TECHNICAL SKILLS:

MS Office, Outlook, Excel, PowerPoint, IBM Tivoli Identity Manager, Service Now, Remedy AR System, Heat, PuTTy,WINSCP Crystal Reports, NICE, Solarwinds, Hobbit, Netcool, SharePoint, Avaya Supervisor CMS, Meridian LMS, Azyxxi, Power Chart, POSI, MEDecision, Multiple Third Party Benefit insurance access, HDX (Medicare verification)

PROFESSIONAL EXPERIENCE:

Confidential - Reston, Virginia

CONFIGURATION MANAGEMENT SPECIALIST

• Perform post-implementation quality control checks on all change request.
• Facilitate ICCB, ECR and component board meetings to ensure change request are approved prior to implementation.
• Create Communication and Op Watch notifications for implementation management team to inform agencies of upcoming events and outages during implementation windows.
• Document minutes and action items to delivery to the ICCB community for review of approvals, deferrals and conditional approvals.
• Provide training to the ICCB community on proper protocol for change management process.

Confidential -Gaithersburg, Maryland

HELP DESK SPECIALIST

• Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application’s functionality, basic user training, role-based access and processing and/or completing access requests.
• Enter, monitor, and update help desk tickets in the HEAT trouble ticket system to track progress and resolution of customer issues.
• Ensure on-going maintenance and development of customer relationships with team members and end-user.
• Provide support for a variety of proprietary government applications

Confidential - Columbia, Maryland

TRAINING SPECIALIST

• Review and standardize training prepared by others to ensure instructional design principles are implemented.
• Create training plans and curricula to support the implementation of WFGPS and other system training.
• Serve as a training contact to the department during system implementation on items relating to system training.
• Provide new Content Management System training to federal and contractors
• Review training documents to ensure accuracy and quality, and revise as needed.

Confidential - Alexandria, Virginia

System Analyst

• Upload course content into the learning management system to perform testing.
• Demonstrated the LMS new application features to key stakeholders.
• Document business processes and standards operating procedures for enterprise level support.
• Identify and define the business needs and requirements for the implementation of the ETMS Help desk.
• Created a Helpdesk Support Plan to support the new Learning Management System.
• Communicate and collaborate proactively with external and internal customers to analyze needs and functional requirements
• Prepared various reports, briefing materials, presentations, and recommendations for upper management review and decision.

Confidential

Lead Help Desk Specialist

• Provided support to users regarding customer inquiries by phone, email and ticket queue for account set-up, access and training.
• Managed Help Desk Specialist to provide exceptional tier 1 and 2 support to government client.
• Train new employees to support the application support helpdesk.
• Developed operating policies and procedures for the eCCS Help Desk team.
• Created end-user accounts and set access for user to work within the application.

Confidential - Alexandria, Virginia

Help Desk Manager

• Managed help desk incident ticket system and generated reports using Crystal Reporting.
• Modified user manuals, standard operation procedures regarding system changes and new releases.
• Create and maintained the frequently asked questions site and training database.
• Developed notifications and updated plans for migrations, patches and system updates.
• Managed Helpdesk personnel to ensure customer expectation were met.

Confidential

NOC Administrator

• Remote into desktop servers to unlock user accounts, disconnect users from server, and reset user passwords.
• Monitored and troubleshot network components utilizing Solar Winds, Netcool and Hobbit.
• Connected to servers for root cause analysis on file system errors, server errors and alerts surpassed database thresholds.
• Engaged and disengaged server application functionalities during routine maintenance and/or hot fix.
• Ran scripted application for data ingestion into DB2 and junction DB2 integrity checks to ensure network connectivity.

Confidential -Owings Mills, Maryland

Incident Management Support Specialist

• Provided technical, problem & incident support, including analysis, resolution, documentation, escalation, and follow-up.
• Assisted members, providers and brokers regarding connection issues with carefirst websites/web portals and e-business websites.
• Created user tickets through BMC service desk express to escalate application/data concerns to tier II/III level support groups.

