Service Desk Analyst

HENDRIA MOORE

Address: **** ****** **. *******, **. 30034 Email: *********@*****.*** Phone: 404-***-****

SUMMARY OF QUALIFICATIONS

Relational Skills: Organized and detailed oriented, multi-tasking, team-player abilities, positive disposition, and highly motivated, professional attitude, has a passion for people, excellent communication skills and types 50 wpm.

Applications: Basic computer skills (Microsoft Word, PowerPoint, Excel, Access, and Outlook). Familiar with company platforms (FCMS, DCMS, Pre-Care, Pin Utilities, Live Time, Interactive Client, IDX, GPMS, GPR, EEMR, Lotus Notes, ChartMax, ITSM, Citrix, Directory, SailPoint, Active Directory, LogMeIn, Duo Multi-factor authentication, Imprivata, Dragon, Teams, Epic Cadence, Resolute, and Prelude) Familiar with company telecommunications software (Cisco, and Jabra) Five9, Familiar with monitoring software (NICE Interaction Management).

EMPLOYMENT HISTORY

04/23 – 09/23

SERVICE DESK ANALYST II, HCTEC Atlanta, GA.

Assisted with all confidential information pertaining all patient's information within different hospital facilities.

Executed the required technical work in order to bring about a resolution to the initial issue.

Diagnosed, assessed, and found remedies for routine, moderate, and complex Level I service incidents which deviate from planned or expected information system behavior.

11/18 – 04/23 Atlanta, GA.

EPIC SERVICE DESK ANALYST TIER 1, HCTEC

Tier I Help desk assisting all Healthcare clients and Employees with general day to day technical issues utilizing company platforms to assist End users with troubleshooting general needs with unlocking locked accounts and resetting passwords when applicable.

Triage End users issues to and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2.

Uses client provided knowledge base and client specific procedures to resolve issues.

Create Incidents and service requests via Cherwell.

Troubleshoot to resolve end user's issues to obtain FCR.

Accurately documents support requests and actions performed to remediate or escalate the ticket.

6/17 – 11/18

CONTACT CENTER SPECIALTY SCHEDULER, CHILDREN’S HEALTHCARE OF ATLANTA

Schedules for 28 Multispecialty and Subspecialty divisions.

Schedules appointments from generated referral shell within patient accounts.

Works closely with clinical nurses and providers within each division when needed corresponding via emails and EPIC Inbaskets messages.

Place calls back to parents after receiving confirmation via Inbaskets message from Multispecialty Clinic Nurses.

11/16 – 6/17

REFFERAL COORDINATOR, CHILDREN’S HEALTHCARE OF ATLANTA

Faxed, scanned, and processed referral requests and supporting documentation for CHOA pediatrics divisions.

Renamed referrals to patient’s chart for providers and sorted to designated divisions.

Attached referrals to patients charts for providers to view before and during patient’s visits.

Take inbound and make outbound calls to assist with confirming faxes transactions being received.

Assist with clearing out referral work queues within EPIC.

02/16 – 11/16

ADMINISTRATIVE ASSISTANT DEPARTMENT OF NEPHROLOGY AND EMORY HEALTHCARE, CHILDREN’S HEALTHCARE OF ATLANTA

Mailed, emailed appointment reminders to parents. Fax attempt letters to provider’s office for parents who are not able to be reached.

Worked closely with nurse’s and providers within the division to assist with coordinating meetings.

Built and maintained providers schedules accurately in EPIC- Cadence.

Reviewed scheduled request received via email correspondence.

Template built and maintained the Provider Pattern Library and Pattern Release Calendar when appropriate.

Maintained calendars and prioritized meeting invites and requests for Director.

Responsible for room reservations, event planning ordering for candidates and staff need for Emory Expense and Reimbursements.

Saved Emory food and travels receipts to scan for expense reimbursements.

Trained colleague in administrative role for the division of Pediatric Nephrology.

