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Skills

  • Staff education and training
  • Helpdesk performance metrics
  • Cross-platform software integration
  • Time management
  • Change Management
  • Decision support with reporting tools
  • Data Security and Confidentiality
  • Case management software proficiency (Workday)
  • Relationship development
  • Business operations

Work Experiences

  • Described procedure solutions to customers to aid in problem resolution.
  • Collaborated with cross-functional teams to streamline onboarding processes, reducing the lead time by 18% for new hires.
  • Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team.
  • Achieved a 30% increase in task completion rate.
  • Analyzed user feedback and presented data-driven improvements to the customer success workflows, elevating customer experience metrics by 32%.
  • Collaborated with cross-functional teams.
  • Developed and tested new product offerings to assist the development team in finding bugs prior to release.
  • Assisted in the migration of 7 client records.
  • Adapted customer service protocols to cater to the needs of 9+ practice support clients, elevating client satisfaction to 78%.
  • Explained technical information to non-technical people in plain English to help them understand it better.

Summaries

  • Action-oriented Practice Support Specialist with expertise in case management software, proven to reduce task redundancies and optimize legal team operations.
  • Permissions, filters, and file sharing are all skills she possesses.
  • Enhances system performance by analyzing and correcting various hardware and software issues.
  • Effectively troubleshoots and resolves issues on its own.
  • Promotes vendor management and quality assurance skills that are dynamic.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adept at managing case management software.
  • Excellent data analysis and project management knowledge.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • Achieved a 53% reduction in support requests.

Accomplishments

  • Automated vendor communication workflows, saving 42% in processing time and improving on-time hardware deliveries.
  • Rolled out a comprehensive internal user guide for SAP, decreasing helpdesk inquiries by 63% within one year.
  • Optimized case filing systems, resulting in a 41% improvement in document retrieval speed.
  • Led efforts to negotiate equipment leasing terms, cutting annual hardware costs by $16 while reducing repair turnaround by 73%.
  • Collaborated with suppliers to streamline procurement processes, saving $18 annually through improved vendor negotiations.
  • Documented and resolved process which led to initiative.
  • Reduced licensing fees by $8 per year after negotiating a bulk procurement deal with software vendors.
  • Collaborated with team of 15 in the development of standard.
  • Developed a cross-training initiative that led to a 84% reduction in response time, enhancing overall team productivity.
  • Resolved product issue through consumer testing.

Affiliations

  • Association for Computing Machinery
  • American Medical Informatics Association
  • Project Management Institute
  • Student liaison for the Association for Healthcare Administrative Professionals (AHCAP)
  • Member of the American Health Information Management Association (AHIMA)
  • Committee leader for the Society for Healthcare IT Professionals (SHITPro)
  • Jaycees
  • Active volunteer at the National Association of Healthcare Assistants (NAHCA)
  • Certified participant in the Health Level Seven International (HL7) standards organization
  • Certified through the CompTIA Healthcare IT Technician certification program

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Information Systems Security Professional (CISSP) by program
  • CompTIA Security+
  • CompTIA Network+
  • Certified Revenue Cycle Specialist (CRCS) by AAHAM
  • Certified ScrumMaster (CSM) by Scrum Alliance
  • Certified Healthcare Technology Specialist (CHTS) by AHIMA
  • Apple Certified Associate (ACA)
  • Certified Practice Manager (CPM) by MGMA
  • Certified Public Accountant

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