Devan Zahn
Rapid City,SD
Summary
With over 10 years of experience in related roles, I am a detail-oriented and methodical individual. Exceptional abilities in conducting thorough research, problem-solving, and effectively prioritizing multiple tasks. Consistently leveraging resourcefulness, critical thinking skills, and a strong work ethic to deliver top-notch job performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist
Henry Meds
07.2024 - 04.2025
- Conducted upwards of 30 daily audits on communications between employees and clients to ensure compliance with company standards and practices.
- Provided regular updates to team leadership on quality metrics by communicating problems or customer service deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Assisted in improving existing SOPs or implementing new ones as needed.
Billing Specialist
Henry Meds
04.2023 - 07.2024
- Became a founding member of the newly formed Billing team
- Worked with multiple departments to check proper billing information.
- Researched and resolved billing discrepancies to enable accurate billing.
- Collaborated with customers to resolve disputes.
- Processed payment via telephone with focus on accuracy and efficiency.
- Responded to customer concerns and questions on daily basis.
- Monitored outstanding invoices and performed collections duties.
Processing Coordinator
Henry Meds
01.2023 - 04.2023
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Clinical Coordinator
Cerebral
11.2021 - 01.2023
- Replied to inbound messages from clients regarding prescription orders, scheduling, billing, questions about Cerebral, and emotional wellness
- Consistently achieved top scores in audits and exceeded benchmark standards
- Outstanding metrics resulted in an opportunity to train and mentor new applicants
- Utilized multiple systems integral to the role (Zendesk, Google Suite, Confluence, Slack, Airtable)
Mental Health Tech II
Campbell County Memorial Hospital
07.2020 - 10.2021
- Observe patients' behavior, listen to their concerns, record their condition during their stay at a mental healthcare facility
- Evaluate patients' mental and physical health, addiction, or problematic behavior and assess their readiness for treatment
- Lead patients in therapeutic and recreational activities and help patients develop skills and behaviors to recover from their addiction or modify their behaviors
- Resolve conflict and perform crisis management processes related to violent patients
- Develop, recommend, and review treatment goals and plans with patients and their families
- Admit and discharge patients and monitor patients' vital signs, such as blood pressure
- Work one-on-one with patients to identify behaviors or situations that interfere with their recovery
- Refer patients to other resources and services, such as job placement services and support groups
- Conduct outreach programs to help people identify the signs of addiction and other destructive behavior, as well as steps to take to avoid such behavior
Phlebotomist/Wellness Tech
CCH Wellness
02.2019 - 07.2020
- Drew blood from patients and blood donors and performed related tasks such as assembling and maintaining medical instruments including needles, test tubes, and blood vials
- Talked with patients and donors to help them feel less nervous about having their blood drawn
- Performed key administrative tasks such as entering patient information into a database and confirming patients' and donors' identities to ensure proper labeling and data entry
- Kept work areas clean and sanitary and helped maintain the overall appearance of the clinic
- Collected patient biometrics and provided health-based education based on results
CNA
The Legacy: Living and Rehabilitation Center
11.2017 - 02.2019
- Enhanced nursing department and hospital reputation by accepting ownership for accomplishing new and different requests; explored opportunities to add value to job accomplishments
- Improved the quality of patients' care by communicating with and reassuring them during potentially stressful care activities such as bathing, wound dressings, surgical preps, enemas, douches, and other treatments
- Documented duties by completing forms, reports, logs, and records; reported observations of patients to the nursing supervisor
- Served and protected the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, JCHAO, HIPAA, and OSHA standards
Lead Caller
Ruffalo Noel-Levitz
01.2016 - 05.2017
- Trained and supervised new callers at a call center for university fundraising
- Contacted alumni to increase awareness of campus causes, activities, and needs
- Consistently achieved top caller status, with over $50,000 raised in total
- Identified and built relationships with potential and current donors
Customer Service Representative
Horizon Services
11.2013 - 08.2015
- Conferred with customers by telephone to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Kept records of customer interactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Referred unresolved customer grievances to designated departments for further investigation
- Received inbound calls and utilized broad knowledge of services and policies to assist customers
Education
Bachelors of Science - Psychology
University of Colorado Denver
Denver, CO12.2017
Skills
- Performance monitoring
- Detail-oriented
- Documentation and reporting
- Analytical thinking
- Data entry proficiency
- Billing systems and software
- HIPAA compliance
- Customer service
- Clinical documentation
- Patient care
- Computerized charting
Accomplishments
- Consistently achieved top caller status, with over $50,000 raised in total.
- Consistently achieved top scores in audits and exceeded benchmark standards.
- Recommended by colleagues to lead in training and mentoring new employees based on my metrics and successes.
Community Service
Horizon Helps!, Participated in several community service events such as cleaning the Delaware River, donating and distributing winter clothing to families in need, hosting families in need for Christmas, and cooking and serving food at soup kitchens.
Certification
- CNA - Certified Nurse Assistant
- AEMT - Advanced Emergency Medical Technician
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Quality Assurance Specialist
Henry Meds
07.2024 - 04.2025
Billing Specialist
Henry Meds
04.2023 - 07.2024
Processing Coordinator
Henry Meds
01.2023 - 04.2023
Clinical Coordinator
Cerebral
11.2021 - 01.2023
Mental Health Tech II
Campbell County Memorial Hospital
07.2020 - 10.2021
Phlebotomist/Wellness Tech
CCH Wellness
02.2019 - 07.2020
CNA
The Legacy: Living and Rehabilitation Center
11.2017 - 02.2019
Lead Caller
Ruffalo Noel-Levitz
01.2016 - 05.2017
Customer Service Representative
Horizon Services
11.2013 - 08.2015
Bachelors of Science - Psychology
University of Colorado Denver
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