LaJasmine Wilkerson
Grovetown,GA
Summary
Results-driven issue resolution specialist with a proven track record of identifying and solving complex problems. Adept at analyzing issues, implementing effective solutions, and ensuring customer satisfaction. Strong communication and interpersonal skills, coupled with a keen attention to detail, contribute to successful problem resolution.
Overview
14
14
years of professional experience
Work History
Issue Resolution Specialist (MHS GENESIS)
Level Touch LLC
12.2022 - 10.2024
- Issue Identification and Resolution: Researching, identifying, and documenting resolutions for complex issues within the MHS GENESIS system
- Ensuring timely and accurate follow-up and resolution for all supported issues
- Manages, coordinates, and maintains all local Global Service Center (GSC) tickets associated with MHS GENESIS applications and medical device connections
- Monitor assigned open tickets, contact customers, and update tickets on a timely manner
- Collaborates with local MTF, Solution Owners, Super Users (Peer Experts), and Functional Champions on troubleshooting technical issues related to MHS GENESIS applications and connectivity
- Work closely with IT teams, healthcare providers, and other stakeholders to ensure seamless operation and integration of the MHS GENESIS system
- Communicates and disperses all downtimes to the local MTF for awareness
- Respond to client questions, problems, and work requests on a daily basis
- Triages all local ticket issue associated with go-lives, system upgrades, modifications, and connectivity
- Develops or directs the development of solutions to complex problems requiring extensive understanding of the project functionality and lifecycle
- User Support: Offering on-the-ground support at Military Treatment Facilities (MTFs) to ensure end users are equipped to provide quality patient care and business support
- Technical Assistance: Providing technical assistance and troubleshooting for system users, including healthcare providers and administrative staff
- Training and Guidance: Conducting training sessions and providing guidance to users to enhance their understanding and effective use of the MHS GENESIS system
- Documentation and Reporting: Maintaining detailed records of issues, resolutions, and user feedback to inform continuous improvement efforts
- Support Deployment activities, Business Process adoption, and report/metrics activities
- Facilitate and participate in site Informatics Steering Committee activities
- Liaison between the MTF Site and various stakeholders to include DHA Health Informatics (HI), Implementation team, Program Management Office (PMO) and other MTF’s within the DHA enterprise
Account Coordinator-MHS GENESIS Go Live-Sustainment
Level Touch LLC
07.2021 - 12.2022
- Utilized VECTOR to manage the URA Process prior to GO LIVE for MHS GENESIS at Fort Eisenhower and Fort Gordon
- Prepared and facilitated reports for preparation of GO LIVE
- Collaborate training with Training Coordinator
- Assign classrooms/computer rooms for training and provide calendar invites
- Manage training rosters, user role assignments, and load provider credentials
- Forecast manpower requirements for trainers (trainer staff onsite)
- Track and facilitate action items related to implementation and sustainment
- Support site scheduled events deployment activities, and sustainment planning
- Support and facilitate gap analysis of events’ output data
- Submits tickets to initiate MHS Genesis account creation and provisioning for end users
- Assist with preparing instructional aids and materials for training
- Manage domain access, privileges and verify end user role and clinic responsibilities to ensure correct roles assignment for MHS GENESIS
- Troubleshoot end user role issues and identify any role adjustments
- Submit Global Service Center (GSC) tickets to initiate, modify, suspend, reactivate, and enable end user accounts
- Present at meetings to address updates/changes to MHS Genesis
- Extensive collaboration with Training Site Lead and Site Integrators to ensure end user roles and accounts are operating as designed
- Assist with healthy learning environment for trainers and end user by ensuring training areas are adequate and have the required functional hardware
- Collaborates with Training Roles Managers and other personnel working on MHS GENESIS related issues at other MTFs within the DHA enterprise
- Provide support to Military Treatment Facilities (MTFs) outside the primary region, if needed, as directed by the Regional Project Manager
Referral Manager
Naval Health Clinic Lemoore/HCRS contractor
02.2020 - 03.2021
- Provide services to military service members, military retirees, and their families
