Summary
Overview
Work History
Education
Skills
Timeline
Generic

Queen Onyia

Texas,TX

Summary

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

7
7
years of professional experience

Work History

CSD/Epic Help Desk Support

Ellit Group
01.2024 - 04.2025
  • Paid attention to detail while completing assignments.
  • Learned and adapted quickly to new technology and software applications.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Troubleshooting end user issues using SCCM/Citrix Director to remote into Client workspace to assist with client support.
  • Utilized strong communication and technical skills to resolve issues and improve user adoption
  • Delivered exceptional customer service in the healthcare sector
  • Demonstrated sound ability to analyze sensitive data, pay attention to details, and maintain confidentiality
  • Use WebEx remote session to assist with client support.
  • Assisted end users with documenting encounters, managing their in-baskets, saving and editing their Smart sets orders and preference list.
  • Assist with chart corrections.
  • Assist patients and clinicians with password changes.
  • Assisted end users with submitting ticket requests for optimization.
  • Use Bomgar to remotely access end user workstation for support.
  • Go-live support to physicians, Nurses, front desk, etc.
  • Use ServiceNow ticketing system to record all support and client documentation.
  • Utilize Microsoft office and SharePoint to complete patient care documentation and general job description documentation.
  • Ensure end user clinical support tickets are being worked in a timely manner in accordance with our service level agreements (SLA) that can range between 1hour and a couple of hours as the case may be.
  • Troubleshoot any technical challenges that may arise in a timely and professional manner

Clinical Service Desk/IT Support Specialist,

Centauri Health Solutions
06.2023 - 06.2024
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Troubleshooting end user issues using SCCM/Citrix Director to remote into Client workspace to assist with client support.
  • Use WebEx remote session to assist with client support.
  • Assisted end users with documenting encounters, managing their in-baskets, saving and editing their Smart sets orders and preference list.
  • Assist with chart corrections.
  • Assist patients and clinicians with password changes.
  • Assisted end users with submitting ticket requests for optimization.
  • Use Bomgar to remotely access end user workstation for support.
  • Go-live support to physicians, Nurses, front desk, etc.
  • Use ServiceNow ticketing system to record all support and client documentation.
  • Utilize Microsoft office and SharePoint to complete patient care documentation and general job description documentation.
  • Ensure end user clinical support tickets are being worked in a timely manner in accordance with our service level agreements (SLA) that can range between 1hour and a couple of hours as the case may be.
  • Troubleshoot any technical challenges that may arise in a timely and professional manner

Patient Access/CSR- Help Desk

Medfirst Consulting
01.2023 - 05.2023
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Demonstrated exceptional customer service skills in addressing inquiries, resolving issues, and ensuring overall satisfaction for healthcare service users.
  • Using empathy and fantastic listening, verbal, and written communication skills to help patients and their families to understand their bill, answering questions about their debt and medical billing process.
  • Using my passion for helping others to provide outstanding customer service and collaborate with patients over the phone on affordable payment plans and settlements.
  • Utilized in-depth knowledge of medical records, medical billing, ICD-9 and ICD-10 coding, insurance, and claims verification to provide comprehensive support.
  • Analyzed and abstracted medical information from patient records for physicians, researchers, and office staff.
  • Provide support, education and guidance to patients throughout the phase of care.
  • Adapted to diverse customer needs, employing active listening and conflict resolution skills to ensure positive interactions.
  • Assist patients navigating in through the complex logistics of the health system
  • Accurately and efficiently schedule patient appointments utilizing EMR system after determining appropriate sub-specialty within a clinic based on prescription details
  • Using computer proficiency, organization, and attention to detail to accurately document all calls and follow ups in various software systems throughout each day
  • Assist in patients' registration and scheduling
  • Supporting fellow team members through consistent attendance, excellent work ethic, and caring team focus

Epic ATE Support Specialist

Deliver Health
06.2021 - 06.2022
  • Assisted with data migration tasks during system transitions, ensuring minimal disruption to daily operations for clients.
  • Streamlined workflows for improved productivity by providing thorough end-user support and training.
  • Achieved successful project outcomes by collaborating closely with cross-functional teams.
  • Implemented robust testing strategies to identify potential areas of improvement within the Epic ATE system before deployment.
  • Experience in adult education/training in the healthcare industry
  • Knowledge of the current healthcare environment
  • End user training experience in Epic or other clinical/business operations information system
  • Experience in understanding business and/or clinical workflows related to the assigned application module.

