Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Sarah Davis

Sarah Davis

Technical Support Specialist
Corbin,KY

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong communication skills. Committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software installations and tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifying complex topics and processes to make technical interactions less intimidating for average users. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong communication skills. Am a very teachable person, collaborate well with others and am very much a team player, goal oriented, and am very confident to achieve to the best of general abilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience
8
8
years of post-secondary education

Work History

Epic User Support Analyst

Volt Workforce Solutions
Remote, KY
05.2023 - 08.2023
  • Offered input for complex documents to support client-ready final versions.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
  • Developed diagrams to describe and lay out logical operational steps.
  • Collaborated with upper management to drive strategy and implement new processes.
  • Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
  • Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
  • Skilled at working independently and collaboratively in an team environment.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Managed over 30 customer calls per day
  • Managed user concerns on case by case basis via web submission and over phone.

Insurance Specialist

Senture
Remote, KY
03.2022 - 04.2023
  • Maintained confidentiality of patient finances, records, and health statuses.
  • Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
  • Maintained high standards of customer service by building relationships with clients.
  • Followed up on denials, late payments, extensions and other special circumstances.
  • Processed eligibility and benefits verification and authorization requests.
  • Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Prepared and reviewed insurance applications to verify compliance with regulations

Technical Support Representative

Asurion Insurance Services
Remote, KY
08.2021 - 03.2022
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Managed high levels of call flow and responded to user's technical support needs.
  • Used ticketing systems to manage and process support actions and requests.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Identified potential sales and cross-selling opportunities and informed supervisor.
  • Researched product and issue resolution tactics to address customer concerns.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Installed and configured operating systems and applications.

Patient Access Representative

First Care Urgent Care
Middlesboro, KY
12.2018 - 04.2019
  • Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
  • Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
  • Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Followed document protocols to safeguard confidentiality of patient records.

Medicare Enrollment Specialist

General Dynamics
London, KY
01.2018 - 07.2018
  • Scheduled appointments with applicants to gather information and explain benefits processes.
  • Reviewed applications for different aid programs and determined which qualification criteria for individuals.
  • Communicated with people from various cultures and backgrounds on application process.
  • Assisted clients with completion of applications and paperwork.
  • Responded to customer calls and emails to answer questions about products and services.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Tracked customer service cases and updated service software with customer information.

Education

Bachelor of Science - Computer And Information Sciences

Lincoln Memorial University, Harrogate, TN
08.2017 - 12.2022

Associate of Applied Science - Computer Science And Programming

Southeast Kentucky Community And Technical College, Cumberland, KY
08.2015 - 05.2017

High School Diploma -

Penn Foster Career School, Scranton, PA
05.2014 - 01.2015

Skills

Technical Analysis

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Accomplishments

  • Documented and resolved users technical/general concerns regarding the Epic product which led to the user's being more confident in using the Epic platform.
  • Resolved product issue through consumer testing.
  • Achieved user satisfaction through effectively helping with user with password/account concerns such as unlocking user, password reset.
  • Achieved customer satisfaction from additionally following up with users regarding concerns submitted by web-tickets through Service Now as well as Jira ticketing system. Ensuring that user would have the best customer experience.

Timeline

Epic User Support Analyst - Volt Workforce Solutions
05.2023 - 08.2023
Insurance Specialist - Senture
03.2022 - 04.2023
Technical Support Representative - Asurion Insurance Services
08.2021 - 03.2022
Patient Access Representative - First Care Urgent Care
12.2018 - 04.2019
Medicare Enrollment Specialist - General Dynamics
01.2018 - 07.2018
Lincoln Memorial University - Bachelor of Science, Computer And Information Sciences
08.2017 - 12.2022
Southeast Kentucky Community And Technical College - Associate of Applied Science, Computer Science And Programming
08.2015 - 05.2017
Penn Foster Career School - High School Diploma,
05.2014 - 01.2015

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Sarah DavisTechnical Support Specialist