Summary
Overview
Work History
Education
Skills
Qualifications
Timeline
Generic

Tracy Ummel

United States

Summary

Experienced Technical and Application Support Analyst/Consultant with several years of experience in supporting, implementing, and testing healthcare and business applications and interfaces (Helathcare Information Technology). Highly skilled on Touchworks EHR, Allscripts Patient Manager, GE Centricity/Group Management, and Optum Claims Manager(Revenue cycle, coding, billing, patient demographic and registrations) systems.

Overview

25
25
years of professional experience

Work History

Senior Technical Support Consultant

Altera Digital Health
Colorado Springs, CO
09.2021 - Current
  • Researches requests and incident cases placed by customers and clients to determine impact, and provide the work to resolve the case.
  • Provides analysis and support for Touchworks EHR clients and customers, as well as system implementation and integration projects, which require systems analysis, design, build, testing and implementation for specific modules or applications.
  • Validates requirement information with the clients to ensure completeness, correctness, and clarity. Validates solutions to ensure it satisfies the stated requirements.
  • Troubleshoot and identify issues in Touchworks and its attached HIT solutions.
  • Mentoring and training of new employees, and co-workers
  • Actively create working plans to provide more efficiency and communication to the clients
  • Write and execute SQL code against large databases to assist clients with cyntax, application errors, and database reports.
  • Maintain and update a log of system issues and coveys client/customer feedback to product developers.
  • Documentation of case problems and providing solutions to customers and clients.
  • Assisted customers in planning and booking travel arrangements such as flights, hotels, car rentals, cruises and vacation packages.

Associate Business Application Analyst

Optum
Colorado Springs, CO
01.2015 - 09.2021
  • EMR Conversion from Centricity EMR to Allscripts Touchworks for large physician group
  • PM Conversion from Groupcast to Allscripts Patient Manager
  • Expert user support of Allscripts Touchworks, FUJI RIS, PACS, and Orchard
  • Maintenance and support of EMR, lab and radiology interfaces and applications
  • Troubleshoot and support all systems
  • Help desk/Service desk duties to help users with any problems they are having within the ancillary/business/clinical systems
  • Provide escalated support to users on all business and clinical applications within the organization-including HST, Ingenious Med, RCxRules, Orchard/Harvest LIS, Fuji RIS/PACS, EDI, and Immunization Registry experience
  • Interfacing support, maintenance and performance testing-Rhapsody Interface Engine

Senior Technical Support Analyst

Optum (UnitedHealth Group)
Colorado Springs, CO
03.2018 - 03.2019
  • Technical support for the Optum Claims Manager application via phone and email ticketing.
  • Troubleshooting issues related to software, hardware, and network connectivity of medium complexity.
  • Accountable for all items assigned in the ticketing system, including following up with customers on open tickets (ServiceNow, Salesforce, CA Agile-Rally).
  • Install and configure hardware for the claims manager application. Develop and maintain installation and configuration procedures.
  • Customer Service-coordinate and communicate with impacted external and internal clients.
  • Perform daily system monitoring, verifying the integrity and availability server resources, systems and key processes, reviewing system and application logs.
  • Provide Tier I, II, and III support per request from various constituencies. Investigate and troubleshoot issues. Repair and recover software failures.

EHR Application Specialist/Trainer

DaVita Medical Group
Colorado Springs, Colorado
10.2012 - 03.2015
  • Provided EHR/Application daily support to medical staff, business staff, and clinician providers.
  • Built customized medical records notes, forms, and templates within the Allscripts application to make a more efficient EHR for the providers.  
  • Subject matter expert of the Allscripts Touchworks application as a user and support analyst and as an Admin in the TWADMIN 
  • Working knowledge and expertise in user setup, note design, dictionary, and tasking
  • ScanLive support
  • SSMT, data analysis and extraction experience
  • Implemented upgrades on Allscripts Touchworks
  • Provided functional and maintenance support for Touchworks
  • Trained new teammates and providers on Allscripts and provided On-site revised training for providers and medical staff
  • Experience collaborating and working with other teams, leadership, and clinicians to develop best practices and workflows


Medical Assistant

DaVita Medical Group (Colorado Springs Health Partners)
Colorado Springs, Colorado
08.1999 - 10.2012
  • Worked in very fast paced patient practices as a medical assistant.
  • Expert in Pediatric and adult vital signs, injections, procedures and customer service.
  • Was a lead to several staff members and worked alongside several providers.
  • VFC knowledge and management

Lead Medical Assistant

Mountain View Medical Group
  • Lead for a busy pediatric after hour's clinic where I worked collaboratively with providers, staff, and patients to provide quality pediatric care.
  • Constructed monthly staff schedules to include necessary trainings, and shifts.
  • Assisted with the treatment of pediatric patients.

Education

Bachelor of Science - Technical Management

DeVry University

Project Management, Object Oriented Procedures, Microsoft SQL, Management, Excel, Network systems engineering, Database Management, Web Based Solutions, Web Development, Business Intelligence, Data Analysis, Decision Making, Project Management, System Implementation, Requirements Gathering, Statistics, Human Resource Management, and Principles of Management. -

Associate of Applied Science - Medical Assisting

Blair College

Skills


IT/EHR/Technical/HIT

  • Clinical and Business Application Support
  • Technical Troubleshooting experience
  • Technical help desk experience
  • Strong analytical skills
  • Strong collaborative skills
  • Document management
  • Optimizing and performance tuning
  • Testing and Quality Assurance of Applications
  • Excellent problem solving skills
  • System Implementation
  • Experienced in SQL database design, implementation, and maintenance
  • Extensive medical terminology knowledge
  • Familiarity with disease management programs
  • Patient, Provider and clinical Staff focused

Qualifications

Excellent customer service, interpersonal, and communication skills. System auditing experience. Workflow and training implementation experience. Ability to work under pressure, meet deadlines, and complete tasks with accuracy. Ability to work in a team or independently.

Proficient with several different software and applicaapplicationstions, including:

  • Knowledge of SQL and Database administration
  • Orion Rhapsody (Certified)
  • ScanLive
  • Fuji (RIS) PACS and Powerscribe
  • Orchard Lab System
  • HL7
  • Office 360, Microsoft Word, Access, Excel, Pro, Visual Studio, teams, and Visio

Timeline

Senior Technical Support Consultant

Altera Digital Health
09.2021 - Current

Senior Technical Support Analyst

Optum (UnitedHealth Group)
03.2018 - 03.2019

Associate Business Application Analyst

Optum
01.2015 - 09.2021

EHR Application Specialist/Trainer

DaVita Medical Group
10.2012 - 03.2015

Medical Assistant

DaVita Medical Group (Colorado Springs Health Partners)
08.1999 - 10.2012

Lead Medical Assistant

Mountain View Medical Group

Bachelor of Science - Technical Management

DeVry University

Project Management, Object Oriented Procedures, Microsoft SQL, Management, Excel, Network systems engineering, Database Management, Web Based Solutions, Web Development, Business Intelligence, Data Analysis, Decision Making, Project Management, System Implementation, Requirements Gathering, Statistics, Human Resource Management, and Principles of Management. -

Associate of Applied Science - Medical Assisting

Blair College

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Tracy Ummel