Felicia Jackson
Prairieville
Summary
Epic Credentialed Trainer with extensive healthcare leadership experience in patient access and revenue cycle management. Specializes in designing and delivering customized Epic training programs, enhancing user experience through strategic collaboration and data-driven solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Epic Credentialed Trainer II
Christus Healthcare
12.2025 - Current
- Deliver Epic training (classroom 25+, virtual, and 1:1) to clinical and non-clinical staff, tailoring content to learner needs.
- Delivered comprehensive training on Epic software features and functionalities.
- Collaborated with clinical teams to identify training needs and improve user experience.
- Develop and update training materials, quick reference guides, and eLearning modules aligned with Epic standards.
- Collaborated with analysts and subject matter experts to refine workflows for accuracy and compliance.
- Assisted in the implementation of new Epic modules across various departments.
- Evaluated training effectiveness through feedback and adjusted programs accordingly.
Epic Credentialed Trainer II
Christus Healthcare
05.2022 - 08.2025
- Delivered Epic training (classroom 25+, virtual, and 1:1) to clinical and non-clinical staff, tailoring content to meet specific learner needs and enhance understanding.
- Developed and updated training materials, quick reference guides, and eLearning modules to align with Epic standards and improve user proficiency.
- Partner with analysts and subject matter experts to ensure workflows are accurate, efficient, and compliant.
- Provide elbow-to-elbow support during go-live and post-implementation, resolving workflow challenges in real time.
- Mentor new trainers, assist with credentialing processes, and maintain documentation for future training initiatives.
- Deliver Epic training for hospitals, clinics, and urgent care facilities (Cadence, Prelude, Grand Central).
- Conduct new hire training, workflow education, and go-live support (front desk, scheduling, registration).
- Collaborate with principal trainers on curriculum design, quick guides, and e-learning materials.
- Manage attendance and track completions in LMS; evaluate training effectiveness through feedback and performance metrics.
- Supported multiple go-lives, including Christus Health (SETX, SWLA, NLA, CLA, Spohn, St. Michael, Urgent Care).
- Key Projects:
- Christus Health – Alamogordo, NM (Appointment Conversion, Go-Live Support 2026)
- Christus Health – Beaumont, SWLA (Appointment Conversion, 2025)
- Christus Health – NLA Podiatry, CLA Cardiology, Mt. Pleasant Clinic (Go-Live Support, 2024)
- Christus Health – Spohn & St. Michael Hospitals (Scheduling, Registration, Oncology, 2023)
- Delivered comprehensive training on Epic software features and functionalities.
- Conducted one-on-one coaching sessions for healthcare staff on system navigation.
- Collaborated with clinical teams to identify training needs and improve user experience.
- Assisted in the implementation of new Epic modules across various departments.
- Facilitated group training sessions to promote best practices in electronic health records usage.
- Supported ongoing education by providing resources and updates on system changes.
- Maintained up-to-date knowledge of current product releases and enhancements.
- Conducted needs assessments of customers' knowledge base to create tailored training programs that addressed skill gaps and supported effective software use.
- Participated in periodic meetings with stakeholders to review progress and discuss changes.
- Facilitated classroom instruction utilizing a variety of teaching methods.
- Ensured compliance with HIPAA regulations regarding patient privacy and security protocols.
- Performed system testing prior to implementation of new software modules.
- Provided on-site support for end-users during go-live activities.
- Created user documentation, including job aids and quick reference guides.
- Assisted users by providing post go-live support.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
Manager, Access Services
Lake Physician Group
04.2022 - 03.2023
- Oversaw daily operations for referrals, estimates, and PSC call center, ensuring timely service delivery.
- Supervised patient access, scheduling, and Epic training for onboarding and existing staff.
- Developed and implemented performance standards to improve quality, productivity, and patient satisfaction.
- Led revenue cycle initiatives improving cash collections, registration accuracy, and service delivery.
- Partnered with leadership to identify training needs and develop process improvement initiatives.
- Oversaw daily operations ensuring compliance with healthcare regulations.
- Managed staff schedules to maintain optimal patient care coverage.
- Coordinated patient intake processes to enhance workflow efficiency and reduce wait times.
- Developed training programs for new hires to improve onboarding experience and accelerate team integration.
- Facilitated communication between departments to streamline patient services.
- Led team meetings to discuss objectives and align on strategic goals.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Conducted performance reviews for team members.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Streamlined communication channels, improving information flow and decision-making speed.
Patient Access Supervisor/Epic Credentialed Trainer
Our Lady of The Lake Regional Medical Center
04.2019 - 04.2022
- Conducted role-based training sessions for staff across multiple departments and facilities.
- Conducted training sessions for new hires and existing staff members on proper registration techniques.
