ServiceNow
Karrissa Koerber
Clearwater
Summary
Established Service Desk Technician at HCI Group with experience supporting healthcare applications, ServiceNow ticketing workflows, and Epic MyChart Users. Known for strong technical documentation, mentoring junior technicians, and reaching first-call resolution. Brings internal knowledge, cross-team collaboration, and proven ability to support growing technologies.
Overview
4
4
years of professional experience
Work History
Service Desk Technician
HCI Group
06.2024 - Current
- Diagnosed and resolved technical issues for MyChart Patient Portal Users, enhancing overall service desk efficiency.
- Managed ticketing system to track incidents and requests, ensuring timely follow-up and resolution.
- Mentored junior technicians by sharing and creating comprehensive documentation of process and procedures, fostering a collaborative work environment within the team.
- Researched and identified solutions to technical problems to provide first-level support and first-call resolutions for software applications and hardware devices, improving user experience.
- Developed templates for the ticketing system to expand documentation options for technicians, improving efficiency and clarity.
- Generated reports to track performance and analyze trends.
Patient Intake Coordinator
Biogx
08.2021 - 01.2022
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality of sensitive patient information at all times.
- Ensured accuracy of patient records, reducing errors in billing and healthcare delivery.
- Coordinated insurance verifications and authorizations, enabling timely access to necessary treatments for patients.
- Improved overall patient experience by providing knowledgeable answers to inquiries related to appointment scheduling, insurance coverage, or clinical procedures.
- Maintained high level of professionalism and empathy in all patient interactions, fostering trust and confidentiality.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
Education
CPC + CPB - Medical Coding And Billing
AAPC
Salt Lake City, UT11-2026
Skills
- Remote Support
- Software Installation
- Network Connectivity
- Application Troubleshooting
- Identity and Access Support
- Technical Documentation
- Ticket Management
- Data Entry
- Attention to Detail
Software
Epic
Office 365
Microsoft Authenticator
Timeline
Service Desk Technician
HCI Group
06.2024 - Current
Patient Intake Coordinator
Biogx
08.2021 - 01.2022
CPC + CPB - Medical Coding And Billing
AAPC