Eager to contribute an exemplary academic background and proven project management capabilities toward supporting a dynamic healthcare organization in optimizing bottom-line performance.
Possess exceptional strengths in cost/data analysis, A/P auditing, billing, and identifying process improvements to fortify cost control and enhance business productivity. Demonstrated success in implementing Kanban and Scrum/Agile software methodologies in a customer support environment, significantly elevating client satisfaction and retention. Substantial client relations and training expertise. Well-versed in healthcare industry rules and regulations inclusive of HIPAA privacy and regulatory compliance. Exemplary technical acumen with proficiency in Microsoft Office, Windows 2000/XP/Vista/Win7, Service Desk Express (SDE), SharePoint, Mercury Quality Center, JD Edwards, Solomon and Showcase applications.
Slashed average support resolution cycle time at NextGen from 60 days to 25 days by introducing Kanban system with established WIP (work in progress) limits and measurable cycle times for analysts.
Initiated use of SharePoint technology at NextGen to improve document management and communication via single access point for internal knowledge bases, hot fix file storage, and discussion boards for Tech Support and Development.
- Identified combined potential operator savings of $515K per year while increasing Foodbuy s revenues by $75K through precise analysis of $5M of annualized purchase volume from MedAssets GPO (group purchasing organization) clients.
- Uncovered $300K of potentially lost revenue opportunities for Foodbuy due to contract discrepancies and data accuracy errors.
- As team leader of Foodbuy s Be-A-Star committee, won first three of five organizational diversity initiatives resulting in a departmental reward of $1,500.
Applied dynamic leadership talents toward overseeing billing quality team at UtiliQuest tasked with documenting standard operating procedures to ensure SOX compliance.
Recovered $305K+ in payment errors for Kroger, $300K+ for Neiman Marcus, $180K+ for Cardinal Health and $8K+ for Kohl s department store in 2004 as A/P Validator for PRG-Schultz.
NextGen Healthcare Information Systems, Inc., Atlanta, GA, 2007 to Present
Enterprise Practice Management (EPM) Development Coordinator
Direct and manage team of development analysts in swiftly resolving tier 3 client support issues related to EPM.
Partner with Implementation Specialists and Project Managers to ensure 100% client satisfaction.
Elevated senior developers productivity and met initial client contact SLAs by introducing new team of development analysts as a temporary solution for an absent tier 2 structure in EPM support department.
Achieve and maintain client-product issue transparency by continuously initiating automated client communication recommendations related to defects, client support status updates, knowledgebase entries and patient safety issues.
Streamlined departmental reporting by tracking aging support tickets, support resolution cycle times and module defect tracking.
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Implemented new hot fix application and documentation process to expedite tracking of client roll-up hot fix applications and improve customer satisfaction.
Foodbuy, Alpharetta, GA, 2006 to 2007
Purchasing Account Specialist
- Conducted in-depth cost analysis on pre-existing and potential GPO clients to illustrate significant cost reductions from participation in Foodbuy s purchasing contracts featuring manufacturer rebates and deviated pricing programs.
- Steered quality control efforts during implementation process of two largest customers, Starwood and MedAssets, in migrating contracts to rebate and pricing term sets.
UtiliQuest, Atlanta, GA, 2005 to 2006
A/R Billing Specialist
Proficiently processed $2.5M+ in weekly, bi-monthly and monthly utility locating invoices for 34 operational centers.
Teamed with contract administrators, IT, and clients to resolve invoice and billing discrepancies.
Played integral role in assembling contracts database to ensure services rendered were within contracted terms and rates.
Miller Zell, Inc., Atlanta, GA, 2005
Inventory & Billing Analyst
Facilitated tracking and reporting of millions of dollars of company and client-owned inventory for H&R Block, Mohawk and Rite Aid accounts.
Successfully billed $50K+ monthly in freight and service fees to H&R Block upon completion of office installations and product shipments.
Exercised keen problem solving abilities to resolve issues pertaining to missing freight and service fees.
PRG-Schultz, Atlanta, GA, 2003 to 2005
Accounts Payable Validator / Audit Data Analyst
Contacted A/R department of client s suppliers to validate potential duplicate or erroneous payments.
Scrutinized account ledgers, invoices, bills of lading and purchase orders to rectify errors and ensure precise data accuracy and integrity.
Prior background includes role as Customer Service Trainer for Peachtree Business Products, Marietta, GA.
Master of Business Administration, Healthcare Management, University of Phoenix, 2008
Bachelor of Business Administration, Business Management, Kennesaw State University, 2004
Post-Baccalaureate Certificate in Health Information Management (in progress),
University of Illinois at Chicago, anticipated completion 2012
Six Sigma Green Belt Certification, Southern Polytechnic State University, 2006
Member, American Health Information Management Association (AHIMA)
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