SUMMARY:

• Evaluate, plan, implement, support and manage the deployment of Practice Management, Billing and Confidential software
• System builds and technical advisory to client IT staff
• Assess technical requirements; develop Requests for Proposals (RFPs)
• Correct failed implementations
• Project Management - conduct, lead, and maintain implementation project plans and all related tasks
• Educate and train clinicians and staff on EMR and PM applications
• Product demonstrations, clinic walkthroughs, and other support activities
• Customize systems and procedures for Practice Management, Billing and EMR systems
• Process evaluations, clinical content and workflow redesign efforts
• EDI 835 (Electronic Claims) and 837 (Electronic Payments/Remits) Transaction Sets
• HCFA-1500, UB-92 and UB-04 claims forms and anesthesia, rural health and hospital based billing
• ICD-9-CM, HCPCS, CPT coding as well as using relative value units (RVU) and diagnosis related group (DRG) methodologies
• Connectivity, software, hardware, printer and HL7 interface related issues

TECHNICAL SKILLS:

• AccelaCAPTURE
• AccelaSMART
• Adobe Photoshop
• Adobe Reader
• Captivate
• CentreVu Supervisor
• Clarity (Niku)
• Cognos (Orbit)
• Concur Expense
• COSMOS
• CMS Remedy
• Crystal Reports
• CSG
• Dreamweaver
• E-Talk Supervisor
• Flash
• Footprints
• Go To Meeting
• HTML
• HL7 Message Mgr
• IEX
• Microsoft Office
• Misys Tiger
• Misys Vision
• Neustar
• NextGen
• Practice Partner Appt Scheduling
• Practice Partner EMR
• Relay Health EDI
• Sales Force
• SharePoint
• Skype
• Snag-It Screen Capture
• SQL
• Verigate
• WebEx
• Information Mapping

PROFESSIONAL EXPERIENCE:

Project Coordinator

Confidential, St Louis, MO

Responsibilities:

• Completed the weekly exectuve powerpoint deck for the Data Center Relocation Project
• Entered Data Center Project hours for employees and contract staff in the Clarity Request Log
• Received and completed onboarding activities for new employees and contract staff
• Ran Financial reports in SQL and used excel extensively in extracting financial data

Billing Systems Analyst

Confidential, St Louis, MO

Responsibilities:

• Received CMS Remedy ticket requests daily from internal staff on complex billing requests
• Researched and resolved complex billing issues in CSG regarding: voluntary and non pay terminations, added new bulk master accounts, bulk master contract renewals and/or updates, equipment moves, disconnects, complete a change of service requests on an open order or an account when needed, bulk master de-bulks, moved commercial business accounts to MDU and vice versa and scheduled truck rolls when needed
• Ran appropriate SQL reports to aid in completing a ticket request by confirming the number of accounts associated with a bulk master account which lists addresses, dwell type, contract type, open service orders, services purchased or that are provided by the bulk master and type of equipment leased or purchased
• Created child ticket requests in CMS Remedy in order to have macros ran to update house comments, contract type, dwell type and address deletes
• Contacted ticket requestors if additional information was needed to complete their request, provided timelines, documented all outcomes in the CMS Remedy System as well as the ticket requestor when request was completed

Project Coordinator

Confidential, St Louis, MO

Responsibilities:

• Coordinated order provisioning using AT&T and Verizon applications, frame and field technician operation as it pertained to workflow completion
• Utilized Telepacific, AT&T and Verizon order provisioning software for completing local service requests, central facility wiring assignment, verified and corrected customer service record information, and tested and turned up process and initiated repair requests
• Initiated and maintained communication with the customer, central and repair offices on service requests, schedule installation, network migration, and maintenance and repair information
• Initiated and followed escalation methods when needed

Lead IT Project Manager

Confidential, Philadelphia, PA

Responsibilities:

• Involved in the overall management and direction of the project team and all aspects of project management, including: resources, timelines, budget and deliverables
• Coordinated with internal teams to ensure installation and training schedules were synchronized with other internal implementation projects
• Served as primary liaison for clients and managed client interactions, expectations and escalations
• Provided communication, risk and resource management

Application Analyst II

Confidential, Newtown Square, PA

Responsibilities:

• Led in the design, development, testing and implementation of the NextGen suite of applications, custom software applications and off the shelf technologies and/or devices, along with peripheral systems
• Analyzed user requirements, workflows, procedures and problems to automate the processes to improve utilization and seamless processing
• Provided training and troubleshot problems and issues related to NextGen
• Investigated and made recommendations on new performance methodologies and application design