- Trained and mentored staff on patient access policies and procedures.
- Supervised patient registration and check-in processes for efficient service delivery.
- Supported go-live events by providing direct assistance to providers, nurses, and administrative staff.
- Received recognition for outstanding support and ability to build rapport with learners.
- Collaborated with principal trainers to design curriculum and update systems.
- Managed insurance verification and authorization workflows for patient admissions.
- Coordinated scheduling for outpatient services to optimize resource allocation.
- Implemented process improvements to enhance patient experience during visits.
- Collaborated with clinical teams to streamline communication and patient flow.
- Ensured compliance with health regulations in patient access operations.
- Addressed patient inquiries and resolved issues regarding registration and billing.
- Collaborated with other departments such as billing, coding, and clinical staff to ensure smooth operations throughout the facility.
- Served as a liaison between patients and families and hospital personnel regarding financial obligations.
Patient Access Manager
East Jefferson General Hospital
03.2017 - 02.2019
- Managed patient registration and insurance verification processes for hospital admissions.
- Directed registration for inpatient/outpatient, ER, clinics, and central scheduling (100+ FTEs).
- Improved registration accuracy to 99%, increased pre-registration to 90%, reduced wait times below 8%, and decreased abandoned calls to under 4%.
- Coordinated interdepartmental communication to streamline patient access operations and enhance service delivery.
- Implemented process improvements that enhanced efficiency in patient information handling and reduced operational bottlenecks.
- Led team training sessions on systems and procedures for patient access staff.
- Delivered Cerner system training for front desk, nursing, and technologist staff.
- Ensured compliance with healthcare regulations in all patient access activities.
- Ensured compliance with HIPAA regulations related to protecting the privacy of protected health information.
- Addressed patient inquiries and resolved issues related to access services promptly.
- Collaborated with healthcare providers to maintain accurate patient records and data integrity.
- Monitored employee performance and provided feedback for improvement.
- Collaborated with stakeholders to develop strategies that improved patient satisfaction scores related to access services.
- Created reports on patient access metrics, such as wait times, no-shows.
- Implemented strategies designed to reduce wait times, improve appointment scheduling accuracy.
- Provided support during peak periods by managing call center queues and addressing customer inquiries.
- Participated in hospital-wide go-lives and workflow design projects.
- Participated in meetings with vendors and partners concerning product development initiatives that would enhance the user experience.
- Coordinated with other departments to ensure proper communication between providers and patients throughout their care journey.
- Resolved issues regarding insurance verification, preauthorization requirements.
- Evaluated existing processes for efficiency and made recommendations for improvements.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
Corporate Business Development Financial Analyst
Detroit Medical Center
01.2013 - 03.2017
- Conducted financial and operational analysis to identify growth opportunities and optimize joint ventures.
- Analyzed financial statements and reports to uncover trends and variances.
- Created models and reports for strategic decision-making and budget forecasting.
- Assisted in preparation of quarterly and annual financial reports to ensure accurate financial representation.
- Monitored industry trends and benchmarks to deliver actionable competitive insights.
- Ensure compliance with internal financial policies and regulatory requirements.
Education
MBA - Business Administration/Management, Concentration: Finance
Columbia Southern University
Orange, AL01-2020
Bachelor of Science - Business Administration/Management
Columbia Southern University
Orange, AL01-2012
Skills
- Epic trainer
- Epic training
- Healthcare compliance
- HIPAA compliance
- Quality assurance
- Interdepartmental communication
- Curriculum design
- Training presentation
- User support
- Go-live support
- Workflow improvement
- Financial process training
- Stakeholder engagement
- Problem resolution
- Learning systems
- Teamwork
Previous Leadership Roles
- Revenue Cycle Supervisor, East Jefferson General Hospital, 2010–2012
- Patient Access Supervisor, North Oaks Medical Center, 2008–2010
- Patient Access Manager, Trident Medical Center, 2007–2008
- Patient Access Supervisor, HCA Lakeview Regional, 2005–2006
Certification
CHAA
Timeline
Epic Credentialed Trainer II
Christus Healthcare
12.2025 - Current
Epic Credentialed Trainer II
Christus Healthcare
05.2022 - 08.2025
Manager, Access Services
Lake Physician Group
04.2022 - 03.2023
Patient Access Supervisor/Epic Credentialed Trainer
Our Lady of The Lake Regional Medical Center
04.2019 - 04.2022
Patient Access Manager
East Jefferson General Hospital
03.2017 - 02.2019
Corporate Business Development Financial Analyst
Detroit Medical Center
01.2013 - 03.2017
MBA - Business Administration/Management, Concentration: Finance
Columbia Southern University
Bachelor of Science - Business Administration/Management
Columbia Southern University