DWIGHT L. HARDY
Customer Support
Summary
To grow my career in the Healthcare industry, that will allow me further develop my leadership skills.
Overview
20
20
years of professional experience
Work History
Greenway Health Manager
11.2012 - 12.2018
- Managed a team of between 15 and 30 persons receiving live EDI, Base and Clinical calls.
- Monitored techs phone calls using Call Management System (CMS) system.
- Performed corrective action when necessary for substandard techs.
- Approved/Denied vacation requests using Oracle tracking system.
- Responsible for ensuring all new hires in support are trained.
- Review and in ensure service metrics are met for all techs.
- Helped Create the new hire training program for Level I support technicians for Practice Management and Electronic Health Record.
- Awarded practice champion by Vista Equity Group for the new hire training program.
Greenway Health Supervisor
11.2011 - 11.2012
- Managed a team of between 6 and 12 persons receiving live EDI and Base calls.
- Monitored techs phone calls using Call Management System (CMS) system.
- Performed corrective action when necessary for substandard techs.
- Approved/Denied vacation requests using Oracle tracking system.
- Handle live calls.
SAGE Supervisor, Tech Support
10.2006 - 11.2011
- Managed a team of between 6 and 12 persons receiving live EDI and Base calls.
- Monitored techs phone calls using Call Management System (CMS) system.
- Performed monthly and yearly reviews with techs.
- Measured techs' closed calls average, total amount of time logged in Siebel, and quality documentation.
- Performed corrective action when necessary for substandard techs.
- Approved/Denied vacation requests using Oracle tracking system.
- Facilitated bi-weekly team meetings.
SAGE Team Leader The Medical Manager
08.2002 - 10.2006
- Responsible for reviewing and escalating my teammates calls to level two support.
- Calmed upset clients.
- Handled the more complex calls.
- Trained newer techs on the Medical Manager Product.
- Handle live calls for the Medical Manager product.
- Held meeting with my teammates.
- Cross-trained to work EDI calls SAGE Front Line Support, Tech Support.
06.1999 - 08.2002
- Provided front line support for the Medical Manager practice management system.
- Worked with the UNIX and windows operating systems in support of the Medical Manager product.
- Received and worked between 20 - 30 calls live a day.
- Added users to operation system and the Medical Manager.
- Kill processes, print jobs, and users.
Soft Computer Consultant
01.1999 - 06.1999
- Answered live calls to assist clients with their Laboratory informational system.
- Added uses to the AIX operating system.
- Calmed down upset clients.
- Killed processes, print jobs, and users.
Skills
2013 Vitera Center of Excellence for the New Hire Training Program
Exceptional communication and interpersonal skills
Experience with Medical Manager, Intergy, E-Clinical
Computer skills including ADP, Oracle, CMS, Salesforce, and Kronos
Ability to self-manage and self-motivate
Timeline
Greenway Health Manager
11.2012 - 12.2018
Greenway Health Supervisor
11.2011 - 11.2012
SAGE Supervisor, Tech Support
10.2006 - 11.2011
SAGE Team Leader The Medical Manager
08.2002 - 10.2006
06.1999 - 08.2002
Soft Computer Consultant
01.1999 - 06.1999
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