Joshua Brooks
Peoria,AZ
Summary
Dependable technical support associate analyst, serving diverse needs of patients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. Maintains highest standards of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts. Knowledgeable in medical terminology and scheduling.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Technical Support Analyst
Express Scripts
05.2022 - 12.2023
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Authored technical requirement documentation to suit business goals and technological limits.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Developed strong relationships with customers through consistent follow-up on open tickets and proactive communication around known issues or outages.
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Installed and configured operating systems and applications.
- Leveraged diagnostic tools to troubleshoot network connectivity issues, restoring critical services for clients quickly and efficiently.
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime.
- Installed, configured and maintained computer systems and network connections.
- Decreased response times with efficient ticket management and prioritization of urgent issues.
MRI Technician
Banner
10.2021 - 01.2022
- Prepared and administered contrast materials, radiopharmaceuticals, anesthetic, and antispasmodic drugs for imaging procedures.
- Demonstrated exceptional adaptability by quickly mastering new MRI technology upgrades and software updates.
- Utilized multiple MRI scanner models including T1-weighted, T2-weighted, and diffusion-weighted imaging.
- Safeguarded sensitive data through diligent adherence to facility policies regarding electronic medical record system access and usage.
- Prepared patients for MRI procedures and monitored their condition during the scan.
- Educated patients on procedure details, provided instructions, and answered questions to minimize anxiety and improve cooperation.
- Operated MRI equipment, set imaging factors, and manipulated software to generate quality and accurate images.
- Enhanced image quality by accurately positioning patients and optimizing machine settings for each scan.
- Interacted with patients to explain MRI scans and answer questions, providing reassurance and comfort throughout the process.
- Provided exceptional customer service by promptly addressing any patient inquiries or concerns throughout their visit to the imaging center.
- Continuously updated professional knowledge through attending industry conferences and workshops, staying current on best practices in the field.
- Supported diagnostic accuracy by carefully reviewing images for artifacts or inconsistencies before submitting them to radiologists for interpretation.
Radiology Technician Assistant
HonorHealth
10.2017 - 09.2021
- Upheld high level of service to patients by assisting in different ways, displaying professionalism, and responding appropriately to questions and concerns.
- Increased efficiency of department operations by maintaining inventory levels of consumables and ordering supplies as needed.
- Reduced patient wait times by effectively managing appointment schedules and accommodating emergency cases when necessary.
- Educated patients on post-procedure care instructions, fostering better understanding of follow-up steps and expectations.
- Welcomed patients and tried to make procedures as pleasant as possible through discretion and personal support.
- Safeguarded confidential patient information by diligently following HIPAA regulations in record keeping practices.
- Improved patient throughput by assisting with positioning patients accurately and securely for imaging studies.
- Followed radiation safety measures and used protection devices to prevent harm to patients or staff.
- Maintained a safe environment for patients and staff by adhering to strict radiation safety guidelines and protocols.
- Assisted with transporting patients from the emergency department up to floor when admitted to the hospital, brought patients to different departments for their procedures and scans.
Technical Writer
SkyTouch Technology
08.2000 - 09.2016
- Presented new technology and drafted white papers and other technical documents to complete packages.
- Ensured regulatory compliance by keeping abreast of industry standards and updating documentation accordingly.
- Developed online tutorials and web-based training materials for software products.
- Enhanced user experience by simplifying complex technical concepts into easy-to-understand documentation.
- Publicized changelogs via blog posts or newsletters highlighting important updates; this kept clients informed and encouraged product usage.
- Reduced support call volume by providing comprehensive FAQs for product users.
- Improved customer satisfaction with well-structured troubleshooting guides addressing common issues.
- Optimized knowledge base content for search engine visibility, making it easier for users to find relevant information quickly.
- Collaborated with cross-functional teams to gather information for accurate and comprehensive documentation.
- Developed multimedia assets such as video tutorials and interactive demos, enhancing user engagement with products.
Education
Associate of Science - Medical Insurance Billing And Coding
DeVry University
Phoenix, AZ09.2024
Associate of Science - Magnetic Resonance Imaging (MRI) Technology
West Coast Ultrasound Institute - Phoenix
Phoenix, AZ07.2020
Skills
- Customer Service
- Team Collaboration
- Patient documentation
- Safety Monitoring
- Patient Intake
- Calm and Effective Under Pressure
- Health Information Access Management
- Scheduling Diagnostic Procedures
- HIPAA Compliance
- Documenting and Recording Information
Certification
- American Registry of Radiologic Technologists License 1013757- EXP 2025
Timeline
Technical Support Analyst
Express Scripts
05.2022 - 12.2023
MRI Technician
Banner
10.2021 - 01.2022
Radiology Technician Assistant
HonorHealth
10.2017 - 09.2021
Technical Writer
SkyTouch Technology
08.2000 - 09.2016
Associate of Science - Medical Insurance Billing And Coding
DeVry University
Associate of Science - Magnetic Resonance Imaging (MRI) Technology
West Coast Ultrasound Institute - Phoenix