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Click here or scroll down to respond to this candidate Candidate's Name
Street Address
Phone: PHONE NUMBER AVAILABLE Email: EMAIL AVAILABLE
Profile
Experienced professional that utilizes my experience and training to impact
quality assurance metrics, build relationships with clinical practices and
administrative leaders, and to mentor and develop associates to become an
advocate for the patient by delivering exceptional service mandated by the
company's mission and goals.
2012 - Present Epic APM Trainer
Certified Credentialed Trainer for Cadence and Prelude
> Responsible for training all new and existing employees in Basic
Scheduling, Scheduling Level 2, Registration w/o Scheduling,
Optime, Hospital Registration, Procedural Scheduling,
Recertification Refresher, Scheduling for Clinical Staff,
Insurance 101, Registration Workshop in a classroom setting
> Update training materials for all classes as necessary
> Created a Telephone Etiquette one day class for all hospital
employees
> Provide shoulder to shoulder support to hospital and clinical
staff as needed
> Understanding of Epic EMR
> All other duties as assigned
2011 -2012 Epic APM Exemplar
Certified Credentialed Trainer for Cadence and Prelude
> Facilitated in training over 5,000 Hospital of the University of
Pennsylvania employees during the course of five months as we
converted from IDX to Epic
> Training included scheduling and registration
> Go to person for any Epic related questions among the Access
Center employees
2004-2011 Call Center
Quality Assurance Coordinator
> Responsible for maintaining the QA Tool with updated policies
and procedures
> In charge of QA for the entire scheduling department which
consists of 16 departments, over 100 employees using Encore
Explore 2 database
> Responsible for listening/grading 10 calls quarterly for each
employee
> Provide quarterly feedback or as needed
> Review complaint calls from patients or Guess Services
> Present manager(s) with employee QA analysis (QA results are
used as part of employees' yearly evaluation)
> Review QA expectations with all new employees, including temps
> Educate current and new employees on LIST (Listen, Indicate,
Solve, Tell)
> Served as the liaison for our various practices during
management transition
> Assist supervisor and manager with the hiring process
> Participate in staff meetings providing Power Point
presentations on customer service
2002-2004 Call Center
Senior Service Representative, Penn Eye Care Division
> Team Lead and contact person for Penn Eye Care issues in
manager's absence
> Responsible for Master and Daily schedules for all Penn Eye Care
providers with a turnaround time of 48 hours
> Oversee process for contacting bumped patients via phone and/or
letter
> Assist in the process of training new employees
> Quality Assurance appointee for my team members
2000-2002 Call Center
Patient Service Representative, Penn Eye Care Division/Penn Radiology
> Provide phone coverage for co-workers as needed
> Schedule appointments for the following departments at all of
their designated locations: Penn Eye Care, Radiology (ultrasound
and CT Scan)
> Ensure that patient demographic and insurance information were
up to date
> Send out new patient packets and reminder letters
1999-2000 Scheie Eye Institute
Patient Service Representative
> Check approximately 150 patients in and out on a daily basis
> Scheduled follow-up appointments for nearly 30 physicians daily
> Verified/updated patient insurance and demographic information
> Registered new patients and emergency walk-ins
> Processed referrals through the IDX System
> Responsible for collecting co-pays and other monetary payments
1997-1999 Court Reporting Associates
Court Reporter
> Manually produced a verbatim record and transcription of
deposition, arbitrations and hearings at an excess of 225 wpm,
with a turnaround time of 1-10 business days
> Responsible for records and documentation pertaining to legal
proceedings
Education
Peirce College - Philadelphia, PA
> Associate Degree in Applied Science in Court Reporting
Skills and Technology
IDX Certified, Epic Certified, Encore Explore 2, ClientPlus Client, Word
Perfect 6.0, Microsoft Office (i.e. Excel Word), typing (minimum 60 wpm),
medical terminology, critical language skills, bilingual (fluent in
Spanish), great leadership and interpersonal skills
Permanently
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