enGenCustomer Success Manager
Oct. 2021 - Aug. 2023This pertains to all my roles at enGen
• Liaison between large clients and IT, ensured success of new implementations and resolution of issues/defects
• Mentored/trained on complex functionality, implementation, and work around procedures (groups and one on one, traveled to client sites)
• Client point of contact and escalation contact for questions, investigation, issue communication within the billing system
• Enhanced system efficiency by analysis and revision of existing processes. Responsible for creation of documents and mapping of these processes and procedures
• Conducted in-depth assessments of existing systems and recommend technical performance enhancements
• Managed, assigned, and aided of production support issues, monitor and coordinate resolution
• Researched, analyzed, and corrected billing inconsistencies due to migration, Medicare, and Healthcare reform regulations
• Created workarounds until implementation of current system enhancements or defects corrections occur
• Extensive up and downstream knowledge of Healthcare Reform and Medicare billing
• Managed a team of 8 onshore resources, guided a team of 23 offshore resources
• Timesheet approval, goal creation, employee development (team manager position)