JENNIFER YVETTE ROBERTSON
Nashville,TN
Summary
Highly experienced service professional with sound capability working in a fast-paced environment with minimal supervision. Diverse industry experience which encompasses sound problem-solving and decision-making skills with a focus on client-centered solutions. A detail-oriented leader and team player able to effectively contribute to the organization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Application Analyst
PopHealthCare
10.2022 - 12.2023
- Assisted in identifying gaps between business requirements and application capabilities and recommend action steps.
- Supported daily operations and system maintenance procedures.
- Collaborated with business owners, vendors and other team members to evaluate and recommend solutions to complex problems and requests.
- Performed troubleshooting, maintenance and optimization of Software applications.
Clinical Application Specialist
Premise Health
05.2017 - 11.2021
- Provide support for Epic end users for Health Information Management and users which includes contacting users and walking them through workflow
- Coordinate with IAM team to assist or verify correct Active Directory items are in place/removed
- Assist with EPM App Configuration requests
- Performed clinical application training for all new and existing employees and provided Tier 3 support for Clinical and RCM applications.
- Communicated customer feedback and suggestions to development team for improvement of versions and functionality
- Conducted product training and application support in on-site hospital settings or via web session for healthcare professionals
- Used advanced health informatics knowledge and judgment to promote colleague involvement in planning, decision-making and evaluating outcomes
Software Consultant
Vizient Inc
10.2014 - 05.2017
- Troubleshoot data integration and reconciliation issues from various source systems to Model development in areas of Contracting, Costing, and Budgeting Provides education to customers on Med Assets software applications Serves as a resource to collaborates with field consulting group Directly responsible for organization’s success as it relates to customer feedback Develops intermediate knowledge of two or more product functional areas Provided Tier II support to end users
Collection Specialist
CSI Inc
06.2013 - 10.2014
- Assisted Patients in making payments for self-pay account Provide customer service to callers Worked A/R to completion
Application Analyst
Apex Systems, Willis Group
01.2012 - 06.2013
- Providing Tier 4 support for a web based transactional application
- Developing support methods and SLAs
- Maintaining and monitoring support queues for escalating issues
- Establishing data reporting methodologies.
Support Analyst
Claim Trust Insight Inc
03.2010 - 06.2011
- Assist end users having issues with Medical Necessity, Denials Management Prepared queries requested and needed by clients Worked with Development department to resolve issues QA new releases before being deployed.
Patient Account Specialist
Accounting Principles Inc
11.2008 - 03.2010
- Requested retraction of Medicare payment in DDE system Inquired on payment of claims thru various electronic systems Assisted with Medicare credit balance report Assisted various companies with accounts that were in backlog Assisted patients in understanding explanation of benefits Contacted insurance companies on denials Assisted with setting-up self-payment plans with patients on remaining balances
Application Support Analyst II
Healthcare Management Systems
03.2006 - 06.2008
- Provided professional phone support to clients for Clinical applications Assisted with Clinical applications (i.e., nursing notes and orders
- Performed tests on software to ensure proper operation Sent, received, and compiled programs as necessary to clients Assisted with quality assurance testing for program changes, new releases, Assisted clients in developing a working knowledge of each PA application Assisted in query writing for various facilities (SQL)
Refunds Analyst
HCA, Patient Account Services
02.2004 - 02.2006
- Resolve Medicare and Medicaid overpayments Contact government payers of overpayment
- Ensured that all state reporting was completed on a quarterly basis
Customer Service Representative
Healthspring
07.2000 - 01.2004
- Resolve complex provider and member issues Interact with various departments to complete tasks and projects Assisted members with determining member responsibility on specific procedures Assisted members in choosing Primary Care Provider, and Specialists in network Ensured all member ID cards had correct PCP identified Assisted with changes made to member handbooks
Education
BS - Healthcare Administration
Trevecca Nazarene University
Nashville05.2021
Skills
- Computer literate in
- Microsoft Office Products (Outlook, OneDrive, Word, Excel ) Proficient in SQL query writing Familiar with CPT and ICD-10, HL7 Interface
- Application Analysis
- Software Optimization
- Customer Support
- Quality Assurance
- Incident Management
- Root Cause Analysis
- Software Testing
- Change Management
Timeline
Application Analyst
PopHealthCare
10.2022 - 12.2023
Clinical Application Specialist
Premise Health
05.2017 - 11.2021
Software Consultant
Vizient Inc
10.2014 - 05.2017
Collection Specialist
CSI Inc
06.2013 - 10.2014
Application Analyst
Apex Systems, Willis Group
01.2012 - 06.2013
Support Analyst
Claim Trust Insight Inc
03.2010 - 06.2011
Patient Account Specialist
Accounting Principles Inc
11.2008 - 03.2010
Application Support Analyst II
Healthcare Management Systems
03.2006 - 06.2008
Refunds Analyst
HCA, Patient Account Services
02.2004 - 02.2006
Customer Service Representative
Healthspring
07.2000 - 01.2004
BS - Healthcare Administration
Trevecca Nazarene University
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