Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Versatile Patient Access Specialist well-versed in assisting clinical staff users with diverse computer system, mobile device and peripheral equipment problems. Collaborates with clinic management to analyze key metrics and reports that measure patient access to clinics. Provides solutions to schedule requests while maintaining accessibility to patients. Effectively able to operate alone to analyze, collaborate, troubleshoot and fix concerns. Dependable, self motivated and enjoys working with others .

  • Customer Service
  • Interpersonal
  • Problem Solving
  • Active Listening
  • Time Management
  • Great Communicator
  • Responsible
  • Dependable
  • Technical Analysis
Work History
Patient Access Specialist, 09/2018 to Current
Gundersen Health SystemHolmen, WI,
  • Devised solutions to operations issues related to provider/resource schedules in EPIC, working closely via phone, email, live chat and web teleconference.
  • Develop, test, implement, support, and maintain clinician templates in various clinics to meet operational and technical requirements
  • Obtain in-depth knowledge of the cadence module functionality and utilize knowledge of operational workflows along with cadence capabilities to create solutions best for patient access.
  • Perform in-depth analysis of workflows, clinic staffing, data collection, report details relating to measuring access to clinics
  • Prioritize, coordinate, and implement optimizations to clinician schedules ; reviews and tests each new change; troubleshoots problems and questions from end users
  • Troubleshoot scheduling errors, questions and concerns; able to escalate issue through Service Now ticket system.
  • Develop Tip Sheets for distribution to end users
  • Able to communicate and demonstrate solutions or suggestions to end users
Field Service Technician II, 03/2015 to Current
Hill-RomDallas, TX,
  • Installed new software and computer equipment and explained operation and routine maintenance protocols to customers
  • Reviewed technical documentation to perform accurate repairs on diverse equipment including computers of different models, printers, ultrasound machines, OCT/Visual Field/Topography and other biomed equipment
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Collaborated with vendors to locate replacement components and resolve advanced problems
  • Helped streamline repair processes and update procedures for support action consistency
  • Engaged end users and answered questions via email, phone, website live chat and in forums
  • Provided solutions to operations issues for users of Epic and Windows, working closely via phone, email, live chat and web teleconference with end users
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base
  • Patched software and installed new versions to eliminate security problems and protect data
  • Established and maintained relationships with clinical staff and managers to understand workflow issues
  • Used diagnostic tools to identify hardware failures and replace non-functional components
  • Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff
  • Answered calls and emails at company’s help desk, assisting employees and customers with troubleshooting computer issues
  • Configured hardware, devices and software to set up work stations for employees
  • Linked computers to network and peripheral equipment, including printers and scanners
Service Desk Analyst, 06/2011 to 03/2015
Good Shepherd HospiceKansas, IL,
  • Broke down and evaluated user problems using test scripts, personal expertise and probing questions
  • Provided on-call support for critical IT issues related to computers and various software such as windows, ms office
  • Used Footprints ticketing system to manage and process support actions and requests
  • Patched software and installed new versions to eliminate security problems and protect data
  • Managed high levels of call flow and responded to technical support needs of customers
  • Helped streamline repair processes and update procedures for support action consistency
  • Conducted in-depth product and issue resolution research to address customer concerns
  • Troubleshoot questions related to MS Office, Windows operating systems, Mac OS, Iphones, language lines, Active Directory, Printers, Networking
Tech Support Customer Service Representative, 07/2008 to 06/2011
Suddenlink CommunicationsCity, STATE,
  • Worked with cable video and internet customers to understand problems they were experiencing and provide exceptional customer service
  • Maintained accurate and current customer account data with manual forms processing and digital information updates
  • Communicated accurate information about promotions, customer programs and products, providing exceptional customer service and driving retention
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Investigated and resolved customer inquiries and complaints quickly
  • Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Performed data entry with ICOMS software to record call notes, suggestions and questions
High School Diploma: , Expected in 05/2004
Robert E Lee High School - Tyler, TX
: Sociology, Expected in
Tyler Junior College - Tyler, TX,
: Sociology, Expected in
Texas Tech University - Lubbock, TX
  • Develop tip sheets that were incorporated into EPIC training courses for new employees
  • Collaborated with cadence analysts, clinic leadership and clinicians to build 130 EPIC schedule templates
  • Worked with vendor and clinic staff to install new computers and xray equipment on a new mammography bus. Required meeting a very tight deadline while having no documentation to refer to for installing and configuring equipment to meet the workflow of clinic staff
  • Helped establish a workflow for connecting all Zeiss capture devices for Deheaven clinics in east texas to comply with IT security, storage and workflow for exporting patient exams into connectcare
  • Established a workaround for accessing file shares of data on different networks within the same organization so employee would not need two computers that would connect to each network
  • Received over 40 recognition moments from clinic mangers and nursing staff

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School Attended

  • Robert E Lee High School
  • Tyler Junior College
  • Texas Tech University

Job Titles Held:

  • Patient Access Specialist
  • Field Service Technician II
  • Service Desk Analyst
  • Tech Support Customer Service Representative


  • High School Diploma
  • Some College (No Degree)
  • Some College (No Degree)

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