Clinical Systems and Workflow Specialist Resume Baltimore, MD - Hire IT People

Summary of Qualifications
Results-oriented employee with experience in providing support to internal and external clients. Possess strong interpersonal skills leading to timely customer-focused results. Recognized for strengths in operations across multiple departments

Key Strengths

Process Workflow Analysis
Microsoft Office Suite
Policy Management
Outlook
System Configurations
Database Crystal Reporting
Training and Development
Data Analysis

Professional Experience

Confidential– Baltimore, MD 2004-Present
Clinical Systems and Workflow Specialist – 2011 to Present
Act as a Liaison between our Information Technology Department and Corporate Operations. Provide support on multiple Radiology Information Systems (RIS) to provide workflow efficiencies throughout all departments which in turn provides a better experience for internal and external customers

Develop and test new strategies within the RIS systems
Provide workflow and system training to both clerical and technical staff
Maintain and update the RIS systems with any changes and/or updates
Serve as contact person for any RIS related application questions, concerns or issues
Designed employee for any sign offs in regards to RIS upgrades, changes or downtime
Run weekly and monthly reports through internal, external and database programs for all departments
Assisted in the implementation of upgrade phone system software
Responsible for maintaining phone software with location schedules, agent log in numbers and employee phone numbers
Created a “skills based routing priority” technique in the call center to assist in bringing the rate of abandoned calls down to within 1%
Developed process for Medicare patients to increase successful payments
Created and implemented workflow to increase PET volumes by 20% without increasing overhead.
Review and research any denials from billing pending write-offs due to exhausted options. After further research able to re-submit and collect on 20%
Assisted in creating and implementing a daily report for transcription to calculate lines vs. macros for billing purposes
Assist with invoicing for outsourced transcription

Assistant Manager – 2007-2011
Supervised 47 support services employees within 19 direct reports. Act as a subject matter expert in scheduling, registration, film library, and other support functions. Recognized as companies’ Employee of the Year in 2010

Planned, evaluated and implemented new policies, procedures and workflow enhancements
Developed and implemented telecommunications team.
Monitored performance of support staff to ensure all service expectations are met
Identified staffs strengths and assist in their growth and development
Ran daily reports for accuracy of scheduled appointments, as well as compiling daily statistics of call volumes, availability and staffing
Performed payroll functions in Kronos database
Handled Customer Service complaints and issues
Assisted with the implementation team for a multi million dollar radiology information system (RIS) from vendor selection to the training and delivery of workflow within all ARS departments
Using past error trend reports as a guide, successfully built the Radiology Information system (RIS) to bring scheduled appointments error rate down by 90%.
Designed training materials for multiple RIS systems for American Radiology Services (ARS) and The Imaging Institute (TII) of Rhode Island.
Developed and created a centralized scheduling center for The Imaging Institute of Rhode Island
Assisted with implementing a preauthorization assistance program for The Imaging Institute of Rhode Island
Interviewed all Call center staff

Trainer – 2005 to 2007
Provided training and support to all new and existing staff

Developed a training program for all new hires
Created and update training materials
Verified all appointments were scheduled accurately
Developed an ongoing training program for all current employees

Scheduler – 2004 to 2005
Answered incoming calls in a call center environment. Recognized as 2005 employee of the year for department

Answered 90-100 calls per day
Scheduled appointments for patients
Verified insurance authorization requirements and eligibility
Provided customer service to both internal and external customers
Maintained a perfect score on monthly audits

Confidential, Frederick MD 2002-2004
Office Assistant
Customer service and general office functions

Creating service orders
Scanning of returned files
Data entry of all file barcodes in the system accurately
Provided customer service to internal and external customers

Education
Confidential University
Associates Degree- Health Information Technology
Confidential High School
Degree obtained

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Clinical Systems And Workflow Specialist Resume

Baltimore, MD

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