I need to have employment by 06/22/2012 or I will have to vacate my house!!!
I have 17+ years in he customer service field with Health Care and government.
I am listing my resume and could use some help.
A financial and customer support professional with 17+ years of successful experience serving and supporting customers. In supporting my clients, I would take any steps needed to resolve their issues with claims submitted for reimbursement. This included analyzing the actual EDI file and contacting clearing house/payers directly to isolate the issue. Payers consisted of Medicare, Medicaid, BCBS, Aetna, UGS, Palmetto and numerous others. I was often recognized by customers and peers for delivering quality service, while creatively developing processes and procedures to increase productivity and cash flow. I enjoy challenges and adapt quickly to new projects and changing environments. I take extreme pride in my ability to solve problems. In earlier positions, I have managed up to ten employees.
KGS K-force Government Solutions, San Antonio, TX 2007 – 2012
EDI Production Support Specialist, Mid-level Security Clearance.
Provide production support for the VAFSC located in Austin, TX. I monitor and process 270/271 Acknowledgement EDI (Electronic Data Interchange) files from all VA Hospitals in the US. To accomplish this, I communicate with the clearing houses Emdeon and MedData, to assist with resolving issues with payers not responding to 270/271 Acknowledgement files. I am part of the support team for the eIV, ePharmacy production utilizing TOAD, JAVA, and Oracle.
NEXTGEN HEALTHCARE INFORMATION SYTEMS, Atlanta, GA 2006 – 2007
EDI System Analyst
In this position, I provided software support for Medical Professional Billing Software.
My responsibilities were to analyze and correct issues with the billing software and also train clients on the setup, procedures and usage. Communicated with clearing houses, processed claims, ERA (electronic remittance advices), trained systems users and generated the bills that went to the primary and secondary payers. Analyzed billing files for Professional Billing to isolate issues causing rejections and made the necessary corrections. I did troubleshooting on the ERA (electronic remittance advices) files that were entered into the system and corrected any errors. Additional responsibilities were to train the end user on the billing and ERA functions of the software
MICHAEL A. ZIEGLER PAGE TWO
SIEMENS HEALTH SERVICES/DELTA HEALTH TECHNOLOGIES, Altoona, PA 1996 – 2006
Customer Support Analyst II
Software support for our Total-Clinical Homecare Software. Provided on-site/telephone training and resolved software issues by communications software, utilizing SQL (sequel) for extracting data, running SQL traces for development, updating stored procedures into databases and setting up ad-hoc queries to extract data via Access, Crystal Reporting and SQL. I was also in a Team-Lead environment to where we had projects assigned and the team consisted of 3 to 6 analysts. My selection for the Group Leader position was ended when all Group Leader positions were eliminated prior to approval.
In our daily role as a Support Analyst, the following steps were followed:
Receive incoming calls via ACD or contact the client by taking a call from our Web Based call monitor and contacting by phone. Identify what the actual issue is by speaking to client.
In the early stages of this position, the software was compiled on a UNIX based system and was loaded onto a RISC or Novell environment. Access IL Monitor and place patches when needed.
Create users and rights. Access clients system, if needed, to proceed with troubleshooting the issue.
After 5 years, the client base was migrated to a Windows Based software, NOVIUS, that was built on an SQL server. Troubleshooting NOVIUS would involve examining EDI Files to isolate error and determine if the issue is a system setup or a development issue. We would perform this by using SQL to write scripts and extract data to identify what the cause was. Run traces to furnish steps of the process for developers to utilize. Perform updates to data, when needed, via SQL and place updated stored procedures on system to correct issues. Perform backups, restore database when needed, setup and utilize triggers (scheduled tasks). Recognized with “Make A Difference” award several times for outstanding customer service, based on customer comments. . During my tenure, at Siemens, my customer satisfaction rating was 99.9%. This was obtained by resolving billing issues for clients and training them on the software. During my time at Siemens, I have had several clients nominate me for special recognition for assisting them through times when they thought there was no end in sight. Most calls would come to me with clients who were very irritated and upset. They knew that I would calm them down, get to the root of the issue and obtain a resolution. These can be verified by calling my manager, Kenneth Haney at 814-937-1598.
ACCENT HUMAN RESOURCES/SATLOC, Tempe, AZ 1994 – 1995
Accounts Receivable/Contract Manager
Maintained Accounts Receivables and Sales Contracts. I was responsible for satisfying and resolving all customer issues. I successfully recuperated $930,000.00 of $1.3 Million in bad debts.
THE HRI GROUP, Division of Home Nursing Agency, Altoona, PA 1993 – 1994
Set up and maintained multiple homecare offices’ medical supply inventory and negotiated prices for supplies with buying groups and was able to reduce purchasing costs by 70 – 80%. Assisted in setting up an IV Infusion Therapy program for Home nursing, maintained the inventory and equipment.
EDUCATION / TRAINING
ASB, Accounting, minor Computer Programming, Altoona School Of Commerce, D/B/A South Hills School of Business and Technology, Altoona, PA
Computer Learning Network, Altoona, PA
Lotus 1-2-3, dBase III+, WordPerfect 5.0, DOS 5.2