Kurt Lancaster Email & Phone Number

• Support core administration software for healthcare payers
• Recognize and analyze problems of high complexity, and communicate findings to customers and product development
• Manage multiple requests with competing priorities
• Conduct root cause analysis and correlation of other system and/or application problems
• Maintain up to date support case records and customer information by utilizing Salesforce
• Troubleshoot WebServices using SOAP UI

Austin, Texas, United States

• Support quality healthcare delivery at 4K clinical sites, providing enterprise software application support, product management solutions, and customer experience improvements for clinicians and patient populations.
• Achieve proactive partnership development with the IT solutions team, organizing 300+ tier 2 cases per month into an issues list of 50 for rapid troubleshooting and issue resolution.
• Address system design and IT infrastructure issues related to changing Medicare guidelines, financial and regulatory compliance issues, and post-sprint bugs, facilitating responsive communications between end users and.
• Resolve 84% of customer issues with SQL-based script and data fixes, de-escalating complex user experience issues related to remittance, balances, line items, HIPAA, and medical coding.
• Collaborate with product teams including engineering and quality assurance (QA), identifying, debugging, testing, and resolving client-facing application issues for 750K+ end users, including patients and providers.
• Improve 2-week sprint release bug and regression support, collaborating with product and development teams on testing and validation, and composing SQL scripts for recurring or ad-hoc reports for sales and marketing.

Austin, Texas, United States

• Emerged as a top performer in IT support services, case resolution volume, delivering customer support directly to client base in response to bugs and application workflow issues.
• Achieved rapid mastery of a SaaS application workflow while simultaneously navigating clinical information, Medicare regulations, and accounting needs.
• Championed quality standards, maintaining daily metrics of 100% issue resolution response times, and prioritizing personal documentation performance improvement.

Austin, Texas

• Led delivery of recreation and leisure activities to a student population of 300+ blind, visually impaired, and Deafblind children and youth.
• Implemented recreation-based training, planning experience immersion for students as well as supporting the ability to further explore activities outside of school with a sighted companion.
• Coordinated interstate transportation for large groups of students and staff, planning special events, community activities, and sports and athletic opportunities such as paddle boarding.

Bachelor Of Science - Bs, Computer Science, Gpa: 3.77

Certificate, Data Analytics

Applied Mathematics