Support Manager

MARVA RENAE TAYLOR WELSH

*** *** **** ** *******, GA 30102

MOBILE 225-***-**** EMAIL *******@******.***

INFORMATION TECHNOLOGY with Healthcare Expertise and Excellent Customer Care

A Certified Support Professional with over 20 years of experience supporting various financial and healthcare software applications. Capable of rapidly learning new products and applications while delivery excellent service to end users. Proficient in both team and self directed settings.

Education

Southern University

Baton Rouge, LA

BS in Business/Information Technology 1986

Technology/Application Summary/Expertise

CDM Master/Knowledge Source//Code Correct

Crosswalk, STAR

SMS Invision, CereSoft

MS Office, SQL, CRM, SalesForce

Software Support/Application Analyst/Call Center/Account Management

Professional Experience

Support Analyst, McKesson Provider Technologies 5/2012-7/2014

Responsible for responding to product support questions. Analyzed problems within the application, identify root cause, recommend solutions to customer using severity and service level agreements. Performed maintenance updates in test and live environments. Worked closely with Implementation team to ensure all assigned tasks/deliverables are on schedule. Provided on call support for critical issues and used escalation procedures as needed. Composed Knowledgebase documents and maintained 95% higher customer satisfaction.

System Administrator, Emergint Technologies/CDC, 11/2010-5/2012

As System Administrator for the National ALS Registry (ALSSA) I was responsible for a variety of tasks including but not limited to user and technical support, client support, problem solving, and system maintenance. Responsible for updating system related documentation as needed. I served as the liaison between ALS users, ATSDR management and technical stewards of ALS. Perform registry testing for 508 Compliance as well as end user testing while creating Test and Use Cases.

Product Account Manager, Med Assets, 2/2008-11/2010

Provide telephone and email support to internal and external customers. Monitor regular data updates and provide status updates to external customers. Monitor application export/interface for clients. Support application functionality and remain current on release updates and product knowledge. Consistent communication and uses a proactive in dealing with clients on upgrades and enhancements. Documents support calls and resolution for future reference and reporting. Maintain and update internal reports. Collect, analyze and document data in the appropriate format as a means to support troubleshooting issues or present findings to customers. Organize, investigate and resolve issues in a timely and effective manner. Perform software testing releases. Coordinate training for clients regarding new product releases. Schedules post implementation training. Conduct periodic client satisfaction follow up using multiple types of communication (calls/email/mail) via surveys. Participated in Implementation projects during calls, project deliverables and post implementation for direct customer support.

Applications Analyst, McKesson Provider Technologies, 8/2006 - 12/2007

Responsible for responding to product application support questions from customers regarding the company's software. Analyzes problems with software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions. May utilize specialized domain expertise related to the specific application of the software to resolve customer problems.

Applications Analyst, General Health Systems, 10/2004 - 8/2006

Responsible for providing functional and technical support to a variety of financial applications. Provided ongoing system support including but not limited to normal maintenance of business, upgrades, system maintenance, and project management. Assisting various teams with analyzing and recommending corrective action for the resolution of problems within the software applications.

Software Support Analyst, Lewis Computer Services, 03/2001 - 10/2004

Responds to inbound telephone calls from customers reporting problems with their software application. Opens trouble tickets to record all actions taken to effect resolution of customer problems. Reviews, analyzes, and evaluates business application functions and user needs in order to instruct users in use of software, manuals, and other documentation. Interfaces with R&D resources to bring escalated issues to resolution.

Health Services Specialist, CIGNA Healthcare of LA, 1/2000 - 1/2001

Responsible for receiving all inbound calls and initiating prior authorization process by obtaining information to determine member eligibility, provider status and benefit coverage and entering information in the utilization management system. Perform data entry of cases and approval status for procedures. Forwarded all higher-level clinical calls to the Prior Authorization RN nursing staff.

Application Support Analyst, Our Lady of the Lake RMC, 11/1998 - 1/2000

Provides primary support for Lake Line Direct Call Center to internal users by effectively troubleshooting, diagnosing and resolving user issues and work requests in accordance with service level agreements. Support includes issues relating to system access, hardware, application software, and basic network communication issues. Responds to telephone calls, email and team member requests for technical and applications support. Documents, tracks and monitors issues to ensure timely resolution and customer satisfaction.

Practice Manager, Our Lady of the Lake RMC, 6/1996 - 11/1998

Responsibilities as Practice Manager for the Outpatient Physical Medicine included daily operations and provide strategic direction and supervision. Worked to increase patient volume for the program. Assures that all medical authorization and treatment plans are coordinated with staff and physician orders. Effectively coordinates the clinic operations by coordinating administrative policies, physician preferences, and patient needs. Provides leadership, direction, and guidance to office staff.

Supervisor, Ochsner Clinic of Baton Rouge, 3/1991- 6/1996

Responsible for the insurance and billing operations for over 70 physicians of a multi-specialty medical clinic. Performed post payment audits, initiated claim appeals and posted payments to patient’s accounts. Maintained physician files for Medicare UPIN and Medicaid Provider numbers. Assisted the Reimbursement Manager with contacts, fee schedules and charge master codes.

Professional and Personal Reference Upon Request

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