IT Application Analyst

Confidential, Renton, WA

Responsibilities:

• Researched and resolved end user service, maintenance and incident requests daily
• Provided timelines in completion of IT Help Desk tickets and documented all outcomes
• Added and updated user security, user defaults, master files and tables (i.e., insurance company/plans, procedures, procedure rates, providers, appointment schedules, etc.)
• Trouble shot issues related to system configuration, master files, appointments, demographics, charges and coding issues that caused claim denials and HL7 interface errors
• Ran the Daily Interface Error Report as well as any Impromptu or SQL Reports as requested by management
• Provided onsite support and training

Confidential independent contractor, Springfield, MO

Responsibilities:

• Assessed customer needs, developed project plans and provided design, guidance and support
• Worked with multiple clients to correct failed implementations and ensure successful implementation.
• Facilitated, designed and developed training materials based on customer needs
• Designed and developed a training curriculum for a client regarding Stages 1 and 2 of the Health Information Technology for Economic Health (HITECH) Act and Meaningful Use (MU).
• Trouble shot issues related to system configuration, master files, workflow, EMR templates, claim denials and patient accounts receivables for clients with Allscripts Tiger and Vision, and Confidential

Training Specialist

Confidential, Seattle, WA

Responsibilities:

• Conducted on-site and remote training for all new Practice Partner customers and led ongoing webinars to improve efficiencies and cash flow for all clients
• Designed, developed and maintained training curriculum from ongoing updates for scheduling, patient billing and patient records applications
• Increased internal and customer revenue through ad-hoc analyses of payer and clearinghouse denials.
• Trained physicians on how to customize templates to create professional visit notes, capture ICD and CPT codes, e-prescribe and link necessary patient education documents
• Trained billing staff on how to create managed care contracts and fee schedules to track payments and automate claims adjustments within the billing module and working with EDI ANSI 835/837 Transaction Sets
• Trained office staff on scanning documents, faxing and sending messages to facilitate paperless environment.
• 75% travel nationwide

Account Manager/Implementation Specialist/Project Manager

Confidential, Raleigh, NC

Responsibilities:

• Managed the software implementation for Misys Tiger and Misys Vision clients nationwide
• Analyzed new and existing client needs and provided ongoing design, decision and guidance during the implementation process
• Trained on implementation and maintenance of software through a variety of training environments, including: one-on-one, group, classroom, web and telephone support
• Designed and developed learning materials, including: facilitator and participant guides, decision making trees, job aids and ring of knowledge
• Identified process improvements in workflows and daily operations to increase efficiency and maximize software return on investment
• Resolved connectivity, software, hardware, printer, electronic claims (ANSI 835/837) and HL7 interface related issues
• Consistently met and exceeded client billable utilization and client satisfaction surveys

Senior Instructional Designer

Confidential, St. Louis, MO

Responsibilities:

• Managed the analysis, design, development, implementation and evaluation in developing training for domestic and global claims and call center operations staff
• Researched, analyzed and evaluated materials for development into instructional modules
• Worked with subject matter experts (SMEs) to identify specific training needs and develop solutions.
• Designed and developed learning materials in a variety of media and delivery methods, including both instructor-led and eLearning
• Created and analyzed assessments to evaluate learning effectiveness
• Conducted train-the-trainer sessions
• Designed, developed and implemented a global supervisor technical training curriculum for call center operations
• High-level training efforts for St. Louis Operations call center with over 300 employees, including classroom, train-the-trainer, video conference, webinars, lunch-break sessions, personal one-on-one coaching, and Q&A
• Developed and presented classroom courses on Confidential products and services to employees.
• Trained staff on corporate and business guidelines, customer relationship (CRM) tools, claims processing systems and proprietary applications
• Designed, developed, delivered and evaluated custom training programs as determined by business needs
• Developed assessments for staff performance and analyzed results with management
• Oversaw training and managed technical issues for call center during migration to the Intelligent Desktop

Provider Service Representative

Confidential

Responsibilities:

• Researched and resolved issues from eligibility, benefits, claim adjudication, contract set up
• Reviewed and processed medical claims for payment/denial.
• Researched and adjusted overpayments and requested refunds.
• Conducted needs analysis of data, identified trends and determined root causes on adjustment requests from call center operations staff.
• Built and maintained strong working relationships with the health plans and claim office staff.
• Coached and developed fellow team members in resolving simple and complex claim issues.