• Provide level 1st & 2nd level customer support to internal employees and external clients for all ESONE application systems: Insync, Inscribe, Incommand, Inquiry, Shadowlink, & Shadowprint

• Respond to external and internal customer requests via e-mail, phone and fax

• Setup access for physicians & medical records team

• Answers phone calls and responds to client requests/incidents via Dynamics 360 ticketing system. Collaborates with internal/external clients to reach resolutions

• Consistently provides Best in Class customer service utilizing HDI standards

• Collaborates with internal and external resources to reach resolutions

• Troubleshooting/installing multiple platforms

• Provide platform training assistance

• Setup/removing access for internal and external clients across all platforms

• Troubleshooting ESONE mobile application – Android and iOS

• Knowledgeable area: HL7 Workflow, interface engines, Speech Recognition issues

• Complete customer installations – Shadowlink, Shadowprint via Log Me In Rescue remote session application

• ADT Files configurations using HL7 – setup file transmission directly to client’s EMR.

• Performs HL7 message system to system testing

• Monitors HL7 messages (ADT/Patient appointment files, Transcription Deliveries, Audio dictation files)

• Troubleshooting client computer issues with respect to ESONE applications – resolving installation issues, Windows update issues, .NET issues/updating

• Creating processes/updating documentation on Sharepoint

• Training new hires on level 1 support

• At the height of one of the most trying times of our lives; COVID, I was at the forefront of healthcare and made a significant impact by the work I do daily. We were involved with implementing and supporting the software for the providers to conduct TeleHealth appointments for their patients who could not come into the office.

Additional Departments/Roles:

ID Management Support Specialist (remote) 2017 to present

• Solely manages ID management process for DeliverHealth

• Setups access for new hire & on-boarding users for ESONE & PowerScribe 360 applications

• Adheres to the ID manage guidelines when providing system level access

Dragon Medical Support (remote) 2023 to present

• Provide 1st level customer support for Dragon Medical One Users – Desktop and mobile devices

• Assisting with provider installations – Dragon Medical One and PowerMic Mobile applications via Log Me In Rescue remote session

• Troubleshooting and resolving software and licensing issues

Home HealthCare Assistant

Addus Homecare April 2020-Present

505 IL-21 Ste 102 Part Time – 19 hours/week

Gurnee, IL 60031 Salary: $16,000

847-***-**** x11732

RESPONSIBILITIES:

• Provide daily home healthcare assistance to clients

• Administrative duties include: daily paperwork, monthly client visits, training

Customer Service Associate

Ranstad/Spherion Consulting Services

via AON Hewitt Associates June 2010 to March 2012

4 Parkway Full Time - 40 hours/week

Suite 120 Salary: $45,000

Deerfield, IL 60015 Ok to contact: Yes

Employment Agency

847-***-****

RESPONSIBILITIES:

• Answered medical benefit questions from external business clients

• Enrolled participants in medical, life insurance, 401K plans

• Administrative duties such as: faxing, client profile analysis

• Provided tier 2 support tasks: resolving complex client issues, client call backs for investigation details

Business Analyst

Allstate Insurance March 2007 to October 2009

3100 Sanders Road Full Time - 40 hours/week

Northbrook, IL 60062 Salary: $60,000

James Hamby Ok to contact: Yes

847-***-****

RESPONSIBILITIES:

• Served as the liaison between IT and other teams to complete projects

• Involved throughout the Business Analysis Life Cycle from start to finish

• Partnered with external business clients to gather and create business/functional requirements/designs

• Created testable conditions and executed test scenarios to test application functionality

• Created functional designs and leveraged technical skills to address requirements across several business processes, issues or project requirements

• During my time, I was one of the BA’s involved with the major Automated Mailing Barcode project – which allowed the company to save tons of money on mailing expenses per year.

Enrollment Specialist

CVS Caremark July 2003 to March 2007

2211 Sanders Road Full Time - 40 hours/week

Northbrook, IL 60062 Salary: $45,000

Dawn Eisenhart Ok to contact: Yes

1-888-***-****

RESPONSIBILITIES:

• Maintained a book of business containing over 100 clients in different regions. Some large clients such as: Coca Cola, Georgia Pacific, MLB Baseball teams, etc.

• Made business recommendations to improve the integrity of the eligibility data working with external clients

• Processed eligibility files for company medical benefits

• Investigated and resolved eligibility file issues

• Configured customized interface file formats for clients

• Monitored clients interface connectivity

Technical Support Specialist

Allegiance/Cardinal Healthcare January 2000 to June 2002

2101 She Waukegan Road Full Time - 40 hours/week

Park City, IL 60085 Salary: $40,000

Kim Anderson Ok to contact: Yes

1-847-***-****

RESPONSIBILITIES:

• Provided Tier 1 technical phone support and problem resolution for LAN, Windows PC operating systems, and Mainframe hardware to internal/external customers.

• Averaged 150-200 calls per week

• Investigated software issues pertaining to cardinal.com

• Worked with client’s internal IT to resolve hardware issues

• Worked with TCP/IP configurations

• Set up user groups

• Assisted with user log in issues

• Assisted user with mapping network drives & printer connectivity

• Monitored systems for spikes and trends

• Rotated overnight on-call role

EDUCATION:

• Associate of Science – Computer Information Systems/PC LAN Support

• Certificate in Microcomputers for Business

• Certificate in Office Automation

College of Lake County

19351 W Washington St

Grayslake, IL 60030

• Credited Courses - University of Chicago at Illinois

601 S Morgan Street

Chicago, IL 60607

TECHNICAL SKILLS:

Proficient in:

• Microsoft Suite: Word, Excel, Powerpoint, Outlook, Access

• Completing/troubleshooting computers issues & mobile devices (Android & iOS)

• Software installs, hardware installations/configurations

• Interface/transmission analysis and ADT files in HL7 format

TRAINING/AWARDS:

• HDI Certification

• Universal Certification

• Above and Beyond Award

• Black Diamond Award

• Who’s Who Award

ADDITIONAL INFORMATION:

Due to my passion for helping people, over the past 2 decades, I have been fortunate to be able to work in healthcare and be an asset to companies. Working diligently behind the scenes to ensure patient care is always top priority and never compromised.

Contact this candidate