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Skills

  • Staff education and training
  • Cross-functional team collaboration
  • Organization
  • Operational improvement
  • Budgets
  • Relationship development
  • Process improvement
  • Technical documents comprehension
  • Customer feedback analysis
  • Desktop support

Work Experiences

  • Designed a robust ticket-tracking system.
  • Coordinated with the billing department.
  • Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.
  • Coordinated with the billing department to update provider records, increasing billing cycle clarity and disputes by 63%.
  • Increased company revenue by 13% beyond two years targets by upselling products and services.
  • Addressed eligibility, claims, and credentialing.
  • Led a support team that assisted an average of 6 users globally in a 24/7 support environment as a level-three supervisor.
  • Addressed critical issues.
  • Clarified processes.
  • Achieved a Employee of the Year for innovation in support services.

Summaries

  • Assisted providers through system glitches.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Competent Provider Help Desk with experience assisting metric users with a wide range of computer, mobile device, and peripheral equipment issues.
  • Achieved a 35% satisfaction rate.
  • Subject matter expert on ServiceNow with exceptional skills and knowledge in cross-functional collaboration.
  • Effectively troubleshoots and resolves issues on its own.
  • Costs were consistently reduced while profits were increased.
  • Provider Help Desk with a 15-year track record of troubleshooting and issue analysis to find effective solutions to technical issues.
  • PMP and CPA are proudly certified.
  • Within Miscellaneous, senior Provider Help Desk and outstanding performer in project management and data analysis.

Accomplishments

  • Leveraged QuickBooks to improve ticket-tracking capabilities, resulting in reduced average handling time by 53% minutes.
  • Resolved 61% of provider inquiries on first contact, significantly decreasing follow-up calls and emails.
  • Contributed to a 2023-long help desk software upgrade, transitioning to HubSpot and reducing average response time by 59% minutes.
  • Resolved credentialing and compliance inquiries for providers, leading to a 6 months reduction in onboarding times.
  • Created performance metrics for help desk staff, leading to a 61% increase in overall team efficiency within 9 months.
  • Participated in weekly strategy sessions to improve help desk processes, resulting in a measurable improvement of provider satisfaction by 58% points.
  • Trained a batch of 12 new hires on advanced ticket troubleshooting techniques, improving first-time resolution rate by 15%.
  • Delivered tier-2 support for 12 VIP healthcare providers, achieving 50% resolution within two years.
  • Automated follow-up processes for repeated inquiries using Jira, increasing ticket closure rate by 15%.
  • Created detailed reports on trending help desk queries to assist management in proactive provider education efforts, lowering overall incoming queries by 70%.

Affiliations

  • National Association of State Health Policy (NASHP)
  • Toastmasters
  • National Association of Social Workers
  • Rotary International
  • Lions Club
  • American Society of Safety Professionals
  • American Medical Informatics Association
  • Certified Customer Experience Professional (CCXP)
  • National Committee for Quality Assurance (NCQA) Membership
  • Local Illinois Healthcare Customer Service Association

Certifications

  • Customer Service Management Certification – Power BI
  • SHRM Certified Professional (SHRM-CP)
  • Certified Professional in Healthcare Information and Management Systems (CPHIMS)
  • Certified Data Entry Technician – Brightline
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Service Desk Manager (CSDM)
  • CompTIA A+ Certification
  • CompTIA Network+
  • Certified in Healthcare Privacy and Security (CHPS)
  • SHRM Senior Certified Professional (SHRM-SCP)

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