeholders.
- Identified key areas in need of improvement and implemented plans to rectify issues.
- Presented project scopes to employees and executives, proposing timelines, budgets and specifications.
Epic Team Lead Patient Access
One Brooklyn Health
08.2019 - 03.2021
- Lead team in planning, development and implementation of application features and enhancements for Cadence/Prelude, Grand Central and Referrals, Eligibility
- Collaborated with Application Manager and Director to provide focus on positioning staff, prioritizing work, timelines and ensured customer delivery
- Lead analyst for several implementations designed for multidisciplinary ambulatory care centers
- Perform in-depth analysis of workflows, data collection, report details and other technical issues associated with the use of the Epic modules
- Point of contact between the IT department and Operations and Senior Leadership in effort to make sure that system met the user and organizational requirements that were expected as it related to the Epic application and upgrade from 2015 to 2019 version, and quarterly Epic updates to 2020
- Provided analyst guidance in Epic software analysis, design, configuration, testing, and implementation as well as application support and issue resolution
- Acted as escalation point across multiple applications and projects for the quarterly Epic updates
- Collaborated with Reporting and Clarity team for all Patient Access team's software and reporting initiatives successfully during Covid-19 pandemic and vaccine rollout
- Provide technical support and leadership for organizational strategic initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Epic Patient Access Senior Consultant
Loyola University Healthcare
03.2019 - 08.2019
- Provided support for Cadence Prelude and Professional Billing for end user in multiple clinic
- Coordinated with technical personnel to troubleshoot, maintain, and implement complex and enterprise-wide infrastructure technologies and application based installations while adhering to client policies
- Reported status of work including assigned tasks, issues, and risks to Team Lead/Application Manager on a daily basis
- Consulted on the integration of the application systems into the work environment for Cardiology, Specialty Physicians, Pediatricians, Primary Care, Infectious Disease and Rehabilitation specialist
- Lead analyst responsible for conducting in-depth analysis of workflows, data collection, report details, and other technical requirements, patient throughput, mapped record testing lead and integrated testing lead for patient access related modules interfaced with third-party systems for multidisciplinary ambulatory care centers and inpatient areas
- Perform in-depth analysis of workflows, data collection, report details and other technical issues associated with the use of the Epic modules
- Provided analyst guidance in Epic software analysis, design, configuration, testing, and implementation as well as application support and issue resolution.
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
- Analyzed problematic areas to provide recommendations and solutions.
- Evaluated clients' needs and created plan of action to provide solutions.
- Assessed needs for projects and made proposals to senior executives.
- Determined areas for improvement and implemented processes to alleviate problems.
- Identified business issues through careful collaboration with key stakeholders.
Epic Senior Consultant
Mercy Healthcare
02.2018 - 10.2018
- Provided ongoing support with the Mercy Inpatient Epic Go-live project as Senior Analyst on the Grand Central, Cadence/Prelude and Referrals team as needed in the Command Center during the Go-live
- Acted as liaison with Business Owners and other Business Analyst to define clinical end user requirements
- Managed service requests for Cadence/Prelude team's assignments and configured, tested and adhered to compliance and policy and procedures related to new requests/optimizations
- Responsible for all service requests and system configurations related to Cadence/Prelude, Referrals and Grand Central modules as needed for implementation and change requests
- Supported end users requests via Manage Engine ticketing system (Cadence/Prelude, Referrals and RTE related issues) existing Ambulatory and hospital departments
- Worked with Client Managers on optimization requests such as new Schedule Orders Workqueues, Confirmation record updates, Schedule Blocks Utilization updates as needed in ambulatory and HOD departments
- Assisted with updates to provider templates and Welcome Kiosks issues
- Provided assistance with provider templates redesign i.e., session limits, blocks scheduling
- Collaborated with other application teams and third party integrated modules on testing and Parallel Revenue Cycle testing efforts
- Completed specific team task activities as outlined in the project work plan and other job-related duties as assigned
- Worked closely with operational counterparts to ensure consistent business processing methods.
