Customer Service Manager

KAREN MILLER

**** ******* ***** *****, *** ANTONIO, TX 78232 PHONE:

512-***-**** • E MAIL: *********@*****.***

PROFESSIONAL OVERVIEW

Energetic, results-oriented team-player eager to bring strong analytical skills to a growing company who needs top- level

support.

SUMMARY OF SKILLS

• Energetic and organized • 10+ years of experience providing expert technical

• Healthcare Information Technology support for clinical applications such as

• Excellent communication skills McKesson, Supply Manager, Allcripts Homecare,

• 15+ years experience in a fast-paced, PeopleSoft, ADP and Kronos TimeForce

deadline-driven environment • Cutting edge document engineering and editing

• Excellent Customer Service Satisfaction • Microsoft Office, Excel, PowerPoint

Feedback Proficient with, Allscripts, Mckesson

• Software Implementation Horizon • Homecare, ADP, Natonal HME

• Business correspondence and other DME

• EMR Implementation Specialist • Proficient with medical terminology

EXPERIENCE

San Antonio Federal Credit Union (Contract)

Human Resources San Antonio, TX

• Responsible for writing Policies and Procedures on FMLA, Benefits, June 2014 - Present

Open Enrollment, Wire Transfers, Employee onboarding, Employee Out-Processing,

COBRA, and Claims Processing.

• Responsible for creating How-to documents for open enrollment and creating an Email distribution lists.

• Served as support contact for assistance with open enrollment and password resets

Caring Solutions (Contract)

Human Resources San Antonio, TX

• Responsible for entering new hires into ADP January 2014 – May 2014

• Entered expenses into Quickbooks

• Created payroll reports and checked for accuracy

• Responsible for setting up new email accounts

• Responsible for orientation of new hires

• All aspects of accounting

Harden Healthcare Services (Formerly known as Girling

Healthcare) (The reason for leaving this position was due to a

company buyout. The new company had their own IT department

so I was laid off due to a reduction in force)

Software Support Analyst

Regional Education Trainer Austin, TX

• Responsible for resolving customer issues with various software January 2013 – January 2014

• Answered phone calls from customers with various computer issues

• Served as direct contact for assistance with Kronos, PeopleSoft HR, PeopleSoft Financial, American Health Tech, Allscripts,

and McKesson Horizon Homecare

• Subject Matter Expert for Allscripts Homecare, McKesson, Horizon Homecare

• Logged tickets in LANDesk with resolution

• Performed testing for software updates

Resolved issued with logging into domain

• Reset passwords for various software

• Attended LEAN event for Allscripts Standardization

• Created training documents for Allscrips Standardization

• Responsible for backend support for McKesson, Horizon Homecare and Allscripts

• Assisted users on the frontend for McKesson, Horizon Homecare and Allscripts

• Created training documents for Allscrips Standardization

New Century Hospice

Interim Office Manager/Medical Records Clerk San Antonio, TX

• Responsible for entering/verifying timesheets for accuracy. September 2012 – January 2013

• Entered/verified work hours in paycom

• Responsible for keeping personnel files current

• Performed monthly OIG checks

• Performed background checks on new hires

• Set up drug screens for new hires

• Enter patient information into Consolo

• Setup schedules for aide visits

• Responsible for keeping all contracts current

Landmark Life Insurance Company Brownwood, TX

Policy Holder Services April 2011 to September 2012

• Answer customer service call and assisted policy holders with various questions.

• Processed Annuity withdrawals and set up direct deposit for monthly interest.

• Process returned drafts by reversing premiums and setting up for redraft or removing from draft.

• Mailed out letters to the agent and policy owner as notification of returned item.

• Processed returned checks.

• Pay death benefits

• Process policy changes such as change in beneficiary.

• Set up bank drafts

• Daily task include assisting customers with policy issues. I take death claims and occasionally pay claims. I run daily

reports and process credit card payments within Trust Commerce.

Harden Healthcare (Formerly known as Girling Healthcare) Austin, TX

Software Support Analyst November 2010 to April 2011

• Provided backend support for McKesson software as well as Allscripts

• Answer calls from inter-company staff needing help with software/hardware issues.

• Mapped network printers, troubleshoot IE connection issues, shadowed users by using various ways to log into their

computers to troubleshoot.

• Served as direct contact for assistance with Kronos, PeopleSoft HR, PeopleSoft Financial, American Health Tech, Allscripts,

and Horizon

• Subject Matter Expert for Kronos, PeopleSoft, Allscripts and Horizon

• Entered and edited punches in Kronos Timekeeping Software

• Assisted staff with missing punches in Kronos

• Assisted employees companywide with different software such as AHT, Allscripts, Horizon Homecare, Peoplesoft, Kronos

and others. Help staff with issues such as trouble printing PDF files, configuring new BlackBerrys and setting up wireless

connections for laptops.

• Daily tasks included creating tickets using LANDesk to track timely resolutions and satisfaction. Worked daily with Excel

spreadsheets. Responsible for extracting and transferring OASIS to state and maintaining feedback reports.

Lighthouse Hospice (Formerly known as Girling Healthcare) Brownwood, TX

Office Manager/HR Director January 2001 to November 2010

Volunteer Coordinator

• Provided user support for Allscripts software

• Conduct orientation and enter new employees into PeopleSoft and Kronos

• Set up personnel files and enter times into Kronos for payroll

• Entered invoices into AHT and ran reports for Administrator in AHT, PeopleSoft, SunCoast and Kronos.

• Verified and approved time cards in Kronos

• Responsible for verification of benefits and prior authorizations for private insurance

• Supervision of the Business Office Manager in Eastland as well as the Medical Records Clerk and Medical Records

Assistant.

• Maintained vendor and facility contracts as well as physician contracts

• Served as Disaster Coordinator over Brownwood and Eastland. .

• Responsible for the development and execution of disaster preparedness drills.

• Instrumental in the startup of hospice, set up filing systems and set up bereavement program.

• Organized memorial Services, responsible for all aspects of data entry into Horizon Homecare.

• Responsible for training New staff on Horizon and McKesson

• Worked closely with the Director of Patient Care to prepare for State survey to become Medicare and Medicaid certified as

well as JCAHO accredited.

• Responsible for facility and vendor contracts • Super user for Hospice. . .

• Responsible for hiring of new Volunteers. Conducted orientation and set up personnel charts on Volunteers. Responsible for

HR tracking to remain in compliance. Performed annual evaluations of staff and made routine supervisory visits. Made

sure all documentation was complete and accurate according to state regulations.

Girling Healthcare Brownwood,

TX Office Clerk May 1990 to

April 2001

• Scanned, verified and transmitted OASIS.

• Entered 485's.

• Keyed visit slips.

• Entered OASIS, ICD-9 CM coding.

• Maintained patient charts

• Verified insurance

• Ordered Medical supplies

• Ordered DME

EDUCATION

Chenier School of Business San Angelo, TX

Medical Transcription 1985

Lakeview High School San Angelo, TX

High School Diploma 1982

KEYWORDS

• Elected President of QAPI Committee

• Appointed Disaster Preparedness Coordinator

• HCS-D Certification

• Part of the Management Team

• Participated in Leadership Development Institute

• Regional Trainer in Software

Contact this candidate