Abigail Acheampong
McLean
Summary
Experienced healthcare operations specialist skilled in clinician support and patient care integration with technology. Collaborates effectively with interdisciplinary teams to enhance clinical workflows, Epic EHR documentation, and telehealth systems. Excels in prioritizing tasks, resolving operational challenges, and equipping clinicians with necessary resources for optimal patient care.
Overview
8
8
years of professional experience
Work History
SOC Analyst I (Contract)
Capital One
McLean
06.2025 - Current
- Coordinated high-priority operational requests with cross-functional departments to achieve timely issue resolution.
- Maintained detailed documentation and tracked workflow progress to support business continuity in fast-paced environment.
- Managed multiple priorities with exceptional organization, responsiveness, and follow-through.
Junior End User Support Analyst
SAP Concur
Reston
08.2022 - 01.2024
- Resolved application access, account management, and technical issues for enterprise users, enhancing user experience.
- Coordinated with internal departments for timely resolution of operational and system access requests, improving service delivery.
- Assisted with onboarding activities, user provisioning, documentation, and compliance requirements.
- Established strong relationships through responsive customer service and proactive communication, fostering user satisfaction.
Technical Analyst
Vanguard
Remote
10.2021 - 08.2022
- Resolved authentication and account access issues efficiently in a high-volume environment.
- Delivered high-quality customer support while ensuring confidentiality of sensitive information.
- Established trust through clear communication, effective problem solving, and prompt follow-up.
Telehealth Technician
SOC Telemed
Reston
01.2019 - 05.2021
- Provided technical and operational support for physicians and clinical staff using telehealth platforms and electronic medical records.
- Assisted clinicians with system access and troubleshooting to ensure seamless patient care.
- Supported provider onboarding by setting up technology and ensuring secure access for new users.
- Collaborated with clinical and technical teams to enhance operational processes while ensuring HIPAA compliance.
Patient Safety Technician / Telesitter
Inova Health System
Falls Church
10.2018 - 01.2020
- Monitored patients using Epic EHR and telesitter technology, documenting observations to ensure accurate patient care.
- Collaborated with nurses, physicians, and interdisciplinary teams to enhance patient safety outcomes.
- Communicated changes in patient condition to nursing staff to facilitate timely interventions.
- Assisted with mobility, comfort measures, and activities of daily living.
- Maintained accurate documentation while adhering to HIPAA and hospital policies.
Education
Associate Degree - Nursing
ECPI University
07-2026
Bachelor of Science - Business Administration – Information Systems & Technology
Old Dominion University
Skills
- User Support Services
- Technical Troubleshooting
- Epic EHR
- Telehealth Systems
- Operational Support
- User Provisioning
- Technical Documentation
- HIPAA Compliance
- Workflow coordination
- Cross-Functional Collaboration
- Administrative Coordination
- Scheduling & Calendar Coordination
- Compliance standards
- Time Management
Timeline
SOC Analyst I (Contract)
Capital One
06.2025 - Current
Junior End User Support Analyst
SAP Concur
08.2022 - 01.2024
Technical Analyst
Vanguard
10.2021 - 08.2022
Telehealth Technician
SOC Telemed
01.2019 - 05.2021
Patient Safety Technician / Telesitter
Inova Health System
10.2018 - 01.2020
Associate Degree - Nursing
ECPI University
Bachelor of Science - Business Administration – Information Systems & Technology
Old Dominion University