Technical Support Customer Service

DOMINIQUE A. MITCHELL

346-***-**** ad5k15@r.postjobfree.com

SUMMARY

"Motivated technical support professional with a proven track record in resolving complex issues and a keen interest in transitioning to MSP Service Desk roles. Demonstrated adaptability and exceptional interpersonal skills, coupled with a strong work ethic, ensure efficient problem-solving and effective client interactions. Thrives in unsupervised environments and adept at rapidly acquiring new skills to meet evolving challenges." Skills

Supporting Computer hardware

Supporting Hard disk arrays

live chat

email support

55 wmp typing speed

Supporting Computer software

Problem Solving

Interpersonal Skills

Zendesk and other CRM

software

HIPAA Compliance/ Privacy

and security

Software installation/ Epic

Upgrade systems

Help Desk Support

Customer Service Support

Electronic components

Automated control wiring

Engineering principles

Problem-solving

Critical thinking and evaluation

Hardware maintenance

7 yrs Epic EHR system

Medical Terminology; Billing &

Coding; Collections

7yr of navigating and

elucidating complex

healthcare insurance

EXPERIENCE

12/22-Present Technical Support Specialist

Texas Children’s Hospital ASR II – Ambulatory Services Rep

Communicate with patient, staff and providers regarding patient arrivals, delays and clinic processes

Verify patient insurance benefits, request authorizations and/or referral prior to the patients' appointments.

Register patients in Epic and make sure that all the patients' demographic information is entered accurately.

Respond to customer questions and /or service related to appointment status, wait time, or unanticipated problems

Answer all incoming calls, schedule new or follow up appointments

Preform outbound calls to confirm, schedule and/or cancel appointments.

Create estimates for patient responsibility prior to office visits or testing and notify patients of any amount due.

Collect co-payments, co-insurance and/or self-pay amounts using Skipjack Enter batches and reconciles TCH charges

Ensure that interpreter services are available for patients as needed

Manage Epic inbasket, email and rightfax requests

Perform master scheduler duties; create, open and close the Physicians' schedules

Perform other duties and provide basic office support including ordering and maintaining office/clinic supplies; maintaining office equipment; managing correspondence; copying, faxing, mailing and filing documents; and collecting and distributing mail.

Worked with vendors to troubleshoot and resolve issues.

Delivered support for reported problems with desktop computers, laptops, peripherals, and mobile devices.

Installed and configured desktop computer hardware, software and peripherals using standard procedures.

Assisted individuals who had problems with computer hardware, software, or networks by asking them to describe the problem and walked customers through potential solutions.

Kept track of pending and completed computer help-desk requests

Answered inbound phone calls, emails and live chats that were escalated to the tech department

10/2018-11/2022 Technical Support Representative

Texas Children’s Hospital FOS II- Front Office Representative/ Insurance Verifier Specialist

Assisted agents with various types of technical issues via phone, email, and live chat

Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

Used remote login tools to assist employees with technical and product questions.

Assisted customer in understanding products, components and systems using technical demonstration.

Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

Insurance Verification Expertise: Utilize advanced knowledge of insurance policies, billing procedures, and healthcare regulations to verify insurance coverage and eligibility for pediatric patients accurately.

Complex Case Management: Handle complex insurance verification cases, including patients with multiple insurance plans, coordination of benefits, and coverage disputes, with attention to detail and accuracy.

Policy Analysis: Analyze insurance policies and benefits summaries to determine coverage details, limitations, and requirements for pediatric services, providing insights and recommendations to healthcare providers and billing staff.

Issue Resolution: Investigate and resolve insurance-related issues, such as claim denials, prior authorization requirements, and billing discrepancies, collaborating with insurance companies and internal departments to achieve timely resolutions.

Training and Guidance: Provide training and guidance to other healthcare insurance verifiers, assisting them in understanding insurance verification processes, interpreting insurance policies, and resolving challenging cases.

Documentation and Reporting: Maintain detailed records of insurance verification activities, including documentation of coverage details, communication with patients and insurance companies, and resolution of insurance-related issues.

Quality Assurance: Implement quality assurance measures to ensure the accuracy and completeness of insurance verification processes, identifying areas for improvement and implementing corrective actions as needed.

Compliance and Regulations: Ensure compliance with healthcare regulations, privacy laws, and ethical standards in all insurance verification activities, safeguarding patient confidentiality and data security.

03/2015-10/2018 Help Desk Support Technician

Med Relief Staffing /Medical Assistant/CNA/Technician

Assisted customers with instructional support and product troubleshooting.

Supported customers with password resets and account customization.

Resolved Level 1 technical issues with software, hardware and peripherals.

Documented issues in bug tracking system for reporting.

Recorded complaints, product deficiencies, returned orders and other customer documentation in system.

Recorded vital signs of patients, monitored/charted condition of patients.

Maintains patient stability by checking vital signs and weight; testing urine; recording intake and output information.

Documents actions by completing forms, reports, logs, and records.

Recorded vital signs of patients, monitored/charted condition of patients.

Performed venipuncture, electrocardiograms, and point of care testing.

Provided quality care to all patients including assistance with daily activities, such as walking, using the bathroom, and getting dressed.

Provides patients' personal hygiene by giving bedpans, urinals, baths, backrubs, shampoos, and shaves; assisting with travel to the bathroom; helping with showers and baths.

Provides for activities of daily living by assisting with serving meals, feeding patients as necessary; ambulating, turning, and positioning patients; providing fresh water and nourishment between meals.

Maintains patient stability by checking vital signs and weight; testing urine; recording intake and output information.

Provides patient comfort by utilizing resources and materials; transporting patients; answering patients' call lights and requests; reporting observations of the patient to nursing supervisor.

Documents actions by completing forms, reports, logs, and records. EDUCATION AND TRAINING

The Chicago School of Psychology *expected 03/2025* Bachelor of Science

Concentration: Psychology

Medical Assistant (RMA) ~ Allied American Health

Certified Nursing Assistant (CNA) ~ BC Houston Training Academy Certified BLS/CPR ~ American Heart Association

Customer Service Cert ~ Memorial Assistance Ministries

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