Client Services Technical Support
Resume:
Tara Dean
adytsr@r.postjobfree.com
Support Analyst Client Services Technician Healthcare Clearinghouse Support An experienced technical support analyst, having been tasked with the troubleshooting, analysis, and upgrading of financial transaction software for long term clients via phone, screen sharing and email correspondence. Professional Experience
● Desktop Support Specialist for Nestmart Technologies, Inc as of 2021
Helped healthcare professionals to navigate and correct errors within various supported EMR programs
Provided general remote technical support for all devices with Windows 10 Operating System
Assisted with network outage monitoring and reporting
Provided Microsoft Office support and troubleshooting
Specialized in learning the systems and practices of all clients serviced byt the company as part of the ‘Hybrid Team’ division of Netsmart.
● Client Services Representative for Availity, LLC. February 2020- May 2021
Helped healthcare providers to navigate the web portal used primarily for the submission of claims, benefits requests, authorizations, Remittance Advice, and other Healthcare Clearinghouse related functions.
Reviewed X12 formatted claim submissions to inform the user of possible reasons for rejection, either by the clearinghouse or by the payer themselves.
Helped facilitate enrollments for Electronic Data Interchange transactions such as 837p,837i, 835, 277, and 276 types.
Helped users establish FTP and SFTP mailboxes for EDI transmissions and responses.
Assisting medical providers, payers, insurers, billers, vendors, clearing houses, and health care workers in the troubleshooting and usage of the Availity web portal.
Locating transmitted healthcare claims, eligibility and benefits requests, and remittance advice in the x12 format .
Determining causes of errors and rejections by analyzing the x12 formatted code of these transmissions.
Advising healthcare providers on how to best format their requests for claims, remittances, eligibility and benefits inquiries, referrals, authorizations and more.
● Level 3 Analyst and Support Developer for System Innovators (a division of N. Harris Computer Corporation). - April 2019-October 2019
Responsibilities:
● Ownership, analysis, and troubleshooting of support tickets that reached Tier 3 of Client Services
● Taking and planning client requests for upgrades and fixes to their individualized version of main payment processing software.
● Organizing ‘Bug’ and ‘Glitch’ meetings to determine if client issue was related to an error in their specific Custom Code or a wider issue with our software’s Base Code.
● Creating local replications of Client’s environment to duplicate issues and test patches, fixes, or other upgrades
● Creating copies of client’s SQL databases for troubleshooting and testing
● Modification of C#, XML, and SQL based programming in existing customized client software.
● Instructing, educating, and delivering necessary software to clients experiencing issues or requesting changes.
● Communication between Client Services and Development departments and assigning of appropriate tasks.
● Creating Bi-Weekly ‘Sprint’ schedule for Level 3 Support and Development goals
● Support Representative for Concentrix’s ‘Avalon’ Project, November 2020 -
Responsibilities
■ Troubleshooting and assisting with phone based customers experiencing issues related to mobile IOS devices, Apple applications running on Android devices and Mac OsX computers. Additional Work Experience
● Level 3 Analyst and Support Developer for System Innovators (a division of N. Harris Computer Corporation). - April 2019-October 2019
● History Teller and Tour Guide for Historic Tours America’s “Old Jail” in St Augustine, Fl, - June 2018-April 2019
● Classroom instructor of Middle School Social Studies and ESOL (English for Speakers of Other Languages) and ESE (Exceptional Student Education) students at Southside Middle School. - 2016-2017
● Classroom Instructor of Middle School Social Studies and Science classes at Gadsden Elementary Magnet School - August 2015 to June 2016.
● Employment with CVS Caremark from fall of 2011 to 2015.
Position of Shift Supervisor and Photo Lab technician at CVS Caremark.
Experience in the training and instruction of newly hired team members. Additional Skills and Assets
● Meeting coordination and team communication and assignments through triage of client issues, bugs, and feature requests.
● Hardware Experience: I have custom built my own personal PC and participated in the construction of others. Experience in the replacement of Network Cards, Video/Graphics cards, PCIe expansion ports/slots, SSD and HDD via Sata, M.2, and PCIe interfaces, CPU and Cooling systems, motherboards and cases.
● Experience in public speaking and presentation from Theatrical productions, classroom instruction, tour guide interactions, retail team management, Professional Learning Communities, and academic seminars.
● Leadership and team management experience in retail. Instilling confidence and trust in co-workers and subordinates.
● Experience in education as a middle school teacher of Social Studies and Science. Ability to quickly and creatively come up with solutions to problems, adapt the daily work plan to suit the students’ needs.
● Communication with customers and parents of students, ability to convey empathy and convincingly offer the best solution to their individual needs. References
Jonathan Huber
Manager, Support Services
904-***-**** x72308
adytsr@r.postjobfree.com
Macey Cafiero
Colleague, Middle School Social Studies
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Paige Weber
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Stephen Mitchell
Manager, Old Town Trolley Tours
adytsr@r.postjobfree.com
Skyler Vincent
Programming Colleague
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