Tabitha Hodge
Mechanicsville,VA
Summary
Customer service and operations support specialist with a successful track record of increasing customer service satisfaction and client retention through process improvement and developing scalable solutions. Specific area of strength include: strategic planning, cross functional team management, problem solving, process improvement, and project management. Seasoned Manager with broad experience in both team leadership and project delivery. Possess strong strategic planning abilities, coupled with the capability to coordinate operational initiatives for maximum efficiency. Proven track record of driving process improvements, enhancing productivity, and implementing innovative solutions. Skilled in building strong relationships across all levels of an organization to achieve business goals.
Overview
14
14
years of professional experience
Work History
Manager Remote Access IT Support
Advantasure
Glen Allen, VA
11.2017 - Current
- Assist with the implementation, maintenance, support, and integration of company systems with client Electronic Medical record Systems
- Responsible for growth and development of the Remote Access department to include weekly metrics monitoring and quarterly employee work evaluations
- Ensure that department meets all departmental and company goals
- Possesses and maintains a comprehensive understanding and knowledge of business, products, programs (including provider data, networks, etc.), corporate organizational structure (including functional responsibilities), and research principles/methodologies
- Participates in systems testing, develops procedures/controls, and provides recommendations for the ongoing improvement of the updated process
- Identifies and/or analyzes business problems and devises procedures for solutions to the problems
- Develops and improves workflows and business processes within area(s) to improve customer service, decrease operational costs, and improve overall quality
- Effectively leads projects and other team members to produce desired results
- Assures that corporate compliance is communicated, implemented, and monitored on an ongoing basis
- Assists personnel (both internal and external) by handling escalations, supplying information, and training
- Develops and maintains an effective working relationship with customers
- Effectively leads the record submission process and coordinates invoicing with provider organizations, clients, and accounts payable
- Assists with the Risk Adjustment retrospective chase list analysis process
- Performs data monitoring on all remote access databases and documentation to ensure accuracy
Sr. Remote Access IT Support Engineer
Advantasure
Glen Allen, VA
11.2017 - Current
- Coordinate, communicate, and maintain a professional relationship with providers and IT staff to set up EMR remote access
- Coordinate with IT vendor to install new EMR access for new facilities and test employee access to such systems
- Maintain and administer system access logs and employee access authorization
- Implement, troubleshoot, and maintain VPN and other remote connectivity solutions to external client EMR systems
- Coordinate with IT vendor to diagnose and resolve network, hardware, and software problems related to external client systems; implement, install, reconfigure, and/or replace hardware and software
- Coordinate with IT vendor to provide PC and workstation computer support to staff: Software and hardware installations; assist users in troubleshooting software and hardware problems related to passwords, security, operating systems, applications, and any other problems related to VPN and other remote connectivity solutions; provide software and hardware guidance and familiarization to users as necessary related to client EMR Systems
- Provide support to all company employees for full utilization of clients (physicians and hospitals and insurance company) software systems
- Coordinate with IT vendor to analyze, troubleshoot and correct network problems remotely
- Handle all departmental administrative and project management tasks
- Support and communicate with 200 end users including coding staff
- Acts as departmental lead in the absence of the Manager of Remote Access
Sales Support Manager
Salveo Diagnostics
Glen Allen, VA
11.2015 - 11.2017
- Assisted with building the foundation of Salveo Diagnostics as a start-up company
- Created all processes and procedures as it pertained to the Sales Support Department
- Instrumental in the sourcing, implementation, and maintenance of our Laboratory Information System (LIS), Client Relationship Management (CRM) tool, 3rd party logistics vendor, and 3rd party laboratory billing vendor
- Continually worked on CRM development to fit business needs in all departments
- Responsible for managing the process of all EMR implementations by coordinating with providers, EMR vendor, and 3rd party EMR hubs (EX
- Lifepoint)
- Coordinate all EMR implementation calls to make sure necessary parties are involved
- Required to assist with EMR specification needs with various EMR vendors (Ex
- E-Clinical and Eprosystems)
- Act as project manager on various projects as needed including EMR implementation, CRM development, internal billing process
- Work as a liaison between IT department and all other departments to prioritize company needs effectively and efficiently
- Internal Microsoft Office administrator responsible to assisting employees with password resets and troubleshooting issues
- Led the development of all critical path processes that interact with customers, sales, and patients onboarding and servicing
- Assisted with resolving issues between multiple departments including accessioning, quality insurance, and the laboratory
- Created all end-user guides for Salveo’s physician portal
- Creates various reports as requested by executive management
- Documenting HIPAA violations
- Enter new accounts into LIS
- Worked as an extension of a national sales force to assist in client maintenance
Sales Support Manager
Health Diagnostic Laboratory, Inc.
Richmond, VA
05.2010 - 09.2015
- Oversaw the daily operations of the sales support department which included 2 separate sales support teams and a compliance coordinator team that supported 2 different companies
- Instrumental in the fast-paced growth of HDL, Inc
- From a start-up to the largest advanced lipid testing laboratory in the United States within a 2 year period
- Built the department and infrastructure to support the growth from zero to 8,000+ customer base
- Managed a call center team of 18 employees
- Wrote requirements for systems critical to the company’s success
- Instrumental in the implementation and maintenance of our Laboratory Information System (LIS)
- Implemented and oversaw the company’s voice over IP telephone system integration
- Led the development of all critical path processes that interact with customers, sales, and patients onboarding and servicing
- Worked with the laboratory, accessioning, quality assurance, and logistics to resolve issues
- Produced weekly reports related to sample volume, call volume, issue tracking, turnaround time and produced projections for future growth
- Created all end-user guides for remote ordering and use of HDL’s web portal
- Produced project plans for new test releases and patient report changes
- Handles escalated calls from the Sales Support Team
- Trains Sales Support Representatives
- In addition, the Sales Support Team Lead performs duties related to problem discovery and resolution and works closely with the supervisory staff in Accessioning and other departments within Health Diagnostic Laboratory, Inc
Sales Support Team Lead
Health Diagnostic Laboratory, Inc.
Richmond, VA
05.2010 - 09.2015
- Responsible for assisting in the management of the day-to-day work load in Sales Support
- Participates and provides leadership in project management as directed by the Sales Support Manager
- Monitors and tracks Sales Support employee productivity and provide coaching as needed
- Communicates with Supervisors to provide and receive feedback about interrelated processes
- Provides input to Supervisors in order to improve Sales Support Department process improvement
- Creates various reports as requested by Sales Support Manager
- Delegates and manage Sales Support team projects
Education
Graduate -
Hermitage High School
Richmond, VASkills
- LIS/LIMS products
- Adobe InDesign
- Project Management
- Microsoft Project
- Microsoft Access
- Microsoft Office Suite
- SharePoint
- SSRS
- VoIP
- Salesforcecom
- HC1com
- Supply Chain
- Logistics
- Product Development
- Population Health Programs
- P&L Management
- Budgeting & Forecasting
- Operations & Scalability
- HIPAA & PHI regulations
- Writing Requirements & SOPs
- Strategic Planning
- Staff Development
- Workforce Management
- Performance Evaluations
References
References available upon request.
Timeline
Manager Remote Access IT Support
Advantasure
11.2017 - Current
Sr. Remote Access IT Support Engineer
Advantasure
11.2017 - Current
Sales Support Manager
Salveo Diagnostics
11.2015 - 11.2017
Sales Support Manager
Health Diagnostic Laboratory, Inc.
05.2010 - 09.2015
Sales Support Team Lead
Health Diagnostic Laboratory, Inc.
05.2010 - 09.2015
Graduate -
Hermitage High School