Staci Caldwell
STONECREST,GA
Summary
Proactive Product Specialist with advanced problem-solving skills and technical aptitudes. Effective at working independently and as a contributing member of a team. Talented in day-to-day product management and financial analysis. Competent Product Specialist with more than 10 years of experience working in customer service. Skilled in demonstrations, data collection and analysis program. Proficient in brand positioning strategies and sales team building. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
Work History
Product Specialist Remote
Tebra Technology
06.2022 - Current
- Continually expanded knowledge of [Product or Service] product line.
- Researched product's technical specifications and accurately communicated information.
- Trained and provided coaching to [Number] junior team members.
- Logged phone numbers and email addresses to contact customers for follow-ups.
- Managed and prioritized multiple projects simultaneously, worked independently and drove results.
- Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Delivered feedback on troubleshooting guides and contributed to continuous improvement of issue resolution and support processes.
- Executed product solution demonstrations with internal and external users during new releases and troubleshooting calls.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Analyzed and applied technical information from interviews with engineers, operators and suppliers.
- Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Developed and implemented preventive maintenance procedures.
- Offered assistance in implementing and developing training programs.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
Medical Biller and Coder
PreVent Medical
09.2021 - 02.2022
- Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
- Interacted with physicians and other healthcare staff to ask questions regarding patient services.
- Resourcefully used various coding books, procedure manuals, and on-line encoders.
- Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
- Correctly coded and billed medical claims for various hospital and nursing facilities.
- Reviewed patient charts to better understand health histories, diagnoses, and treatments.
- Reviewed, analyzed, and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
- Guarded against fraud and abuse by verifying coded data accurately reflected services provided.
- Communicated with insurance companies to research and resolved coding discrepancies.
- Utilized active listening, interpersonal, and telephone etiquette skills when communicating with others.
- Verified signatures and checked medical charts for accuracy and completion.
- Created and maintained up-to-date patient medical records to enable tracking history and preserve consistent information.
- Performed on-site coding audits to determine accuracy and compliance with coding guidelines.
- Trained and mentored junior coders to support growth and development amd apply high-quality coding practices.
- Monitored changes in coding regulations to provide recommendations for compliance.
- Generated reports to identify coding trends and discrepancies.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Followed up with medical staff regarding missing information in patient records.
- Verified accuracy of patient information in medical records.
- Input data into computer programs and filing systems.
- Scanned and uploaded medical records into electronic medical records system.
- Used classification manuals to gain additional knowledge of disease and diagnoses processes.
- Maintained accuracy, completeness, and security for medical records and health information.
- Followed exact procedures for handling transfers and other releases of medical records.
- Researched and resolved medical record discrepancies.
- Transcribed and entered patient medical information into electronic medical records systems.
- Assisted in preparation of medical reports for external parties.
- Processed and tracked requests for medical records from external organizations.
Lab Technician
Greenfish Inc
01.2018 - 02.2022
- Maintained safe, tidy and organized laboratory environment for accurate test results.
- Maintained documentation on tests performed in lab.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Monitored testing procedures to meet criteria and maintain quality control.
- Inspected laboratory equipment to maintain good working condition for optimal results.
- Trained new laboratory personnel to apply proper laboratory techniques and best practices.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Oversaw items in inventory and reordered before supplies diminished.
- Prepared reagents, media and solutions to use for laboratory testing and analysis.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Processed patient specimens according to priority and documented results.
- Collaborated with other departments to establish cohesive laboratory operations.
- Researched new methods and techniques to improve laboratory procedures.
- Developed and implemented new protocols to improve accuracy of laboratory results.
- Recorded and analyzed data to produce reports of results.
- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Prepared samples for analysis by performing complex sample preparation tasks.
- Troubleshot and resolved equipment and process issues.
- Monitored and documented safety standards to verify compliance.
- Operated and performed preventative maintenance on laboratory equipment and instruments.
- Prepared reagents and solutions following standard laboratory formulas and procedures.
- Analyzed results using analytical software and created reports.
- Assisted scientists by collecting and organizing laboratory data.
- Interpreted laboratory results to provide technical advice to scientists.
- Kept abreast of current industry, scientific and regulatory developments and issues.
CEO, Non Profit
Sickle Cell Awareness
01.2015 - 01.2018
- Developed key operational initiatives to drive and maintain substantial business growth.
- Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
- Built productive relationships with industry partners and competitors to support strategic business objectives.
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Identified new revenue generation opportunities to maximize bottom-line profitability.
- Negotiated terms of business acquisitions to increase business base and solidify market presence.
- Established foundational processes for business operations.
- Updated business processes, products and team makeups to generate more business opportunities and cater to audience needs.
- Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.
- Directed market expansions to propel business forward, meet changing customer needs.
- Negotiated with suppliers and delivery workers and ordered materials according to forecasted customer demand.
- Analyzed and tracked business metrics and made appropriate adjustments to meet supply and demand needs.
- Engaged positively with staff and leadership colleagues, soliciting and encouraging feedback and collaborative spirit.
- Made large-scale financial decisions and supervised company spending to reduce material losses and maximize profits.
- Procured and coordinated new resources to achieve sales targets within optimal timeframes.
- Coached and guided senior managers to improve employee job satisfaction and achieve higher performance levels.
- Addressed employee and managerial concerns and implemented corrective actions to promote compliance.
- Implemented strong hiring and training techniques to promote team cohesiveness and streamline overall workflow.
- Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Managed financial, operational and human resources to optimize business performance.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Initiated strategy to drive company growth and increase market share and profitability.
- Represented organization at industry conferences and events.
- Monitored key business risks and established risk management procedures.
- Oversaw business-wide changes to modernize procedures and organization.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
- Formulated and executed strategic initiatives to improve product offerings.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Founded performance- and merit-based evaluation system to assess staff performance.
- Communicated business performance, forecasts and strategies to investors and shareholders.
- Oversaw divisional marketing, advertising and new product development.
Education
No Degree - Medical Billing And Coding
Alterius College
Norcross, GA05.2021
Associate of Applied Science - Fashion Merchandising
Middle Tennessee State University
Murfreesboro, TN05.2008
Skills
- Campaign Management
- Product Demonstrations
- Database Management
- Market Analysis
- Mastery of Data Collection
- Outstanding Interpersonal Skills
- PPAP Submissions
- CAD and AutoCAD Proficiency
- Customer Engagement
- Business Analysis
- Requirements Gathering
- Product Roadmap
- Product Marketing
- Competitive Analysis
- Data Analysis
- Sales Support
- Product Performance Monitoring
- Product Knowledge
- Product Innovation
- Customer Service
- Project Management
- Product Training
- Product Documentation
- Product Lifecycle Management
- Technical Troubleshooting
Timeline
Product Specialist Remote
Tebra Technology
06.2022 - Current
Medical Biller and Coder
PreVent Medical
09.2021 - 02.2022
Lab Technician
Greenfish Inc
01.2018 - 02.2022
CEO, Non Profit
Sickle Cell Awareness
01.2015 - 01.2018
No Degree - Medical Billing And Coding
Alterius College
Associate of Applied Science - Fashion Merchandising
Middle Tennessee State University
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