Carmen White, MHA

Omaha, NE

carmen.white35@gmail.com

linkedin.com/in/carmen-w-5169b04

PROFESSIONAL EXPERIENCE

HEALTHCARE CONSULTANT- Contractor ??? Remote/ Omaha, NE 6/2021 - Present

?? Provided support for production and test environments of the EHR application, including troubleshooting, analysis, and root cause identification.

?? Developed, executed, and documented test results for new and existing software deployments and modifications, including coordinating user acceptance testing.

?? Assisted with application upgrades, patches, fixes, quality assurance, vendor management, and enhancements.

?? Interacted with stakeholders to gather and organize functional business requirements for new software solutions.

?? Project site coordinator for DoD Oracle/Cerner training coordination and facilitated for multiple air force bases.

?? Coordinated and managed the alignment of curriculum/training to end users.

?? Managed communication, change management integration, and learning engagement site reporting.

?? Developed performance improvement plans and quality initiatives to improve quality and compliance.

?? Collaborated with SMEs, Providers, Clinical Staff, and project managers to develop workflows for multiple clinics.

CLINICAL QUALITY PROGRAM ADMINISTRATOR ??? Contractor ???Elevance Health ??? Omaha, NE 3/2023 ??? 12/2023

?? Established provider relationships for supplemental data and EMR retrieval to be proactive in HEDIS efforts.

?? Maintained compliance documentation of QI (Quality Improvement) programs to meet regulatory and accreditation requirements.

?? Performed quality improvement measures to comply with annual HEDIS data collection and analysis, preparing recommendations to increase rates as appropriate.

?? Verified and obtained missing information to assess claims, identified problems, and analyzed to implement solutions for best practices.

?? Analyzed data and reports to determine areas of coding documentation improvement and capture supplemental data within the electronic health record for physician and clinical staff training.

?? Review medical records to ensure that diagnoses are reported by CMS and ICD coding documentation guidelines.

?? Ensured compliance with state and regulatory requirements for HEDIS data retrieval. Reviewed and updated quality assurance policy and procedures to improve processes.

SSA BUSINESS ANALYST- Contractor ??? Leidos??? Durham, NC 2/2020 - 4/2021

SSA BUSINESS ANALYST- Sub Contractor ??? Tech Perm - Durham, NC 2/2019-2/2020

?? Streamlined Electronics Records Express (ERE) system for Social Security Disability.

?? Explained technical ideas and solutions to non-technical users at a high level to explain processes, issues, and solutions of ERE software projects.

?? Registered stakeholders in the ERE system. I have routinely exceeded the goal each quarter by 50%.

?? Captured and recorded user login information, and managed user identities, and access privileges.

?? Created reports for productivity across all lines of business. Drove critical decision-making processes with senior leadership.

?? Drafted weekly reports and published accomplishments in a newsletter distributed to all regional disability offices.

?? Efficient in Microsoft applications, including Word, Excel, PowerPoint, and Outlook.

?? Conducted trend analysis of business processes of the ERE system and identified any problem areas.

?? Established and maintained relationships with stakeholders using the Social Security Administration's secure web portal to upload medical evidence for disability benefits for individuals.

?? Evaluated processes to determine if they meet established goals and objectives; analyzed internal processes and recommended changes to improve policy processes.

?? Served as the SME for Social Security Administration on Electronic Records Express (ERE), training, troubleshooting, support, and follow-up to ensure efficiency.

HIM MANAGER ??? Charles Drew Health Care Inc. ??? Omaha, NE 1/2016 ??? 1/2019

?? Executed, monitored, and audited monthly medical records reports. Resolved emerging issues and mitigated potential risks to the HIM systems and documentation.

?? Served as the System Administrator and SME of Nextgen for Clinical and Practice Management software.

?? Implemented system improvements to increase productivity and revenue. Identified gaps in performance, and documentation, and provided education to end users.

?? Regression and manual testing to ensure software meets established quality standards. Tracked errors, verified fixes, and changed management, policy, and procedures.

?? Created role-based access, security, password management, single sign-on, active directory, and authentication.

?? Onboarded all new employees, providers, and retrained existing employees on best practices in the electronic medical record system. Managed super users and conducted all end-user training.

?? Worked with managed care companies to retrieve all required HEDIS documentation for clinical quality measures. Assisted health navigators in calling and scheduling underserved clients in the community for preventative services.

?? Assisted patient financial services manager with billing, and insurance verification, and educated providers on E&M coding in the electronic health record.

