Administrative Assistant Support Analyst

Jacqueline T. Lopez

***** **** ***** **, *******, GA 30228 678-***-**** *****************@*****.***

PROFILE SUMMARY

Accomplished, self-motivated, and enthusiastic professional with recognized strengths in problem-solving, troubleshooting, training, and SDLC project management in hardware and software implementation. Expertise in application design, development, deployment, implementation, testing, and maintenance of Enterprise and Web applications. Well-versed in planning and managing multimillion-dollar projects aligning business goals with technology solutions to drive process improvements, competitive advantage, and bottom-line gains. Skilled in facilitating client training and product demonstration. Expert in agile and waterfall project management methodologies. Known for the ability to produce high-quality deliverables that meet or exceed timeline and budgetary targets.

CORE COMPETENCIES

Develop, plan and conduct various software analysis and product training documentation

Create and implement strategies to correct clients’ billing and increase department revenue

Well-versed in managing/developing staff, promoting teamwork and encouraging innovative ideas

Skilled in gathering user feedback on the accuracy, efficiency, and functionality of the system

Efficient and detail-oriented with critical thinking and problem-solving skills to resolve issues

Exceptional verbal and written communication skills to interact with diverse teams and clients

Excellent presentation skills to present complex information to both large and small audiences

Familiar with EDI ANSI X12 Formats including 835, 837, 270/271, 276/277, and 278

Proficient in MS Office Suite, SQL Server, WebEx, Ultra Edit, and Networking Thin and Fat Client

SKILLS HIGHLIGHTS

Custom Software Development EDI Resource Development Systems Engineering

System Migrations/Integrations Enterprise-wide Implementations Requirements Analysis

Business & IT Planning ROI Analysis, Costing & Budgeting Project Scheduling

Testing/QA/Rollout/Support Process Improvement Vendor Management

Cross-Functional Supervision Team Building & Mentoring Client Relations & Presentations

PROFESSIONAL WORK EXPERIENCE

Nextgen Healthcare, Atlanta, GA, Remote Oct 2021 – Present

Director EDI Implementation/Support

Create high-quality performance indicators to encourage and monitor ongoing development.

Ensure that high-quality service is consistently provided across all departments in an integrated way.

Develop and put into effect new regulations to facilitate the process of implementation and support.

Partner with sales to gain a thorough understanding of client needs and to proactively offer the best possible customer care and implementation solutions.

Support, mentor, and inspire the team members to provide superb client care.

Monitor vendor billing issues and comments for reporting and to guarantee client satisfaction.

Work together and track future roadmap items and development with the product solutions team.

Provide coaching, mentoring, and feedback to team members to maximize productivity and assist with the career path.

Develop best practice documentation and client implementation and support guidelines for internal teams to use during implementation and post-go-live support.

Nextgen Healthcare, Atlanta, GA, Remote Oct 2016 – Oct 2021

Manager EDI Realtime Solutions

Hired, coached, and mentored team members.

Edited, authorized and reviewed team member Time & Attendance.

Managed and approved client monthly billing of 1.2 million monthly.

Reviewed department KPI to measure staff performance and to identify the need for improvement.

Analyzed call volume to ensure staffing is adequate using ACD reports and ACD monitoring software.

Assessed assignments and responsibilities to make practical adjustments for effectively supporting client need.

Developed/maintained a departmental Escalation policy to ensure complex customer issues are resolved timely.

Drove the onboarding and implementation processes for multiple EDI Eligibility Solutions.

Created standard operating procedures to ensure efficiency and team meets support SLAs.

Served as a liaison across the IT Software Solution teams and collaborates with various IT team members (team leads, developers, business analysts, etc.) to complete software initiatives.

Reviewed and documented business requirements and assessed impact of changes to existing systems increasing the amount of data captured on each sale by 33%.

Nextgen Healthcare/QSII, Atlanta, GA, Remote July 2014 – July 2016

Team Lead-Real-time Services

Streamlined the implementation process to develop a more efficient implementation turnaround from 5-6 weeks to 1-3 weeks.

