Peter Ralston Email and Phone Number

 Manage workflow and scheduling of daily processing of claims, hearings,and determinations. Assist in overflow workload as needed to investigate and process claims. Conduct hearing preparation calls with clients, prepare documentation and submit to pertinent state agencies. Communicate with customers to insure their satisfaction with the level of service being provided. Act as support for team members  Communicate with management regarding ongoing projects, team performance, and outstanding issues. Test new claims management system and meet with development team to plan and enact needed changes.

 Provide first level support for all clients. Facilitate the restoration of normal service operation while minimizing the impact to the end user. Use ConnectWise ticketing software to track troubleshooting progress and resource management. Identify and establish a method to measure success of each phase of projects and service.  Effectively organize, coordinate, direct and supervise all personnel, vendors and other resources to insure project completion within scope, timeline and budget.Project planning: Develop project scope Specify methods to be utilized during the project implementation Identify all tasks to be completed during project implementation Create a timeline and expected duration for the completion of each task Estimate and allocate resources for the completion of each task

 Develop and maintain production schedule for 30 journals and tabloids and make certain timely delivery/printing/shipping of each on a monthly basis. Work with Art Department with any needed production work, including updates, changes or corrections to advertising and marketing campaign pieces. Using Adobe suite of products, completely preflight incoming advertising to insure that it is press ready. This includes color and font management and printability. Process online advertising and assist IT department in any troubleshooting necessary to get ads created properly and onto the correct web sites in a timely manner. Interface with all departments within the company to insure that workflow is smooth and advertising printing deadlines are met. Maintain database of various graphics, advertising, and jobs handled by our in-house art department

 Act as network administrator, handling user accounts and access to various servers/directories. Act as first point of escalation for all support desk issues Became main liaison between Support Desk and all other business units Established and implemented “Best Practices and Industry Standards” (developed by HDI, but customized to best fit our business structure) throughout the Support Desk in order to maintain world-class levels of service for all internal and external customers. Ensure that the staff was constantly aware of overall departmental and enterprise level goals, and developed processes in order to help them deliver high level of support Coordinate projects for all Support Desk personnel even when spread across lines of business and staff schedules Organize and maintain process implemented for Support Desk functions Produce metrics in order to track performance of staff. Metrics gathered from phone ACD system as well as GWI Call Tracking software and various Lotus Noted databases. Conduct periodic meetings with staff to keep open lines of communication and to update individuals with performance goals. These coaching sessions would help dictate employee career paths as well as foster their understanding of departmental policies and procedures Establish role as head of department under Communications Manger, and acted in her stead when needed. Produce reports for tracking call volumes, staff activities, project statuses, scheduling and productivity of entire department.