Leah Gray Email & Phone Number

Jackson, MS, US

Farmington Hills, Michigan, US

• The Analyst works side-by-side with our hospital clients to improve the hospital’s Revenue Cycleperformance in key initiatives in the following areas relating to Patient Financial Services and PatientAccess: charge.
• Redesign existing processes for efficiencies and yield improvement
• Drive HealthRise initiatives at partner sites
• Provide proactive and timely communication on deliverables
• Analyze operational metrics/reports to identify operational issues
• Identify process improvement and operational optimization opportunities

Murray, Utah, US

• As an RCM Analytics Lead, I help to identify opportunities to minimize defects and improve process outcomes, while demonstrating an ability to produce customer-ready deliverables. Also, collaborate with back end/front.
• Identify the root cause of operational issues through data analysis of structured and unstructured data.
• Interpret basic data sets and create data analyses to drive desired results.
• Use data to generate key insights including variances to best practice, performance, adoption levels, and pain points.
• Mitigate revenue leakage through change management, lean process improvement, making recommendations for innovative software development, and advanced quantitative analysis on core financial metrics.
• Actively build and participate in the operational rhythm of the business including appropriate communication, insight, and incident management

Port Washington, NY, US

• Troubleshoot and resolve complex issues with high level data analysis.
• Deliver high quality service to external and internal clients.
• Demonstrated working knowledge/experience with Oracle PL/SQL and Oracle Databases.
• Thorough understanding of JSON files and aggregation of PHI data into EVV and ALT EVV systems.
• Meet or exceed production standards and customer SLA’s.
• Follow established standards with queue and ticket management.

Jackson, MS, US

• Collect, analyze, and develop analytical reports, A/R reports and visual dashboards. Monitor monthly charges, collections, rejections, denials and RVU's by department and/or provider. Facilitate presentations regarding.
• Prepares monthly, annual, and ad hoc financial reports and analyses, develops presentations, and recommends course of action to senior management.
• Works with appropriate personnel to analyze and formulate monthly and yearly collection goals.
• Coordinates distribution of plans and reports. Assists the physician revenue cycle director with monitoring of monthly charges, collections, and RVU's by clinical department and by payer by clinical department and by.
• Conducts analysis of special projects as assigned. Coordinates with staff to develop performance data reports to support collection activities.
• Develops special visual dashboards and ad hoc reports from various data analytic systems. Develops performance data reports to support the clinical departments with improving charge entry and collection performance.

23 U.S. Offices, OO

• Provide support for all applications.
• Trouble-shoot, analyze, research, and resolve issues for Users locally and firm-wide.
• Recognize sense of urgency and responds appropriately.
• Communicates and provides appropriate progress and status as necessary to User and Management.
• Document, track, and monitor all issues to ensure a timely resolution.
• Proactively, on a regular basis, tour all floors to be visible to Users and during outage situations in need of assistance.

Basking Ridge, NJ, US

• Triage and resolve trouble tickets related to technical difficulties with various web-based applications.
• Provide technical expertise to ensure applications meet business requirements.
• Analyze current business processes and suggest improvements.
• Reporting any problems, updating and closing of open issues from Trouble Ticket systems, and participating in the testing of new enhancements to ensure they meet end user expectations.
• Verify with the end user that the issue has been resolved and update trouble tickets and Chatter Posts accordingly.
• Monitor #Help Chatter Posts to ensure all posts are closed out quickly.

• Responsible for assuring users are provided efficient and timely first and second level support on a 24×7 basis.
• Performs staff scheduling to ensure Service Center coverage during normal business hours and on-call support as required.
• Manages the Service Center staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
• Provides staff support for administrative tasks and projects relative to operation of the business.
• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems.
• Maintains a central source of information enabling Service Center staff and support technicians to recover outages with minimal disruption to expected service levels.

