☨ Provided comprehensive customer support, including product troubleshooting and selection guidance, ensuring high-quality service and customer satisfaction. ☨ Resolved order-related issues through meticulous logistics analysis, improving overall problem-solving efficiency. ☨ Optimized supply chain operations and contribute to team knowledge by developing and delivering customer experience training.☨ Introduced demographic implementation to enhance website customer ordering experience.

☨ Educated new and existing employees on company processes, systems, enhancements, and best practices.☨ Collaborated with stakeholders to assess training needs, leading to targeted development and coordination of training plans. ☨ Created a variety of instructional materials, including e-Learning content and job aids, for diverse training modules. ☨ Evaluated post-training effectiveness, analyzing knowledge, skills, and business impact to refine training strategies.

☨ Developed and delivered comprehensive software and SaaS training programs, utilizing Articulate and Microsoft 365 Suite for effective knowledge transfer to both employees and clients. ☨ Monitored and assessed trainee performance, ensuring successful skill acquisition and progress alignment with program objectives. ☨ Collaborated with department leaders to formulate Standard Operating Procedures (SOPs), ensuring alignment with organizational quality standards.

☨ Provide software application training using a variety of delivery methods including web-based and on-site training☨ Coordinate new customer implementations, providing effective training to maximize use of the software application☨ Manage the project of implementation from start to finish to bring a client onboard☨ Serve as the main point-of-contact for customers during implementation, handle implementation-related inquiries and route other inquiries to the appropriate department☨ Reviews implementations prior to go-live to ensure all tasks are complete☨ Coordinate and conduct reoccurring progress calls with customers and discuss implementation progress, gather feedback, and perform business analysis☨ Develop training materials for all Prime Family Applications as needed☨ Along with the product line manager or director, participate in testing new releases of the product and provide feedback☨ Develop self-help resources for customers (i.e. recorded trainings, upgrade trainings, site reviews, etc.)☨ Serve as Subject Matter Expert (SME) for new features

☨ Regularly engage with clients to ensure they understand the software solutions the Managed Care Master software provides and encourage the use of the tools☨ Monitor calls for accuracy, quality service, and technical skills☨ Provide effective client support and issue resolution via emails, phone calls, etc.☨ Assist clients in onboarding or updating their system☨ Perform product release testing prior to product version releases.☨ Develop online tutorials☨ Coordinate or provides product training for users☨ Serve as client contact and ensure client issues are resolved timely to ensure client satisfaction☨ Work with client leadership in product delivery and issue resolution☨ Supervise and coordinate day to day activities and workflow of Managed Care Group support specialist staff and assists with troubleshooting complex dashboard issues☨ Provide leadership, coaching, motivation, evaluation, and assistance to team members across multiple environments to ensure teamwork and high performance in the accomplishment of all projects and responsibilities☨ Provide ongoing coaching and counseling for improved job performance and correct deficiencies☨ Coordinates training for new and less experienced employees

☨ Provided in-depth support to clients on insurance rejection and denial management and improving their operational processes. ☨ Executed client training on software optimization and ANSI standards compliance, enhancing their system utilization and efficiency. ☨ Utilized QA metrics across department to enhance customer experience expectations.

☨ Maintained data integrity through meticulous management and updating of contact records within Salesforce, ensuring reliable lead generation. ☨ Assisted in marketing efforts by contributing to campaign development and conducting market trend analysis to support informed strategic decision-making.

☨ Via strategic planning with stakeholders, developed and delivered comprehensive training programs for software systems, improving staff proficiency, and optimized hospital resource utilization. ☨ Onboarded and trained billing and patient access associates across various facilities in EMR (Cerner) and billing software (GE Centricity), enhancing insurance, billing, and registration accuracy in revenue cycle management.☨ Refined educational materials based on feedback analysis, resulting in enhanced training outcomes and increased user satisfaction, and employee engagement. ☨ Collaborated with cross-functional teams to support the integration of new practices into the hospital system, and helped implement the successful launch of a new health campus.

☨ Delivered on-site and remote training services to clients during the implementation process☨ Taught live and web-based classes☨ Provided training to client staff on administration and use of EnerGov applications☨ Provided training to new employees on all facets of the EnerGov application☨ Provided go-live assistance to client

☨ Highest Net Promoter Score Q1 2011 retaining above 90% Net Promoter Score for a consecutive three years☨ Conducted Needs Analysis and established performance metrics for clients☨ Provided seamless integrations and support of technology into existing client processes and infrastructure☨ Facilitated Integration Technology training sessions for Client Advocates and Sales Personnel☨ Trained outsourced Quality Assurance Team on call evaluation, performance metrics, and database maintenance.☨ Served as staffing and recruiting services consultant for existing and prospective clients via web-based training☨ Created instructional design strategy for New Hire Customer Care training☨ Developed training curriculum for staffing and recruiting group