06/15 – 2/16

CONTACT CENTER SPECIALTY SCHEDULER/ JUDSON L HAWK CENTER FOR CRANISOFACIAL DISORDERS, CHILDREN’S HEALTHCARE OF ATLANTA

Schedules for 24 multispecialty and subspecialty divisions.

Coordinates and manages referrals of each division before appointments are scheduled.

Schedules patient appointments, collects and confirms patient demographic along with insurance information as required. Aware of insurance authorization needs and follows department policies on establishing appointments that do not have confirmed authorizations.

Mailed, emailed appointment reminders to parents. Fax attempt letters to provider’s office for patient whose parents are not able to be reached.

Confirmed if referrals have been received before appointments are scheduled with parents and doctor’s offices, communications and resolved any conflict about daily schedules.

Communicates to parents and outside provider’s office assisting in appointment being scheduled with any instructions related to appointments.

Works closely with clinical nurses and providers within each division when needed corresponding via emails.

I was the go-to person for troubleshooting PC issues within my department and assisting with resolving issues that arose.

Assist with call escalations within Judson Hawk, Children’s Physician Group and Customers Resource Representatives when trainer is not available for their divisions.

12/12 – 06/15

CHILDREN’S HEALTHCARE OF ATLANTA / SCHEDULER (CHILDREN’S PHYSICIAN GROUP)

Schedules patient appointment collects, confirms patient demographic along with insurance information as required. Aware of insurance authorization needs and follows department policies on establishing appointments that do not have confirmed authorizations.

Confirmed and schedules with parents and doctor’s offices, communicates and resolves any conflict about daily schedules. Communicated to parents and outside provider’s office assisting in appointment being scheduled with any instructions related to appointments.

Utilizes computerized scheduling system capabilities, assists in identification of ways to improve scheduling process. Completed quality assurance call for all scheduled patients.

Perform peer to peer reviews every month using the company monitoring system NICE.

Specialty referral coordinator for Judson Hawk 23 division subspecialties.

Assist Contractors, Director’s and Administrative staff on departmental policies and procedures.

Cross trained most of the newly hired Schedulers in standard departmental procedures.

01/11 – 05/13

EMORY CHILDREN’S CENTER (CHILDREN’S HEALTHCARE OF ATLANTA)

PATIENT SERVICE COORDINATOR II

Schedules patient’s appointments via patient phone calls while reviewing and uploading patient’s demographics registration in EPIC when applicable.

Reviewed insurance and primary care information via insurance verification system or contact insurance carrier to obtain eligibility benefits to take appropriate actions while scheduling.

Scheduled for 7 different subspecialties within Emory Children’s Center. Perform daily duties in a timely manner using Copier/Printer/Fax also Mailing out new patient packages and directions before end of day.

09/09 – 01/10

EMORY HEALTHCARE

PATIENT SERVICE COORDINATOR I

Provided high level customer service experience in a high-volume call center averaging 100 calls daily.

Scheduled patient’s appointment via patient phone calls while reviewing and updating patient’s demographics registration in IDX when applicable.

Registered new patients not registered within Active Integration in IDX and prepare Medical Records.

Reviewed insurance and primary care information via insurance verification system or contact insurance carrier to obtain eligibility benefits to take appropriate actions while scheduling.

Discussed financial policies and counseling with self-pay patients before transferring for additional support from our departmental Financial Counselor.

Completed initial training program along with annual Recertification through Central Casting.

Crossed trained new employees for PSC I positions for departments of Neurology and Psychiatry.

EDUCATION

PRESENT

DEKALB TECHINCAL COLLEGE

CLARKSTON, GA

BUISNESS AND OFFICE TECHNOLOGY

2001 – 2003

GEORGIA PERIMETER COLLEGE

CLARKSTON, GA.

2001

DIPLOMA, SOUTHSIDE HIGH SCHOOL

MAGNET PROGRAM- COLLEGE/VOCATIONAL PREPRATORY SEAL

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