Epic Senior Consultant
Franciscan Alliance Health
10.2016 - 02.2018
- Participated on the Scrum Team as a Senior Systems Analyst, helping design, build, and test for the ADT/Prelude team Upgrade 2017 initiative
- Participated in workflow re-design sessions, helping to ensure appropriate integration between ADT/Prelude and the live clinical applications
- Worked with Subject Matter Experts (SMEs), on the Leave of Absence rollout, Dashboard Reports for Bed Planning, EVS, Capacity Planning as Lead Analyst for the Grand Central team
- Provided assistance with Welcome build, and supported the build team with support tickets and requests for additional Kiosks
- Wrote and executed Unit Testing Scripts and participated in end-to-end Integrated Testing with all Epic applications focused on integration points with Cadence, Resolute Hospital Billing, ASAP and Epic Care Ambulatory/Inpatient and OpTime/Anesthesia modules
- Implemented more efficient processes surrounding bed requests for new admissions and internal transfers in hospitals, and housekeepers in the Environmental Services departments
- Implemented reporting software to measure all aspects of the bed assignment process
- Implemented a reporting dashboard for managers, directors, and executives to use daily
- Assisted with design of training materials for Bed Planning and EVS departments
- Trained client Patient Placement staff on Bed Management updates and provided hands-on support to Leadership within the department as needed in utilizing Patient Throughput Dashboards
- Performed in-depth analyses on patient status changes and bed requests to pinpoint process breakdowns and define areas of improvement
- Mentored full-time Franciscan Alliance employees on how to complete build in Epic for ADT/Prelude, Dashboard Reporting associated with Patient Throughput
- Built and tested Referrals and Schedule Order WQs (WQF) and modified or built new Patient WQs and the rules (CER) and properties (HFP) as necessary based on 2017 Upgrade releases
- Designed, built, and tested rules, events (FEV), reports (LRP), print groups (LPG), SmartText (ETX), and programming points (LPP) for event notification paging so bed planners and nurse supervisors are automatically paged when beds are requested and assigned in Epic
- Improved efficiency of Bed Management, Environmental Services, and other patient throughput integrated workflows (HFL) by updating item profiles (HPR) and item defaults (HDV), cleaning up subcomponents (HFS) and hyperlinks for confirmation records (HCF) and event notifications (FEV)
- Built and tested Capacity Management, Bed Planning, and EVS Dashboard reports and metrics and configured the batch jobs and runs for these associated reporting tools
- Reviewed Special Updates (SUs) and provided feedback on how these would affect ADT/Prelude workflows.
Epic Senior Consultant
Pinnacle Healthcare
06.2016 - 09.2016
- Functioned as Senior Business Analyst on the Revenue Access team assigned to work on RTE implementation for new Behavioral Health department and Ambulatory clinics
- Led and facilitated planning and build meetings with Experian/Passport and Epic counterparts involved with build related to RTE go-live
- Coordinated and participated in testing of all Payors/plans configured for RTE
- Verified all eligibility batch jobs configured and updated data requirements as needed based on outcome of testing
- Oversaw data migration and interface profile configurations across environments
- Assisted with Mapped Record Testing for inpatient go-live and supported end users in live ambulatory departments
- Identified and worked on items that were called out on the issues and resolutions list
- Participated in weekly operations meetings in preparation for Inpatient go-live
- Migrated records in live environment and current build based on outcomes of integrated testing.
Epic Senior Consultant
Southcoast health
03.2016 - 06.2016
- Assisted with build efforts for Real Time Authorization and Real Time Eligibility go-live initiative for Southcoast facilities
- Assisted with coverage discovery testing and optimization for RTE
- Configured eligibility batch jobs and resource for all testing efforts
- Met regularly and participated as lead analyst for RTA implementation with third-party vendor Experian/Passport
- Conducted analysis of eligibility-related configuration and workflows enhancing usability, increasing system automation
- Assisted in the RTE build effort for Medicare, Medicaid, and commercial payor
- Augmented co-pay filing functionality for BCBS, Cigna, Humana, and United Healthcare, automatically populating coverage-level co-pay information for more than 95% of coverages queried
- Assisted with testing and optimization of coverage verification statuses, leveraging logic from payor responses to minimize user intervention and streamline REG/RTE processes
- Conducted RTE testing and payor/plan testing for Ambulatory and Inpatient; documented results and pass/fail issues
- Maintained full accountability and responsibility for implementation of assigned projects
- Involved with integration testing events and interface testing that crossed ambulatory and hospital downstream systems
- Met with operational owners and department managers to develop administrative procedures for use by end users and collaborated on the development of new policies and processes.
