SKILLS:

ServiceNow, ChangePoint, Create KB’s, Excel, Word, Outlook, WebEx & PowerPoint presentations.

WORK HISTORY:

Confidential, West Chester, OH

Lead Service Delivery Analyst

Responsibilities:

• The main focus of my job is customer account management.
• As the team lead, I assist with the team’s ultimate goal which is to be the customers advocate and at the same time to be Confidential ’ Advocate.
• This can be very tricky but can be done. I help the others with their training in this area as well as training the new employees in account management to help them succeed which in turn helps my team succeed.
• I have established rapports with my coworkers and customers where they trust that their needs will be taken care of by me.
• I work on integrating new customers to Managed Services which often includes multiple customers at once.
• With this I collaborate with our internal Confidential team of engineers to complete the integrations as well as once they are live I work with the team to support our customers in a timely fashion.
• I lead meetings with the customer and our team. I assure that all customer needs are addressed by the appropriate people.
• I assist with maintenance windows for my customers, Project Change Request’s, troubleshooting and when a customer has an outage I work at assembling the correct team together to get the customer back up as fast as possible.
• Billing is another aspect that I need to assure is accurate each month and after each PCR that I create.
• When the customer has a request I make sure that I am able to provide them what they have requested as completely and quickly as possible.
• My goal is to assure the customers happiness and drive to want to do more business with us here at Confidential .
• I work with the Account Executives, Solutions Architects, Engineers and Professional Services Project Managers throughout my day.
• I currently work in ServiceNow, with additional training to assist that team as well.
• I also work proficiently in Changepoint, Excel, Outlook, Microsoft, PowerPoint and new Global ServiceNow.
• On our team, we have 65 customers that we work and I am in charge of keeping them organized for all members on my team.
• I have created documents to simplify the process, to make it clean.
• A total of 25 of those customers are specifically mine that I maintain for Confidential .
• I am also the team’s new employee trainer.
• As we get new employees, it is my job to ensure their success on our team. In order to accomplish this I maintain my relationships with the customers on our team at a high volume and I have been able help those relationships grow with confidence.
• My multitasking is a huge asset in this position and will only get stronger. I am currently working on getting my PMP, Project Management Professional Certification.
• I am doing this with online studies so that I can improve myself so that I may improve what our customers receive from me.

Confidential, Mason, OH

Customer Relations Specialist

Responsibilities:

• I worked as a Customer Relations Specialist and I take care of the Confidential account for Confidential as well as other company service issue boxes.
• I assure that the customer is happy with their services as I handle any and all work order requests that they have.
• I take care of the rollouts for the new stores and relocations and run any reports that are needed.
• My main goal is to keep the customers service going on a steady flow and be there when there may be an issue and trouble shoot so I can fix whatever it may be.
• And in order for me to make this all happen in a timely manner I have established a great rapport with the individual Confidential locations and because of this I have been able to get things accomplished and provide great service to our customers.

Confidential, Cincinnati, OH

Lead Access Coordinator

Responsibilities:

• I work in the Emergency Room of the hospital.
• I manage the ER Registration team in order to ensure that the ER runs smoothly to be able to provide the patients a pleasant experience as best we can.
• We are the first contact that patients have when they come to us and our goal is to help them feel better so they can come in and get treated.
• I need to ensure that the registrars are doing their jobs accurately and quick enough that we don't fall behind.
• We have to work closely with the nursing staff so I help maintain that line of communication open.
• My job requires me to maintain the flow of our department, to do collections of ER copays, to assist the patients with filling out financial assistant paperwork, when call off happen I am required to help find coverage, I am the go to person for the ER staff when they have questions or needs and to think quick and fix whatever problems arise and I am also part of the training team for new staff .

Confidential, Glendale, AZ

Inpatient Financial Counselor

Responsibilities:

• I first began at Arrowhead I worked as an ER Registrar and after only 3 months I was promoted to the Inpatient Financial Counselor position.
• I am the last one to see the patients chart so it is my responsibility to correct any and all mistakes on the chart, demographics, insurance information, advance directives…etc.
• I work all of the Confidential accounts and all the self - pay patients for the hospital.
• I am the one that gets the Confidential process started for the patients. I explain to them the process and get them in touch with the DES worker on site.
• I notify the insurance companies of the admits and retrieve authorization numbers for prompt payment, as well as obtain all newborn ID#’s and plans.
• I have established a wonderful rapport with the reps at the ins. companies to do this all in a timely manner.
• I work the self-pay and work up discount plans using CPT codes and DRG’s and then speak to the patient’s one on one to explain to them their options for taking care of their bill.
• I also work the Medicare only inpatients to ensure they are processed correctly, again for timely payment from Medicare.
• I currently answer the phones, call in consults & pages for the doctors, I input all the orders electronically for the doctors.
• I assist the unit in any way that is asked of me.
• We have recently gone paperless so I am able to work the computerized system of Confidential, as that is the system we are using at this point but I would be able to learn any other system just as fast.
• Arrowhead was the first hospital in the sister hospital group to do paperless so we I am able to help train the other hospitals in this system.

Confidential, Goodyear, AZ

Realtor

Responsibilities:

• I was in Real Estate and with the market being so bad, I have sold a few houses and placed a few military families in rentals and with the terms they wanted.
• I enjoy helping people find their homes. It’s a great experience.

Confidential, AZ

Chiropractic Assistant

Responsibilities:

• I was one of two people that run the office for the Doctor.
• I maintained all of the paperwork and computer work.
• I also helped with the billing of patients and the insurance companies.
• I was in charge of all of the typing in the office and I do it using Microsoft Word.
• I work great with others as I am a very outgoing person and on the same note I know how to work on my own as well.
• I know what it means to have a dead line and need to get things completed on time. I, at all times, make it a priority that all of the patients are comfortable with the office and have a pleasant experience while with us.
• The rapport that I kept with the patients is one of the things I enjoyed most.

Confidential, Phoenix, AZ

Team Leader

Responsibilities:

• I would contact the managers of the stores to assure a good time for my team to come in so we could have all of the merchandising completed for them.
• I also needed to make sure that everything my team did was at 100% in order to please the store’s manager.
• I had a great relationship with all of the managers in the stores I was assigned to. I made the schedules for the team members as well and made sure we were always at full staff.
• I monitored their payroll and submitted it to headquarters.
• At the end of every day I would input all of the information from that day into my computer for my supervisor.