Hi, I’m
Zoe Conley
Atlanta,GA
Summary
With over eight years of experience in both healthcare IT and customer service, I have developed a diverse skill set that blends technical expertise with a passion for training and development. I quickly honed my ability to work in high-pressure environments while ensuring accuracy and compliance with industry regulations.
My transition into healthcare IT support allowed me to leverage my attention to detail and expand my capabilities in optimizing clinical workflows, resolving technical challenges, and supporting large-scale system implementations. Over time, I grew into roles where I was responsible for both real-time troubleshooting and training healthcare professionals, helping me develop a deep understanding of the EPIC and Cerner systems.
One of the most defining moments in my career came while I was a trainer at Nexxlinx (2015-2019). I led several classes in preparing agents to meet performance metrics in a call center environment, but it wasn’t always smooth sailing. Through patience, flexibility, and individualized support, the entire class not only met but exceeded expectations, solidifying my ability to thrive under pressure and drive success in challenging situations.
Overview
10
years of professional experience
Work History
CSI Companies
EPIC Training and Support Specialist
09.2022 - Current
Job overview
- Upon joining CSI Companies, I was tasked with improving EPIC system implementation processes during high-demand healthcare transitions.
- My role involved providing real-time support to users, troubleshooting issues, and ensuring a smooth go-live experience.
- I collaborated with healthcare professionals to optimize workflows and diagnose technical problems, often working under tight deadlines during the rollout.
- By resolving over 200 technical challenges and reducing downtime by 35%, I contributed to a 99% on-time project completion rate, enhancing overall clinical efficiency.
Optimum HIT
EPIC Training and Support Specialist
09.2021 - Current
Job overview
- As an ATE I faced delays in training for their healthcare teams during a system-wide EPIC software transition.
- I was responsible for conducting training sessions and providing on-site and remote support to ensure that staff could efficiently use the new systems.
- I developed tailored training modules and offered hands-on support during go-live events to resolve real-time issues.
- I successfully supported over 500 healthcare professionals, reducing system-related errors by 20% and ensuring seamless adoption of the EPIC system.
OptumRx
Pharmacy Technician
04.2018 - 09.2020
Job overview
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues.
- Implemented ticket prioritization system, leading to improved case management and faster issue resolution times.
- Supervised Number pharmacy technicians and coordinated day-to-day assignments.
- Helped maintain a clean and organized workspace for optimal efficiency during high-volume periods.
- Promoted teamwork among pharmacy staff, fostering a collaborative environment for improved productivity.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- As a Pharmacy Technician in a busy environment, I faced high volumes of prescriptions while ensuring accuracy and adherence to regulations.
- My primary responsibility was to fill prescriptions while complying with strict pharmaceutical standards and maintaining patient confidentiality.
- I streamlined processes by implementing organizational systems that enhanced workflow and reduced prescription filling errors.
- My efforts improved overall pharmacy efficiency by 15%, ensuring accurate and timely medication dispensation.
Staffing as a Mission
Cerner Workflow Support Specialist
08.2018 - 02.2020
Job overview
- At the elbow support
- During Cerner’s post-implementation phase, numerous workflow disruptions and system delays arose, impacting healthcare delivery.
- I was assigned to provide immediate troubleshooting and workflow optimization to minimize these disruptions.
- I coordinated with IT teams and healthcare staff to identify recurring issues, implementing technical fixes and process improvements.
- This collaboration led to a 30% reduction in system-related delays, significantly improving the clinical staff’s efficiency.
Nexxlinx Time Warner Cable
Trainer
08.2014 - 03.2019
Job overview
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- As a Trainer at Nexxlinx, I was responsible for preparing new agents to meet stringent performance metrics in a fast-paced call center environment for a 3rd party cable company
- I trained multiple classes on product knowledge, customer service techniques, and how to meet company standards.
- When one group was struggling to meet benchmarks, I adapted the training curriculum to include personalized coaching and interactive simulations.
- All trainees surpassed their performance goals, and I consistently met company metrics, helping agents be fully prepared for their duties.
Education
Oklahoma University Oklahoma City
Associate Of Arts from Communications
08.2013
Douglass High SchoolOklahoma City, OK
Diploma from General Studies
05.2007
Skills
- Remote Support
- Support Services
- Customer Relationship Management
- Training and coaching
- Technical assistance
- Continuous Learning and Development
- Time management mastery
- Process improvement strategies
- Conflict resolution techniques
- Excellent Communication
- Critical Thinking
- Computer Skills
- Dependable and Responsible
- Clinical workflow optimization
Timeline
EPIC Training and Support Specialist
CSI Companies
09.2022 - Current
EPIC Training and Support Specialist
Optimum HIT
09.2021 - Current
Cerner Workflow Support Specialist
Staffing as a Mission
08.2018 - 02.2020
Pharmacy Technician
OptumRx
04.2018 - 09.2020
Trainer
Nexxlinx Time Warner Cable
08.2014 - 03.2019
Oklahoma University
Associate Of Arts from Communications
Douglass High School
Diploma from General Studies
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