Training Quality Assurance

Keith L. Cooper

*** **** **. ***. *** Camden, SC 29020 803-***-**** Email:

*********@*****.***

Objective

Accomplished healthcare trainer seeking to leverage extensive

background in corporate training, data analyst, healthcare benefits,

and technical skills into a leadership position.

Professional Profile

. Solutions driven professional with extensive experience in healthcare

and corporate training experience.

. Resourceful, creative problem-solver with proven aptitude to analyze

and translate complex customer requirements and business problems and

design/implement innovative custom solutions.

. Articulate communicator who can fluently speak the languages of both

people and technology, blending technical expertise with exceptional

interpersonal skills while interacting effectively with customers, and

technical/engineering teams; adept at delivering presentations and

demonstrations.

. Willing to travel extensively

Areas of Expertise

Presentations

Documentation Reviews/Rewrites

Analytical Thinker

Strategic & Long Range Planning

Maintain websites via Site Builder

Data Analyst

Hardware Implementation

Professional Strengths

Microsoft Windows Vista- Intermediate

Relational Databases

Microsoft Excel 2007- Intermediate

Microsoft Access 2007- Intermediate

Microsoft SQL 1995-Intermediate

Microsoft PowerPoint 2007 -Intermediate

Third Party Reimbursement- Expert

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Professional Experience

Blue Cross Blue Shield, Columbia, SC

June 2009-Present

EDI Level I Technician

. Excellent telephone and communication skills, ability to explain

complex solutions and problems to users (regardless of their technical

ability).

. Provides training and support for the Help Desk and computer

operations.

. Acting as a central point of contact for inquiries and problems with

software applications and hardware.

. Create reports and perform program maintenance on various

applications.

. Provides constant coverage for Help Desk; answers phones and returns

all calls within department requirements.

Vangent, Chester, VA

July 2007-June 2009

Medicare Trainer/Training Specialist

. Dramatically reduced instructor's complaints and elevated levels of

administrative support staff by implementing results of intensive

"Instructor Audit Project".

. Analyze information obtained from focus groups compile statistics;

evaluate data, form a conclusion and present resolution to management.

. Assist Information Technology Department by resetting employee

passwords, providing help desk support and technical software training

via Microsoft Windows and Next Generation Desktop to end users.

. Pioneered and chaired a series of focus groups for end users and

instructors to brainstorm new ideas, share information, and discuss

project management trends. Forums explored fresh perspectives, and

fostered new levels of camaraderie and cooperation.

. Embarked upon ambitious Radmin project to reduce end users

inconsistent information delivered to clients. Collaborated on

delivering the new Radmin (Remote Support Technology) which has

dramatically decreased the amount of incorrect scripts by 65%.

. Deliver group and individual training at Vangent's five locations

covering a wide range of software, operational, and healthcare areas

in a specified field.

Tom Sawyer Company (Vangent) Columbia, SC

April 2007-July 2007

Contract Trainer

. Train all levels of employees with regards to policies and procedures

of Center for Medicare and Medicaid Services.

. Formulate training outlines and determine instructional methods,

utilizing knowledge of specified training needs and effectiveness of

such methods as individual training, group instruction, lectures,

demonstrations, conferences, meetings, and workshops.

. Review instructor performance and recommend improvements to program

content and instructor presentation methods.

. Evaluate effectiveness of training and development programs and

utilize relevant evaluation data to revise or recommend changes in

instructional objectives and methods.

. Participated in quality assurance activities to identify training

needs, ensure appropriateness of site messaging and proactively

identify opportunities to improve the customer experience.

Price Waterhouse Cooper Columbia, SC

July 2005-January 2007

Medical Billing Analyst

. Correct and resubmit all claims via Companion EDI for payment, while

maintaining working knowledge of current health care trends and

community standards of practice.

. Devised and implemented new billing strategies, team building sessions

and time management workshops, and facilitated roundtable discussions

with off-site billing staff. Realized significantly improved morale

over both the short and long term as a direct result of these

strategic interventions.

. Analyzed information obtained and created reports that identified

issues and solutions to incorrectly billed claims. Created reports

via Microsoft Access that saved the company $5000 per month in lost

unpaid claims.

. Produced continuous quality improvement plans and quarterly plan

evaluations. Launched innovative approach to third party outstanding

claims by seamlessly compiling all outstanding claims into one report.

Ridgeview Institute Smyrna, GA

January 2003-May 2005

Discharge Representative

. Detailed working knowledge of reimbursement regulations including

methodologies for different payers.

. Commended for demonstrating comfort when working with third party

intermediaries.

. Created reports that informed the billing department and management of

disparities in various reimbursement areas (self-pay, bad debts and

cost reports)

. Produced continuous high results from third party outstanding payment

reports. Achieved a 90% collection average from some of the most

difficult insurance plans.

EDUCATION

Middle Georgia College, Cochran GA General Engineering

January 1994-June 1995

Southern Polytechnic State University, Marietta, GA Industrial

Engineering Technology September 1995-June 1996

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