Worked with development and QA on product solutions and enhancement to cultivate product growth.

Monitored team member workload and devised a plan for success.

Facilitated product demos for potential new large clients with a 100% success rate.

Worked with the sales team, support department, development, and vendors to ensure that escalated issues are resolved in a timely manner and to customer satisfaction.

Created guidelines and documentation for Real-time implementation and training.

Trained new department employees and internal staff on RTS functionality and troubleshooting.

Maintained product expert knowledge of RTS and Integrated payment for product growth and enhancement.

Provided monthly billing reports for all Real-time Service client invoices and handled large client’s implementation and escalation.

Worked as the SME with QA to perform software test in the QA environment to identify any software defects.

Participated in integration testing, functionality testing, and regression testing.

Nextgen Healthcare/QSII, Atlanta, GA, Remote Aug 2008 – July 2014

Claims System Analyst (Real-time Services) Integrated Payments

Maintained and facilitated client enrollment for X12 transactions.

Served as initial point of contact for Implementation and technical-related issues.

Configured the Real-Time Transaction Server client applications ensuring deliverables are met.

Trained client on Real Time Server functionality and troubleshooting.

Formatted and read X12 data for 270/271, 277, 277CA, and 835.

Hosted and presented National Realtime Solutions, Merchant Services and, Patient Portal webinars.

Developed and planned training documentation and troubleshooting guides for RTS.

Maintained Provider 270/271 enrollment and implementation status in HIPPA desk, SDE, and internal tracking system TEDI.

Utilized product knowledge of RTS and Merchant Services to offer software enhancements, suggestions, and product improvement.

Provided escalation support to Merchant Services and RTS and tested new development changes.

Closely worked with development and merchants’ vendors to provide input for product usability and supportability to ensure software defects are resolved, enhancements are elevated and customer needs are met.

PracticeWorks Inc., Atlanta, GA May 2000 – July 2008

Implementation and Training Coordinator/Project Management

Worked with 20-plus sales professionals covering the Western and Central Regions of the United States.

Responsible for implementing more than 200 individual and national accounts quarterly.

Served as the initial point of contact and effectively solve client challenges during the implementation process.

Maintained quality control/satisfaction accounts, constantly seeking new ways to improve customer satisfaction.

Created new processes to streamline the implementation and delivery of client products.

Implemented and coordinated the shipment and installation, of the digital imaging products’ ability to meet all deliverables.

Scheduled and conducted online training, data conversions and configuration for practice management software such as Softdent, PracticWork, Othotrac, and Orthoware.

Supported the sales team with the implementation of new and existing accounts, scheduled client upgrades, and partner with the training team to meet training objectives.

Technical Support Analyst

Provided 1st and 2nd level technical support to Ortho and dental clients nationwide.

Troubleshot and resolved customer or technical-related issues in a timely manner.

Researched problems with the internal processing system, external clearing houses, or outside business associates.

Researched and resolved highly complex customer issues accurately and timely while meeting and exceeding company standards.

Presented software functionality to clients at Tradeshows and User Group Meetings.

Documented issues, resolutions, and change requests in the call center database (CRM).

Administrative Assistant

Served as Assistant Vice President of E-commerce with daily operations.

Promoted E-commerce sales with an emphasis on integrated web services.

Handled sensitive confidential matters, including disciplinary proceedings privileged communications and records.

Managed and maintained client access database and salvaged relationships with key clients to prevent attrition.

Assisted with marketing and promotional ads for mass mailer and mail merge.

EDUCATION

Sullivan University, Lexington, KY 2011

Master of Science (cum laude) in Managing Information Technology

Dean’s List: GPA 3.43

Clayton State University, Morrow, GA 2008

Bachelor of Science in Healthcare Management

Honor Student GPA 3.23

OTHER ACTIVITIES

Presenter at the annual User Group Meeting and Conferences

Member of WEDI and CAQH Core

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