Front Desk Training

SANDRA SINGLETON

**** ********* *****

Upper Marlboro, Maryland 20774

Email: acqron@r.postjobfree.com, Mobile: 301-***-****

SPECIALIZING & QUALIFICATION HIGHLIGHTS

Epic Versions (2010, 2012, 2014)

Credentialed Trainer & Implementation Specialist - specializing in Cadence, ADT/Prelude versions 2010 & 2012, 2014

Credentialed Epic Trainer (Classroom) ADT (Grand Central)/Prelude, Ambulatory, Professional & Hospital Billing, Cadence

Experienced & Comfortable training doctors, nurses, managers, super users and end users.

Epic Trainer in Classroom & Elbow to Elbow Activation Trainer (Inpatient Clindoc, ADT Prelude; Ambulatory – Cadence, Prelude, EpicCare, etc.)

Classroom Trainer in Ambulatory modules, i.e., Cadence, Prelude, ADT/Prelude, Resolute Professional Billing

Ambulatory Workflow Managers (Workflow Productivity Tracking, Reporting Workbench, Workqueues, etc.)

Site Lead, Epic Implementation Supervisor/Team Leader (Kaiser Permanent). Full implementation Revenue cycle and transitions pre/post support activities. Engagement/dialog with leadership for scheduling, functionality, change management, and workflows. Participated in championing an atmosphere of team work during strategic training and workflow planning meetings. Managed a multidisciplinary team of Training Assistants. Knowledge of Meaningful Use and other best practices in management of health information systems.

Medhost EMR CPOE training for providers and nurses

Site Lead (ADT/Prelude, Cadence/Prelude version 2012-2014) for HCTEC Partners at John Muir

Call Center University of Arkansas Medical (UAMS)

Site Lead/Implementation Team Lead; in-depth knowledge of Implementation Methodology

Dragon

PROFESSIONAL EXPERIENCE

Lehigh Valley Health Network, Allentown Pennsylvania, 3/29/2015 until Present, HCTEC Partners, 7105 S Springs Dr. #208, Franklin, TN 37067

ADT/Prelude Credential Trainer (success completed credentialing program) Classroom Trainer - directors, manager, supervisors and super users and users of all departments in preparation for go-live. Assisted Id’s with editing training materials including curriculum, user guides, lesson plans, and presentations. Achieving Credentialed Trainer status with Lehigh Valley, demonstrating comprehensive knowledge of the “Grand Central” formerly “ADT”. Reviewed proficiency measure results and ensured all users were trained at the appropriate levels and are able to demonstrate proficiency in the Epic system training, Planned, designed, developed and implemented training and curriculum strategies including timeframe and method of delivery for all end-user audiences in all ADT/Prelude with the assistance of Epic Instructional, Ensured competency requirements are met for all Epic Program staff. Designer classes were Patient Access, ED Registration, Bed Planner, Transport, Authorization Certification, Admission Supervisor, ADT Info and EVS Manager. Exposure to the training environment.

Wake Med, MICU, Clindoc, Raleigh, North Carolina, 1/28/2015 thru 2/28/2015 – CSI Health IT, 9995 Gate Parkway North, #100 Jacksonville, Florida

Inpatient Epic Activation – provided elbow to elbow training for nurses. (Such as MAR, Doc Flowsheet, Admission, Transfer, Discharge, and Orders

Harrison Ambulatory Project, Urgent Care ADT/Prelude & ASAP) Tacoma, Washington, 7/11/2014 thru 7/25/2014 CSI Healthcare IT, 9995 Gate Parkway North, #100, Jacksonville, Florida

ADT/Prelude/ASAP Epic 2014 - Harrison Inpatient/Ambulatory Project, Urgent Care - Trained Front Desk & Super users on modules such as Workqueues, cash drawer, Claim Edit, Orders, etc. Supported managers on flow work, Work queues and Reports. Assisted back-end doctors/nurses with orders, etc.

Wake Med Ambulatory Project, Raleigh NC, ENT & Family Practice, 6/30/2014 thru 7/13/2014 - CSI Healthcare IT, 9995 Gate Parkway North, #100, Jacksonville, Florida

Trained PARs (front desk team) Cadence/Prelude & Surgery Scheduler with Orders, Referrals & scheduling surgery. Assisted managers on Reports, and Workqueues.