Epic Senior Consultant
Spartanburg Regional Medical Center
02.2015 - 02.2016
- Served as Lead Analyst and builder for Epic Cadence/Prelude and ADT for new implementation initiative
- Key responsibilities included mentoring newly certified team of analyst on multiple teams integrated with Epic's Scheduling and Registration modules throughout Spartanburg Regional Health System (SRHS) and multiple ambulatory clinics and their affiliates
- Collaborated and coordinated with all application teams working within the enterprise environments
- Analyzed end user's access to Epic Security working extensively with the Chronicles, SER, E2U, E2N, user role menus, and activity records
- Conducted analysis of eligibility-related configuration and workflows enhancing usability, increasing system automation for the registration coverage verification workflows
- Assisted in the RTE build effort for Medicare, Medicaid, and commercial Payors
- Augmented co-pay filing functionality for BCBS, Cigna, Humana, and United Healthcare, automatically populating coverage-level co-pay information for more than 95% of coverages queried
- Introduced additional coverage verification statuses, leveraging logic from Payors responses to minimize user intervention and streamline REG/RTE processes
- Facilitated data migration efforts and policy across SRHS environments
- Served as cutover lead for Ambulatory and Inpatient go-live rollout plan
- Was lead builder for the EVS and Transport modules and IVR system
- Demonstrated working knowledge of Epic Security, specifically security templates and security classes assignments/modifications
- Demonstrated working knowledge of Epic RTE and assisted with conversion and testing efforts
- Conducted RTE and Payor/Plan testing for Ambulatory and Inpatient documenting results and pass/fail issues
- Worked with faxing/scanning integrated workgroups and conducted data analysis of current legacy processes; transitioned to Epic's faxing and scanning solution interfaced with Right Fax and HPF
- Involved with WQ configuration, questionnaires, and referral workflow analysis
- Maintained full accountability and responsibility for implementation of assigned projects
- Participated in the assessment of user requirements and identified process and workflow changes required to meet the implementation goals
- Ensured scope requirements were managed via change control processes
- Designed integration test plans for ambulatory and hospital inpatient end users
- Documented issues on issues log and in Sherlock when necessary
- Involved with integration testing events and interface testing that crossed ambulatory and hospital downstream systems
- Ensured and involved with testing events to validate interface between IDX and Epic
- Developed and analyzed workflows and business operations to ensure smooth transition to ADT and Prelude
- Met with operational owners and department managers to develop administrative procedures for use by end users and collaborate on the development of new policies and processes.
- Developed custom solutions based upon clients' strict requirements.
Education
Master's Health Administration -
Hofstra University
09.2024
Bachelor of Science in Business Administration -
Briarcliffe College
06.2001
Skills
- Excellent interpersonal and communication skills
- Poised under pressure
- Epic Certifications: Prelude, Cadence
- Epic Referrals
- Epic Reporting,
- Productivity Improvement
- Business Analysis
- Systems Analysis
- Strategic Planning
- Technology Integration
- Business Process Reengineering
- Cross-functional Collaboration
- Team Leadership
- Agile Methodologies
- Change Management
- Process Improvement
Pronunciation
Tongey-she/her/hers: pronounced Tawnjee
Core Qualities
- Diverse background in management and IT systems
- Excellent comprehension of implementation and maintenance processes
- Profound experience with industry standard healthcare software
- Extensive knowledge of Epic Cadence/Prelude and Referrals, Grand Central and Logistics
- Strong understanding of Epic Reporting Tools, Content Management and Data Courier
- Vast oral and written communications skills
- Superb decision making abilities
- Conduct comprehensive assessments of scheduling and registration workflows to identify gaps and areas for improvement
- Analyze complex data, identify trends, and make data-driven decisions to optimize scheduling and registration workflows
- Design and implement Epic Cadence solutions to improve patient access and contribute to overall operational efficiency
Timeline
Epic Sr. Consultant Cadence/Referrals Analyst
MUSC Health
08.2022 - 04.2023
Epic Sr. Consultant Cadence/Referrals Analyst
Mt. Sinai Health System
03.2021 - 04.2022
Epic Team Lead Patient Access
One Brooklyn Health
08.2019 - 03.2021
Epic Patient Access Senior Consultant
Loyola University Healthcare
03.2019 - 08.2019
Epic Senior Consultant
Mercy Healthcare
02.2018 - 10.2018
Epic Senior Consultant
Franciscan Alliance Health
10.2016 - 02.2018
Epic Senior Consultant
Pinnacle Healthcare
06.2016 - 09.2016
Epic Senior Consultant
Southcoast health
03.2016 - 06.2016
Epic Senior Consultant
Spartanburg Regional Medical Center
02.2015 - 02.2016
Master's Health Administration -
Hofstra University
Bachelor of Science in Business Administration -
Briarcliffe College
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