Sandra Hernandez
Epic Credentialed Trainer
Grand Terrace,CA
Summary
Current Epic Credentialed Trainer at SAC Health with hands‑on experience in Epic training, workflow analysis, system implementation, and user access coordination. Skilled in designing curriculum, delivering role‑based training, supporting projects and module go‑lives, and creating clear tip sheets and instructional videos under tight deadlines. Accomplished at connecting end-users with technical support teams to ensure workflows are accurate, processes run efficiently, and new implementation is adopted successfully across the organization.
Overview
11
11
years of professional experience
Work History
Epic Credentialed Trainer
SAC Health
San Bernardino, CA
06.2024 - Current
- Deliver training sessions for new hires and department‑specific workflows, including new feature and workflow implementations.
- Contribute significantly to the Wisdom and Behavioral Health module implementations by analyzing workflows, delivering training, and supporting issue resolution during go‑lives.
- Utilize the Autotask ticketing system to document, track, and manage ticket progress.
- Partner with hiring managers and HR to gather role‑specific information and coordinate onboarding training aligned with role templates.
- Develop and maintain the training calendar and training log to streamline scheduling and tracking.
- Collaborate with stakeholders to create training resources, including tip sheets, instructional videos, and webinars.
- Provide go‑live support for system upgrades and other project events by identifying, resolving, or escalating issues, and creating urgent last‑minute tip sheets to support end‑users during critical project phases.
- Conduct workflow discovery and design role‑specific curriculum, including specialized training for SAC Dental departments.
- Lead training sessions and coordinate logistics for Loma Linda’s School of Dentistry, supporting 130 students and faculty. Collaborated with dental leadership to ensure a smooth go‑live experience by assisting with issue resolution and aligning student–faculty workflows.
EHR Learning Coordinator
SAC Health
San Bernardino, CA
07.2022 - 07.2024
- Delivered training for new hires on EHR workflows and supporting applications, ensuring smooth onboarding and system proficiency.
- Facilitated training on new functionalities and conducted refresher sessions to reinforce best practices and optimize end‑user performance.
- Provided project coordination support for EHR‑related initiatives, including training development, scheduling, and stakeholder communication.
- Supported go‑live events, system upgrades, and new module deployments through issue identification, escalation, and end‑user assistance.
- Managed and tracked training activities within the LMS, including course creation, maintenance, and documentation.
- Created tip sheets for new functionalities and quality improvement initiatives to enhance staff efficiency and compliance.
- Ensured all training materials—including courses, guides, and reference documents—remained current, accurate, and easily accessible.
- Contributed to the Wisdom module implementation by supporting workflow reviews, training development, and go‑live activities.
- Supported development of curriculum and lesson plans for dental roles by observing workflows, identifying training gaps, and retraining staff as needed.
- Documented detailed ticket updates in ServiceNow and Autotask to maintain visibility across support teams and leadership.
- Conducted workflow analysis by shadowing staff, capturing findings, and presenting recommendations to determine appropriate access templates.
- Managed user‑access tickets in ServiceNow, including account creation, deactivation, and template updates.
- Submitted break/fix incident tickets and coordinated small‑scale project tasks within ServiceNow.
- Processed provider‑schedule linking requests and coordinated Epic account changes through ServiceNow to ensure accurate system access and scheduling alignment.
Medical Assistant
SAC Health
San Bernardino, CA
11.2016 - 07.2022
- Collected patient medical information in person, over the phone, and via video visits to support accurate assessment and documentation.
- Performed and documented vital signs and point‑of‑care tests.
- Administered vaccines to infants, adolescents, and adults, following verification protocols for patient identity, medication, dosage, and route.
- Prepared exam rooms, equipment, and supplies, and assisted providers during clinical procedures.
- Traveled to district‑organized vaccine clinics throughout San Bernardino, Victorville, and Rialto to administer immunizations to children.
- Provided Spanish interpretation to support clear communication between patients and clinical staff.
- Scheduled patient appointments and facilitated follow‑up care as directed by the provider.
Message Center Receptionist
SAC Health
San Bernardino, CA
03.2015 - 07.2016
- Created encounter documentation in patient charts for all incoming and outgoing calls to ensure accurate and complete records.
- Communicated detailed messages to physicians regarding concerns from pharmacists, DME suppliers, insurance representatives, and patients.
- Made outgoing calls to schedule follow‑up appointments for urgent lab results and hospital discharges.
- Processed prior authorization requests for IEHP and faxed medical clearance forms with appropriate medical records to designated facilities.
- Completed and coordinated Durable Medical Equipment (DME) and Home Health forms to support continuity of care.
- Collaborated closely with the Referral Department and Call Center to streamline workflows and improve patient communication.
Education
No Degree - Information And Computer Systems
San Bernardino Valley College
San Bernardino, CA 05.2001 -
Skills
Application implementation
Curriculum design and development
Documentation and recordkeeping
End‑user training
Learning management systems
Teamwork and collaboration
Troubleshooting system issues
User acceptance testing
Workflow analysis
Timeline
Epic Credentialed Trainer
SAC Health
06.2024 - Current
EHR Learning Coordinator
SAC Health
07.2022 - 07.2024
Medical Assistant
SAC Health
11.2016 - 07.2022
Message Center Receptionist
SAC Health
03.2015 - 07.2016
No Degree - Information And Computer Systems
San Bernardino Valley College
05.2001 -