Clinician Tier 2 Support | SME & QA - FSL First Source Ltd.
(2024-04 - 2026-07)
- Troubleshoot EMR-to-Lab interface issues for 1000+ clients using Masterfiles, Nutmeg, and Clinician tools
- Analyze HL7 rejections in Salesforce: missing data, special characters, order transmission failures, and mapping errors
- Perform Account#, ClientID, and Location mapping to ensure accurate order routing and result delivery
- Load/Update Lab compendium files: ORD, AOE, CPT via Clinician tools to enable new test orders
- Resolve eRx interface issues: DEA/NPI mismatches, Surescripts log research, EPCS enrollment
- Lead as SME & QA. Trained team and maintained quality SLAs after loss of KB in Feb 2023 cyber attack
CARE REPRESENTATIVE - TRANSCOSMOS-VERIZON
(2022-05 - 2023-10)
- Four consecutive months of PERFECT(5 STARS) CUSTOMER SURVEY
- Troubleshooting of cellular data/5g internet slow/intermittent/no signal or reception problems
- Investigate ongoing issue & provide permanent resolution
- Evaluated customer information to explore issues, develop a concrete resolution to eliminate REPEAT CALLS
- Explaining on why their bill went up, Educate & set expectation of their monthly bill
CARE REPRESENTATIVE - AFNI-VERIZON
(2021-10 - 2022-05)
- Identifying the main cause of cx problem & making sure to provide excellent customer satisfaction
- Tracking cx missing package by coordinating through UPS & Fedex
- Troubleshooting of cellular data/5g internet slow/intermittent/no signal or reception problems
- Recommendation of 5G cellular plan & 5g mobile phones that will suit to the needs
CSR - SOLUTRAN INC. HEALTHY BENIFITS
(2019-10 - 2021-10)
- Healthcare Terminology Proficiency: Strong grasp of healthcare language for effective communication with customers
- Insurance Claims Processing: Efficiently navigate and process insurance claims to ensure accuracy and timely reimbursement
- Patient Advocacy: Advocate for patient needs with empathy, ensuring high levels of satisfaction
- HIPAA Compliance: Thorough adherence to HIPAA regulations for maintaining patient information confidentiality
- Problem Resolution: Swiftly identify and address customer issues, applying critical thinking for effective resolution
