Support Representative Operations Analyst

Location:

Dubuque, IA, 52001

Salary:

Can be negotiated

Posted:

September 21, 2021

Contact this candidate

Resume:

Peggy Thill

**********@*****.***

**** ***** **** *******, ** 52001

563-***-****

SUMMARY

I am a highly accomplished, detail-oriented professional with over 23 years of experience as a product support analyst/ customer support representative with outstanding technical support abilities. I demonstrate excellent communication skills and an ability to perform well in a multi-tasking environment. I have proven top-notch organizational skills with an emphasis on streamlining processes and procedures for enhanced productivity and efficiency.

EDUCATIONAL HISTORY

East Dubuque High School, East Dubuque, IL Diploma: Received 1978

EMPLOYMENT HISTORY

Duluth Trading Company, Dubuque, Iowa 2019-Present

Position Title: Floor employee

Responsibilities-

Pick and pack merchandise, initiate orders for shipping. Successful in learning all of the responsibilities within the warehouse, can move to any department or where help is needed to fill orders. Completed inventory and stocking request. Analyzed returns to return back to inventory. Manually unloaded trucks when help was needed. Training of new employees.

PBS Systems Group, Dubuque, Iowa 2017-2019

Position title: Customer Service Representative

Responsibilities-

Key liaison for auto dealerships needing software support for forms and data.

Assist in troubleshooting, and providing analytical data to dealerships

Utilized phone and organizational skills to support clients

Mckesson/ Med3000, Dubuque, IA: 2009- 2017

Position title: Med3000 Product Support Analyst/ Customer Support Representative

(Mckesson bought Integrate/ Med3000 in 2009)

Responsibilities-

Key liaison between McKesson customers (clinics, hospitals, medical agencies) needing software support to transmit their electronic health records and claims electronically to Insurance companies.

Worked with all areas within McKesson/ Med3000 in resolving client reported issues (CRM), serving as an ambassador to the customer base

In-depth knowledge of information technology systems, system applications, monitoring tools and techniques, and providing direct software support to customers

Assisted in troubleshooting, and providing analytical data to clients and Insurance companies

Extensive knowledge of server concepts and application development framework

Comprehensive knowledge of information modeling tools and standard computer operating procedures

Ability to work in a dynamic environment and handle multiple tasks to meet deadlines

Responsible for documenting operational and installation guidelines for the client base

Assigned the tasks of identifying and diagnosing system failure and application issues

Handle the tasks of maintaining system applications and conducting quality assurance testing of system applications issues and assist in training

Responsible for handling administrative tasks as required

Integrate/Med3000, Dubuque, IA: 2004-2009

Position title: Med3000 Product Support Analyst/ Customer Support Representative

Responsibilities-

Med3000 software support for clinics and hospitals throughout the US to transmit electronic healthcare records and patient claims to Insurance companies

In-depth knowledge of information technology systems, system applications, monitoring tools and techniques, and providing direct software support to customers

Assisted in troubleshooting, and providing analytical data to clients and Insurance companies

McKesson/Relay Health, Dubuque, IA: 1996 to 2004

Position title: Mckessson Practice Management System Technical Support/ Customer Support Representative

RelayHealth Implementation Analyst

RelayHealth Tier 2 Research and Analytic Customer Support Representative

RelayHealth Tier 1 Call center Customer Support Representative

Responsibilities-

Started on Tier 1 in the call center taking RelayHealth (clearinghouse division of Mckesson) client phone calls

Worked in a fast-paced environment assisting software companies in transmitting electronic patient claims to Insurance companies

Assisted in transmitting remittance advice back to hospitals and clinics

Moved to Tier 2 Research and Analytic Representative where responsibilities included assisting Tier 1 representatives with research, obtaining detailed analytical data to ensure claims and remittance advice were received in a timely matter, and working in a fast- paced environment to meet the needs of clients and customers.

Moved to RelayHealth Implementation Analyst where responsibilities included working with insurance companies on enrolling new clients, resolving major remittance advice discrepancies, and implementing policies and procedures to make sure that clients do not encounter future problems in receiving payment.

Moved to Practice Management System Technical Support- Mckesson

Responsibly shifted to phone and technical support for a hospital/ clinic client base that use Practice Management software systems

Assisted in troubleshooting within the Practice management software system to ensure that Insurance companies received electronic healthcare records and electronic patent claims in a timely matter

Other Previous Employment history:

Nordstrom Industries (distribution center packaging merchandise) 5+ years

TRAINING AND CREDENTIALS

Dale Carnegie Course

HIPAA compliance accreditation

ANSI 5010 & 4010

ICD9/ ICD10

SQL database

EHR and PM systems

Hospital & physician based knowledge for claim files

REFERENCE’S

Kim Martens- Friend/ Previous co-worker