Navarro Regional Hospital, Corsicana, Texas, 5/18/2014 thru 6/2/2014 - Intellect Resources, 3824 N. Elm St, #102, Greensboro NC 27455

Activation Consultant working Medhost EMR Software – Inpatient. CPOE – Trained Physicians & Nurses, entering orders, medication reconciliation, personal tablet etc.

University of Arkansas – Call Center, 5/2/2014 thru 5/16/2014 - ESD IT Consulting, 4352 W. Sylvania Ave, Toledo, Ohio 43623

Activation Consultant Inpatient - Answered questions posed by end users as they use the system. Troubleshoot and report any error messages, printing issues, security problems, and enhancement suggestions. Liaison between the users (all hospital staff) and the Command Center for issues and problems resolutions. Identify and report work-flow and/or system configuration improvements solutions.

John Muir Medical Centers - Walnut Creek & Brentwood, CA. 3/14/2014 thru 4/26/2014 - HCTEC Partners, 7105 S Springs Dr. #208, Franklin, TN 37067

Pre-activation & Site Lead/Activation - Trained & supported front desk users, mangers and Case Managers - Brentwood Family Practice, Physical Therapy, Cardiology, Case Managers, and Schedulers for Imaging. Trained users, i.e., In Basket, Referrals, Transcribing Orders, Cadence

UNC Healthcare, Durham, NC; 12/9/2013 thru 3/8/2014 - Leiodos/SAIC, 4501 Ford Ave., Alexandria, Virginia 22302

ADT/Prelude Credential Trainer (success completed credentialing program) Classroom Trainer - directors, manager, supervisors and super users of all departments in preparation for go-live. Reviewed proficiency measure results and ensured all users were trained at the appropriate levels and are able to demonstrate proficiency in the Epic system training, Planned, designed, developed and implemented training and curriculum strategies including timeframe and method of delivery for all end-user audiences in all ADT/Prelude with the assistance of Epic Instructional, Ensured competency requirements are met for all Epic Program staff. Designer.classes were PAS 100 & 200, ED Registration, Bed Planner 200, Transport 100 & 200, Authorization Certification 300, Admission Supervisor 300, ADT Info and EVS Manager 200. Exposure to the training environment.

John Muir Medical Centers - Walnut Creek & Brentwood, CA. John Muir (Brentwood Family Practice & Brentwood Urgent Care Departments), 10/21/2013 thru 11/28/2013; HCTEC Partners, 7105 S Springs Dr. #208, Franklin, TN 37067

Pre-activation & G0-Live support - Trained & supported front desk users, mangers and Case Managers - Brentwood Family Practice, Physical Therapy, Cardiology, Case Managers, and Schedulers for Imaging. Trained users, i.e., In Basket, Referrals, Transcribing Orders, Cadence, Coordinated post-live training tasks and activities, Kept Epic project leadership updated and informed of timeline progress and results of the planning and implementation process, Responsible for up to 10 staff members at any one time. Directed, supervised and coordinated assigned personnel and activities to meet department objectives, Ensured competency requirements are met for all Epic Program staff.

Urgent Care Department Cadence/Prelude/Dragon- Trained Frontline users, Schedulers, Super Users & MA’s - Ensured adequate support to meet production and quality support for users. Ensured the training and coaching of users. Served as a resource for the managers to assist them in identifying gaps and implement solutions. Evaluated and ensured workflow issues were addressed by establishing protocols and developing action plans.

Duke University 6/19/2013 thru 7/12/2013 Optimum Healthcare IT 1524-B The Greens Way Suite 100, Jacksonville Beach, FL 32250

Activation Trainer Consultant – Cadence, ADT Prelude, Resolute (Professional Billing) – Provide just in time training to facility resources, thus reinforcing prior education and training. Provide support for the right clinical and operational process behaviors as part of the go-live process. Provide one-on-one guidance with front desk, physicians, nurses, and other staff to assist with questions or procedures. Identify and resolve issues to client staff. Maintain a flexible, calm demeanor. Act as a point of escalation contact.

