Favorite Quote
“The only way to do great work is to love what you do. If you haven’t found it yet, keep looking. Don’t settle.”
- Steve Jobs -
Optum Care
Training Project and Programs
Optum Virtual Care
In the spring of 2021, Optum Health announced the formation of a new telehealth service entitled Optum Virtual Care. In August of the same year, I joined a specialized group of trainers assigned to support this new venture.
My team had four objectives:
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Create and deliver a customized training strategy for each of the following care delivery platforms within OVC, ambulatory care, behavioral health, and account services.
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Develop system workflows, job aids and other support tools for all applicable roles within the OVC care delivery process.
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Support the integration and implementation of the Epic EMR software.
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Work with the Optum Virtual Care Leadership team to create a long-term training strategy that would support the future growth of this platform.
In January 2022, my team successfully completed all assigned objectives including the implementation of a long-term training strategy that I solely support to this day.
Below are examples of my contributions to this program.
Epic Credentials
To better support the integration and implementation of the Epic EMR software, I obtained credentialing in the disciplines displayed below. Once obtained, I supported classroom training, assisted in go-live implementation, and provided elbow support for all participating providers.
Epic Sessions: The Rooming Process
After reviewing analytical data and other performance indicators, it was determined that there were noticeable deficiencies within the intake process causing significant delays in patient care. To address this issue, I created a remediation strategy that included a five-part video tutorial series that demonstrated each step of the Epic Rooming process. Upon completion of this training, Epic Signal data showed a notable decrease in patient wait time and a marked improvement in NPS patient satisfaction scoring.
Epic Quick Tips
The Epic Quick Tip Video Series was a micro training designed to help improve provider notation while decreasing after hours documentation time. Over the months since its debut, the series has expanded its focus to support changes to clinical workflows, process improvements and Epic system updates. Below is an example of this tutorial series.
