Solution Analyst and Service Support Specialist

CAREER OBJECTIVE

Solution Analyst with *+ years of experience resolving complex service requests, leading teams, and improving customer service. Skilled in issue tracking tools, task prioritization, and problem-solving. Strong communicator with recruitment and time management experience. Multilingual, with a focus on supporting Spanish-speaking clients. Ready to drive efficiency and service quality in a fast-paced environment.

EXPERIENCE

Oracle/Cerner – Solution Analyst, Remote Aril 2022 – January 2025

Responsible for service request investigations and resolution (internal and external clients)

Develop detailed education/knowledge transfer materials for associates and clients

Define input for user needs and solution-specific testing

Investigate, analyze, and provide comprehensive solutions

Analyze verified trouble-tickets and assign a classification (Priority and Severity)

Experience with issue tracking/help desk software

NYC H+H - COVID-19 - Program Associate, Remote June 2020 – December 2021

Trainer for new team members in company policies, procedures, and standards

Organized daily workloads and provided leadership by delegating tasks to the team

Using a targeted strategy, Recruited qualified employees to fill key positions

Establish accounts for new users and assist with password or login problems

Effective client communications in English or translation services in Spanish

Managed employee training and ongoing staff management

Coney Island Hospital – Patient Liaison August 2019 – March 2020

Provided data analytics for data driven communication using technical writing and graph/tables

Maintain patient visit log and leverage Epic appointment schedules for appropriate placement

Directs patients to next available Patient Access Technician promoting collaborative care

Problem resolution to reduce concerns regarding quality of care and/or customer services

Effective communication to patients (written and verbal) regarding wait times

Establish and maintain positive rapport with patients/families/guests and staff

Promote interpersonal relations and teamwork consistent with the Medical Center's mission

Effective client communications in English or translation services in Spanish

EDUCATION

Medical Billing and Coding

Cuny Kingsborough CC

Communication Arts/English

St Francis College

SKILLS

Communication skills

Organized and attentive to detail

Microsoft Office Systems (Word, Excel, Office)

Technology Adaptability

ICD- 10

CPT Codes

HCPCS

Medical Terminology

Insurance Terminology

HIPAA Regulations

Data Entry

Data Management

Electronic Health records

AURORA CARMONA

Solutions Analyst

CONTACT

1362 West Market Street

York, PA 17404

M: 718-***-****

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

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