Customer Service Management

Daron Cowart

***** ******** ****** ● Moreno Valley, CA 92553

Cell: 951-***-****-Primary Phone

Email: ***************@***.***

Summary of Qualifications

More than 20 years of progressive, dynamic, creative, and results-driven experience in the Claims, Customer Services, Member Services, Training, QA, and Information Systems departments of large healthcare organizations, including: Met Life, FHP, Inc., Tenet Healthcare, Prudential Healthcare, King-Drew Medical Center, and UCLA Healthcare System.

Extensive qualifications in all facets of strategic planning, system analysis, and workflow analysis resulting in creating the necessary synergy to implement medium to large scale projects in a demanding and fast paced environment.

Assemble and managed multiple units/areas/teams of people in a Customer Service/Member Service/Claims environments/Reporting Teams, which lead to significant improvement in productivity and workflow efficiencies.

Thorough working experience in installing, configuring, troubleshooting/problem-solving of the EZ-CAP software, hardware and software, LAN network, including the following:

● Software: MUMPS Code Programming, Windows NT 4.0, Windows 2000 Server, MS Windows 95/98, MS SQL Server 7.0, MS Transact SQL, Arpeggio 2.00, Crystal Reports 2008, Full shot 98, AS400, RIMS, ERISCO, IDX and Eligibility Manager software.

● Hardware: Compaq, IBM, and Dell desktop computers, Hewlett Packard printers, TCP/IP, and CDROM drive.

Employment History

Prime Healthcare, Ontario, California -Contract

Clarity Report Developer (2015-Present)

Responsible for writing custom Clarity report for ASAP (Emergency Department), ADT, Inpatient Clinical and ClinDoc applications

Developed Report Training Documentation for the Clarity Reporting Team

Trained Facility Management End Users on Reporting Workbench and Clarity Reports

Supported the Reporting Function of the successful GO-LIVE of West Anaheim Medical Center, Huntington Beach Hospital, and La Palma Intercommunity Hospital

Functions a technical resource for Clarity Reporting Team members

University of Cincinnati Health, Cincinnati, Ohio -Contract

Reporting Consultant (2014-2015)

Performed reporting gap analysis and reporting review of legacy reports

Developed Report Build Tracker documentation to track report build needed for the implementation

Worked with management in developing timelines for report development, user signoff, and report migration

Developed GO-LIVE critical reports in ADT, HIM, Cadence, Inpatient and ClinDoc

Novant Health Organization, Charlotte, North Carolina -Contract

Reporting Consultant (2012-2014)

Developed Reporting Workbench (RWB) documentation for FTE Reporting Staff

Developed RWB Template/Radar Dashboard Creation Documentation

Trained FTE Reporting Staff to create/modify RWB Report

Created/Modified RWB Templates; Applying Dynamic Extensions and Crystal Integration to control data access

Create Crystal Report Tool Tip Sheets for FTE

Trained FTE Staff in report development in ADT, Cadence, and OpTime RWB/Crystal Report Development

Successfully configured 1000+ EPIC Model Reports for all Clarity Data Models

Created Reports using ICD-9/ICD-10 coding

Successfully supported three(3) GO-LIVEs, with no reporting failures; Q4-2013/Q1-2014/Q3-2014

Daron Cowart Page 2 – Employment History Continued

UCLA Health System, Westwood, California

Reporting Supervisor/Reporting Coordinator (2011 – 2012)

Responsible for directing and implementing the strategic plans to meet the goal of the Enterprise EHR Reporting project

Responsible for coordinating the reporting activities of the application teams: ADT/Prelude, Ambulatory, ASAP, Beacon, Cadence, HIM, Resolute Hospital Billing, EpicCare Inpatient, OpTime, Resolute Professional Billing, Radiant, Tapestry, and Willow application teams

Work very closely with the Application Team Application Managers to ensure that all their business users reporting needs were addressed

Provide Executive Leadership Team with timely updates regarding the status of reporting activities, identifying key issues and problems, and report development

Develop reporting policies and procedures for the Enterprise-wide Reporting project

Meeting with Business Users/Departments to provide guidance in the reporting development process

Interview, staff, and train members of the Clarity Reports Development Team

Mentor Clarity Report Developers in the Clarity Reporting Certification Process and the report development process

Develop reporting policies and procedures for the day to day operations of the Clarity Report Development Team