EMR Consultant

Ettain Group
12.2020 - 05.2021
  • Participated in backlog grooming, sprint planning, requirements team meetings, and retrospectives.
  • Promoted interoperability between different healthcare IT systems, fostering greater cooperation among diverse provider networks in patient care coordination efforts.
  • Enhanced data security by conducting thorough risk assessments and implementing robust cybersecurity measures.
  • Optimized EMR system performance by regularly updating software, troubleshooting issues, and providing technical support to end-users.
  • Collaborated with IT teams to troubleshoot and resolve technical issues, ensuring optimal system performance.
  • Trained physicians in utilizing Meditech for order entry, results review, and documentation of patient encounters.
  • Develop problem-solving skills and understand the process for seeking support or troubleshooting issues that may arise while using Meditech.
  • Demonstrated to the ends on how to access and view test results, imaging reports, and other clinical data stored in the Meditech system.
  • Support the physician workflows within the Meditech hyperspace
  • Trained the end-users on documenting patient encounters, including history, physical exams, and other clinical notes
  • Trained the clinician on the process of entering and managing orders for diagnostic tests, medications, and other procedures
  • Demonstrated how to enter and manage patient information within the Meditech system, including demographics, insurance details, and contact information
  • Support the physician workflows within Meditech hyperspace

Claim/Benefit Experience Specialist

Ttec
05.2019 - 12.2020
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Deliver Accurately process calls as stated on protocol
  • Conduct KYC as well as due diligence while receiving call and processing request
  • Navigate Multiple Software/Systems in discharging effective job performance
  • Assist with Logon/Password reset, process PIN reset as well as payment request
  • Review claimant’s data and determine appropriate resolution to the issue/reason they are calling for
  • Deliver prompt and courteous customer service as well as complaint resolution
  • Receive in bound call from Unemployment Insurance Benefit Claimants
  • Filing of PEUC claims, DUA claims, TUC claims and Regular claims, Extension and Covid-19 related claim.
  • Conduct fraud detection and prevention
  • De-escalate calls appropriately

Team Lead

Whatabuger
10.2018 - 04.2019
  • Customer Service
  • Food Prep & Delivery
  • Daily Operations
  • Ensure Quality Standards
  • Demonstrate Fiscal Responsibility
  • Communicate Issues with Management
  • Maintain Cleaning and Sanitation Procedures
  • Delegates tasks amongst the team members
  • Restaurant Administration
  • Scheduling
  • Food Ordering
  • Shift Leadership

CSR/Data Entry

The Heller Group
06.2018 - 10.2018
  • Generated reports and analyzed data to provide insights for decision-making purposes
  • Conducted regular audits of data to ensure accuracy and completeness
  • Entered and verified large volumes of data into company databases with high accuracy and efficiency
  • Collaborated with various departments to resolve data discrepancies and ensure data consistency
  • Advice branches on customers transactions and ensure they are treated accordingly.
  • Assisted in the training of new team members on data entry procedures and systems
  • Generated reports and analyzed data to provide insights for decision-making purposes
  • Assisted in the development and implementation of data entry processes and procedures to enhance efficiency
  • Entered and updated customer information, orders, and inventory data into the company's CRM system
  • Assumed additional administrative tasks as needed

Education

Bachelor of Science - Health Sciences

University of Lagos
Nigeria
05-2005

Skills

    EMR Training/Support: Athena, Meditech, Epic, Soarian, Cerner, AllScript,

    MS Office: Words, Excel

    SOFT PHONE: FIVE 9, Max, Genesys

    Data Analysis/Entry/Abstraction

    Training and Education

    Patient Care Coordination

    TICKETING SYSTEM: Service Now

    Insurance and Claims Verification

    Data Integrity and Reporting

    Chart Abstraction/Review

    Customer Service: Health Care, Insurance, Retail, Finance

Timeline

CSD/Epic Help Desk Support

Ellit Group
01.2024 - 04.2025

Clinical Service Desk/IT Support Specialist,

Centauri Health Solutions
06.2023 - 06.2024

Patient Access/CSR- Help Desk

Medfirst Consulting
01.2023 - 05.2023

Epic ATE Support Specialist

Deliver Health
06.2021 - 06.2022

EMR Consultant

Ettain Group
12.2020 - 05.2021

Claim/Benefit Experience Specialist

Ttec
05.2019 - 12.2020

Team Lead

Whatabuger
10.2018 - 04.2019

CSR/Data Entry

The Heller Group
06.2018 - 10.2018

Bachelor of Science - Health Sciences

University of Lagos

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