Ryan Pedersen Email & Phone Number

Decatur, Ga, Us

As a Senior Technical Architect at Inovalon, I serve as a primary subject matter expert for the Inovalon Converged Analytics, QMRM and Converged Data Ingestion applications, assisting clients in overcoming HEDIS and state regulatory reporting hurdles. Additionally, I design and build custom solutions to advance the abilities and knowledge of the Inovalon ONE Platform Support and ancillary teams. Through my expertise, I ensure compliance, drive innovation, and empower the team to deliver high-quality support for the Inovalon ONE platform.

Snellville, Ga

As the Director of Product Development and Support at Inovalon, I successfully coordinated the efforts of five Business Analysts to manage the growth of Inovalon's HEDIS reporting tools, specifically QSI and QSI-XL. In this role, I also served as the Product Owner for these products, overseeing their development, enhancement, and strategic direction.Additionally, I managed a dedicated group of five Product support Analysts, providing guidance and assistance to clients utilizing the QSI and QSI-XL tools. Through effective management and collaboration, I ensured that clients received exceptional support, addressing their needs and helping them maximize the value of these products.

Snellville, Ga

Manage the efforts of the Inovalon DCT Development Team to ensure the successful development, testing, deployment, and integration of the data collection tools used in the HEDIS Medical Record Review service offering. Manage a team of five Product Support Analysts to ensure superior support is provided to clients using the Inovalon Quality Spectrum software solution. Devise and build custom automated reporting solutions for Inovalon's HEDIS Advantage client base.· Streamlined/simplified the DCT testing environment build-out process resulting in a gain of two weeks of time available for DCT testing

Snellville, Ga

Coordinate the efforts of five Product Support Analysts providing front line support for multiple healthcare industry partners pertaining to the Inovalon Quality Spectrum software suite. Provide escalated software support and build custom solutions pertaining to client HEDIS data and results. · Organized ticketing system transition from TrackIT to OTRS· Manage Inovalon's Quality Spectrum User Forum LinkedIn group· Led efforts to implement a more efficient product support call-in system· Streamlined internal software bug and issue reporting process

Snellville, Ga

Schedule and organize classroom training for clients pertaining to the usage of the Inovalon Quality Spectrum software suite. · Expanded available course catalog by 100% by developing new, advanced courses available to veteran clients· Generated new forms of revenue to the training department by creating new opportunities for client engagement and training · Streamlined and automated the hands-on training environment setup process, eliminating the need for manual setup

Assess, schedule and facilitate classroom training for associates focused on customer service, technical and leadership training designed to support core competencies and performance metrics for retail organization spanning five states.· Designed, developed and supported several reporting systems for tracking national training metrics· Developed and maintained national new hire training database allowing for standardized process flow and on-demand reporting of new hire training information· Worked with team to lower South Area training costs by 43%· Received "RTS Appreciation Award" for providing outstanding contributions and excellent service to the South Area

Identify and provide ad-hoc, one-on-one training to eliminate knowledge gaps in front line employees. Perform classroom training for front line employees pertaining to new client products and services.· Created standardized national operational metrics tracking and reporting system· Worked with project teams to design and develop new course material to fulfill client requests· Received "Service Excellence Award" for providing outstanding support to the Upstate NY Region

Build and manage team of Customer Service Technicians in a retail environment. Responsible for various location performance metrics; including: customer satisfaction rating, sales goals, and productivity.· Consistently ranked among top retail locations for technical services in all performance metrics· Received 98%+ on all monthly technical service evaluations

Perform troubleshooting on customers' wireless devices. Repair or replace defective wireless devices within manufacturer's warranty. Discover and present complete wireless solutions to customers to meet all wireless needs.· Provided education to customers concerning the functionality, usage and abilities of their wireless device· Selected to mentor newly hired technicians during their second week of employment

Provide on-site technical services for home and small business users; including PC/Mac troubleshooting, hardware installations and network configuration.· Built and rebuilt PCs to meet customer specifications

Create and maintain critical databases in Oracle and Sybase environments. Work with team members to design and develop in-house applications to streamline process flows.· Worked with a team of three to design and develop an in-house centralized order assignment and ad-hoc reporting system· Developed and deployed an automated metric reporting system responsible for generating and distributing fifteen daily metrics reports· Received the AT&T "We Salute You" award for recovering, uncorrupting and developing a backup system for a mission-critical database