IT-Driven Patient Services and Support Specialist

Netia Hill

Austin, TX 512-***-**** **********@*****.***

Professional Summary

Customer service and healthcare operations professional with 15+ years of experience supporting medical offices, patient services, and high-volume call center environments. Experienced in EHR systems, scheduling platforms, and remote technical troubleshooting. Google IT Support certified with a strong background resolving system issues, assisting users, and maintaining accurate records in fast-paced environments. Certifications

Merit America • Virtual 05/2025

Google IT Support Professional Certificate (Obtained 04/2025)

● Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certification Additional Skill Development

● Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts

● Getting started with Microsoft Excel obtained 04/2025

● Getting started with Microsoft Powerpoint 04/2025

●

National Institute of Technology 10/2005 obtained Medical Assistant Diploma Technical Skills

● Networking Basics

● Ticketing Systems

● Troubleshooting

● Software Support

Support Skills

● Help Desk Support

● Remote Technical Support

● User Support

● System Navigation

Professional Experience

MTM Transit — Remote

Part-Time Customer Service Representative Jan 2021 – Present

● Coordinated non-emergency medical transportation scheduling for 60–80 daily calls, ensuring accurate trip booking and resolving service issues.

● Meet performance metrics for call handling, issue resolution, and customer satisfaction People's Pharmacy Wellness Center

Office Manager / EHR Training Manager Sep 2014 – Dec 2020

● Managed office operations including payroll, scheduling, and staff coordination

● Provided technical troubleshooting for EHR software, assisting staff with login issues, system navigation, and workflow errors.

● Trained 30+ clinical and administrative staff on Charm EHR system usage and troubleshooting. Balcones Dermatology

Medical Assistant Support / Scheduler Assistant Jan 2007 – Feb 2014

● Assisted physicians with examinations, procedures, and treatments

● Provided patient care support and maintained accurate medical documentation

● Entered surgical data and patient information into electronic medical records

● Triaged patient phone calls to determine appointment urgency and scheduling needs My Eye Site

Front Office / Optometric Technician May 2003 – Jan 2007

● Managed patient check-in/out, scheduling, and demographic data entry

● Verified insurance and processed co-payments

● Answered multi-line phone systems and assisted with patient inquiries

● Conducted preliminary eye exams and provided contact lens training

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