Open to opportunities

Tia Nykoke Angeles Palacio

@tianykokeangelespala

Message

Detail-oriented software support specialist with healthcare IT experience.

United States

Message

What I'm looking for

I am looking for a role that fosters growth in healthcare IT and cybersecurity.

I am a dedicated Software Support Specialist with extensive experience in EMR/EHR systems and client-facing technical support. My hands-on approach allows me to efficiently troubleshoot software issues while ensuring a top-tier client experience in fast-paced healthcare environments. I have a proven track record of handling high call volumes, providing remote support, and collaborating cross-functionally to resolve complex issues.

Currently pursuing a B.S. in Cybersecurity, I am committed to continuous growth in healthcare IT. My experience includes managing inbound client calls, documenting technical issues in Zendesk, and ensuring HIPAA compliance. I take pride in educating clients on platform navigation and secure patient data practices, which enhances their overall experience and satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Software & Client Support Specialist

Current

Centauri Health Solutions

Dec 2023 - Present (1 year 8 months)

Handles 20-25 inbound client calls daily related to EMR access, login errors, and prescription portal troubleshooting. Provides remote software support using VPN and secure access tools, documenting technical issues in Zendesk and escalating bugs via Jira.

EMR Zendesk Jira VPN Remote Access Troubleshooting Software support

Clinical Care Coordinator

DaVita

Aug 2023 - Sep 2024 (1 year 1 month)

Supported care teams with real-time EHR navigation and technical troubleshooting, addressing software login errors and patient chart access issues. Trained patients and staff on system use, ensuring compliance and data accuracy while maintaining confidentiality and security across all electronic medical records.

Technical Troubleshooting Software Login Support Clinical Documentation Confidentiality

Healthcare Assistant - EHR Documentation

Meridian Care Services

Oct 2022 - Jun 2023 (8 months)

Assisted with electronic health records (EHR) entries, patient updates, and daily progress documentation. Maintained HIPAA standards while providing personalized support and software training to patients and families.

EHR Patient Updates Progress Documentation HIPAA)Software Training Patient Support Electronic Health Records Data Entry Compliance Healthcare Support

Education

Degrees, certifications, and relevant coursework

Western Governors University

B.S. Cybersecurity & Information Assurance, Cybersecurity & Information Assurance

Activities and societies: Includes CompTIA A+, Security+

Currently pursuing a Bachelor of Science in Cybersecurity & Information Assurance. The program includes preparation for CompTIA A+ and Security+ certifications, focusing on essential cybersecurity principles and practices.

TEFL University

B.A. English Education, English Education

Activities and societies: TEFL Certified

Completed a Bachelor of Arts in English Education, acquiring skills in teaching methodologies and curriculum development. This degree included TEFL certification, preparing for English language instruction.