Customer Service Manager
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Managed the successful implementation of the XIFIN web-based clinical RCM system for the 3rd the largest reference laboratory in the U.S.
Met contracted benchmark deadlines and achieved smooth customer transitions through strong analytical decision making and planning.
Increased efficiency levels and claim reimbursement dollars by 30% by reducing errors in order entry and error processing through educated and accurate workflow change recommendations.
Successfully maintained customer revenue streams during live claims testing and go live, resulting in successful verification of claims test phase
Accurately recognized functional stopgaps between XIFIN RCM and existing system resulting in the successful transfer of converted data to XIFIN and the on time delivery of a functional database.
Recognized the complex organizational structure and user security needs of the client and recommended an update to the user access security protocol that allowed users to have access settings configurable across multiple ventures, facilities, locations and job roles. This recommendation turned out to be crucial to the overall success of this project. . This new security structure is now being implemented at the largest reference labs in the country.
Managed the successful implementation of Allscripts fully integrated practice management, health record and claims management software for small to medium sized medical groups.
Analyzed and evaluated existing workflows and suggested “best practice” changes ensuring Meaningful Use Stage 1 requirements were successfully met and attested to.
Through collaborative planning, communication and the development and efficient use of training tools 100% of providers, clinical and office staff were properly trained and prepared for on schedule go-live.
Successfully established and executed post go-live training schedule to include claim generation, submission, error processing, remittance processing and payment posting ensuring claims were received and reimbursed
Developed, implemented and managed the HDS Client Support Portal
Transitioned 80+ private practices and physician groups from a makeshift email and voicemail-based support system to an online ticketing based support portal in 30 days.
Created and Implemented all Support Service Level Agreements with existing and new clients.
Created and maintained HDS Support Knowledgebase and FAQ, which reduced overall support request traffic by 50%
Reduced average wait time on existing support requests by up to 75%.
Average ticket response time was reduced by 30%
Virtually eliminated duplicate tickets generated by different users at the same client office.
Overall support ticket lifecycle was reduced by 60%
Provided onsite and remote education and training on proprietary gMed EHR and procedure report writer applications.
100% on time go live success rate.
Promoted to Senior Training Specialist within my first 3 months
Highest rated application specialist and trainer based on client satisfaction surveys.
Average client satisfaction survey score: 4.85 out of 5.00
Lowest overall total and per client average 30-, 60- and 90-day post go-live knowledge base support ticket generation.
Managed the day to day operations of the branch sales platform. Provide leadership and coaching for Personal Banking Reps to meet established individual and branch goals deposits, loans, credit cards, investments and Secret Shopper reviews. Assist retail bank customers with complicated transactions or requests while maintaining and enforcing Federal and State established policies and regulations including U.S. Patriot Act and Bank Secrecy Act. Assist Operations Manager with managing the teller platform. Perform complex and high dollar transactions in accordance with bank policy. Ensure tellers meet cash count requirements concerning cash drawer and vault cash. Report outages and other liability issues to Branch manager as laid in bank policy and procedure.