customer care analyst level ii resume example with 13+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and helping others succeed.

Areas of Expertise
  • Training development aptitude
  • Documentation and reporting
  • Call center operations
  • Process improvement
  • Medical billing code accuracy
  • Staff education and training
  • Excellent problem-solving abilities
  • Project organization
  • Team management
  • End-user support
ITT Technical Institute Hilliard, OH, Expected in Associate of Science : Computer Network Services - GPA :
  • Microsoft Operating Systems
  • Structured Cabling
  • WAN/LAN Technology
  • Database Development
  • Software/Information Management
Professional Experience
Catholic Health Initiative - Customer Care Analyst - Level II
Navasota, TX, 11/2015 - Current

Responsible for procedural and technical support related to clinical, billing, training aspects of company software application. Support user-facing applications in fast-paced environment, while providing superior customer service and ensuring outstanding quality. Troubleshoot and document software operational and technical issues with complete documentation. Escalate unresolved issues when needed and maintain ownership of cases through resolution.

  • Assisted clients with complex technical issues, from training inquiries and application updates to SQL database queries; resolved expeditiously in support of time sensitive specialty medications, equipment, and patient care.
  • Managed incoming calls, emails, chat queue, platinum customer accounts, and application installation; resulted in high customer satisfaction and retention.
  • Provided assistance with system updates, interface activity, medical / pharmacy billing, and EDI 837P electronic claims; efforts enhanced cross-departmental collaboration.
  • Completed SQL database reporting /support, database backup, restore, move, server migration, and application installation.
OhioHealth - Epic Credential Trainer
City, STATE, 10/2014 - 10/2015

Responsible for delivering end-user training for physicians, other clinicians, and non-clinical staff to develop competence in use of EPIC electronic health record (EHR) system and other computer software applications for various clinical areas and departments within OhioHealth system.

  • Maintained student education curriculum and classroom materials for training delivery of up to 25 students simultaneously; organization realized increased workforce competencies across departments.
  • Provided end user support and presence during Go-Live events covering hospitals in EPIC deployment phase; endeavor elevated user competencies quicker adoption of system capabilities.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
Marion General Hospital - Computer Informatics Specialist
City, STATE, 06/2010 - 10/2014

Responsible for maintaining and supporting clinical, financial, and electronic medical record systems, including Quadramed Affinity, GE Centricity, HealthWorks, Relay Health (ePremis), Logicare, AHIQA, Centricity Perinatal, and MedHost.

  • Expanded technical abilities in HL7 interface and EDI file formatting, providing excellent customer service to end users throughout hospital.
  • Designed and implemented custom screen configurations for GE Centricity EMR system, boosting user interface and experience (UI/UX).
  • Evaluated and optimized clinical software, applying established and end-user feedback.
  • Applied medical subject matter knowledge to improve IT systems and functions.
  • Worked closely with subject matter experts to develop solutions and improvements for clinical systems.
Marion General Hospital - Lead Endoscopy Technician
City, STATE, 11/2007 - 06/2010
  • Assist physicians in performing endoscopic procedures like endoscopic retrograde cholangiopancreatography (ERCP), bronchoscopies, gastroscopies, double balloon enteroscopy and endoscopic ultrasounds.
  • Prepared day surgery and operating rooms for patients by ordering and stocking equipment and supplies for upcoming procedures.
  • Clean and sterilize endoscopes, forceps, snares and other tools and equipment following established infection control procedures.
  • Generate and complete daily sterilization, endo flush, and endoscopy scope logs.

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Resume Overview

School Attended

  • ITT Technical Institute

Job Titles Held:

  • Customer Care Analyst - Level II
  • Epic Credential Trainer
  • Computer Informatics Specialist
  • Lead Endoscopy Technician


  • Associate of Science

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