Work with with Problem, Incident and Change Management to reduce calls to service desk and unplanned service disruption. Root cause analysis using 5Y’s and A3. Facilitated Change Advisory Board (CAB), eCab and Service Outage Analysis (SOA) meetings. Approv/reject RFCs according to internal processes and document in activity details. Created and edited Service Now reports, metrics and PA dashboards. Completed ITIL Foundation certification 2017. ITIL V4 Service Operations trained. Matured ITIL Problem Management from a 1.6 to a 3.8. Introduced ITIL and Lean processes to the Allina IS departments. Thorough upgrade testing experience of ServiceNow Problem Management module. Assist in the roll out of Daily Management System (DMS) to Allina IS departments.• Extensive knowledge in ServiceNow reporting, dashboards and work queues.• Approve/Reject submitted RFCs.• Completed ITIL Foundations III and ITIL Foundations IV• Root cause analysis using 5Y and A3• Matured Problem Management process from 1.6 to 3.8 using CSI Continual Service Improvement• Upgrade testing of ServiceNow Problem Management module.• Facilitate CAB, SOA and eCab meetings.• Reduce future disruptions by using proactive problem management.

Provide client software support to approximately 125 physicians and clinics throughout the United States offering highly valued solutions to clients logged service requests. Completed all phases QA testing on Cerner Ideal Practice Management for patches, release and customized programs. Maintained all software subscriptions for multiple software solutions within Cerner, such as Powerworks PM, Ideal, Wisdom and SPM. Mentor professional development of customer service representatives. Provide training to clients for newly developed software programs. Work with vendors such as APEX, Emdeon, Relay Health, and Gateway EDI/Trizetto to determine claims issues. Certified in Ideal and Cerner Practice Management (CPM).• Earned several awards for converting hospitals and clinics to the new CMS1500, 5010 and UB04 government mandates within the published time frame.• Completed 12 software release cycles on time and with minimal defects.• Technical expert for conversion of ANSI standards from 04010 to 5010, 837/835• Load newly released programs and patches on to practice hosted AS400 servers.• Escalation coordinator keeping track of change logs, defects and customer requested enhancements. Performed system builds for new and existing clients.• Wrote, revised and published quality assurance documents such as, functional specification, unit test plan, code review, regression test plans, beta acceptance criteria’s.• Completed all aspects of quality assurance testing on the Ideal Practice Management Solution and was asked to quality assurance test Cerner’s new CPM solution before general release.

Member of a team that focused on reporting AR to upper management using various tools, along with monitoring bad debt and high dollar accounts. Kept Medicare expenses down, by delivering accurate Medicare cost reports resulting in a refund for 3 years. Regularly attended regulatory Medicare audits and JCHO inspections. Created a program that assisted patients with no insurance to qualify for state Medicaid. • Saved over $12 million in self-pay charges by assisting patients with Medicaid applications. Resulting in a satisfactory payment on accounts. • Built from the ground up the Medicaid assistance group. What started out as an idea turned into a 4 person group saving Fairview thousands of dollars.• Completed the Medicare Cost Report for Fairview Southdale Hospital and successfully received a refund all 3 years. • Created resolution to JCHO audit point for admitting documentation resulting in a satisfactory rating upon completion.

Outstanding member of the Transplant Billing team. Billed using contracts between hospital and payer. Verified million dollar patient accounts for accuracy on hospital, physician and lab charges. Maintained efficient and up to date follow-up queues. Worked follow-up and collections making sure certifications and authorizations were obtained. Created, edited and revised bad debt, Medicaid, Medicare and commercial insurance reports. Worked on a team that collectively brought down Fairview AR days substantially when electronic billing was not common place. • Transplant billing specialist working with Medicaid, Medicare and commercial insurance. • Verifying payments received are according to agreed contract• Reduced AR days• Expert in hospital, clinic and physician billing ensuring accurate and timely billing.• Assisted in the conversion patient account from Unisys to PACE. • Created resolution to JCHO audit point for admitting documentation resulting in a satisfactory rating upon completion.

I started at Berger as a Secretary and was promoted to Customer Service provide inside sales and quotes to the special products/electronic division of Berger/Allied. I had dedicated clients such as Unisys and Medical Graphics. My job was to create a fair price for the drivers but a price that the client was comfortable with.My greatest achievement was to take a blue print of a packaging system from Bemis and piece it in to a sketch of a truck, price it out and get it shipped down into Mexico.

In my role as Sr. Administrative Assistant I was in charge of the runnings of the Engineering department. This department contained approximately 100 employees. I performed the general day to day administrative tasks. During my employment I was able to create and merge a complete electronic status report compiled from the 5 department heads and submit to the Vice President.