Resurrection Healthcare, Chicago, Illinois 3/31/2013 thru 6/12/2013 - TEK Systems 91 Corporate Blvd., Linthicum Heights, MD 21090

Ambulatory Analyst, Trainer-Workflow Specialist Position required may use of informatics, Workflow, and Epic Ambulatory. Trained Clinic Managers, Nurse Manager, Nurses, Front desk. Revenue Cycle & Implementation of all new Epic implementation roll outs for physician practices (family practice, OB/GYN, Endo, Internal Medicine, etc.). Training & Elbow to Elbow support for end users (front desk, nurses, doctors) Scheduling, Registration & Billing using Cadence/Prelude and Resolute Professional Billing modules. Support for Cadence Readiness Profile for Leads. Assigned to evaluate, document and provide feedback for Ambulatory Team Leads on a formal and ad hoc basis. Complete project documentation and workflows.

SSM Health Care, St Louis Mo, 2/28/2013 thru 3/15/2013 Epic Inpatient Cadence (Registration & Centralized Scheduling) SSM Health Care, St Louis Mo

Pre go-live team lead group that prepared hospital staff for Scheduling and Registration (Cadence/Prelude & ADT Prelude) implementation (Central Scheduling and Front Desk Registration for the Breast Cancer Center and the Radiology Departments. Trained managers, performing skills assessments, identifying security and workflow issues. Go-live implementation; post go-live, Work Flow and System Optimization reporting.

Loma Linda Hospital, Children’s Cancer Ward, San Bernardino, CA 2/1/2013 thru 2/8/13 (family emergency) - ESD IT Consulting, 4352 W. Sylvania Ave, Toledo, Ohio

Support Epiccare, Clindoc & Beacon Clinical Documentation (physician) nurses workflows. Ordering, Clinical Documentation, Chart Review, Results Review and Reporting are presented in the context of Admission, Transfer, Discharge, Rounding, and Doc Flowsheets, Order Management, MAR, Charge Capture and Daily Cares

SSM Health Care, St Louis Mo 10/22/2012 thru 12/12/2012 CSI Healthcare IT, 9995 Gate Parkway North, #100,

Jacksonville, Florida

Epic Cadence & ADT Prelude Consulting. Part of a pre go-live team lead group that is preparing hospital staff for Scheduling and Registration (Cadence & ADT Prelude) implementation. Consulting with managers, performing skills assessments, identifying security and workflow issues. Go-Live implementation consulting and worked in the Command Center. Work Flow and System Optimization.

Wake Forest Baptist Medical Center -9/19/2012 thru 10/20/2012 - - Intellect Resources, 3824 N. Elm St, #102, Greensboro NC 27455

Inpatient - ICU Units & Post Op Critical Care Unit & Cancer (Physicians & Nurses) – Clindoc & Beacon training focusing on physician and nurses workflows. Ordering, Clinical Documentation, Chart Review, Results Review and Reporting are presented in the context of Admission, Transfer, Discharge, Rounding, and Doc Flowsheets, Order Management, MAR, Charge Capture and Daily Cares.

Baltimore Washington Medical Center/University of Maryland 8/12/2012 thru 9/1/2012 - TEK Systems 91 Corporate Blvd., Linthicum Heights, Maryland 21090

Inpatient (Clindoc) - Training focusing on physician and nurses workflows. Ordering, Clinical Documentation, Chart Review, Results Review and Reporting are presented in the context of Admission, Transfer, Discharge, Rounding, and Doc Flowsheets, Order Management, MAR, Charge Capture and Daily Cares.

Norton Healthcare Louisville, KY, Wave II, 7/5/2012 thru 7/21/2012 - CSI Healthcare IT, 9995 Gate Parkway North,

#100, Jacksonville, FL

Epic Ambulatory Credentialed Trainer Cadence & Help Desk Staff Support. John Guarnaschelli, MD, Neurosurgical Group - trained and elbow to elbow support on Cadence, Prelude, and Professional Billing. Help Desk Support - Provided Epic support for 1st & 2nd level help desk employees. Master both an Epic application and organization’s specific workflows. Trained doctors on Dragon.

Presbyterian Medical Group Albuquerque, New Mexico 6/1/2012 thru 6/30/2012- TEK Systems, Albuquerque,

New Mexico 87105

Epic 2012 Credentialed Ambulatory Trainer - Clinical EMR 2010 Upgrade - Pre/Post-Go Live Implementation Training Specialist (Physicians & Nurses) – Ambulatory Cadence and EpicCare. Training/Elbow to Elbow clinical end users for front desk end users, physicians, nurses and MA; s. Facilitating change management, analyzing problems, developing and simplifying procedures, and finding innovative solutions. Also assigned to evaluate, document and provide feedback for PHS Team Management. Mastered both an Epic application and organization’s specific workflows.

