TSI was acquired by NextGen Healthcare.Tasks and Skills:• Responds quickly to inbound customer product questions via telephone or email.• Responsible for responding to customer questions regarding the NextGen Patient Portal Add-on module that works in conjunction with NextGen EHR and EPM.• Appropriate follow-up with clients, including proper phone and email responses and documentation in Salesforce.• Efficiently manages multiple support cases at a time, able to balance and determine the urgency of cases and prioritize them accordingly.• Effectively listens to clients and troubleshoots workflow issues utilizing various resources to research product questions to arrive at solutions.• Use my strong problem-solving skills to build my own toolbox of solutions and skills to provide value to our clients.• Created numerous customer support documents to empower clients and help them help their patients.• Proactively updates training materials when new features are released or when defects are discovered to benefit the team’s performance.• Team collaboration and using cross-functional team communications when determining the best solutions for issues experienced by clients.• Reporting software defects and Known Issues when applicable and providing clear next steps to the client.• Maintaining a positive attitude especially when in stressful situations, balancing multiple projects, deadlines, and clients.• Using expert organizational skills and available Microsoft technology to streamline the workload.

Review client data for duplicates, missing values, leading/trailing spaces in cells, organize into sets for loading, create Import documents, set up files according to department protocols, import and validate the import success, note and report variances to the Data Implementation Managers.Building new services for clients within the SaaS platforms as defined within the Import Document.Reset Passwords for internal and external clients for encrypted data transfer services.Ingoing SAML Certificate updates for SSO client accounts.Training new hires within the Implementation Services Specialist team.

Maintain updated information of all study related information to use as reference in daily dutiesEnter new Principal Investigators and new study information into the databaseProvide excellent customer service to all staff and/or board members for document processing related inquiries and/or needsAssist in meeting shipping needs within the departmentWork toward 100% accuracy in work processesProcess all documents, such as Advertisements, Amendments, Continuing Review paperwork, New Investigator approvals, and IND Safety Reports within company standardsExtract necessary information from documents received and transfer applicable informationPerform review (quality control check) of information/documents prepared before submitting it for signature, ensuring that the documents generated are complete and correctWork closely with fellow team members to ensure all incoming documents are prepared within company policies and procedures and all departmental goals and objectives are achieved.

Utilize proprietary software to locate all data and documents pertaining to specific clinical trial review· Accurately and completely enter information in database· Process and transmit work orders· Create and update client account information· Respond to client’s requests for information· Other similar level responsibilities pertaining to the processing of information and documents

Short term project collecting risk insurance coverage and broker information for emerging services. Recorded information on a series of flat file, Excel spreadsheets. Cold called, followed up with potential information sources and preformed Internet searches for details on leads.

Created, maintained and managed a website and blog to promote art and brand awareness.Created a variety of art pieces using digital art, photography, acrylic on canvas and fabric.Displayed and actively promoted art from 2012-2014 at the Lucy Pie Gallery in Cary, North Carolina.Created 138 pieces of art, both physical paintings and digital works, between 2012-2014.Wrote, designed, illustrated and self-published a Children’s Book, The Red Spot, in August of 2012.

Worked with local advocacy groups to petition state-level politicians to enact/change existing mandates, laws or funding to improve disability community opportunities; advocated for children’s fair and adapted education/care in public school.Researched, petitioned the principal and provided resources for educators to acquire funding for creating a sensory room at Dillard Drive Elementary.

Maintain, create and manage all client files. Copy and create forms. Assist in database management.

Developed policy manual for franchise insurance claim processStandardized insurance claim process and internal supply requisitionInterviewed and trained office staffMonitored orders and returnsScheduled and provided minutes for monthly staff meetings