Heather Carlsen
Riverton,UT
Summary
Dynamic Associate Business Analyst and Telecom Cellular Associate with a proven track record at Intermountain Health and Magellan Behavioral Health Services. Expert in cellular network maintenance and data analysis, I excel in enhancing patient care through technology and exceptional service. Skilled in both technical troubleshooting and empathetic customer interactions, I consistently improve operational efficiency and customer satisfaction.
Overview
28
28
years of professional experience
Work History
Telecom Cellular Assoicate
Intermountain Health
04.2008 - 04.2024
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Assist healthcare professionals and staff in selecting and managing cellular plans, devices, and services tailored to their specific needs.
- Conduct regular maintenance and troubleshooting of cellular devices, ensuring reliable communication in critical healthcare settings.
- Provide training and support for healthcare staff on the use of cellular technology to enhance patient care and operational efficiency.
- Ensure compliance with healthcare regulations (e.g., HIPAA) in the management and use of cellular devices.
- Document and report any issues with cellular devices and services, ensuring timely resolution to minimize disruptions.
- Payroll Deductions for Healthcare providers
- Allocated cellular service, GL
Associate Business Analyst
Magellan Behavioral Health Services
01.1996 - 08.2006
- Communicated effectively on a daily basis with both internal and external customers to provide statistical reports and complex data analysis within crucial reporting deadlines.
- Accountable for the design and development of ad hoc reports that solved specific business problems.
- Assisted in the development of business specifications that were used to design reporting applications and individual reports.
- Maintained employee assistance and managed behavioral health profiles.
- Run, proof and prepare billing report for payment of EAP sessions.
- Run checks, assist providers with payment discrepancies.
- Consulted with account executives and customers to resolve claim issues and to provide excellent customer service.
Education
A.S. General Studies -
Salt Lake Community College
Salt Lake City, UTSkills
- Technical Skills: Cellular network setup and maintenance, troubleshooting, device configuration, signal optimization, healthcare communication systems
- Customer Service: Patient, empathetic, and effective communication with healthcare staff, problem-solving, training, and support
- Healthcare Knowledge: Understanding of healthcare regulations (eg, HIPAA), familiarity with healthcare communication needs and challenges
- Tools & Software: Cellular management systems, device management platforms, network diagnostic tools, CRM software
- Team Collaboration: Experience working with IT, network, and healthcare teams to ensure seamless communication
- Accounts Receivable, Accounts Payable
Timeline
Telecom Cellular Assoicate
Intermountain Health
04.2008 - 04.2024
Associate Business Analyst
Magellan Behavioral Health Services
01.1996 - 08.2006
A.S. General Studies -
Salt Lake Community College
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