Diane Rampersaud
Atlanta,MI
Summary
First-rate Epic Implementation support with multiple years of experience offering outstanding support to end users of various levels. Exceptional skills and knowledge in customer support and subject matter expert on EPIC. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Comfortable training independently during implementations, projects, including desktop support. Adept at workflow processes and medical terminologies. Strong communication, problem solving and process improvement skills.
Overview
12
12
years of professional experience
Work History
Epic Cadence ATE Support Consultant
Common Spirit Health
10.2022 - 10.2022
- Assisted front office with DAR set-up
- Helped end users with Registration and RTE Verifications
- Demonstrated check-in and check-out processes
- View schedules and appointments
- Payment posting and collections
EPIC Radiant Go-Live Consultant
Trinity Health - St. Joseph Mercy Hospital
09.2022 - 10.2022
- Supported Physicians and Clinicians in Cath Lab creating orders and order sets, notes, medication reconciliation and putting in charges
- Supported end users to create new cases in the office and documentation during a code
- Provided support with documenting on the flowsheet, MAR, education, and care plan
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
- Assisted providers with dragon- how to transfer text, step by step command and configuring of the buttons
- Assisted end users on how to sign in on the track board, sign in, assign patients, document on the ED navigator and how to discharge patients
- EPIC EHR Support, Configured hardware, devices, and software to set up workstations for employees
Epic Go-Live Consultant
RWJBarnabas Health
10.2023 - 11.2023
- Researched and identified solutions to technical problems.
- Appointment conversion during Pre Go Live.
- Monitored system performance to identify potential issues.
- Assisted Radiology and CT departments with DAR set-up.
- Demonstrated how to start and end exams.
- Demonstrated Epic features.
- Assisted with Orders, Documentation, and Scheduling.
- Adhered to organization workflow.
EPIC Radiant Go-Live Consultant
UNC Appalachian Regional
09.2023 - 10.2023
- Monitored system performance to identify potential issues.
- Assisted technicians with schedule set-up.
- Demonstrated how to Start and End a test.
- Documentation and Entering orders.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Provided ATE support during Cath cases and assisted documentation.
- Adhered to organization workflow.
Epic Cadence ATE Support Consultant
Advocate Aurora Health
07.2023 - 08.2023
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Monitored system performance to identify potential issues.
- Assisted front office with DAR set-up.
- Helped end users with Registration and RTE Verifications.
- Assisted with troubling shooting RTE issues.
- Demonstrated check-in and check-out processes.
- View schedules and appointments.
- Payment posting and collections.
EPIC Radiant Go-Live Consultant
Christus Health
06.2023 - 07.2023
- Supported Physicians and Clinicians in Cath Lab creating orders and order sets, notes, medication reconciliation and entering charges.
- Supported end users to create new cases in the office and documentation during a code.
- Provided support with documenting on the flowsheet, MAR, education, and care plan.
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit.
- Assisted providers with dragon- how to transfer text, step by step command and configuring of the buttons.
- Assisted end users on how to sign in on the track board, sign in, assign patients, document on the ED navigator and how to discharge patients.
- Configured hardware, devices, and software to setup workstations for employees.
Epic Cadence ATE Support Consultant
Allegheny Health Network
06.2023 - 06.2023
- Offered assistance in implementing and developing training programs.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Provided ATE support to all end-users within designated hospital department.
Epic Ambulatory & Cadence Go Live Consultant
Boston Medical Center
05.2023 - 05.2023
- Created user accounts and assigned permissions.
- Generated reports to track performance and analyze trends.
- Offered assistance in implementing and developing training programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Provided ATE support for multi-special hospital during Epic upgrade.
Epic Ambulatory Go Live Consultant
Chicago Consulting Physicians
03.2023 - 04.2023
- Identified and documented software issues
- Set-up end user's DAR's
- Assisted with Orders, Documentation and Scheduling
- In-Basket and Multi-functional Scanning/Faxing
- Assisted clinical and front office staff
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
- Adhered to organization workflow
EPIC Radiant Go-Live Consultant
McLeod Hospital
11.2022 - 12.2022
- Monitored system performance to identify potential issues.
- Assisted technicians with schedule set-up
- Demonstrated how to Start and End a test
- Documentation and Entering orders
- Adhered to organization workflow
Epic Cadence ATE Support Consultant
Boston Medical Center, Boston
11.2022 - 11.2022
- Provided ATE support for multi-special hospital during Epic Upgrade.
- Demonstrated new functions with In-Basket.
- Secure Chat.
- Scheduling and Registration.
Ambulatory/Inpatient Epic Consultant
UCSF Health
08.2022 - 09.2022
- Monitored system performance to identify potential issues.
- Responded to end users inquiries and provided technical assistance over phone and in person.
- Provided support with documenting on the flowsheet, MAR, education, and care plan
- Assisted Social Workers with Group Therapy documentations and treatment plans
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
EPIC Radiant Go-Live Consultant
UNC Health Care
07.2022 - 07.2022
- Supported Physicians and Clinicians in Radiology Department creating orders and order sets, notes, medication reconciliation and putting in charges
- Provided support with documenting on the flowsheet, MAR, education, and care plan
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
- Assisted providers with dragon- how to transfer text, step by step command and configuring of the buttons
- Responded to customer inquiries and provided technical assistance over phone and in person.
