PROFESSIONAL EXPERIENCE

Confidential

EPIC Credentialed Trainer

Responsibilities:

• Classroom trainer
• Edited curriculum for Core Clinical Documentation and Allied Health roles
• Accountable for maintaining the readiness of training rooms, assembling training materials, and generating status reports on training sessions and participating in the quality improvement process.
• Facilitated training for end users such as Providers, MLP’s, Nurses, and Ancillary Staff
• Assisting with ensuring end users have correct credentialing in accessing environment with the appropriate templates
• Provided elbow support to Physicians and Clinical Staff on multiple Epic Inpatient modules
• Assisted physicians and nurses with order entry
• Supported physicians, nurses and hospital staff with software implementation
• Administered end user proficiency assessments and evaluations
• Worked with go - live support staff and clinic managers to resolve epic go-live issues
• Provided support as needed to the core training team during Go-Live. Including one-on-one remediation with end users, Facilitated post-live refresher, optimization and skills-enhancement training

Confidential

EPIC Go Live Consultant

Responsibilities:

• Provided white glove training to Nurses, MA's and Schedulers. Elbow to elbow support of providers, mid-level
• Provided end-user (Physicians, Nurses, and MA's) with assistance and consultation on their workflow in Epic
• Answered any uncertain question, tested printer mapping
• Provided elbow to elbow support to providers with orders entries and documentation of progress notes

Confidential

EPIC Go Live Consultant

Responsibilities:

• Provided elbow to elbow support to Physicians and Nurses
• Assisted Nurses with navigating through the nursing narrator, and entering medications into the MRA
• Responsible for assisting clinical staff with system upgrade. The upgrade is a more friendly way of documenting patient information
• Supported registration/front desk for Go-Live Activation
• Assist Nurses and Physicians with ASAP, Inpatient orders, Scheduling and ClinDoc

Confidential

Operations Specialist

Responsibilities:

• Worked closely with Large Commercial & Industrial (LC&I) and Mid-Market teams by supporting front office (forms and documentation used by the sales teams and correspondence to customers) and back office (using appropriate sys tems and/or reports to enter and track day to day activity) operations functions for the Sales Organization.
• Facilitated natural Confidential contracting and enrollments for LC&I and Mid-Market.
• Provided day to day support for the LC&I and Mid-Market pricing process.
• Facilitated the assessment of cancellation fees on final bills and attempt to win-back the business.
• Managed delinquency of Mid-Market & LC&I customers to help reduce the number of days in arrears and lower bad debt overall.
• Collected, recorded, maintained and updated client related data and correspondence/contract via systems provided.
• Worked on and assisted in the coordination of projects to develop, change and improve sales operations processes.
• Coordinated all BPO activities including oversight of offshore workload.
• Team lead on QA processes and activities.
• Coordinated all BAGM Billing Activities.
• Responsible for ongoing process improvements to identify opportunities that increase efficiency, effectiveness, quality and customer satisfaction.
• Provided back-up support of SOPS manager for all IT related projects involving the BAGM Group.
• Assisted with the coordination of SOPS activities performed by junior team members.

Confidential

Operations Specialist

Responsibilities:

• Performed operations transaction processing including enrollments, payments, account and rate plan changes in addi tion to overall customer issue resolution via the web, CHAT, email, and phone.
• Supported Confidential South’s operations by serving as the subject matter expert for specified business operations functions including customer acquisitions, billing, payments, collections and customer communications.
• Communicated directly with customers orally and in writing, to resolve customer issues and ensure customer satisfaction.
• Made recommendations on system enhancements and process changes to improve customer satisfaction and efficiency.
• Worked with Confidential South operations and Web Channel Manager to resolve customer issues.
• Resolved customer concerns in a tactful and professional manner. Effectively diffusing angry customers.
• Provided feedback to Coaches, Customer Service Managers, and Web Channel Managers about recurring customer issues and present recommendations for resolving them.
• Responded to a designated phone line answering online support inquires.

Confidential

Acquisition Representative

Responsibilities:

• Effectively assisted customers with new service & reconnection of service.
• Resolved customers telephone inquiries in a manner that assures quality and assurance standards are maintained.
• Resolved customer concerns in a tactful and professional manner. Effectively diffuse angry customers.
• Clarified and resolved inbound calls from customers regarding billing concerns.
• Made payment arrangements for customers within established procedures.
• Documented customer accounts per established procedures.
• Maintained accurate and current knowledge of procedures, products offered & processes.
• Utilized help files to find answers to customer account questions.
• Furnished prospects with natural Confidential pricing per the current market.
• Communicated with sales prospects and effectively matched prospects needs with sales offerings.
• Verified prospects creditworthiness for the establishment of service.
• Assessed client data and created debt analysis.
• Created and Maintained daily sales logs and corresponding reports.
• Trained new hires on the use of the verification system.

Confidential

Regional Assurance Products Analyst

Responsibilities:

• Audited and corrected aged warranty claims for the entire South Central region.
• Provided pre-approvals on service agreements for Nissan/Infiniti dealers and non-Nissan/Infiniti Dealers and/or Independent Repair Facilities.
• Provided claims support on Security+Plus and QualityGuard+Plus (QGP) service contracts.
• Assisted regional personnel with claims issues related to Service Contracts .
• Conducted transactions according to policies and procedures to increase consistency of service to dealer and field personnel as well as to ensuring the proper use of service contracts funds.
• Examined vehicle repair history, supporting photos and documentation.
• Managed vehicle inspections and technical follow-ups.
• Coordinated vehicle buyback evaluations and determined suitability of vehicle buyback.
• Ensured customers claims and product problems were resolved within company and legal parameters.