Heather Graham
Knoxville,TN
Summary
Diligent employee skilled at listening to customers, exceeding productivity targets, and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers a high level of service in every interaction.
Overview
9
9
years of professional experience
Work History
Software Consultant
BiT DMS
09.2023 - Current
- Leveraged industry best practices in revenue cycle management, resulting in accelerated reimbursement timelines.
- Developed customized client reports showcasing return on investment insights that facilitated strategic planning initiatives.
- Served as primary liaison between software customers and development team, relating feedback and concerns for future patch cycles.
- Presented product demonstrations to clients, showcasing features and benefits that met their specific needs.
- Provided quality assurance testing for pre-release software
Implementation Coordinator
Psych Hub
02.2022 - 06.2023
- Conducted weekly comprehensive training sessions for end-users, promoting successful adoption of new systems and processes.
- Maintained detailed documentation of support interactions, ensuring valuable insights were preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Support Specialist, Consultant & Technical Lead
PerfectServe
11.2017 - 02.2022
- Worked cross-functionally to improve SLA, maintain higher satisfaction, and minimize negative patient impact
- Acquired three new platforms, trained, maintained, and took over support resulting in a seamless transition for clients
- Process approximately 200 client requests weekly, facilitating smoother communication and more efficient operation within client facilities.
Account Representative
GC Services
12.2015 - 02.2017
- Shortened the process for verifying accounts, decreasing the borrower’s time on the phone by 4 minutes
- Streamlined paper documentation process, helping to reduce paper waste and company expenses
- Outlined and implemented processes for de-escalating unsatisfied customers, resulting in higher collection rates and fewer people hanging up.
Education
Bachelor of Business Administration - Accounting And Finance
South College
Knoxville, TN2025
Associate of Business Administration - Accounting And Finance
South College
Knoxville09.2023
Skills
- Relationship Builder
- HIPAA Compliance
- Patient Scheduling
- Medical terminology knowledge
- Critical Thinking
- Project Management
- Data Analysis
- Passionate
- Training Management
- Data Entry
- Professionalism and Ethics
- Insurance Verification
Professionalcourseworkcertifications
- Microsoft Office Specialist // Microsoft Word and Microsoft Excel
- The 4 Essential Roles of Leadership // Course Completion, FranklinCovey
- Workplace Mental Health Ally Certificate // Psych Hub, SHRM Foundation
Timeline
Software Consultant
BiT DMS
09.2023 - Current
Implementation Coordinator
Psych Hub
02.2022 - 06.2023
Support Specialist, Consultant & Technical Lead
PerfectServe
11.2017 - 02.2022
Account Representative
GC Services
12.2015 - 02.2017
Bachelor of Business Administration - Accounting And Finance
South College
Associate of Business Administration - Accounting And Finance
South College
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