Joel Irwin
Howland,Maine
Overview
34
34
years of professional experience
Work History
IS Service Desk Specialist-IS Process & Excellence
NORTHERN LIGHT HEALTHCARE
Brewer
05.2015 - Current
- Primary function is to respond to phone calls arriving at the Support Center as a single point of contact, with a focus on providing great customer service
- Respond to inbound email and web requests
- Log all requests in the ticket tracking system
- Ability to apply appropriate categorization and prioritization
- Provide basic troubleshooting and resolve issues if appropriate or assign ticket to correct escalation team
- Has a familiarity of Clinical Systems monitoring, EMR, and responds to Clinical Systems work requests
- Perform other duties as assigned
- Participate in training new employees on the Service Desk and Operations
- Excellent trouble shooting skills
- Diplomatic and effective interpersonal skills
- Uses reason and demonstrates patience even when dealing with emotional or escalated issues; Maintains confidentiality
- Speaks clearly and persuasively in positive and negative situations
- Participates in meetings and team activities
- Writes clearly and proofreads work for spelling and grammar
- Able to read and interpret written information
- Remains objective and open to others’ views; Gives and welcomes feedback; Contributes to building a positive team environment.
IS Support-Eastern Maine HomeCare
NORTHERN LIGHT HEALTHCARE
Brewer
02.2010 - 05.2015
- Working with local area networks, responsible for PC peripheral support, remote software support, Windows operating system, MS Office and a variety of PC applications
- Installs and/or configures PC hardware and peripherals for users; sets up field devices (remote access) for new users; assists with problem resolution regarding connectivity issues to EMHS and EMHC network servers
- Functions as a member of the EMHC administrative support staff, providing technical assistance and PC training to users throughout EMHC as needed.
Information Systems Service Desk/Operations Associate
NORTHERN LIGHT HEALTHCARE
Brewer
08.2005 - 02.2010
- The Information Systems Help Desk provides a single point of contact for all users of the Eastern Maine Healthcare Systems Network to report computer problems and place service requests
- The Help Desk Associate provides frontline support to our customers, resolving issues at first contact or if necessary, escalates requests in a timely manner to technical support analysts for response and resolution
- Highly proficient with the following Microsoft applications: Word, Excel, PowerPoint, Access and Outlook
- Working knowledge of Cerner Millennium, Siemens Invision Patient Accounting, Medifax, Document Imaging and NDC/ePREMIS.
Patient Account Services Representative
NORTHERN LIGHT HEALTHCARE
Brewer
08.2000 - 08.2005
- Responsible for billing, follow-up, account collections, claims research, and financial application review
- Two plus years experience with Siemens Patient Accounting systems
- Working knowledge of EMHS' Charge Description Master
- Solid understanding and knowledge of accurate payer billing requirements, as well as revenue and HCPCS codes, as a part of best billing practices.
EMMC Registration/Registrar
NORTHERN LIGHT HEALTHCARE
Brewer
07.1992 - 08.2000
- The Registrar performs bed management; insurance verification; patient registration; secures patient valuables and keeps in safe when necessary; worked in all areas of Registration; Emergency Department; Walk-in-Care; Outpatient; Inpatient; Labor and Delivery; Webber.
Management Trainee
AGWAY INC.
07.1990 - 07.1991
- Coordinated and facilitated all office staff in Maine and New Hampshire company stores on new accounting system.
Merchandising Specialist
AGWAY INC.
07.1991 - 07.1992
- Responsible for a five person team to remerchandise targeted stores throughout the New England region within specified time period
- Scheduled and coordinated visits by communicating with store and area management
- Ensured compliance with company merchandising standards
- Wrote summary reports for middle management at completion
- Participated in weekly conference calls and monthly status meetings with regional management in Syracuse NY.
Timeline
IS Service Desk Specialist-IS Process & Excellence
NORTHERN LIGHT HEALTHCARE
05.2015 - Current
IS Support-Eastern Maine HomeCare
NORTHERN LIGHT HEALTHCARE
02.2010 - 05.2015
Information Systems Service Desk/Operations Associate
NORTHERN LIGHT HEALTHCARE
08.2005 - 02.2010
Patient Account Services Representative
NORTHERN LIGHT HEALTHCARE
08.2000 - 08.2005
EMMC Registration/Registrar
NORTHERN LIGHT HEALTHCARE
07.1992 - 08.2000
Merchandising Specialist
AGWAY INC.
07.1991 - 07.1992
Management Trainee
AGWAY INC.
07.1990 - 07.1991
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