Skills:
- HTML
- CSS
- Photoshop
- Acrobat
- MS Office Suite
- Technical Writing
- Associated Press editing guidelines
|
- SharePoint
- Troubleshooting
- Written communication
- Research
- SQL
- Google Analytics
- Content Management
|
Accomplishments:
- Developed small-scale budget based on weekly to monthly projected income
- Oversaw strategic meetings and reported outcome projections based upon variety of possible scenarios. Brought cohesive structure to disparate members to form effective team
- Sought out as both editor and creative consultant for established online author
- Assisted in organizing and coordinating charity fund raiser
- Mentored people in Photoshop and HTML
- Performed marketing services for local bands (site design, brochures/flyer designs, contacting leads for shows)
- Trained customer service representatives to use resources and improve empathy skills to provide world-class customer service experiences (raising team QA averages by 25-30%)
- Created manuals documenting company procedures to facilitate consistent training and more productive staff
- Created template-based HTML newsletter to assist in advertising
- Developed ads for use in nationally published trade magazines, resulting in higher percentage of customer inquiries and enabling sales to areas outside the immediate customer base
Employment History:
State of Colorado Department of Health Care Policy and Finance 1/2019 – present
Publications Specialist/Escalated Claims Analyst
All job duties from previous position, plus:
- Back-end quality assurance of transmittals
- Researching claims through interChange (health provider database)
- SharePoint power user for Fiscal Agent Operations section
- Resolution of escalated provider issues
- Conversion of billing manuals from PDF to HTML format
State of Colorado Department of Health Care Policy and Finance 7/2017 – 12/31/2018
Publications Specialist/Technical Writer (contractor through Compri Consulting)
- Formatting and editing provider communications and publications
- Using website best practices for accessibility
- Creation and editing of training documents for position (includes meeting/collaboration/research with SMEs).
- Streamlined aspects of provider-facing site and BUS/Bridge site to increase user-friendliness
- Rapid editing of web pages to reflect changes in policy
- Creation and maintenance of web forms
CNIC Health Solutions 7/2008 – 7/2017
On-line Services Specialist; Check Run Specialist/Web Specialist
- Using HealthX Content Management System to support multiple clients in Third Party Administration environment
- Performing System Administrator duties for the Benefit Informatics report analyzer site
- Writing new documentation for department procedures, leading to superior staff development
- Responsible for running procedures that release reimbursement and health insurance checks
- Creation and manipulation of graphics for custom-branded sites
- Creating instructional documents for internal and external client use as well as creation/reformatting of marketing materials
- Providing phone support to assist with customer queries regarding portal usage
- Researching, testing, and documenting needed enhancements to existing procedures/extracts
- Redesigned and expanded company intranet site to support interactive features
- Redesigned company’s Internet presence, incorporating direct sign-in to separate member portal site
- Conversion of quarterly newsletter from PDF to HTML email
- Google Analytics reporting for portal site
- Streamlining 50% notice process for Stop/Loss department, increasing timeliness and productivity
- Creating webpages, online forms, documentation on demand with rapid turnaround
Internet Connection, LLC 10/2007 – 5/31/2008
UI Designer, Technical Writer, Technical Support
- Designing sites to support mobile technologies
- Researching various mobile platforms to allow proper coding by our developers
- Graphics design
- Multi-browser support testing
- Streamlined and updated existing company documents, as well as writing new documentation
Standard & Poor’s 02/2006 – 10/2007
Document Specialist I
- Timely sourcing of company financial data from the Internet and direct company contact.
- Monitoring and cleanup of anomalous financial information received though company automated systems.
- Functional role as Ops Support for production staff. This included database changes, troubleshooting and repairing desktop applications, Admin duties for ImageNow (document management system), departmental databases and technical documentation.
Sherman Tank Company Nov 2003 – Feb 2006
Web designer, Administrative assistant, Store manager
- Designed, developed and updated company website.
- Creation of template-based HTML newsletter to assist in advertising (still in use)
- Created manuals documenting company procedures. This facilitated consistent training and more productive staff.
- Assisted in payroll, bookkeeping, filing, and assorted office duties such as correspondence with suppliers and clients.
- Developed ads for use in nationally published trade magazines, resulting in higher percentage of customer inquiries and enabling sales to areas outside the immediate customer base.
- Functioned as IT department. Built/maintained peer-to-peer office network and computer.
Dish Network March 2000 – Oct 2003
Customer Service Representative/Advanced Technical Representative/Quality Assurance Specialist
- Provided support for billing issues and both basic and advanced technical issues (installer support)
- Provided training and feedback to other agents (customer service, troubleshooting skills, resources)
- Tracking of trending issues
- Creating improvement plans for agents and following through with them to become more effective at their job
- Supervision of teams, including time tracking and schedule adherence
Education:
Westwood College of Technology, Denver Campus
- Associate Degree – Software Engineering 9/2001 – 10/2003
- Bachelor’s Degree – Electronic Business Management 1/2004 – 10/2005
|
