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Customer Service Manager

Sunnyvale, Texas, 75182, United States
February 07, 2018

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Jason Harmon

*** *********** **., *********, ***** 75182 972-***-****

Exemplary record providing the vision and decisive leadership with technology management responsibilities and budgets up to $20 million. Successful at building departmental infrastructures for multi locations facilitating smooth transitions during periods of significant growth and downsizing. Extremely effective at integrating emerging technologies and operational systems/processes to solve complex business problems. Areas of expertise:

Database Design & Management Testing/Scripting/Documentation Technical Writing (Manuals/System Specs)

Data/Business/Systems Analysis Functional Code Development Sales Quotes and Specifications

Major Software/Systems Implementations Product Owner


Languages: C# and VB (.NET) - Visual Studio 2003 & 2005, C/C++, Java and Delphi

Relational Databases: Microsoft SQL Server, Oracle, DB2, and MySQL

Hardware: Maintained Dell, Cisco, and HP blade servers (Windows Server and IOS)

Software Development Processes: Waterfall, Spiral, Rapid Prototyping, and Agile

Source Code Management (SCM): Visual Source Safe, MS Vault, True Change, Subversion

EMR/EHR Systems Interfaced: Meditech, McKesson, Paragon, HMS, Evident (CPSI), GE Centricity

Revenue Cycle Payers: BCBS (various), United Healthcare, Humana, Aetna


Rockwell-Collins (ARINC) – Carrollton, TX Sept 2016 to Aug 2017

Software Lead (Systems Engineer) - contract

●Managing the software implementation and deployment of Advanced Information Management Security Computer System (AIM SCS) at San Onofre Nuclear Generating Station’s move to an ISFSI system.

●Responsible for developing, configuring, and testing a suite of security tools related to intrusion detection, access control, video, biometric-based identity, credential, asset managements, as well as others.

●Meet with customers to define security requirements outlined by state and national government agencies.

●Conduct meetings to gather the latest information from various stakeholders (hardware, project management, testing, and cyber security) to add accountability and keep the project on target.

Iatric Systems – Virtual Position in Texas Nov 2012 to May 2016

Manager, Interface Pre-Configured Implementations Team

Manager, Hospital Information Systems Team

Senior Product Consultant

Managed 2 teams (13 developers) responsible for the implementation of both standard and custom interface solutions through an interface engine as well as standalone scripting solutions.

Project Planning and Strategy Development

●Provided guidance to business units on certain strategic initiatives and took the lead in others. Scoped, planned, structured the work, and gained alignment with the hospital’s clinicians and management on timeline, implications and key metrics.

●Defined requirements, cost analysis, and prepared project quotes for projects.

●Conducted customer kickoff, status update, and troubleshooting calls regarding projects.

Proactively anticipated business opportunities, and led investigation, design and execution of those initiatives; analyzed solutions, built the business case, influenced stakeholders, and drove execution and change.

Executive Support

●Provided regular status reports to upper management on project issues and metrics.

●Worked closely with senior leadership team to assess, evaluate, and recommend solutions in a variety of areas ranging from operational and business processes.

●Ensured seamless integration of company tool changes and procedures with new documentation and process.

●Provided cost analysis regarding the suite of products offered to customers.

●Handled expedited customer tasks to insure a timely resolution to ensure little to no impact to the customer.

Management and Team Leadership

●Ensured staff met or exceeded goals and standards.

●Affirmed compliance with certification and accreditation entities as well as government (HIPAA) and Hospital regulations.

●Conducted daily scrum meetings to review current project statues and discuss project issues/solutions.

●Collaborated with customers/vendors/Iatric staff to ensure that interface satisfied the scope of the project and to address issues encountered during testing.

●Involved in the recruitment and selection of new team members. Trained and mentored new team members and assisted and mentored subordinates and co-workers as needed.

Process Improvements

●Established, reviewed, and enforced procedures and checklists for teams.

●Helped create a new procedure for Global HIS Team that generated additional previously lost revenue.

●Assisted in the creation of a new company-wide process that held the programmer, project manager, and customer accountable for the direction and expeditious completion of projects.

Quality Implementations

●Committed to superior customer service, including quality, care, and concern with each and every internal and external customer.

