Eric Conway
Houston,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
22
22
years of professional experience
Work History
Contact Platform Configuration Engineer
Acclara Solutions
11.2017 - Current
- Support and manage changes to NICE CxOne Contact Platform (User & Security Profiles, Skills, Teams, POCs, etc).
- Create, modify, and maintain call routing, IVR, and scripts in Studio.
- Coordinate with PMO Team, Client Directors, and Operations to oversee implementation of new client set-ups.
- Conduct trainings for users of all roles and assist training department with creating documentation for new user orientation classes.
- Attend meetings with management, vendors, and clients to support and discuss process improvements, incidents, updates and maintenance, and business strategies.
- Manage incidents, change request, projects, and other tickets in Smarter Track and Service Now systems in addition to Team's generated help line for user troubleshooting.
- Troubleshoot, test and document results when changes are made in studio, IVR or ACD and other components within InContact platform.
- Request new prompts with approved verbiage and fix, alter, or make changes to existing prompts via Gold Wave.
- Administer new POCs and handle LOA procedures if required.
- Create and maintain custom reports and schedule automation for delivery to OPs and other management staff.
- Monitor call platform effectiveness, improve processes, and maintain system compliance.
Credentialing Specialist
Imperial Health
07.2016 - 08.2017
- Update and maintain CAQH/Pro-View Database
- Maintained provider master log spreadsheet
- Renewed Medical Licensing, CDS and DEA for Physicians and Allied Staff
- Monitoring of expiration dates of Board Certifications,ACLS, BLS and necessary CMEs
- Renewed and Implemented Facility Applications for Physicians and Allied Staff Members
- Updated Annual PPD, Declinations, and Flu Vaccinations for Providers
- Scanned medical record releases into Centricity
- Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior.
- Received and evaluated applications to look for missing and inaccurate information.
- Developed and implemented onboarding and orientation programs for new employees.
- Requested and mailed checks for provider dues
- Conducted primary source verifications such as background checks and board certifications.
- Prepared records for site visits and file audits.
- Obtained NPI numbers for providers and facilities and updated existing profiles in One App Pro.
Patient Access Representative
DeKalb Medical
11.2014 - 04.2016
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Verified patient insurance eligibility and entered patient information into system
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Processed payments using cash and credit cards, maintaining accurate records of transactions
- Greeted and assisted patients with check-in procedures
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Notified necessary department in emergency situations.
- Answered incoming calls, scheduled appointments and filed medical records
- Followed document protocols to safeguard confidentiality of patient records
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures
- Applied administrative knowledge and courtesy to explain procedures and services to patients
Patient Access Rep
Willis-Knighton
06.2012 - 07.2014
- Managed multiple hospital facilities for surgery and outpatient procedures
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Providing excellent customer service by promptly answering patient inquiries
- Resolved customer complaints using established follow-up procedures
- Followed document protocols to safeguard confidentiality of patient records
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
Workforce Analyst
Accent Marketing
11.2007 - 05.2009
- Participated in operations and client meetings as well as conference calls
- Assisted in payroll and time clock adherence
- Produced and updated documents, reports and tracking spreadsheets using IEX, Blue Pumpkin and Microsoft Tools
- Set and adjusted to schedules to maintain optimal coverage and service levels
- Managed overtime, shift swaps, breaks and PTO requests
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees
- Generated and analyzed reports to monitor employee engagement and attrition trends
- Optimized schedules, forecasts and other tools to present to management
- Developed and implemented onboarding and orientation programs for new employees
- Developed and monitored employee recognition programs
Dialer Administrator
Superior Asset Management
06.2005 - 10.2006
- Identified service improvement opportunities through call volume and performance reports.
- Investigated system issues and implemented resolutions to reduce downtime.
- Organized system operating procedures to strengthen controls.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Enhanced interfaces to promote better functionality for users.
- Installed system updates to address vulnerabilities and reduce security issues.
Technical Support Specialist
Sitel
02.2002 - 04.2005
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Documented support interactions for future reference
- Used ticketing systems to manage and process support actions and requests
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision
- Created user accounts and assigned permissions
- Monitored system performance to identify potential issues
- Generated reports to track performance and analyze trends
Education
Some College (No Degree) - Medical Insurance Coding
Ayers Career College
Shreveport, LA04.2012
Associate of Information Systems - Information Systems
Herzing University
Atlanta, GA05.1997
Skills
- Training Development and Execution
- Facility Support
- Application Management
- Microsoft Office
- Analytical and Critical Thinking
- Problem Resolution
- Adaptable to Changing Conditions
- Report Generation
Additional Information
Implemented a new contact center that housed 8 clients and over 120 staff members right before covid, which allowed them to continue operations of 1.7 million dollars monthly revenue without any interruptions. Currently I am working to consolidate two different companies that were acquired along with the company I work for now, which all use different applications, to our current contact platform.
Timeline
Contact Platform Configuration Engineer
Acclara Solutions
11.2017 - Current
Credentialing Specialist
Imperial Health
07.2016 - 08.2017
Patient Access Representative
DeKalb Medical
11.2014 - 04.2016
Patient Access Rep
Willis-Knighton
06.2012 - 07.2014
Workforce Analyst
Accent Marketing
11.2007 - 05.2009
Dialer Administrator
Superior Asset Management
06.2005 - 10.2006
Technical Support Specialist
Sitel
02.2002 - 04.2005
Some College (No Degree) - Medical Insurance Coding
Ayers Career College
Associate of Information Systems - Information Systems
Herzing University
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