Joseph Linhardt Email & Phone Number

Directed development of Valorem’s internal Resource Management System software, resulting in numerous functional and QOL upgrades. These upgrades directly impacted project managers and senior leadership, allowing greater visibility into project planning, budget, and staffing data.Utilized Power BI, SQL, Power Automate, SQL and various other tools to gather and analyze data. I would then craft standardized and customized reports, uncovering trends, critical project issues, data, feedback, and solutions to senior leadershipWorked with internal stakeholders and senior leadership to gather feedback and drive development of business policies, processes, and tools to streamline key business processes and workflows, ensuring positive outcomesAssessed and approved new client project contracts, spanning a diverse range of values from $5,000 to over $12,000,000.Created and evaluated project staffing plans for all upcoming client engagements, ensuring the deployment of the most qualified personnel for each project.Deployed and maintained an employee skill/competency tracking system for over 500 employees, to provide transparency around career paths and easy visibility into employee skills and competencies.

Reviewed and ran reports on SQL databases, updating and correcting data as needed.Worked directly with therapists, supervisors and directors to troubleshoot software issues, discuss software capabilities, limitations, and defects.Consistently exceeded support ticket closure goal, and maintained the highest client satisfaction score on the support team.Developed triage policies and guidelines between the different layers of the support team, creating a Triage layer and Backlog layer. This allowed for more efficient processing of support tickets.Logged issues and defects with the JIRA platform, and worked with developers and engineers to resolve them.

Kansas City, Kansas, United States

Reviewed and handled over 70-100 new tickets each week, and consistently exceeded ticket closure goals by 25%-35%.Designed and implemented new training courses and procedures for new analysts, decreasing training time and increasing new hire performance.Extremely proficient in CCL and SQL queries, joins, updates, and adhoc reports.Highly proficient in and can troubleshoot Pathnet General Lab and Microbiology user applications (Accession Result Entry, Microbiology Result Entry, Department Order Entry, Quality Control, etc), Reviewed and provided troubleshooting for HL7 interface errors, as well as MDI/IBUS laboratory instrument interface errors.Highly experienced in the building and maintaining of Pathnet General Lab and Microbiology orders (including PowerPlans and Order Sets)Provided direction and oversight regarding Pathnet design and capabilities to hospital laboratory directors, provided configuration feedback, and assisted in configuring client sites accordingly.Worked directly with clients via phone call and video screen-sharing to investigate and resolve client issues with Cerner Pathnet Laboratory software.Worked with software engineers to identify software defects and provide resolutions to clients.Served as a “triage resource” for less tenured associates to send more difficult tickets for feedback and assistance.

Olathe, Kansas

Multi-tasking and queue management, resulting in successful handling and paying an average of 35-40 new claims each week, while assisting others with their claim load as well. Personally authorized for payments of up to $25,000 without approval, typically paying an average of $150,000-$400,000 per month.Performed coverage investigations, documented claims, and resolved them in compliance with the customer’s policy, and state law.Developed and led auditing programs for classes of new adjusters, resulting in an increase in customer satisfaction scores, claim accuracy, and employee retention.