●Partnered closely with Project Management team to ensure proper communication/coordination with customers and vendors throughout the implementation process.

●Coordinated escalation and resolution of major service issues.

●Recommend changes and enhancements to standard code and product line.

MedAssets – Plano, TX Aug 2010 to Nov 2012

Implementations Manager

Partnered directly with multiple customers through the successful implementation of MedAssets Revenue Cycle Solutions. Ensured the successful completion of quality product and solution implementation utilizing strong technical and analytical skills.

Project Management

●Led conversations with customer business and technical representatives with regard to all data aspects of new facility implementations.

●Analyzed facilities' claim, payment, adjustment, detailed charges, charge description master, and other data. Identified points where facilities' data met requirements and did not, and why it did not work. Worked with facilities to help them provide data that conformed to requirements for various insurance companies.

●Documented detailed data import scripting and production job control specifications. Tested data import capabilities after they were developed.

●Partnered with Product Operations representatives to set up new facilities into the production environment. Met with facility IS representatives, data import programmers, and Production Control personnel to coordinate the receipt and import of historical and on-going daily data into the database.

●Participated in daily stand-up meetings to provide update on accomplishments, issues, and upcoming activities. Maintained a high level of commitment to superior customer satisfaction through the entire duration of the customer relationship and completed other projects as assigned.

Customer Presentations

●Actively contributed to the design and implementations of internal process improvements. This involved improvement of manual processes as well as identifying, developing, and implementation of tools to automate.

●Provided an introduction and presentation of MedAssets’ claim management software to hospital facility staff and executives during on-site visits.

●Led Q&A sessions with hospital staff and vendors regarding MedAssets’ applications.

Omnisys - Greenville, TX Apr 2009 to Apr 2010

Senior Software Developer

Redesigned and re-wrote remittance/claims applications into one application that produces ANSI 835, CSV, and NSF formatted files in Visual Studio.

●Maintained/redesigned internal applications used by Customer Service Representatives (CSR) within the company to manage claim information. Most development was done in C# using stored procedures in SQL Server 2005 database and web services.

●Converted several desktop applications into ASP.NET web pages.

●Created an image retrieval page that allowed CSRs to search, view, and print patient’s Diabetic Testing Logs, Assignment of Benefits, and Transfer of Titles.

●Created and designed a patient address validation application in C# using a SQL Server database (Visual Studio 2008, 3.5 Framework).

●Redesigned company’s Document Outreach and Compliance system in Java using a MySQL database.

●Maintained legacy Delphi applications including an automated electronic remittance application for Standard and Nonstandard 835 files using stored procedures SQL Server 2005.

●Partnered with business systems analysts to allow them to create better requirement documents, as well as quality assurance to produce better testing scripts for testing applications.

JPMorgan Chase – Fort Worth, TX Nov 2003 to Apr 2009

Healthcare Solutions (formerly FisaCure Inc.)

Software Developer

Production Support Manager

Developed and maintained both legacy and new applications for internal and external operations of Explication of Benefits claim data that is used for client’s practice management systems and manual/electronic postings in C# utilizing WinForms.

●Maintained a balancing application for staff to verify check amounts with claim batches; electronic remittance

application that created 835, NSF, and custom client claim files for Blue Cross/Blue Shield (various), United

Healthcare, Aetna, Humana, as well as others.

●Rewrote the image generation application that created a virtual EOB (Explanation of Benefits) image using claim

information to be presented to the customer on Healthcare Link’s website.

●Built and maintained client/server applications for transferring client’s patient EOB and Claim files with SSH/SSL


●Co-created a new faster and more efficient OCR process for reading paper EOBs.

●Upgraded and maintained a client/server verification application for at-home users, and two applications for

scanning and filtering that utilized Kofax Adrenaline card using C#.

Production Support and Management

●Managed a technical group responsible for correcting and manipulating data client data through SQL Server transactions (triggers, stored proc, and inline).

●Provided technical support for applications to clients and support for staff within Healthcare Solutions. The team’s duties also include maintaining the overall process of claim data through the system.

●Provided customer status updates and on-site support.


Bachelor of Science (BS), Computer Science, The University of Texas at Dallas (Richardson)

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