Supporting Users of Healthcare Technology
HELLO!
I’M JILL J. CARSWELL
Applications Analyst with 10+ years experience exceeding customer expectations while implementing, training and supporting their use of Electronic Health Records (EHR).
Recognized SME for all Front Office ambulatory processes (appointments, check-in/registration, authorizations/referrals, payments), and integrated automated appointment reminders (Intrado/Televox).
Goals are met by assessing needs and finding solutions for users at all levels -- especially where innovation and process improvements are key.
Subject Matter Expert for Virtual Visits and Patient Portal
on a foundational understanding of CPT/ICD-10/HCC Coding,
Revenue Cycle Management (RCM),
Health Information Management (HIM),
Electronic Data Interchange (EDI), Privacy, Security,
and Health Information Exchange (HIE)
ABOUT
As an Applications Analyst, I provide solutions to clients using ambulatory EHR applications for continuous process improvements to deliver the best patient care.
I do this by troubleshooting, designing & building system configuration, submitting issues to vendor developers, testing solutions, implementing enhancements, providing user training and clear documentation. As a part of a team my aim is to remove user obstacles, reduce friction in workflows, and optimize processes.
My goal is delighting users at all levels and building strong relationships to ensure the healthcare organization’s goals are exceeded for increasing patient engagement, providing care of the highest quality, and supporting full revenue capture.
Sharing knowledge ensures everyone can do their best work for patients to have exceptional outcomes.
EXPERIENCE
Work History
FREDERICK HEALTH
SENIOR APPLICATIONS ANALYST 2019-PRESENT
(50/50 ON SITE/REMOTE 3/2021 TO PRESENT; 100% REMOTE 3/2020 - 3/2021)
APPLICATIONS ANALYST 2014-2019
SYSTEMS ANALYST 2011-2014
Plan and implement complex IS projects to meet client needs and advance organizational goals with PM/EHR applications
Design and document workflows to enhance patient care, support charge capture, quality and other reporting
Advance new features and functionalities for patient engagement and provider satisfaction
Develop training materials, lead classroom, at-the-elbow and remote support training for providers, clinical and front office users
Deliver excellent customer service and and problem resolution
Configure, build and optimize applications to enhance processes related to registration, revenue cycle, quality measures, compliance, risk management, and patient care
Integrate into multiple teams supporting client initiatives and organizational strategies
Evaluate new functionality, document & address JIRAs, test and retest independently and with client participation
Participate in all segments of SDLC identifying application requirements to product launch and user training
Experience with providers and users in primary care, internal medicine, endocrinology, pediatrics, cardiology, orthopedics, general surgery, urology, gastroenterology, behavioral health, care management, social work, nutrition, dental, and supportive/palliative care
PRIOR PROFESSIONAL EXPERIENCE INCLUDES
PRACTICE MANAGER - DAVID W. KOSSOFF, MD PA 2009-2011 (GASTROENTEROLOGY)
PRACTICE ADMINISTRATOR - FORIS SURGICAL GROUP, LLP (GENERAL, VASCULAR & THORACIC SURGERY)
OFFICE MANAGER - SOLOMON AND LONDON, PA. (OB-GYN)
Managed all aspects of day-to-day operations, implemented technology, policies & procedures, recruited & trained staff in small and large specialty practices
PROJECT SHOWCASE
INNOVATION
Virtual video visit integrated in EHR connecting provider & patient for telehealth services
Patient portal - direct appointment booking, preregistration, new patient onboarding, prerequisite questions, preparing for COVID-19 vaccine scheduling
Initiated use of automated EDI for SMS text messaging for appointment reminders to increase patient engagement and compliance while decreasing appointment no-shows.
Implemented first dietitian workflow with nutrition template customizations to support billing with multiple diagnoses.
Worked with social workers and counselors to develop a BH Patient Plan document to support PCMH goals for behavior health specialists integrated into primary care practices.