Epic Go-Live Consultant
University Health Network
06.2022 - 06.2022
- Diagnosed and troubleshot hardware, software and network issues
- Responded to customer inquiries and provided technical assistance over the phone
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Researched and identified solutions to technical problems
- Created tickets for escalation via Service Now
Epic Ambulatory Go Live Consultant
Atrium Health
03.2022 - 04.2022
- Identified and documented software issues
- Set-up end user's DAR
- Assisted with Orders, Documentation and Scheduling
- In-Basket and Multi-functional Scanning/Faxing
- Assisted clinical and front office staff
- Assisted providers with notes, orders, smart phrases, how to use the plan activity, and wrap up a visit
- Assisted office manager with configuring and generating reports
- Provided clinical and non-clinical staff step by step instructions to populate department workqueue
- Adhered to organization workflow
Invasive Surgery Scheduler
Piedmont Hospital
07.2020 - 03.2022
- Verified insurance coverage and obtained pre-authorizations.
- Educated patients about surgeries and provided treatment plan documentation.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Coordinated with facilities to set up surgeries for multiple surgeons and specialties.
- Documented and logged all surgical cases posted in Connect Force
- Expert on Jabber System and Agenta Snap
- Answered heavy phones
Procedure Coordinator
Piedmont Newnan Hospital
04.2017 - 07.2020
- Managed provider itinerary and appointments and streamlined scheduling procedures.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Trained team members on EPIC Software upgrades.
- Created and Conducted training presentations for modules.
- Oversaw appointment scheduling and itinerary coordination for both providers and patients.
- Ordered medical and office supplies.
- Created business cards, flyers and other promotional materials.
Centralized Scheduler
Piedmont Heart Institute
02.2014 - 04.2017
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Answered phone calls and messages for multiple surgeons in medical facility, scheduling appointments, and handling patient inquiries
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols
- Developed and implemented efficient scheduling systems to maintain organized medical appointment schedules
- Managed patient flow and triage calls to prioritize patient needs and put efficient use of clinic resources
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization
- Maintained accurate patient records for proper tracking of patient history and treatment
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues
- Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment
- Coordinated with other departments to facilitate seamless operation and excellent patient care
- Monitored patient wait times, providing updates to achieve optimal patient satisfaction
- Managed office logistics by scheduling appointments, maintaining files and collecting payments
- Greeted visitors and initiated triage processes for clients to streamline patient flow
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
- Placed new supply orders, managed inventory and restocked clerical spaces
- Assisted with medical coding and billing tasks
- Registered and verified patient records before triage with most up-to-date information
- Received and routed laboratory results to correct clinical staff members
- Performed various administrative tasks by filing, copying and faxing documents
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts
- Prepared and processed patient referrals and transfer requests
Patient Access Specialist & Epic Super-User
Piedmont Heart
03.2012 - 02.2014
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Performed patient pre-admission, admission, transfer and discharge activities
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
- Providing excellent customer service by promptly answering patient inquiries.
- Responsible for delivering end-user training for current employees and new hires.
- Assisted department heads in meetings with end users to identify and analyze technology training needs.
- Epic Go Live support for offices within healthcare system.
- Successfully maintained level of expertise in Epic.
Education
Technical Diploma - Billing And Coding & Healthcare Administration
Sanford Brown College
Atlanta, GA04.2010
Skills
- Customer service expert
- EPIC Application support
- EPIC Desktop support
- Technical documents comprehension
- Health Information Management
- Written Communication
- Technical Documentation
- Interpersonal Communication
- Problem-Solving and Troubleshooting
- Organization and Time Management
- User Training
- Online Chat Support
- Service Schedule Coordination
- Administrative Support
- Medical Terminology/Anatomy
- ICD-10 &12 and CPT Coding
- Connect Force and Agenta Snap Knowledge
Timeline
Epic Go-Live Consultant
RWJBarnabas Health
10.2023 - 11.2023
EPIC Radiant Go-Live Consultant
UNC Appalachian Regional
09.2023 - 10.2023
Epic Cadence ATE Support Consultant
Advocate Aurora Health
07.2023 - 08.2023
EPIC Radiant Go-Live Consultant
Christus Health
06.2023 - 07.2023
Epic Cadence ATE Support Consultant
Allegheny Health Network
06.2023 - 06.2023
Epic Ambulatory & Cadence Go Live Consultant
Boston Medical Center
05.2023 - 05.2023
Epic Ambulatory Go Live Consultant
Chicago Consulting Physicians
03.2023 - 04.2023
EPIC Radiant Go-Live Consultant
McLeod Hospital
11.2022 - 12.2022
Epic Cadence ATE Support Consultant
Boston Medical Center, Boston
11.2022 - 11.2022
Epic Cadence ATE Support Consultant
Common Spirit Health
10.2022 - 10.2022
EPIC Radiant Go-Live Consultant
Trinity Health - St. Joseph Mercy Hospital
09.2022 - 10.2022
Ambulatory/Inpatient Epic Consultant
UCSF Health
08.2022 - 09.2022
EPIC Radiant Go-Live Consultant
UNC Health Care
07.2022 - 07.2022
Epic Go-Live Consultant
University Health Network
06.2022 - 06.2022
Epic Ambulatory Go Live Consultant
Atrium Health
03.2022 - 04.2022
Invasive Surgery Scheduler
Piedmont Hospital
07.2020 - 03.2022
Procedure Coordinator
Piedmont Newnan Hospital
04.2017 - 07.2020
Centralized Scheduler
Piedmont Heart Institute
02.2014 - 04.2017
Patient Access Specialist & Epic Super-User
Piedmont Heart
03.2012 - 02.2014
Technical Diploma - Billing And Coding & Healthcare Administration
Sanford Brown College
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