Day to Day
Data capture, done right
I ensured data was being captured correctly in the application and showed users how to enter data properly based on the application's logic — because in a medical record, how data goes in determines what can be trusted later.
Ticket triage
I resolved and triaged the tickets coming into our ServiceNow queue, sorting user error from application problems from setup defects — each with a different fix and a different owner.
Escalations that landed
When an issue traced back to application setup or data capture configuration, I escalated it to the appropriate department with the specifics they needed, instead of passing along a vague complaint.
End-user education
I educated end users on how to properly use the application as part of support itself — a clinician who understands the logic behind a workflow makes fewer errors and files fewer tickets.
Reporting for Clinicians
Support questions often turned into data questions. I created regulatory reports and data summaries for clinicians through EPIC and SQL — pulling the record's data into answers clinical teams could act on, in the format they needed.
Tip Sheets
Common issues repeat. I created tip sheets for the issues that came up most, written for new and future analysts as much as for end users — so the team's hard-won fixes became shared knowledge instead of tribal knowledge. That habit of documenting the fix is a thread through all of my MGH work, and it's a centerpiece of the training work too.