Work closely with the Technical Services Team to install and implement the ETL processes for the Clarity Database

Hoag Presbyterian Memorial Hospital, Newport Beach, California

Application Analyst II (2010-2011)

Responsible setting up system user accounts/passwords

Responsible for investigating/troubleshooting tier-2 helpdesk tickets related to the Affinity HIS System

Work with business users and hospital departments to support the: Patient Accounting, Registration, Inpatient Clinical, HIM, Utilization Management, and System Administration application of the Affinity System

Write and troubleshoot end-user system report queries

Memorial Care Health Systems, Fountain Valley, California

Project Manager-Enterprise Clinical Reporting (2009 – 2010)

Specializes in development of Clarity Emergency Room Departmental and Inpatient Clinical reports

Specializes in developing Reporting Workbench reports – ED/Inpatient Clinical

Manages all daily, weekly, and monthly reporting batch jobs

Act as Reporting Administrator for Business Objects/Infoview (user security/user accounts/report publication)

Train end-users in accessing/running Clarity Reports and Report Workbench Reports

Victor Valley Community Hospital, Victorville, California

Sr. Clinical Analyst/Report Developer (2007 – 2009)

Provide Affinity System Module Support, including: Patient Accounting, Finance/General Ledger, HR, Quality Management, Utilization Management, HIM, Patient Registration, and Hospital Administration

Develop both ad hoc, departmental, and hospital administration reports, using the Affinity HIS System Query Language

Analyze system data to develop reports that improve patient care and improve the overall revenue cycle of the hospital

Project Management to include: Application module implementation, business process re-design, and application training

Quadramed Corporation, Santa Ana, California

Sr. Application Analyst, Affinity HIS Division (2002 – 2007) On-site at King/Drew Medical Center.

Affinity HIS System Query Report Writer, programming in MUMPS Code

Developing a variety of patient detail/summary reports in support of the following departments: Hospital/Nursing Administration, Finance, HIM, Quality Management, Utilization Management, Registration and Patient Accounting

Created reports and data files in support of Hospital, JACHO, CMS, and LA County Department Health Services Confidential Site and Physician Audits

Supervise and train junior Application Analysts/Query Writers

Quadramed Corporation / OAO Healthcare Solutions, Woodland Hills, California

Healthcare Application Consultant, EZ-CAP Software Application Division (2000-2002)

Provide Help Desk Support/EZ-CAP Application Support to 200+ clients including LAN install/setup and database support

Test and troubleshoot client custom reports, both Arpeggio and Crystal Reports

Assist client with SQLBase 6.x/7.x/MS SQL Server 7 application installations/troubleshooting

Daron Cowart Page 3 – Employment History Continued

Perform onsite Client Training, on the following subjects: EZ-CAP, SQLBase DBA, Arpeggio Beginner/Intermediate Reports Development, Crystal Reports 8.0/8.5, and MS SQL Server DBA

Create/Edit technical training documentation to insure successful application install, use, and troubleshooting system issues of current EZ-CAP products and new products

Provide on-call client support, as needed for all EZ-CAP applications

Cap Management Systems, Garden Grove/Encino, California

Claims Customer Services/Claims Adjustment Supervisor (1999-2000)

Created/implemented policies and procedures that lead to the establishment of the customer service call center

Interviewed, hired, and trained new customer service representatives which lead to significant reduction in call center call waiting/hold times and increased client/member satisfaction and service

Re-Organized claims adjustment unit to increase daily and weekly productivity and reduce adjustment backlogs

Create/implement daily, weekly, and monthly reports for both customer services and claims adjustments

Education/Certifications/Training

AA Degree, General Studies, Cypress College, Cypress, California

BA Degree, English, CSU at Long Beach, Long Beach, California

EPIC Certifications:

Clarity Data Model –ASAP 2010/2012/2014/2015

Clarity Data Model – Inpatient 2010/2012/2014/2015

Clarity Data Model – Cadence 2010/2012/2014/2015

Reporting Workbench Administration-2010/2012/2014/2015

Clarity Report Development Experience:

ADT (Trained in the Data Model, not certified)

Anesthesia/OpTime (Report Development Experience, Not Certified)

ASAP (Emergency Department reports. Trained and Certified)

Inpatient/ClinDoc (Trained and Certified)

Inpatient/Orders

HIM (Report Development Experience, Not Certified)

Willow (Report Development Experience, Not Certified)

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