Debbie Croucher

785-***-****

ad15gc@r.postjobfree.com

CLINICAL SERVICE DESK AGENT – Mature professional with proven skills working in a call center environment. Providing exceptional customer service is my highest priority. Proficient in many software applications and operating systems. Over 30 years in a service-oriented role. Strong leader with experience managing Help Desk staff and monitoring/reporting on SLAs. Excellent communicator. Ability to respond to clients effectively and in a calm manner. Able to de-escalate stressful situations.

KEY SKILLS

Communication – Deals with internal and external customers at all levels, via phone, e-mail and video conferencing, to ensure successful communication through actively listening and probing questions. Problem Solving – Resolves issues in a methodical manner independently and with internal and external business partners to find appropriate resolutions, efficiencies and high level of quality. Team Player – Enjoys sharing knowledge and encouraging development of others to achieve specific goals Planning and Organization – Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner Systems Knowledge – Proficient with Electronic Medical Records (Medisoft, Practice Partner, Aprima), service desk ticketing systems/knowledge bases (Cloud Blue, Harmony), remote control tools (ConnectWise, Pulseway), Microsoft Office, TEAMS, Crystal Reports, cloud environments, databases, stacked servers. Patient Portals, Auto-Remind appointment reminders, dictation interfaces, document management and scanning, MIPS reporting.

Additional Skills – HL7 and interface protocols, project management, end-user training, technical documentation. Very proficient with Excel and importing/exporting data. EMPLOYMENT

Client Services Rep – Tilt Technology, Nine Mile Falls, Washington (remote) 11/2017 to Current

Tilt Technology is a Value Added Reseller (VAR) for the CGM family of products (formerly McKesson)

Installation, customization, training, and support on EMR and Medical Billing

Perform in a Call Center Environment - Respond to phone calls and emails from providers, clinical staff, medical office staff, and vendors

Efficiently resolve issues and provide training on Electronic Medical Records, Medical Billing, Patient Portal, Direct Messaging, Interfaces with labs and radiology facilities, connectivity issues, printing and peripheral issues

Add new users, re-set passwords, unlock accounts

Train end-users individually and in group settings

Configure and implement interfaces with lab and radiology facilities

Project lead in migrating/converting clients from one EMR to another

Install software, patches, and updates. Perform regular database checks

Custom report writing

Patient Account Rep – Olathe Medical Center, Olathe, KS 2/2015 to 11/2017

Participate in Call Center Environment - Respond to phone calls and emails from patients regarding services provided, billing questions, etc.

Meet with patients in person to discuss and set up payment plans

Work with insurance companies to resolve claim denials or incorrect claim handling

Process requests for medical records and send to patients, insurance companies, law firms, etc. Account Rep – Healthcare Revenue Group (HRG), Overland Park, KS 3/2014 to 2/2015

Account Manager for multiple clients

Enter charges and submit insurance claims

Post payments and work denials

Provide monthly reports to clients

Train and support clients on EMR and medical billing software Manager of IT and Medical Billing - Elizabeth Layton Center, Ottawa, KS 5/2006 to 11/2011

Managed the IT staff

Oversaw network administration, connectivity, software installs and upgrades, data backup

Oversaw the billing staff to ensure accurate and timely charge entry, claims submission, payment posting, denial resolution

Information Technology Manager - First National Bank of Kansas, Overland Park, KS 2/2001 to 5/2006

Managed the network staff and Help Desk call center (8 staff member)

Ensured that network was maintained in an efficient and reliable manner and that staff had the technology tools need to perform in their roles

Staff scheduling, performance monitoring, SLA monitoring

Budgeting

End-user training and support

Technology Director - Harvesters Community Food Network, Kansas City, MO 1/1997 to 2/2001

Managed the network.