Tonya Thomas Email & Phone Number

Manage customer escalations. Develop, publish, and maintain user guides, online training platforms, policies and procedures for client onboarding. Report to Leadership weekly metrics, SLAs, and project management milestones. Enter issues/bugs into JIRA for the development team’s review. Plan and develop project plans; monitor the project process and set deadlines. Facilitate BETA software trials. Design and document procedures, and develop new processes and metrics. Manage operational tasks. Develop detailed project briefs and plans to monitor and track progress, maintaining accurate and comprehensive project documentation, status reports, timelines, milestones, and deliverables. Triage application issues for Development Review. Operationalize business processes to improve quality and customer satisfaction rating.

Training customers on electronic healthcare software. Monitored processes and recommended methods for improvement. Act as primary liaison between multiple departments, including design, development, sales, customer success and support. Managing support escalations and partnering with sales and customer success on expansion opportunities. Provide education to customers on best practices to get the most value from software features or additional services. Meet or exceed personal KPI targets for performance metrics, such as the number of tickets handled and customer satisfaction. Contribute to ongoing product road-map development.

Boise, Idaho Area

Train clinicians, business office managers, and other professional staff on clinical and billing software. Developed detailed project plans to monitor and track progress for billing and compliance purposes. Created documents and presentations for distribution to clients, outlining planned implementation measures. Develop and maintain product, procedural and technical systems knowledge. Evaluate and troubleshoot clients' EHR issues. Manage all aspects of application rollout of EHR. Beta testing of early product release, communicate issues to the development team.

San Gabriel, California, United States

Entered payments and charges for services rendered and performed daily payment and charge resolution. Exhibited proactive customer service skills by resolving patient concerns regarding billing and collections. Performed pre-registration and registration processes, verified insurance coverage, and obtained authorizations and notifications. Explained financial policies and available resources for alternative payment arrangements for patients and families. Verified patient identities, provided patients with appropriate information and intake forms, and obtained necessary signatures. Interpreted medical codes and reviewed documentation on procedures, tests, and treatments prior to submitting bills to third-party carriers. Confirmed insurance eligibility benefits for services rendered and documented details in patient records. Investigated and resolved discrepancies during account reconciliation process