A strong professional with nearly 35 years’ experience designing, implementing, and managing healthcare technology systems development life cycles including:
30+ years of Microsoft operating/networking systems knowledge and support
15+ years in combined design, development and product experience of Microsoft products including Visual Studio (2005, 2008, VB6, Team Foundation Server, and SharePoint), SQL Server (SQL 2000, 2005, 2008, 2012, 2014)
13+ years in design, development, support and management of Contact Center /Telephony Technology (CTI)
10+ years Management (Billing, Accounts Receivables and Computer Systems) experience
6+ years in Project Management experience
Managed and developed clinical information system applications for multi - specialty healthcare organizations
Background in infrastructure including research, networking, computer build and repair, and system planning
Successful call attempts per hour improved to over 2.3 calls per hour from 1.48 during 2014
Implemented an automated voice messaging option that contributed to lower handle times and more attempts
Deeper Dive on successful calls per hour shows some teams are hitting 2.9 CPPH for monthly average
Attempts reaching over 10K/day, compared with 6, to 7k/day in 2014 and less than 3k/day calls in 2013
Calendar year for 2015 estimated to hit 40% more than 2014
Calendar year for 2014 doubled the volume of 2013
Caller Abandon percentages reduced to under 2%
Implemented an enterprise real time reporting to allow workforce leaders to track agent performance using Dashboards and Scorecards
Implemented an automated call data collection retention process to accelerate business continuity if any of the system fails missing contact list preparation
Developed call routing strategies designed to hit short and long term performance guarantee using Inbound, Outbound, Manual Call, Agent to Agent, IVR and external transfers meeting business requirements for health coaching, clinical disease management and customer service of the various business offerings
Contact center licensure exceeded 800 licenses across six business offerings that was developed to share resources tracking agent and customer interactions, call recording and historical reporting
Confidential, Nashville, TN
Senior Programmer/ Systems Analyst
Architect, Design, Development, Implement and Support for Enterprise Dialer Contact Center Technology in CosmoCom and Davox/Avaya;
Developed Voice Platform applications, including Telecom Networks, Skills Based Routing, IVR Platforms and Integration, including but not limited to; Avaya, CosmoCom and Cisco Voice platforms;
Configured Contact Center PSTN, VOIP, SIP Telephony and soft phones systems integration with data center
Developed solutions to integrate IVR applications using Genesys, Avaya, and Cisco. Supported corporate strategy using Genesys Voice Platform (GVP), Text to Speech, Speech Recognition across LAN, WAN and virtual networks
Deep understanding and commitment of stable, scalable, and fault tolerant solutions built to
Hands on experience planning, designing, and implementing IVR and Voice solutions with various products and product lines. Lead developer and engineer for Telephony IVR projects that includes fitness, financial, customer service, health and wellness;
Developed logic driven screen-pop application scripting, call flow design, writing test plans integrated to CRM through web services;
Consistently managed implementation of typically more than one IT project (includes pre-implementation support and post-implementation maintenance support);
Participate in the evaluation and recommendation of new technologies by Identifying options to address problems or issues. Research, plan, install, configure, troubleshoot, maintain, and upgrade software interfaces;
Experience designing and implementing complex, multisite telephonic deployments. Collaborative experience with Engineering Design Package development, large enterprise governance processes and Enterprise Change Management processes to improve key performance targets, sustained outcomes and operational metrics;
Lead technical sessions with internal clients to discover requirements and develop solutions
Confidential, Nashville, TN
Infrastructure App Developer
Developer for HEAT Help Desk Manager Software ver 5.01. Activities including implementing Auto Ticketing, Reporting, and Call logging.
Confidential, Nashville, TN
Developed applications used to track and manage the assembly of the different Saturn lines in VB 6.0 and SQL 6.5/7.0.
Developed an application solution responsible for transfer of testing data across VAX/VMS to Windows NT platform in VB 6.0 and Access 8.0.
Developed an application combining data collaboration with remote data management by connecting field engineers with their corporate offices using data synchronization and DUN in VB 6.0 and SQL 7.0.
Developed a document managing system tool to extract, format, and transfer data across 32 - bit Windows to a DB2 mainframe in VB 5.0.
Developer of a collaborative data management system tool that allowed the distribution of this system to multiple geographically dispersed facilities in VB 5.0.
Developed a remote data management system that performed data analysis and system management of dispersed sources in VB 5.0 and Access 8.0. Analyst performing business process evaluation integration and infrastructure considerations. Coordinated vendors and client efforts. Provided presentation materials as necessary.
Managed the development of a specialized integrated medical information system project. The project integrated an Electronic Medical Records system, a Patient Management system utilizing Smartcard technology, and an Accounting system. Duties include acting as liaison between the company and the contracted consultants to direct the progress of the project. Participate in strategic and budgetary planning.
Used PERT methodology and tools to manage and report projects to management group
Provided process management support for implementation of Total Quality Management methodology
Billing/Accounts Receivables Manager
Supervised the billing process of submitting claims to Medicare, Medicaid, and private insurance Intermediaries
Maintained working relationships with the federal Medicare intermediary Aetna of Florida and Medicaid intermediary Blue Cross Blue Shield of Mississippi
Managed a small team whose responsibilities included billing, reconciliation and cost reporting of a multi-million dollar healthcare organization
Computer Systems Director
Implement, maintain, and train personnel to use Microsoft Office and other key production software and hardware
Responsible for all data utilizing various computer systems and software updates to support those systems, as well as programmer and some system analyst.
Designed and developed integrated medical records system allowing capture of patient data, billing data and corporate financial data that included home health, ambulatory surgical and rural health care centers
Responsible for handling of patient information and confidentiality of electronic medical record
Responsible for working with/managing vendor relationships
Managed an IT budget and planning of resources and expenses
Managed a small team of support personnel to provide information technology services for 20- 50 users networked across 13 remote offices