Bronson Healthcare - Epic Inpatient Trainer 4/19/2012 thru 5/11/2012 – CSI Healthcare IT, 9995 Gate Parkway North, #100, Jacksonville, FL

Outpatient Surgery department: Cadence; Prelude for front desk staff & Clindoc support for doctors, nurses

Cadence, Prelude & EpicCare. Trained front desk staff and clinical doctors, nurses, lab. Mastered both an Epic application and organization’s specific workflows. Trained doctors on Dragon.

Epic Inpatient Credentialed Clindoc Trainer/Go-Live Specialist - CEDARS SINAI MEDICAL CENTER, 1/5/2012 thru 3/30/2012 (Completed Credentialing Program) – MedFirst consulting, 60 Chelsea Corners, Al 35043

Training focusing on physician and nurses workflows. Ordering, Clinical Documentation, Chart Review, Results Review and Reporting are presented in the context of Admission, Transfer, Discharge, Rounding, and Doc Flowsheets, Order Management, MAR, Charge Capture and Daily Cares. Assisted providers with Dragon.

Mercy Family Care – Catholic Health Partners Toledo Region – 10/20/2011 thru 11/18/2011 - MedFirst consulting, 60 Chelsea Corners, Al 35043

EpicCare Ambulatory Trainer – Traveled throughout the Toledo region and trained in office visit workflow for Family Care, GI, Trauma, Burn, Family Care, and Urology clinics. Training Nurses and Doctors (rooming the patient, reviewing the chart, placing orders, writing a note, and more) and clinical patient-related phone call workflows. In Basket messaging to support clinical workflows, how to use Epic’s documentation tools (SmartTools), how to use the Best Practice Advisory decision support tool, and how to use and do simple editing of Reporting Workbench reports to run queries on defined subsets of patients. Practice Management for front desk (Cadence/Prelude)

Lancaster General Hospital, Lancaster, Pennsylvania 3/07/2007 thru 9/30/2007 - Culbert Healthcare Solutions, 800 Cummings Park Drive, Woburn, MA 01801 - Credentialed Epic Ambulatory Classroom Trainer & Go Live Support Trainer – Lancaster General Hospital, 3/07 thru 09/2007

Epic modules, such as 2010 Cadence, Prelude, Resolute (Professional Billing) and Epiccare. Training of doctors, nurses, managers, super users and end users. Training documentation correction and rewrites. Actively participated in formulating training strategies during curriculum design/redesign, to better accommodate the needs of the end user. Go-Live Implementation for medical centers.

Kaiser Permanente, Silver Spring, Maryland – October 2004 thru November 2006

Revenue Cycle - Epic Ambulatory Analyst, Site Team Lead Implementation Lead and Credentialed Cadence Trainer

Managed several Kaiser Medical Centers on-site support resources during the Go-Live phase. Provided leadership and direction to project team by understanding the Practice Management processes, gathering requirements, identifying potential usability issues, and insuring that an appropriate level of application quality was maintained. Established and maintained customer relationships with both clinical and executive leadership. Performed day-to-day management, mentoring, and coaching of 10-person implementation team. Ensured problem resolution for escalated enterprise-level technical issues and design questions that crossed application teams. Delivered presentations and system demonstrations to facility-based implementation teams. Responsible for up to 10-15 staff members at any one time. Direct, supervise and coordinate assigned personnel and activities to meet department objectives. Responsible for scheduling, orientation and training of all assigned personnel. Managed multiple project objectives simultaneously.

Ensured competency requirements are met for all Epic Program staff.

Classroom Credentialed Trainer for Cadence/Prelude. Classroom hours 12-24 hours)

LICENSES, CERTIFICATIONS AND TECHNICAL KNOWLEDGE

IT Principal Trainer Sutherland, Asbill & Brennan (law office Washington DC),

Contract Agreements with Justice Department, Department of Education, Department of Defense training windows, Microsoft office and WordPerfect software.

Help Desk experience

Microsoft Excel, Word, Microsoft Access, InfoPath, Publisher and PowerPoint; Adobe Acrobat (Including form development and automation

Licensed Realtor® Maryland Board of Realtors

EDUCATION – Prince Georges Community College – Courses in Business Administration

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