Clay Russell-Project Management, Technical Support & Customer Service

Clay R. Russell

*** ******** **., ******** ** *0422

859-***-**** (cell)

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

Providing quality account management, project supervision, customer service, and technical support

QUALIFICATION HIGHLIGHTS

· Experienced Project Manager, completing all phases of planning, implementation, documentation, and support.

· Effective in working with Sales, Customer Service, and Billing Departments for complete customer care.

· Ten years of Customer Service in professional call-center environments.

· Skilled support in sales and marketing, including telephone lead generation and development of sales materials.

· Outbound calling experience in market research and fundraising.

· Familiar with office and clerical responsibilities, policies, and procedures.

· Help Desk Analyst for software and hardware support (inbound).

· Proficient in the use of Microsoft Office products (including Word, Excel, Project)

SKILLS/KNOWLEDGE

Account Administration Call Monitoring Claims Billing /Coding

Claims Processing Contracts Customer Service

Customer Relations Customer Training Data Entry

EDI 837 Claims EDI 835 Remittance Help Desk

HIPAA Compliance Information Security Macola Orders

Management Systems Medical Terminology Medicare Part A

Microsoft Office Suite Product Testing Programs Testing

Project Management Quality Assurance Sales Support

Shipping Software Support Staff Supervision

Staff Training Sub-contracting Systems Implementation

System Testing Technical Support UNIX/AIX

PROFESSIONAL EXPERIENCE

LockNet LLC, Nicholasville, KY

Project Manager/Account Administrator

January 2007 - March 2008

· Managed installation of electrical entrance locks on 600+ storefronts in California for a large new customer.

· Entered, edited and supported orders using the Macola order system.

· Implemented hardware in several beta locations and used test data to guide the total store installation for 2007.

· Coordinated hardware with a card access control vendor and maintained an aggressive installation schedule.

· Managed sub-contractors in all areas of the state and confirmed deliveries, scheduling, and installation of product.

· Participated in developing, coordinating and monitoring the deployment and success of service solutions for client.

· Met regularly with client’s senior management and other vendors for review of project status and completed sites.

· Sent information updates and answered project related questions by email to customer, vendors and installers.

· Assisted in the billing process, reviewing installation and service charges and ensuring timely and accurate invoicing.

· Worked closely with lock vendor to improve product quality and identify alternate hardware solutions where needed.

· Assisted in the training and performance review of customer service representatives assigned to this customer.

· Answered customer questions regarding additional products and worked with sales manager to ensure prompt response.

· Helped IT manager in the design and distribution of automated weekly reports and metrics to the customer.

· Aided IT in the modification of order entry procedures to increase the efficiency of input and distribution of orders.

· Assisted in the preparation of project reports and product details for website access by the customer.

Palmetto GBA, division of Blue Cross Blue Shield of South Carolina, in Durham, NC

Member Service Representative, Medicare Part A

November 2005 - November 2006

· Processed 60-80 telephone inquiries daily in a call center for Medicare Part A.

· Reviewed claims for accuracy in billing, using ICD-9-CM, HCPCS, CPT-4 and appropriate revenue coding.

· Assisted providers with resolving claims issues while completing insurance follow-up and claim adjudication.

· Provided research assistance in the use of UB-92/04 Manuals, Medicare On-line Manuals, Medicare Bulletins, National Correct Coding Initiative, Medicare Local Coverage and National Coverage Determinations, and on-line tools available through the local Medicare Fiscal Intermediary.

Companion Technologies of North Carolina, division of Blue Cross Blue Shield of South Carolina, in Durham, NC

System Support and Customer Service Specialist - II

1997-2005

· Provided advanced level IT support to medical software users at over 200 physicians’ offices and hospitals.

· Troubleshot, trained, researched, and assisted with quality testing for medical practice management software (PMS) including patient management, accounts receivable management, appointment scheduling, HIPAA- compliant electronic (EDI) billing, electronic patient statements, comprehensive reporting, and historical archiving.

· Worked frequently with implementation managers to provide necessary telephone support during installations.

· Uploaded UNIX-based product patches and updates to client systems.

· Assisted in the training and performance review of entry-level customer service representatives.

· Completed extensive testing of program changes and new software releases prior to implementation.

· Trained extensively in the Walt Disney World model for Customer Service (MAGIC).

· Familiar with all aspects of HIPAA compliancy.

Companion Technologies of North Carolina

System Setup Specialist

1995-1997

· Configured, loaded, tested, and completed hardware and software setup for UNIX-based computer systems with the company’s medical practice management software. Setup included servers and peripherals.

Companion Technologies of North Carolina

Telemarketer and Sales Support

1992-1995

· Provided telephone contact, initial sales proposals, cold calling, and impact calling as a telemarketer for the Sales Manager’s Administrative Assistant.

· Designed, produced, and distributed flyers, brochures, and other marketing materials to prospective clients.

· Developed leads and generated reports on prospective clients for regional sales representatives.

FGI Research, Durham, NC

Telephone Specialist

1991-1992

· Performed telephone interviews and data collection for pharmacological, television, and general product research.

University of North Carolina at Chapel Hill, NC 1984-1988

Bachelor of Arts in Journalism and Mass Communications

References are available upon request.

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