Confidential

Help Desk Analyst

• Provided technical support for MyhealtheVet end-user regarding registration, username/password reset, and Rx refills issues.
• Responded via e-mail regarding data mismatches IPA concerns, future applications and registration.
• Resolved technical concerns with browser, operating system compatibility, registration and accounts.
• Developed Applications Malfunction Statistic Reports regarding MyhealtheVet web-based portal.

Confidential -Washington, DC

Technical Support Help Desk Specialist

• Provided State liaisons assistance to the absent parents and employment locator service to establish child support cases.
• Analyzed data reports for New Hire, QW and UI files to address state compliance regarding federal regulations.
• Monitored new submission database for 18 states to resolve technical matters and submission issues with system processing data.
• Facilitated and prepared briefing documents for bi-weekly team meetings with government project director.
• Manage multiple tasks/projects and deadlines simultaneously with attention to detail.

Confidential

Financial Clearance Representative

• Contacted insurance companies to verify eligibility to update insurance information and accounts status to ensure payer met requirements for billing and payment.
• Obtained approval and/or authorization for Medicaid and Medicare recipients prior to appointments.
• Collected patient documents to determine whether they met hospital financial and insurance eligibility criteria.
• Educated patients and family members on insurance coverage, requirements, available resources, and hospital billing processes to ensure that patient's financial commitment to the institution were met.
• Interviewed and registered patients, input demographic and insurance data; and processed in-patient census reports.
• Interacted with individuals at all levels of the organization, supporting in an office management capacity and supporting indirect team

Confidential -Rockville, Maryland

Member Assistant and Resource Coordinator

• Resolved plan premium concerns, terminations and enrollment for Self-Pay, COBRA, HIPPA and Conversion member accounts.
• Audited delinquent accounts pending submission to collection for reconciliation.
• Processed Self-Pay, COBRA, HIPPA and Conversion plan forms for enrollment.
• Reviewed accounts for appeals on policy denial, according to State and Federal healthcare guidelines.
• Adjusted and processed invoices and check requests to reimburse members for overpayment to accounts.
• Liaison between third party collection agency to ensure recovery on customer accounts and updated notes on customer accounts.
• Responsible for monthly reporting and meetings on aging balances.

Member Assistant and Resource Specialist

• Served as the primary resource expert for information about all Kaiser products, benefits, and policies, as well as how these plans & policies are operationalized and administered.
• Documented, tracked issues, generated monthly reports, and develop recommendations for service improvements.
• Conducted member, staff, & provider orientation to ensure familiarity with Kaiser services, systems, processes, & procedures.
• Coached and educated staff in dealing with members and difficult situations to enable continuous improvement in customer service.
• Assisted members in resolving problems, including clarification of benefits, appointment access, medical referrals, and concerns about quality of care & service to ensure that service standards are met in compliance w/ applicable state & federal regulations.
• Reviewed, investigated and resolved claims issues as recovery and resolution for health plan.

Liability and Recovery Representative/Administrative Assistant

• Researched and validated cases involving Other Commercial Carrier, Dual Coverage & other Third Party Liability situations.
• Communicated with insured's, agents, witnesses, attorneys and underwriters to obtain and provide necessary information.
• Communicated with policyholders and agents on the status of pending subrogation matters, where required by statute, regulation or service standards.
• Performed administrative activities including arranging conferences or meetings, preparation of reports, managing directors’ calendar, ordering supplies, processed expense reports and invoices for patient accounting.
• Provided administrative support for the patient accounting department such as answering telephones, assisting visitors and resolving administrative problems and inquiries.

Member Services Representative

• Answered and responded to inbound calls and assisted members, third party representatives and medical providers regarding questions with benefits about primary and secondary coverage including medicare services, insurance eligibility, co-pay, deductibles, claim denials, payments.
• Provided detailed explanation to members with questions regarding explanation of coverage and explanation of benefits.
• Mailed benefit packages, insurance verification letters, claim forms, duplicate EOC’s and EOB’s and ordered duplicate insurance cards upon request.
• Monitored call center Automation Control Distribution customer service desk and supervised 80+ employees to ensure calls service representative met 85 percent service level agreement.