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Client Services

Location:
Barberton, Ohio, 44203, United States
Posted:
January 31, 2017

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THOMAS TAYLOR

BARBERTON, OHIO *****

(330)***-****

acykst@r.postjobfree.com

WWW.LINKEDIN.COM/IN/TTAYLOR1701

WWW.TOMTAYLOR1701.COM

CLIENT-FOCUSED LEADER

- Deliver Projects ahead of Schedule

- Drive Client Satisfaction

Resourceful manager with extensive experience in customer relations management, team development, project management, and software implementation. Direct lifecycle of multiple change projects, introducing new technology, improving efficiency, and driving customer satisfaction. Proven track record of transforming at-risk accounts. Work closely with key clients in identifying client business requirements and implementing optimal technical solutions to meet client need. Natural leader mentoring and managing cross-functional teams in delivering projects ahead of schedule and exceeding client expectations.

Expertise in:

- Project Management

- Strategic Planning

- Software Implementation

- Client Relations Management

- Staff Development

- HIPAA Compliance Officer

PROFESSIONAL EXPERIENCE

NEXTGEN HEALTHCARE INFORMATION SYSTEMS, North Canton, Ohio

DIRECTOR OF CLIENT SERVICES 2007 to 2016

Managed projects for new client implementation and internal process improvement. Provided sales support for potential and existing clients.

- Improved and maintained client satisfaction, averaging more than 91% customer rating according to yearly surveys by developing key performance indicator (KPI) standards and targeting problem areas, using helpdesk statistical data.

- Achieved 99.98% up time for on-site data center, managing IT team with oversight of multiple project implementations and boosting client satisfaction survey results.

- Implemented automation processes, resulting in 30% staff reduction and maintaining client satisfaction rating.

- Served as HIPAA Compliance Officer, developing and implementing processes and procedures as well as reviewing and resolving potential compliance issues.

MANAGER SUPPORT SERVICES 2004 to 2007

Developed process improvement and KPIs and provided oversight through TechExcel CRM helpdesk solution. Managed client support team consisting of software, electronic data interchange, and IT personnel.

- Selected, implemented, and managed TechExcel CRM support software, improving results by streamlining processes and resolving complex issues.

- Created cost analysis and implemented improved price structures, doubling departmental revenue with no client loss.

AKRON GENERAL MEDICAL CENTER, Akron, Ohio

DIRECTOR, Physician Service Network 2001 to 2004

Managed all aspects of department, including sales, training, conversion, and hardware and software implementation and support. Consulted with multiple health system departments regarding software design, integration, deployment, and support. Served as HIPAA Privacy and Security Officer.

- Developed comprehensive business plan, replacing existing Sun setting practice management application with current technology and meeting defined business requirements.

- Implemented Centricity practice management system, improving company viability within practice management and electronic medical records market.

- Secured 10 new clients in 1st year, delivering optimal technical solutions in alignment with client business needs and managing seamless implementation and training.

ASSISTANT DIRECTOR 1999 to 2001

Managed IT, training, and support staff.

- Led wide range of data conversions, hardware installations, and training projects, ensuring projects were completed on or before project milestones and due dates.

- Delivered Y2K project for more than 100 separate servers representing 450 physicians, resulting in '0' downtime and exceeding client expectations.

IMPLEMENTATION AND TRAINING SPECIALIST 1997 to 1999

SUPPORT SUPERVISOR 1995 to 1997

HELPDESK TECHNICIAN 1994 to 1995

ADDITIONAL RELEVANT EXPERIENCE

NORTHEAST OHIO FERTILITY CENTER

Office Manager

EDUCATION

Currently enrolled in College of Applied Science and Technology, pursuing Bachelors Degree in Organizational Supervision, University of Akron, Akron, Ohio

Associate of Applied Business (AAB), Computer Science, University of Akron, Akron, Ohio

ACHIEVEMENTS

- NextGen Software Certified Professional

- Unix Administration Training

TECHNICAL SKILLS

- Administrative and working knowledge of client relationship management software, (i.e.: TechExcel, Salesforce and ServiceIT)

- Experience with NextGen’s Enterprise Practice Management and Electronic Medical Records, software as well as GE’s Centricity Physician Office PM

- Experience with data management and reporting using SSRS reporting, EasyQ and several BI tools

- Extensive knowledge of Microsoft Office Suite (Word, Excel, PowerPoint and Publisher)



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