Customer Service Training

Edith Schallenberg-Roberts

**** ******* **., ********, ** 77502 Cell: 281-***-**** ***************@*****.***

Professional Summary

Proven self-starter who consistently volunteers for new projects and opportunities to enhance skills and experience. My work history has evidenced my ability to work with minimal supervision. Enthusiastic professional offering exceptional skills in leadership, customer service, training, and business administration.

Education

BACHELOR OF SCIENCE IN BUSINESS TECHNOLOGY UNIVERSITY OF HOUSTON HOUSTON, TEXAS

Major: Business Technology

ASSOCIATES DEGREE SAN JACINTO COLLEGE PASADENA, TEXAS

Major: Business Administration

Skills & Abilities

Management oversight for budget, coordination of vendor activities, and internal/external staff/contractors.

Management oversight of medical records to provide a consolidated patient record for master patient index.

Management oversight for multiple applications, creating and implementing training materials.

Liaison between 162+ insurance payers and hospital patient access staff. Management of all data associated with the application maintaining HIPAA requirements.

Created training documentation and managed training programs for SharePoint 2003 and 2013.

Provided administrative support at the executive level.

Additional skills include: IBM Text Management, Prime Word Processor, Uniplex (Trend) Word Processor, Lotus 1-2-3, Harvard Graphics, WordPerfect 5.1, TeamMate, Sidekick, Windows, MSWord, Excel, WordPerfect 6.0 for Windows, Lotus 1-2-3 for Windows, MicroSoft E-Mail, MicroSoft Exchange, WordPerfect 6.1, WordPerfect 8.0, Front Page 98, HTML, Outlook, PowerPoint, Emerge database, IDX Patient Registration, Healthquest Patient Registration, MicroSoft Project 2003, MicroSoft SharePoint 2003 and 2013, MicroSoft Office 2007, MicroSoft Project Web 2003, Active Directory, WebEx, Availity AuthPal, EPIC Profile Manager, EPIC MyChart.

Work Experience

CONTENT WRITER SELF-EMPLOYED OCTOBER 2017 - PRESENT

Create training documentation and support materials as an independent contractor. Provide customized training.

APPLICATIONS ANALYST HOUSTON METHODIST HOSPITAL MAY 2015 – OCTOBER 2017

Responsible for managing patient information, and Customer Service issues; creating training materials and conducting training for the following applications: SharePoint 2003 and SharePoint 2013 – develop and administer sites, create training materials, conduct classroom and individual training; Payer Website Logon – a single sign-on application providing access to 162 insurance websites – responsible for maintenance/administration of website, password management, training, development of application, customer service. Patient Portal Administration – provided oversight for 3 patient portals 2015-2017. Tasks included identifying and resolving patient technical and training issues and worked directly with the patients to resolve issues. Supported Epic MyChart Portal implementation. Supported MASS (Methodist Alerts Subscription Service) application – created training materials and provided customer support; Epic Profile Manager – created training materials and provided customer support; Physician Phone Directory – provided customer support and application development; Employee Phone Directory – provided customer support; and Availity AuthPal Pre-Authorization Service implementation – including Scope Document preparation, financial document preparation, creating insurance payer account access, testing of application, and coordinating meetings with vendor and internal staff with respect to testing issues.

TECHNICAL SUPPORT SPECIALIST HOUSTON METHODIST HOSPITAL MARCH 2000 – MAY 2015

Managed patient information within the Consolidated Enterprise Master Patient Index and accountable for ensuring consistent compliance with established guidelines and HIPAA. Organized, conducted and completed projects in support of the EMPI/TIME Program. Medical Records maintenance; MPI Medical Records Facility Support; Applications & Systems development; report facility MPI changes to Enterprise MPI changes; Customer Service; SharePoint Web Site Administration – developed and administered support and training for sites; Budget & Financial administration. Managed Payer Website Logon – a single sign-on application providing access to 162+ insurance payer websites – responsible for maintenance/administration of website, password management, training, development of application, customer service.

PROJECT CONTROL SPECIALIST THE METHODIST HEALTHCARE SYSTEM FEBRUARY 1999 – MARCH 2000

Provided project control for The Methodist Hospital, Diagnostic Center Hospital, Sugar Land Health Center, Visiting Nurse Association of Houston, and San Jacinto Methodist Hospital with respect to telecommunications systems in meeting Year 2000 readiness standards as set forth by the Methodist Health Care System. Worked closely with executives and other staff members, including technical staff, to coordinate testing of telecommunications equipment at each entity. Consistently tracked testing documentation and test results, conducted testing, and prepared contingency plans for each hospital site. Presented training at New Employee Orientation meetings and Sub-Task group meetings. Coordinated the Telecommunications Sub-Task Force meetings for 1999, and prepared minutes for each meeting.

EXECUTIVE SECRETARY THE METHODIST HEALTHCARE SYSTEM MARCH 1998 – FEBRUARY 1999

Meeting and minutes preparation for Board of Directors/Committee meetings, preparation of System Policies & Procedures for internet publication, Year 2000 Task Force representative for department, Safety Director, Microcomputer Systems Coordinator. Provided clerical support for two consultants, one executive, and the Governance Office. Prepared transcribed dictation for CEO.

DEPARTMENTAL SECRETARY THE METHODIST HOSPITAL MARCH 1996 – MARCH 1998

Acted as physician-relations coordinator, organized monthly chief of service status meetings and prepared related documentation, coordinated information for Internal Medicine and Surgery Service meetings, prepared Medicare Physician Time Allocation Report, prepared Division Monthly Management Report, prepared Operational Priorities for Division, coordinated annual Perfect Attendance Recognition event and service awards, provided secretarial duties for Senior Vice President of Division, Division Microcomputer Systems Coordinator, Division E-Mail Coordinator, United Way Campaigner for Division, coordinated responses to Patient Complaints, coordinated weekly Employee Focus Group meetings, coordinated weekly meetings with Division’s New Employees, Special Events Committee.

EXECUTIVE SECRETARY BRIGGS-WEAVER/TEXAS MARINE INDUSTRIAL SUPPLY 1980-1996

Employee event planning, meeting coordination, preparation of meeting minutes, travel planning, correspondence preparation, coordination of Human Resources projects with Corporate Humana Resources Director, payroll assistance. Support service to Corporate Accounting, Sales and Catalog Departments. Services provided for Chief Executive Officer/President/Vice Presidents.

Continuing Education

Certification in Project Management/On-Line through San Jacinto College; Houston Conference on Website Development & Design; SharePoint 2003 and 2013 self-training via MindSharp and Lynda.com.

Contact this candidate