Dominique Robinson
Grayson,GA
Summary
IT Support Technician skilled in identifying and resolving technical issues with hardware, software, and applications. Possess knowledge of standard operating systems, documentation, and networking protocols. Detail-oriented team player with strong communication skills which positively align with large matrix organizations
Overview
10
10
years of professional experience
Work History
Post Payment Analyst
Northside Hospital
2022.06 - Current
- Maintain internal and external data for Government accounts applying data governance principles to define and structure systems database.
- Review remittance advices to ensure that proper contractual adjustments and payments have been posted.
- Facilitate, address, and resolve misapplied payments through data governance process.
- Ensure quality, accuracy of metrics, and data on patient's account.
- Manage policies and procedures regarding operational data for metadata management.
Quality Assurance Engineer Intern
MoneyPigeon
2022.08 - 2023.07
- Successfully evaluated existing products and identified areas for improvement, offering timely and valuable feedback within agile scrum team
- Created comprehensive test cases in TestRail, executing them by thoroughly analyzing business requirements and technical specifications
- Conducted testing on both Mobile (iOS, Android) and Web (Windows, macOS) applications
- Executed smoke, functional, UI, and regression tests on mobile app
- Applied Chrome DevTools for Web testing, UI, network errors, JavaScript errors
- Executed tests and documented defects in Jira, diligently following up until resolutions were achieved
- Collaborated effectively with development team in defect triage and issue resolution processes
- Proposed development and tested improvements to positively impact usability, function and performance.
- Worked closely with different departments to develop innovative solutions to functionality issues.
Member Services Representative
Kaiser Permanente
2016.08 - 2021.08
- Educated members/providers about health plan benefits, claims, and eligibility.
- Analyzed and updated metrics in data processing system.
- Maintained knowledge of healthcare benefits, metadata management, procedures and HIPAA regulations.
- Recorded information about interactions using HP CHATS and Epic Hyperspace related to requests, issues, and solutions.
- Achieved and exceeded quality assurance as well as performance metrics consistently.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
IT Support Technician
Intelliteach Inc.
2016.02 - 2016.08
- Provided technical assistance/support for incoming requests and alerts related to computer systems, software, and hardware.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Tracked and documented issue details, resolutions, and status of service requests.
- Assisted with firewall, VPN management, network and host-based security, as well as incident response.
- Followed procedures for incident escalation and notification to leadership.
- Diagnosed, troubleshooted, and resolved complex incidents to minimize system issues.
- Followed and supported development of standard operating procedures.
Member Services Representative
Kaiser Permanente
2015.02 - 2016.02
- Educated members, providers, and staff on health plan benefits, enrollment, and contracts.
- Promoted customer loyalty by delivering exceptional service to handle questions, complaints and service issues.
- Scored in top 5% of employees for successful and consistent error-free documentation.
- Ensured integrity of database with accurate and thorough documentation regarding claims, and benefit inquiries.
- Assisted with development, design, and implementation of new programs and service improvement for members.
Senior Case Manager
Kaiser Permanente
2014.05 - 2015.02
- Reviewed and processed grievances from Medicare members to help build satisfactory resolutions.
- Performed audits and document reviews to verify compliance with applicable Medicare laws and regulatory timeframes.
- Collaborated with various departments for investigation and understanding to enhance member experience.
- Provided timely written/verbal resolutions in accordance with Medicare contract provisions and procedures.
Education
Software Testing And Quality Assurance
Careerist
Skills
- Platforms: macOS, Windows, Linux, iOS, Android
- Browsers: Chrome, Safari, Firefox, Edge, Opera
- Web testing: Chrome DevTools
- Mobile testing: Android Studio, Xcode, ADB, UNIX
- Bug tracking: Jira
- Test management: TestRail
- API testing: Charles Proxy
- Database: MySQL
- Excellent analytical and problem-solving
- Strong written and verbal communication
- Superior attention to detail
- Self-motivated
- Medical Terminology
- Microsoft Office proficiency (Word, Excel, Outlook, PowerPoint)
- EPIC applications
- HP CHATS application
Timeline
Quality Assurance Engineer Intern
MoneyPigeon
2022.08 - 2023.07
Post Payment Analyst
Northside Hospital
2022.06 - Current
Member Services Representative
Kaiser Permanente
2016.08 - 2021.08
IT Support Technician
Intelliteach Inc.
2016.02 - 2016.08
Member Services Representative
Kaiser Permanente
2015.02 - 2016.02
Senior Case Manager
Kaiser Permanente
2014.05 - 2015.02
Software Testing And Quality Assurance
Careerist