E Learning Customer Service
Resume:
Tayla C. Smith
***C Commonwealth Ave Worcester, MA 01604
************@*****.***
Professional Experience
Principal Trainer Wellesley, MA
Pediatric Physicians Organization at Children’s (PPOC) 2022- Present
●Design, develop and incorporate appropriate training modalities including but not limited to instructor led training, e-learning’s, web-based training, video, demonstrations, tip sheets and blended learning.
●Update all training material for EpicCare Ambulatory Outpatient/ community group practice to ensure documentation meets EpicCare recommendations
●Train all classes virtually for EpicCare utilizing Zoom.
●Obtained EpicCare Ambulatory Certification and Curriculum build Certification
Principal Trainer Consultant Milwaukee, WI
Ettain Group, now a part of Experis 2021-2022
●Design, develop and incorporate appropriate training modalities including but not limited to instructor led training, e-learning’s, web-based training, video, demonstrations, tip sheets and blended learning.
●Update all training material for Professional Billing to ensure documentation meets Epic PB recommendations
●Train all classes virtually for Professional Billing via Microsoft Teams.
EHR Instructional Designer Level II Burlington, MA
Beth Israel Lahey Health 2017-2021
●Responsible for all elements of training, planning, design, development, and implementation for Resolute Hospital and Resolute Professional Billing.
●Develop training strategy for Resolute Hospital and Resolute Professional Billing and projects.
●Design and coordinate training tasks outlined in the training project plan.
●Build, test, and maintain the training environment. Creates and maintains functional specification documents for training environment and validate the content. Completes thorough testing of all build in training environment prior to its utilization in training.
●Design, develop and incorporate appropriate training modalities including but not limited to instructor led training, e-learning’s, web-based training, video, demonstrations, tip sheets and blended learning.
Patient Fin. Serv. Rep Patient Accounts Burlington, MA
Lahey Clinic 2013-2017
●Makes outgoing telephone calls and sends correspondence to patients and responsible parties on outstanding accounts receivable, payment plans, health plan coverage, denials and coordination of benefits
●Determines and processes account adjustment transactions in accordance with department procedures. Completes transactions using the appropriate adjustment code(s) allowing for account level and reporting integrity.
●Responding to and processes patient and responsible party telephone calls and correspondence regarding questions and issues related to Lahey charges, billing statements, health plan coverage, health plan denials, coordination of benefits and other questions in regards to the Lahey revenue cycle.
●Training new staff on Epic system. Making sure all the tools needed for new customer service employees are supplied.
Reg & Scheduling Specialist Burlington, MA
Lahey Clinic 2012-2013
●Manages and communicates information through various processes, such as computers, telephones, patient interviews, and meetings.
●Consistently maintains a respectful, effective, and professional manner in all interactions with customers.
●Collaborates with nursing to complete patient bed assignment of ED/Post-op/Clinic/Hospital transfers promptly in a manner that provides the best possible outcomes.
PDi Executive Boston, MA
TRCo. World 2011- 2012
●Direct sales and marketing to independent businesses, while Managing and generating client relationships throughout bound calling
●Assisted with training new staff on programming and processing information in Microsoft Office
●Vast experience in customer relations follow-ups, processing, emails, web search enhancing information
Customer Service Representative Salem, MA
Eastern Bank 2008-2011
●Assist customers with day-to-day banking needs
●Process new checking/savings accounts along with IRA/CD accounts
●Inform customers about account benefits
Retail Associate Burlington, MA
Macy’s INC 2007-2009
●Assist customers with in store purchases
●Cash in and out of drawers
●Worked with customers in a fast-paced setting
Secretary Revere, MA
Waymaker Financial LLC 2005-2007
●Answered phones and scheduled appoints for clients
●Handled compliance documents & reviewed mortgage documents
●Verified customer information before completing closing with Loan Officers
Certifications:
Resolute Hospital Billing Administration with Single Billing Office March 15, 2019
ARCR: Resolute Professional Billing Insurance Follow-up September 25, 2019
ARCR: Resolute Professional Billing Claims and Billing Readiness September 28, 2019
ARCR: Single Billing Office Self-Pay Follow-up September 28, 2019
Resolute Professional Billing Administration with Single Billing Office January 21, 2020
EpicCare Ambulatory Curriculum August 2022
TED Certification August 2022
EpicCare Administration Certification October 2022
Education:
Cambridge College Cambridge, MA
Masters of Business Administration August 2020
Suffolk University Boston, MA
Bachelors of Science- Business Management May 2009
North Shore Community College Lynn, MA
Associates Degree- Accounting May 2006
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