Customer Service Management
Resume:
Objective To obtain a position enabling me to utilize my
skills in the business field, customer service, and
computer information systems.
Experience 1/2010 - Present Tek Systems
Plymouth Meeting, PA
Epic Implementation Support Analyst
Responsible for enhancing, supporting, and
maintaining an application within the UPHS health
system.
Responsibilities include optimization of the
application through development of new
functionality, testing and implementing scheduled
vendor releases and system upgrades, and fixing
system defects.
Provide technical and functional application
analysis, define system requirements, and develop
logical date models using best practices for build
and configuration, maintenance and data integrity.
Works with cross functional application teams and
UPHS clients by providing education on system
functionality, and configuration of new tools to
increase end user productivity within the
application.
Ensure system changes follow change management
procedures and protocols, create and maintain all
documentation for all assigned applications, and
develop, plan and execute testing for supported
applications.
Communicates all necessary application changes,
enhancements, and procedures to all necessary
internal department teams.
10/2007-1/2010 Geisinger Health System
Danville, PA
Professional Reimbursement & Compliance Coordinator
Serves as a supportive consultant and educator to
physician leadership, administrative team and
Operation staff for System related reimbursement,
strategic growth initiatives and professional
compliance issues.
Educates physicians and management on governmental
policy changes and the effect these changes have on
clinical service, while creating strategies to
reduce the impact while maintaining compliance
Assists in developing, preparing, and delivering
documentation for all IDX, SMS and EPICARE
applications that end users are trained in,
including but not limited to, front-end processes,
check-in and check-out, referral management,
patient flow and staff work flow. Identifies
on-line or outside experts for inclusion in the
training series to bring about consistent
information and procedure training across all
disciplines (i.e. Training and Development).
Through data analysis and with thorough working
knowledge of clinical practice management,
identifies process improvement opportunities
associated with the management of department-wide
clinical information that affects the patient
billing and collection processes throughout the
Clinical Practice.
Investigates current processes, assessing
efficiency and accuracy and provides solutions for
problems, process improvement and development of
training programs and documentation for clinical
practice operations and management.
Serves as a liaison between Clinical Operations and
the Revenue Cycle staff as well as facilitate
communication between various constituents in order
to optimize revenue cycle functions and maximize
system wide reimbursement.
Communicates the departmental activities to revenue
cycle senior management and to the management staff
of GHS as it relates to performance improvement
opportunities, system applications, unbilled
revenue, organizational profitability, customer
service issues, accounts receivable, and
professional consulting activity.
Applications used: GroupWise, Remedy, Microsoft
Excel, Word, Siemens hospital billing System, Epic,
Cadence, Imacs CarePricer, IDX professional billing
system, IDM, ProVation MD, Fax and Copier
10/2006- 10/2007 Geisinger Health System
Danville, PA
System Analyst-Associate
Provide Epic Ambulatory Production support
Responsible for assisting in data collection for
problem analysis, including interviews of relevant
personnel
Analyzes documents, files, reports and other
application related workflows.
Prepares flow charts and system test data
requirements. Organizes information in accessible
project files and maintains tables and master
files.
Documents existing procedures, change control
process and other operating characteristics.
Responsible for providing input into project plans
and assists with the design of new or improved
systems including reports.
Reports project progress and activity to I.T.
management as required. Maintains communications
with team members, end users and supervisors.
Responsible for preparing training materials and
provides training for users and operations
personnel.
Assists with planning, testing and documenting
application upgrades. Gains a solid understanding
of assigned applications.
Applications used: GroupWise, Remedy, Excel, Word,
EPIC module, Cadence, Fax and Copier
3/2005 - 10/2006 Geisinger Health System
Danville, PA
Business Service Coordinator II for Cancer Service
Line
Financial Counseling
Coordinate & complete patient billing and
collection
Documentation of all account activity/Reporting
Applications used: GroupWise, Excel, Word, &
PowerPoint, IDX, Siemens, Impac, EPIC, Cadence,
IMaCS CarePricer, Fax and Copier
1/2004 - 32005 Workforce Temps Sunbury, PA
ConAgra Foods, Inc.
Worked in Research and Development
Create and maintain data for least cost formulation
Update and maintain nutrition specification
Data Input for Thermal Processing Improvement
Applications used: Microsoft Outlook, Excel, Word,
& PowerPoint, PICSPECS, BPICS, Cyberdocs, AS400,
Fax and Copier
12/2002 - Present U.S. Air National Guard
Middletown, PA
Bioenvironmental Engineering Apprentice
Graduated BMT 22 AUG 2003
Technical school training on Hazardous Waste,
Hazardous Materials, Ecology, Basic Chemistry,
Ventilation, Radiation, Air Sampling, NBC,
sampling, testing and treating water.
Graduated Technical school 12 DEC 2003
8/2001 - 8/2002 D.C.A.F. Danville, PA
Life Skills Worker I
Provided a secure program that included
educational, recreational, therapeutic, and
socialization/counseling components.
Provided guidance for individual growth.
Documented nightly activities.
12/2000 - 8/2001 RMH of Danville, Inc. Danville, PA
Part Time Relief Staff Worker
Carried out Operational policies and procedures of
the house.
Created house flyers for fundraising events.
Reconciliation of daily receipts and payments.
10/1994 - 8/1999 Geisinger Health Plan Danville, PA
Third Party Administration Customer Service
Representative
Resolved customer concerns and provided appropriate
education.
Followed through with complaints while handling
confidential issues.
Processed HMO claims and TPA claims using proper
ICD 9 and HCPCS/CPT 4 coding.
Applications used: GroupWise, IDX, fax, copier,
Multi-line phone, Calendar Creator, Microsoft
Excel, Word and Access
Education 8/1999 12/2002 Penn College Williamsport, PA
Business Administration Program: (Courses listed
below)
Principles of Management, Principles of Marketing,
Principles of Macroeconomics, Principles of
Business, Management of Organizational Behavior,
Legal Environment of Business, Business
Communications, Principles of Accounting/ Peachtree
Accounting, English Composition I & II, Microsoft
Office Package class, Web Designing/ Microsoft
FrontPage, Desktop Publishing/ Adobe PageMaker 6.5,
Introduction to Database, Introduction to Web Page
Development, Introduction to Information
Technology, Structures of Mathematics & Elementary
Statistics with Computer Applications
Physical Fitness Program: (Courses listed below)
Nutrition Application, Nutrition for the Athlete
and Body Builder, Nutrition and Special Population,
Diet Therapy and Sports Application, First Aid/
Responding to Emergencies, Anatomy and Physiology
Survey, Physical Fitness Test and Measurements,
Fundamentals of Human Performance, Organization and
Leadership of Fitness Programs, Specialized
Resistance Training, Fitness and Wellness:
Behavior Self Management, Performance Enhancement
Training, Fitness Management
Certifications Hazardous Materials Specialist Brooks City-Base,
Texas. Danville, PA
Certificate of competency in accordance with 29 CFR
1910.120
Certificate No. 03-109
Issued 12 DEC 2003
Hazardous Waste Operations & Emergency Response
Brooks, Texas
Certificate of competency in accordance with the
United States EPA
Certificate No. 03-203
Issued 25 SEP 03
CPR/AED & First Aid from American Heart Association
Resuscitative Medicine Training Program BLS for
Healthcare Providers
Expires July 2009
132 H Eyer Road, Danville, PA 17821
abl67i@r.postjobfree.com
Lee Ann Moore
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