Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Joel Irwin

CSR
Howland,Maine

Overview

34
34
years of professional experience
4
4
years of post-secondary education

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.

Education

Bachelor of Science - Economics

University of Maine
Orono, ME
09.1986 - 05.1990

Skills

Ticketing system proficiency

ITIL Knowledge

Vendor coordination

Hardware support

Security awareness

Escalation management

SLA adherence

Guest communication

Reporting and analysis

Guest complaint resolution

Guest inquiry resolution

Multitasking Abilities

Problem-solving abilities

Remote Support

Software Installation

Technical issues analysis

Customer service expert

Professionalism

Application support

Time management abilities

Adaptability

Training development

Application installations

Hardware diagnostics

Software diagnosis

Staff education and training

Mobile Device Management

Resolve technical problems

Service desk support

Active Directory

Support end-users

Operating systems

Read technical manuals

Affiliations

  • Boy Scouts of America
  • US Army
  • Maine Army National Guard
  • Literacy Volunteers of Bangor
  • Eastern Agency on Aging

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

Bachelor of Science - Economics

University of Maine
09.1986 - 05.1990

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Joel IrwinCSR