New York, NY, US

• Understand how to access and interpret data in the Payment Authorization and Data Collect systems. Also able to access and interpret data in Network and Server monitoring tools.
• Utilize technical knowledge and skills to resolve 60% more inquiries without assistance.
• Recognize and react to system performance issues that impact on-line users, applications or batch processing.
• Actively monitor communication circuits and devices for outages, interruptions, errors and patterns of each.
• Actively monitor selected servers and other system devices associated with store and corporate systems, applications and databases.
• Communicate with Computer Operations, Helpdesk and affected users to make them aware of the issue and related consequences.

• Currently serving as a lead technical expert an also participates in or oversees a variety of analytical and technical assignments that provide for problem diagnosis and solutions, documentation, implementation.
• Develops guidelines and upgrade techniques for new operational procedures for the support of databases, hardware systems, operating systems software, network systems software, security and client server systems.
• Administers, implements, and provides technical support of applications and associated hardware used in a client server environment utilizing a specialized set of diagnostic tools with elevated privileges.
• Serves as a liaison between other technical staff, management, users, and vendors regarding service requests, usage, standards, security, and other technical matters.
• Develops specifications to detail what new systems or enhancements to existing systems can accomplish.
• Develops operational, installation, and upgrade procedures, to be used by other staff, for communication systems, hardware, network, security, storage and software

Chicago, IL, US

• Successfully troubleshoot, diagnose and resolve Tier 1 & Tier 2 service and support issues.
• Provide accurate Tier 1 & Tier 2 services and support metric reporting as required.
• Handle the efficient escalation of customer service and support issues to the Tier 3 support team if needed.
• Provides first-level support in the areas of Citrix, PC software / legal software applications, desktop/ laptop hardware and network. Maintain skill level sufficient to provide such support.
• Manage execution of assigned tasks against detailed project plans that facilitate the timely completion of infrastructure objectives and deliverables.
• Discuss with team and provide supervisor recommendation(s) for production support documentation including technical support documents and end-user instructions to supervisor.

Chicago, IL, US

• Provided technical support to users over the phone on both applications and hardware issues as a result of firm-wide upgrade from Microsoft Office 2003 to 2007
• Diagnosed technical issues including problem recognition, research, isolation and resolution steps
• Added information to firm Knowledge Database
• Adhered to department guidelines for logging all calls and escalating to the appropriate channels as necessary
• Provided complete documentation in call tracking software from description through resolution and regular communication of problem status to the internal client
• Verified and ensured customer satisfaction upon problem resolution

Chicago, Illinois, US

• Provided technical support via telephone and email to all end users firm-wide on both software and hardware
• Logged all incidents into HEAT call tracking system
• Maintained and exceeded an 80% first call resolution rate
• Researched and provided confident, accurate solutions to end user problems on a timely basis and acquired and maintained competent knowledge of relevant products, applications, services, current support policies and.
• Provided technical coaching and mentoring to newer team members an assisted colleagues in the resolution of support issues
• Served as a subject matter expert of call center operations as the firm transitioned from localized help desks to a global service desk

London, England, GB

• Served as the first line of support for customers to assist them with any facet of Electronic Sales Processing and retail support
• Addressed procedural and informational inquiries, including electronic method of payment questions
• Engaged in hardware and software troubleshooting
• Escalated customer issues to POS specialists as required; ensured accurate information on all work orders by creating, updating, and/or completing documentation in customer management system
• Resolved escalated issues involving in-depth troubleshooting of advanced system problems caused by hardware or software
• Utilized remote access to re-establish customer based systems

Roseland, New Jersey, US

• Worked with HR & Benefit Services team members including Support, Implementation, Training and technical support in Corporate to answer questions regarding the ADP HR/Benefits Solution and PC Payroll for Windows.
• Resolved issues relating to product capability and client product knowledge ensuring that the client is utilizing appropriate procedures
• Developed and maintained effective ADP/client communications and ensured client satisfaction and improvement in client retention
• Effectively troubleshot, replicated and developed workarounds for client issues
• Researched, designed and modified features to meet client specific needs