Heather Pfarr Email & Phone Number

Lakeville, Minnesota

Administer all systems that support the Consumer Affairs function. Including the Consumer Response System (CRS) and Enlight Knowledgebase. Maintain tables within CRS and validate/final check data entered by Contact Center Representatives prior to release. Run monthly reports and ad hoc reporting out of CRS. Update Tableau dashboards. Create, update and organize reference information used by entire CA team. Trouble-shoot system issues by working with both internal Help Desk and CRS vendor Help Desk. Assists with training as needed.

Develop, revise and maintain essential reports, mainly using Crystal Reports. Develop and follow processes for analysis of system data for accuracy. Super User for credentialing application, including working as a liaison between the business and IS teams, identifying and requesting system enhancements, developing requirements, testing, training, implementation of application installations and upgrades and day to day troubleshooting. Provide end user support and excellent customer service to 100+ staff in troubleshooting hardware and 10+ software applications. Add and /or delete users, assign s security rights as designated. Coordinate new employee systems access and set up. Participate in planning and testing of disaster plans. Participate in various project workgroups, as needed. Develop and maintain multiple knowledge base sites, using Adobe Robohelp software.

Acted as a Systems coordinator for the Credentialing Department; provided end user support to credentialing team and troubleshoot any credentialing software and hardware issues. Developed ad hoc queries and reports within the Cactus credentialing database for internal and external customers. Developed and revised existing Crystal Reports to ensure data integrity. Performed appropriate testing prior to the upgrade of the credentialing database. Worked closely with IT during the implementation of Epic to ensure data integrity, and developed data entry processes for Credentialing Coordinators. Provided end user support to providers as they encountered errors within Epic as it related to their data and security, worked under tight deadlines, as this was usually a disruption to patient care. Add and/or delete users, assign security rights as designated. Updated the Credentialing team intranet site as needed.