- Answers direct line, and directs telephone calls to appropriate section for assistance, handles independently or takes messages as required
- Provide over the shoulder training for new hires on how to navigate and function within the Cerner System
- Attend virtual meetings and Huddle pass downs
- Obtains updates and files medical records as needed
- Ensures that eligibility requirements are met prior to forwarding to UM
- Faxes and tracks referral sent to Managed Con (TW) and provides patients and providers with status updates of said referral
- Processes referrals for completion to either MTFs or Civilian Providers per TW approval
- Tracks patients' follow up appointments and results and forward them to the requesting providers for further disposition
- Follow up with patients to verify they are aware of their referrals and track their appointments for our records
- Receives reviews, validates, and forwards referrals to Utilization Managers (UM) for further processing utilizing the Composite Health Care System's (CHCS) Managed Care Program menu
- Researches, analyzes, and makes determinations regarding consultations received
- Requests, scans, and uploads medical documents from providers
- Research patient records, extract needed information, and review records for referral results within established guidelines
- Utilize the referral tracking data collection tool
- Compile weekly reports of production, as directed by the MTF
- Provides general instructions to patients and ensures patients have necessary documentation for referred health care services
- Complete needed trainings provided by the MTF
Reconsideration Analyst
C2C Solutions/ TMF Medicare2nd level Appeals
07.2013 - 10.2018
- Maintained quality assurance program including on site evaluations, internal audits, and assured compliance with regulatory, contractual and accreditation entities
- Served as a support person for the reconsideration professionals (nurses) and physician reviewers for second level reconsiderations
- Assisted with scheduling meeting and conferences through Microsoft Office
- Used facets processing system to help process daily claims
- Scanned and filed documents into filing system
- Received training from CMS (Centers for Medicare and Medicaid Services) to meet the requirements mandated by the company
- Processed health insurance claims appeals for NGS, WPS, RAILROAD, CGS, and NORIDIAN
- Adapt to the needs of internal and external customers
- Provided assistance to nurses as well as clerks with correspondence letters
- Collected patient information and insurance to build case file for requested appeal purposes
- Maintained strict adherence to HIPAA Policies
- Identifies errors in filing systems
- Enter data into workflow system and Medicare Appeals System
Assistant Manager
Payless Shoesource
08.2010 - 05.2011
- Supported staff development and goal attainment by focusing on skill development and job satisfaction
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Monitored employee performance and developed improvement plans
- Prepared monthly team meetings to meet sale goals
- Efficient administrative ability proven by keeping subordinate staff in control getting the best work from them
- Took responsibly of company bank deposits as required by the store manager
- Provided leadership skills with participative empowerment style
- Extensive practice of taking responsibility of senior managers in their absence
Education
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Georgia Southwestern State University
Americus, GA01.2010
High School - undefined
Americus Sumter High School
Americus, GA01.2008
Skills
- Secret Security Clearance
- Strong communication and interpersonal skills
- ServiceNOW
- Experience with electronic health record systems, particularly MHS GENESIS
- EHR Incident Management
- Proficiency in Microsoft Office (Excel, Access, Power Point, Word, Sharepoint)
- Helpdesk
- Ability to work collaboratively in a team environment
- Medicare Benefits administration
- Knowledge of Healthcare Insurance (Medicaid, Medicare, and Tricare)
- Training Coordination
- Joint Knowledge Online Training Coordination
- Excellent problem-solving Time management
Timeline
Issue Resolution Specialist (MHS GENESIS)
Level Touch LLC
12.2022 - 10.2024
Account Coordinator-MHS GENESIS Go Live-Sustainment
Level Touch LLC
07.2021 - 12.2022
Referral Manager
Naval Health Clinic Lemoore/HCRS contractor
02.2020 - 03.2021
Reconsideration Analyst
C2C Solutions/ TMF Medicare2nd level Appeals
07.2013 - 10.2018
Assistant Manager
Payless Shoesource
08.2010 - 05.2011
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Georgia Southwestern State University
High School - undefined
Americus Sumter High School
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