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Customer Service Support

McAlisterville, Pennsylvania, 17049, United States
January 03, 2017

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Jody Shover

McAlisterville, PA



To attain a customer support position showing my skills, qualifications, and outstanding performance.


Healthcare Application Tech Support

ANSI Electronic Data Interchange(EDI) Support for EDI transactions

Able to help customer find solutions to their problem

Gentran experience 2.5 years

Sterling Integrator experience 2.5 years

Monitor Help Desk

Use Remedy for ticket documentation

Provided Software Tech Support via phone or in-person

Experience setting up new partners using maps in AS400/Extol

Experience gathering information to set up new partners

Handling sensitive information

Worked in collaboration with Federal Agencies, able to follow strict guidelines

Created step-by-step documents to help customers navigate in software

Experience with testing new software

Hands-on experience with migrating large healthcare systems from old to new..having to provide customer support for Medicare part A/B and use multiple screens

Responsible for thoroughly researching documents for correct answer

Magellan Health

Process PACE Prescription application. December 2015-present

Review and analyze applications that meet state requirements to be enrolled in PACE Prescription Program. Attention to detail is number one priority.

Department of Education. May 2015-July 2015

Appication Support for PIMS

Provide software support for PA school student information called PIMS. Responsible for performing daily maintenance caused by input errors entered in PIMS software. Provide training if needed for PIMS users and business partners.

Gather available student data to properly update PIMS and communicate with business partners

Foxconn, Harrisburg, PA

Assembly/Quality Tester Contractor November 2014-April 2015

Assembler/Data Analysis

Various duties at Research and Development facility including: assembly of electronic products, inputting data from schematics into Excel spreadsheets.

Using electronic tools to test equipment and a Comparator for measuring components to meet specifications.

CNSI-Rockville, MD June 2013-July 2014

EDI Analyst/Tech Support II


EDI tech support for Affordable Care Act. Support 5010A1 X12 transactions: 834, 820, 824, 999, and TA1.

Communicate with Trading Partners regarding testing, rejections, and provide continued EDI tech support.

Escalate assigned tickets to different teams according to their expertise.

Provide EDI support for B2B partners.

Monitor and track all EDI tickets for help desk.

Knowledge of MS Outlook, EDIfecs, X12, and XML.

Knowledge of HL7

Use Remedy for ticket documentation.

Knowledge of Sharepoint.

Arnold Transportation Services-Camp Hill, PA September 2007-May 2013

Motor Freight Transportation

EDI (Electronic Data Interchange) Coordinator

Provided phone support for our trading partners or co-workers using AS/400 and Transportation Management Services software.

Review and monitor error resolution with data used for shipment status, invoices, and load tenders.

Utilize Extol on IBM I-series AS400, Stratus, Gentran, Klein Schmidt and Sterling X-12 4010 data transactions involving 204, 214, 210, 990, 997, and 999.

Communicated via phone or email with and over 250 trading partners (including Home Depot and Walmart) to verify their EDI setup and program the AS 400 as needed or contact our trading partners of any outages.

Responsible for reviewing program changes as needed for vendors and communicating any changes to staff.

Developed a manual showing step-by-step instructions of any changes to our software.

Educate users how to use the software when needed.

Provide daily excel spreadsheets regarding shipments statuses to our trading partners.

Monitor help desk for EDI tickets and resolve in a timely fashion.

Monitor our EDI system inbound/outbound for any errors and correct any problems.

Highmark Inc- Camp Hill, PA October 1988-August 2007

Industry: Insurance/high volume call center

EDI Analyst/Customer Service Representative

Provided software tech support via phone taking 100-150 calls per day for Medicare Claims Express (MCE) and Paperless Claims Express (PCE) for Medicare Part A/B.

Install MCE software at Providers offices and demonstrate how to use the software to bill Medicare.

Explain and educate Providers or software vendors regarding Medicare policy and electronic billing.

Responsible for providing technical problem solving and support to Medicare providers utilizing EDI processing via dial-up, FTP.

Responsible for identifying/reviewing reporting deficiencies, analyzing, evaluating test or production data, and pursuing any action required to ensure accurate and timely claims submissions.

Also responsible for providing technical support in the development of EDI processing technology.

Understanding, interpreting, and supporting the ANSI (American National Standard Institute)

Provide phone support for EDI Reports, including the 999, 997, 837, 835, 275, 276, 270, 271, and next day edit reports.

Write articles in EDI newsletters and documents for both co-workers and customers.

Review errors on EDI reports with customers

Troubleshoot billing issues by testing software and verify mapping.

Emulate billing errors or EDI rejections for customers to verify if it's the user or software.

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