Customer Service Management

Aaron Lefort, MBA

SUMMARY I am a solutions-oriented individual who is always looking for better ways to do things that value the customer and the business. I strive for operational excellence. I am always willing to help those around me to push forward for getting positive results.

SKILLS

Databases

Project Implementation

Network Security Team Building

Project Management

Strategic Planning

Team Leadership

Computer Hardware

Process Improvement

Business Process Improvement

Visio

Six Sigma

Business Analysis

Analysis

Microsoft Excel

Database Administration

HTML

Customer Service

Leadership

PowerPoint

Outlook

Business Process Mapping

Microsoft SQL Server

Meditech

Business Objects

Social Media

WordPress

Ubuntu

Allscripts

Medisolv

SQL

Performance Dashboards

Excel Dashboards

Dashboard Metrics

Management

Training

Software Documentation

Data Analysis

Troubleshooting

System Administration

Vendor Management

Program Management

SharePoint

Information Technology

EXPERIENCE The University of Maryland Medical System 08 / 2013 - Present Clinical Informatics Specialist, Clinical Information Management

•Monitors the daily functions, work flow processes and activities of software and electronic programs utilized within Clinical Information Management and Care Coordination. • Works with Directors and other staff members to monitor data capture, work flow design, efficiency of usage and accuracy of systems. • Implements quality assurance of the systems to validate, monitor and maintain the integrity of the software. • Interacts with Information Technology on any system hardware, network and software problems to include time sensitive release of upgrades. • Provides training and technical support of software to CIM and CC employees. • Interacts with outside venders providing the software, such as MIDAS, McKesson for Interqual, the remote transcription company, the 3M Company for Coding and Reimbursement products, and Meditech, to validate and monitor the data, test changes, and make adjustments. • Supports the UMMS enterprise wide master patient index function related to merge capabilities and exceptions. • Provides support to the medical staff for issues related to electronic data capture and information completion. • Understands and supports staff in the report writing components of the software.

•Analyzes future needs and evaluates new technologies, applications and a services related to the operation and use of electronic information management.

•University of Maryland System DataVision Implementation Weekly Status meeting • University of Maryland Medical System Statit/OPPE Readiness Committee • Clinical Applications Steering Committee • Meaningful Use Steering Committee • Meaningful Use Task Team – Patient Portal • SHSM Monthly Bayscribe/Nuance Call • Policy Medical PolicyManager Implementation team • UMMS Midas+ Statit User Group • Midas+ University of Maryland Shore Medical Center Lab Integration Implementation team • Midas+ UMMS CDI ICD-10 Implementation team • UM SRH Snapshot administrator • ICD- 10 Steering Committee member

The University of Maryland Medical System 03 / 2012 - 08 / 2013 Data Analyst, Shore Wellness Partners

•Supports the data collection and reporting needs for Community Case Management by mining and extracting data from multiple sources to build reports, integrated data models, and analytical tools (dashboards, control charts, and appropriate data displays). • Provides timely and actionable information to department and system decision makers. • Responsible for designing, developing, maintaining, improving, and automating data collection systems, which supports the department dashboards. • Develop ad hoc reports to support the department and SHS activities and initiatives. • Supports System and Nursing Strategic Plans. • Transitions in Care Steering Committee • Community Health Needs Assessment Steering Committee • Regional Transitions in Care Steering Committee • Discharge Follow up Clinic Sub Committee

Wyoming United Methodist Church 01 / 2012 - 05 / 2013 Technology Lead

•Concert Engineer (Veggie Tales Live, Big Daddy Weave, Mikeschair, Jason Gray, Lauren Daigle, and Unspoken) • Web/Social Media Manager • Sound & Video • Computer Hardware/Software/Networking • Executive Committee to church council • Sunday Event Team • FUNraising Team

Medifast, Inc 10 / 2011 - 12 / 2011

Associate

Advantech Incorporated 12 / 2008 - 02 / 2011 System Support Technician

•Wrote HTML to integrate Honeywell IP digital camera to a web page • Honeywell Access ProWatch Basic certification • Honeywell Video MaxproVMS Advanced Macro & MGP Integration • Integrated Honeywell ProWatch Access Control triggers & procedures to OnSSI IP Video Surveillance system • Installation, service, maintenance, and training of network/PC based equipment and software • Communicate and coordinate with all parties involved in advance to ensure that all information and people required will be available during the installation, service, and/or training • Project Management/Implementation/Deployment of Access Control, Video, Burglar, and Fire Systems • Maintain and Update website

Walmart 06 / 2008 - 02 / 2009

Overnight Produce Associate

•Processing and stocking in the produce department • Unloading the truck and maintaining the cleanliness of the store

Havasu Regional Medical Center 01 / 2008 - 05 / 2008 Patient Representative, ER Admitting

•Conducts personal interviews with patients • Collects and enter all demographic, employer, and insurance information in the registration system • Explains hospital services and charges, and collect deductibles and other charges not covered by insurance • Obtains all necessary authorizations to treat by contacting the insurance and entering into the system

Copier Source 05 / 2007 - 10 / 2007

Xerox Account Manager

•Sell document solutions • Develop and maintain customer relationships

GE 08 / 2001 - 05 / 2007

Customer Business Representative/Webmaster

•Administered contracts from product delivery to revenue install • Created and maintained the Business Center website • Lead I.T. Project coordinator on a cost saving meter rebate application • Delivered job shadowing initiative for employee enrichment

EDUCATION University of Phoenix 2004 - 2011

Master, Business Administration

University of Michigan 2004 - 2005

Certification, Six Sigma Greenbelt

University of Phoenix 2001 - 2003

Bachelor of Science, Information Technology

Delaware Technical and Community College-Terry 2000 - 2001 Associate in Applied Science, Computer Information Systems Technology

Polytech High School 1993 - 1996

Diploma, Business

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