Kareen Tchaptchet

Experience

• 

  InComm Payments

  Dec 2013 - Nov 2016

  French Customer Service Specialist at Incomm (Prepaid & Gift Card Services)

  Delivered exceptional customer service in French to clients across the US and Canada, specializing in prepaid card services and gift cards.Managed the entire prepaid card lifecycle, including activation, registration, balance inquiries, deactivation/reactivation, and information updates for verification.Provided comprehensive guidance on card usage processes and supported direct deposit setup.Facilitated prepaid card loading via purchased top-up cards.Acted as a first line of defense, identifying and explaining card usage issues to customers or resolving them directly.Proactively contacted merchants to investigate payment issues and ensure seamless transactions.Sharpened fraud detection skills by identifying trends and keeping clients informed about ongoing fraudulent activities.Contributed to a culture of innovation by brainstorming and testing new fraud prevention strategies aligned with regulatory standards. Show less

• 

  Option Care Health

  Nov 2016 - Nov 2018

  Traveling Nurse scheduler

  Executive Support:Manage schedules, calendars, meetings, travel, and communications for multiple nurses and nurse executives.Draft and dispatch correspondence.Plan and prepare meeting logistics, agendas, and materials.Assist in preparing reports and presentations.Project Management:Serve as primary point of contact (POC) on various change initiatives.Facilitate project communications and ensure timely deadlines through scheduling and coordinating internal and external planning meetings.Monitor and track the progress of traveling nurses using EPIC software.Patient Data Management:Log, analyze, and report updated Medicare and Medicaid data for each patient using MS Excel spreadsheets.Schedule new admits and recurring patient visits within the CAREVIZ nurse notes system. Show less

• 

  The HCI Group

  Dec 2017 - Sept 2022

  Go-Live EMR consultant

  *HCI Wave One at Mayo Clinic (Inpatient ER)**Provided support in the Emergency Room, assisting inpatient care teams during critical situations.Ensured seamless use of Epic for inpatient orders, documentation, and diagnoses in real-time.*Collaborated with healthcare professionals to improve clinical workflows and reduce technology disruptions.*Delivered support for Epic modules to streamline ER processes and enhance overall efficiency.___________________________________________________________________________________*Epic Credentialed Trainer – ER Department (ASAP Module) | Barnes-Jewish Hospital, Missouri*As an Epic Credentialed Trainer, I specialized in training hospital employees in the use of the Epic healthcare record system, specifically the ASAP module for the ER department. My responsibilities included:*Curriculum Development: Designed and developed customized training materials and curriculum tailored to the needs of the ER department, ensuring that all hospital staff received relevant and effective training.*End-User Training Delivery: Delivered comprehensive, hands-on training to hospital employees, helping them effectively utilize the Epic system to improve patient care and departmental efficiency.*Technical Support: Provided technical assistance and guidance to hospital staff, troubleshooting issues and ensuring seamless use of Epic during training sessions.*Collaboration with Clinical Teams: Worked closely with ER staff to identify areas for improvement, aligning training with real-world clinical workflows to ensure practical application of the Epic system.*Ongoing Support and Mentorship: Offered continued support post-training, ensuring staff were comfortable using the Epic system and addressing any questions or challenges they faced.*By developing and delivering impactful training, I helped ensure a smooth adoption of Epic for the ER department, enhancing efficiency and improving patient care. have worked on numerous projects Show less

• 

  Cricket Wireless

  Jun 2020 - Sept 2022

  Remote Retail Operation Support Analyst Specialist at Cricket Wireless is a subsidiary of AT&T

  Provided technical and process expertise to sales representatives via phone and chat, ensuring efficient customer service for porting requests between service providers.Supported hardware devices including PCs and Ingenico systems.Managed Software-as-a-Service (SaaS) applications for user provisioning, access control, and timekeeping for sales staff.Contributed to accurate sales reporting and credit allocation for phone/service sales through Point-of-Sale (POS) systems.

• 

  Liberty Mutual Insurance

  Oct 2022 - Dec 2023

  Technical Support Specialist at Liberty Mutual

  Provided remote technical support to Liberty Mutual end-users via phone and chat, ensuring seamless access to essential applications and tools.Troubleshooted application access issues for new hires and engineers, enabling them to utilize critical software for their roles.Reset Virtual Private Networks (VPNs) for secure remote access.Managed Multi-Factor Authentication (MFA) resets for agents, granting access to Liberty Hub, a vital SaaS platform.Assisted agents with password resets, ensuring secure login capabilities. Show less

• 

  BioLife Plasma Services

  Feb 2023 - Oct 2024

  Plasma Donor Screener & Phlebotomist at Takeda BioLife Plasma Donation Center

  At BioLife Plasma Donation Center, I had the privilege of meeting and motivating donors who contribute to life-changing medicines through high-quality plasma collection. My role required a strong commitment to customer service and quality. I reported to the Plasma Center Manager and performed as a plasma donor screener, also conducting phlebotomy to support plasma center operations. · Answered phones, greeted donors, and focused on ensuring the safety of both donors and team members. · Screened new and repeat donors, recorded vital signs, and conducted finger stick tests. · Utilized the Donor Information System to prepare donor charts, maintain accurate records, and coordinate donor compensation. · Identified operational opportunities for continuous improvement and initiated changes to center processes using approved procedures. · Worked various shifts, including Saturdays, Sundays, and holidays, to support our donors' needs.At Biolife, I felt proud knowing that my work contributed to improving the lives of patients with rare diseases. I supported our donors while being part of a team that offered a purpose-driven environment, career growth opportunities, and a comprehensive benefits program, including retirement benefits, medical/dental, family leave, disability insurance, and more. Show less

• 

  Experis

  Sept 2024 - now

  GO LIVE EPIC ATE SUPPORT

  Epic Systems Expertise:Experienced in optimizing Epic software to enhance functionality, improve user experience, and deliver better patient care. Adept in customizing healthcare staff modules to streamline workflows based on role-specific needs, resulting in increased operational efficiency and enhanced clinical performance.*La Bonheur in Memphis, TN (Outpatient Urgent Care)**Supported the check-in process and triage nurses in an outpatient urgent care setting.Assisted nurses and providers with placing orders and diagnosing patients within the ASAP module in Epic.*Collaborated with providers and NPs in documentation of clinical notes, ensuring thorough and accurate records.*Facilitated the registration process, including check-in and patient registration, ensuring smooth patient flow.*Supported hardware operations by managing labeling systems for patient arm and specimen labels.*Customized and optimized Epic health staff modules for improved workflows, enhancing both efficiency and communication.*Memorial Sloan Kettering, Long Island, NYC**Assisted NP's and providers in placing orders, connecting diagnoses, and creating/adjusting treatment plans.*Supported scheduling of labs, chemotherapy, appointments, and telehealth consultations to ensure smooth operations.*Provided expertise in managing InBasket messages, message pools, and patient communications, streamlining administrative tasks.*Enabled effective communication and coordination between providers, NPs, nurses, and support staff, ensuring high-quality patient care.Real-Time Support for Inpatient and Outpatient Care: Proven ability to provide immediate, on-site assistance during critical moments, ensuring clinical teams can deliver uninterrupted patient care.Operational Efficiency Improvement: Consistently identify and implement strategies to streamline processes, improving productivity and reducing administrative burdens.Epic Systems Implementation & Support Specialist. Show less