Kristen Jacobs

Experience

• 

  IBM

  Sept 2005 - May 2007

  Helpdesk Analyst

  · Successfully resolved over 120 IBM hardware and software incidents using the Tivoli Service.· Troubleshot and resolved user issues with hardware and software including point of sale registers, printers, kiosks, computers, controllers, RF scanners and networks for all United States military commissaries under DeCA’s Commissary Advanced Resale Transaction System.

• 

  DHHS/ASPR/OPEO/NDMS

  May 2007 - Dec 2013

  Project Manager/Trainer

  •Developed NC Electronic Disease Surveillance System (NC EDSS) user manual that was adopted for use throughout the entire state of North Carolina.•Created a scientific method used in the development of the NC EDSS application.•Selected by the Project Management Office (PMO) as the lead Project Manager/Software upgrades evaluator, system performance assessment manager and project risk manager. •Applied agile project management methodology in revising build notes for application upgrades distributed to 100 health departments and 7 regional offices within the state of NC.•Directed Communicable Disease curriculum development and delivery of multi-day classroom offerings to over 300 participants.•Conducted post training assessments- 100% pass rate achieved with 300 learners enrolled. •Vendor Relations Coordinator responsible for zero cost overruns or contract discrepancies.•Conducted workflow analysis on 20 intra-departmental processes and procedures to ensure maximum efficiency is applied in all facets of organizational operations. •Created end-user guides that were critical in providing healthcare providers reference material to assist in their understanding and application of the SQL workflows.•Managed all written communication between the Communicable Disease Branch and more than 600 users in 105 local and state offices. Show less

• 

  Allscripts

  Jan 2014 - Apr 2015

  Project Manager - Meaningful Use

  •Manage over 100 client implementations of Allscripts PM, EHR software, interfaces, conversions and training using project management methodology and software application, meeting the April 2014 deadline. •Serve as primary liaison for exchange and distribution of more than 1300 Meaningful Use related training and informational documents.•Manage client expectations, provide issue escalation pathways for no less than 73 client requests for issue resolution.•Provide written weekly status reports to client and Allscripts Management detailing the progress of the implementation and deliverables, potential problems, open issues and general information.•Maintains industry awareness of current and upcoming regulations in the healthcare industry.•Run assessment on client databases in preparation for interfaces, upgrades etc. •100% rate in the implementation/deployment of Physical Quality Reporting System (PQRS) web based reporting tools for over 70 clients.•Presented with Allscripts coveted 2015 C.L.E.A.R. Award for superior project management customer service as a PQRS mitigation liaison – efforts guided Development Software team in correcting critical software error. Show less

• 

  Avalara

  Apr 2015 - Jan 2016

  Project Manager

  ·Personally managed the successful migration of 35 enterprise clients from legacy platform to current tax-exempt system over 6 month period. ·Collaborated on a daily basis with a multi-faceted project team to support execution of most highly visible executive level project tasks. Lead project status meetings and discussions with the entire team and enterprise customers. ·Gathered and recorded daily project efforts with industry standard recognized PMO technologies to support project status, customer billing, utilization goals and project progression. ·Excelled in guiding the work of technical teams. Articulated project goals and scope, prepared detailed work breakdown structure (WBS) and instilled accountability for achieving project milestones at all team support levels. ·Initiated a comprehensive issue tracking process that improved communication and issue resolution for cross-functional teams and senior management. Show less

• 

  Allscripts

  Jan 2016 - now

  Associate Project Manager

  ·Manage over 100 PQRS client implementations to completion within 3 month deadline. ·Maintain project deliverables by coordinating with the developing team on issue resolution and client escalation resolution. ·Implemented Agile approach to managing projects by consulting with stakeholders on weekly basis to ensure client business requirements remained on track and project target completion timeline met. ·Updated detailed project tracking and communication tool that was pivotal in keeping team apprised of project status. ·Assisted in managing the entire product cycle from beginning to end for EPCS and PQRS implementations. Show less

• 

  Veradigm®

  Jan 2023 - now

  -Coordinated efforts of international 25-member team consisting of high-level professionals, includingtechnical analysts, Implementation consultants, and managers, tasked with guiding migrations andupgrades.-Eliminated discrepancies in progress by reviewing performance, cost and timeline.Investigated, documented and submitted information to Quality Department about special incidents,events and complaints.-Kept stakeholders up to date on details pertaining to client projects.-Fostered relationships with vendors to promote positive working relationships.-Maintain project deliverables by coordinating with the developing team on issue resolution, employeetraining and client escalation resolution.-Oversaw high profile projects for by planning, designing, and scheduling phases.-Partnered with business leaders to deliver services that support company objectives and consistent withcorporate values.-Interacted with clients on regular basis to quickly alleviate issues and provide project updates.-Improved efficiency by developing process, best practices, and documentation. Enhanced transparencyby developing weekly reporting of deliverables versus monthly goals, units, and revenue and createdspecific data reports. Show less

  • Senior Client Success Manager

    Apr 2024 - now

  • Associate Project Manager

    Jan 2023 - Apr 2024