API - Activated and tested mobile app for providers to access real-time schedule, patient charts, and secure messaging via mobile devices
![CarswellJill IT 005[1491].jpg](https://static.wixstatic.com/media/4ce159_7a0af73b6ac1400cae04f2ab27b013f4~mv2.jpg/v1/fill/w_479,h_636,al_c,lg_1,q_80,enc_avif,quality_auto/4ce159_7a0af73b6ac1400cae04f2ab27b013f4~mv2.jpg)
CONFIGURATION & DESIGN
Scheduling templates to support provider preference, patient portal, virtual visits and revenue accuracy
Sliding Fee schedule to automate discounts based on percentages of Federal Poverty Level using income and family size for first dental clinic
Care Alerts generated in EHR and submitted to state HIE to improve patient safety upon arrival at a participating hospital
SBIRT (Screening, Brief Intervention, and Referral for Treatment) screening for alcohol and substance use into primary care, urgent care, clinics, and supportive care sites as part of a state effort to reduce related injuries and fatalities
PROJECT MANAGEMENT
Facilitated kick-off meetings and organized workflow sessions for six practices for upgrade projects
Adoption of CCM template set to improve billing and documentation of Chronic Care Management services with testing, user acceptance, and customization
“Big Bang” EPM and EHR project for a 24-provider, multi-site pediatric practice to “go-live” including overseeing data conversion efforts
Expanded picklist options and customized surgery scheduling template for orthopedic surgery practice, covered classroom training sessions for surgeons and their teams in order to facilitate successful application roll out
Prepared specialty PowerPoint & presented to cardiologists for quick adoption to upgrade changes in EHR
TESTING & UPGRADES
Review JIRAs, release notes, and test hundreds of enhancements and fixes, reporting to vendor persistent issues with detailed documentation
Identified critical provider issue (missing saved template sets) in time for a script to be developed before product launch
Document routine workflows for smoke test of all databases
Submit enhancement requests, participate in focus groups and usability teams to improve application for users
Work with data analysts to identify data points and correct fields for automated reporting for ACO, PCMH and other quality needs
MY SKILLS
Experience working remotely with teams and clients from a dedicated home office
Remote communication tools: email, phone, videoconferencing – Zoom, WebEx, join.me, Teams, GoToMeeting
Citrix Thin Client Environment
Microsoft Office – Word, Excel, PowerPoint, Outlook
Ivanti Service Desk – TeamViewer – LANDesk Service Desk Support Tracking – Remote Desktop - Bomgar BeyondTrust Remote Support
StreamTask – Jabber – Akario Backline – Projectmanager.com – Snag-it – QuickBooks
Direct Messaging - Secure Messaging - CCD-A - HIE - ERA Files
MEDITECH Expanse Ambulatory - Virtual Visits - Patient Portal - Automated Reminders - Scheduling - Dictionaries
NextGen EPM, NextGen EHR, NextGen Document Management – Libraries & File Maintenance - SIM Service Items – Claim Edit/Print
Reason Code – Remittance – System Master Files – Sliding Fees – NextGen CPT and ICD Files – NextGen EDI
MEDITECH EXPANSE AMBULATORY
Virtual Visits - Patient Portal - Dictionary Build and Maintenance - Front Office - Scheduling - Authorizations/Referrals Management - Automated Reminders - Direct Messaging - Secure Messaging - CCD-A
If you learn something new every day,
you can teach something new every day.
Martha Stewart
HOW OTHERS DESCRIBE ME
DIRECT MANAGER
"strong project management and team mentoring skills"
"high level of application knowledge and productivity"
"counted on to appropriately prioritize issues including immediately escalating high impact issues"
"performs in a highly organized, constructive manner"
"ability to identify connections between multiple projects/initiatives and to question potential risks and conflicts"
"integral to our high performance team"
"her combination of industry knowledge, work ethic and team orientation make her an incredibly valuable resource and trusted team member"
CHIEF MEDICAL OFFICER
"Jill was a critical and indispensable component of our success"
"Jill is infallibly honest and transparent, as well as skilled and diplomatic"
"she loves her IT work, both for the work itself and because the work is constantly varied and changing - Jill thrives when she has new challenges"
EDUCATION
DIPLOMA, MEDICAL ASSISTANT/MEDICAL SECRETARY PROGRAM
The Medix School
ATTENDED SHEPHERD COLLEGE
Dean's List
DIPLOMA WITH HONORS
South Carroll High School