?? Worked with multiple committees to assist the underserved community with healthcare, resources for housing, medical insurance, access to medical records, and referrals for services to improve the quality of living.

?? Trained providers on computerized physician order entry system (CPOE), decision support, meaningful use documentation, and patient safety measures within the electronic medical record.

?? Trained and obtained access for providers to PDMA (prescription drug monitoring program) through the Health Information Exchange (HIE) platform.

?? Developed, updated, reviewed, and implemented department policy and procedures.

?? Created and maintained partnerships in the community to address social determinants of health and connect individuals to healthcare and insurance services.

?? Supervised HIM department and multiple HIM locations. Managed staff scheduling, payroll, performance, coaching, discipline, corrective action, and completed performance reviews.

HEALTH INFORMATICS ANALYST??? Immanuel Communities ??? Omaha, NE 3/2013 ??? 1/2016

?? Trained clinical staff and physicians on the optimal and meaningful usage and data/information transferred into the EMR.

?? Drafted and published Visio workflows that defined roles and responsibilities in EMR throughout the organization.

?? System Administrator of Mediture (PACE EMR software) and AOD (Answers on Demand) for assisted living communities and PACE centers.

?? Implemented and Supported 6 assisted living communities on AOD (Answers on Demand), 2 long-term care facilities on Point Click Care, and 3 PACE adult day cares on Mediture Truchart.

?? Developed test cases and test plans, executed test scripts manually and automated to report deficiencies.

?? Manual and automated regression testing of software in the test environment before moving to the production environment.

?? Developed product knowledge and provided support for Mediture TruChart mobile homecare charting software.

?? Provided technical support to end users and conducted software backups for homecare mobile applications.

?? Developed dashboards to provide informational and statistical reporting to track progress.

?? Addressed all JIRA's and test scripts with vendors to ensure the quality and functionality of the software.

?? Managed medication administration project, implemented, supported, optimized, and monitored the performance of the software.

NEXTGEN CLINICAL INFORMATICS SPECIALIST ??? Alegent-Creighton Health ??? Omaha, NE 12/2011 ??? 3/2013

?? Served as an SME for patient access and pre-op surgery registration. Supported and updated practice management systems and EHR clinical software.

?? Served as an SME to end-users for multiple software implementations pre and post-go lives. Conducted multiple post-go live optimizations for quality assurance.

?? Implemented, and supported outpatient surgery scheduling and front desk patient access.

?? Developed, tracked, tested, and maintained quality assurance and functionality of software systems.

?? Worked with clinicians, subject matter experts (SME), and consultants to collect data on current state processes and workflow analysis.

?? Maintained relationships with providers, clinical staff, and administrators??? pre and post-implementations.

?? Project lead in training providers and clinical staff on all electronic medical records functionality.

?? Developed training materials, Visio workflows, and maintained user privileges and security.

CNA/HOME HEALTH AIDE/ON-CALL CSR- Interim Healthcare ??? Omaha, NE 7/1999-1/2012

?? Provided direct patient care and medication assistance for clients in their homes.

?? Maintained relationships and organized schedules of over two hundred clients and home health workers in EMR scheduling database.

?? Answered and received homecare calls for scheduling and new homecare assessments.

?? Trained new CSR staff on scheduling software and home care aide schedules.

EDUCATION

Master of Science - Healthcare Administration, Bellevue University ??? Bellevue, Nebraska

Bachelor of Science - Healthcare Management, Bellevue University ??? Bellevue, Nebraska

Public Trust Security Clearance ??? 2019 - 2022

SKILLS/CERTIFICATIONS/PROFESSIONAL MEMBERSHIPS

CAPM - Certified Associate Project Manager (expected 2024)

Six Sigma Yellow Belt- October 2023

Google Data Analytics Professional Certificate??? October 2023

E/M Coding, Documentation, and SDoH Certificate- AHIC (American Institute of Healthcare Compliance) April 2023

AIHC (American Institute of Healthcare Compliance) ??? Member, PMI (Project Management Institute) ??? Member

Software- Nextgen, Meditech, Cerner, EPIC, ERE (Electronic Record Express), AOD (Answers on Demand), Mediture, Okta Verify, Duo Mobile, Google Docs, Microsoft Office, SharePoint, Pharm America EzMar (medication pass EMR), Confluence, Soarian Clinicals, Centricity Surgery Scheduling, Unanet (timesheet/expense reporting), Concur (traveling/expense reporting)