Support Desk Technician II Resume Example

· Used ticketing systems to manage and process actions taken

· Followed up on denials, late payments, extensions and other special circumstances.

· Coordinate with contracting department to resolve payer issues.

· Communicate effectively with staff, including members of operations, finance and clinical departments.

· Resolve discrepancies in insurance payments by collaborating with carriers.

· Handle routine and complex policy holders inquiries, regarding signature authorization, benefits, claims, and general assistance.

· Execute quality customer service by providing fast responsiveness, reliability, assurance, and professionalism

· Deliver IT technical support for customers

· Utilize problem resolution and negotiating skills to deescalate any irate customers.

· Meet key performance indicator goals by 100% through obtaining 5:1 enrollment rejection ratio

· Receive 95% or above average Quality Assurance approval during auditing.

• Researched, troubleshot and resolved complex problems independently with a variety of diagnostic tools
• Recommended new plans and devices to customers, resulting in add-on business
• Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
• Leveraged sales expertise to promote products and service and capitalize on upsell opportunities.
• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
• Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

· Develop portal layouts and maintain functionality of sites.

· Supervise content for pages and provide assistance to personnel and external organizations.

· Integrate new technology system into portal and coordinate with web administrator.

· Maintain status for portal projects and assist to resolve all issues for new and existing channels and automate all processes.

· Perform tests on configuration and upgrade processes and achieve ITS objectives and maintain knowledge on new technology for all portal environment.

· Determine long term objectives for site and recommend enhancements to all content according to guideline.

· Maintain an efficient portal documentation system and assist in installation of Web Center Interaction systems.

· Analyze system upgrades and applications and ensure compliance to all program requirements and design solutions for new portal and assist to resolve production issues.

· Monitor and analyze system metrics and maintain optimal performance for portals.

· Coordinate with administrators to implement operational activities and determine web server configurations.

· Manage and configure custom portal applications.

· Provide support to business operations and ensure optimization of profits.