Thelma Clardy
Kansas City,MO
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
11
11
years of professional experience
Work History
Team Lead, Client Support
Cerner Corporation, Riverport Campus
02.2018 - 06.2023
- Responsibilities included planning, delegating, & directing the team's day-to-day work to achieve operational targets or objectives with contribution to the immediate results for the team or department
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Ensured all phases of technical support were properly coordinated, scheduled, monitored, tracked, escalated and/or resolved
- Interacted with team members across departments to research and resolve customer issues.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- As Support Team Lead I was responsible for managing & directing the day-to-day operations of associates assigned to support of specific software, hardware, and/or system solutions
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Performed other responsibilities as assigned
Systems Analyst 1-Support
Cerner
02.2017 - 02.2018
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Resolved or escalated problem tickets to resolve user issues.
- Assessed business requirements to create focused solutions.
- Performed a variety of technical tasks, in addition to following all process and procedures, escalating issues, and creating/updating all documentation necessary
- Educated stakeholders on data protection tactics to reduce breaches.
- Improved systems with addition of new features and infrastructure.
- Resolved malfunctions with systems and programs through troubleshooting.
- Diagnosed, troubleshot and resolved network and system problems.
- Provided client support on system operation and troubleshooting.
Member Benefits Coordinator
Teva Neuroscience & Pharmaceutical Company
08.2015 - 02.2017
- Review records for completeness, accuracy, and compliance with regulations
- Enter data, such as demographic characteristics, history and extent of disease, diagnostic procedures, or treatment into computer
- Researched and evaluated new benefits programs to select cost-effective providers and coverage levels.
- Collaborated with HR to develop and maintain up-to-date benefits manual.
- Resolve or clarify codes or diagnoses with conflicting, missing, or unclear information by consulting with doctors or others or by participating in the coding team's regular meetings
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
Customer Service Representative
United Healthcare Group
01.2012 - 08.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
Education
Some College (No Degree) - MEDICAL ASSISTANT
Pinnacle Career Institute
Kansas City, MOHigh School Diploma -
Washington High School
Kansas City, KS05.2010
Skills
- Critical Thinking
- Team Support
- Complex Problem Solving
- Clerical Support
- Inquiry Assistance
- All parts of Medicare certified
- Managed Medicaid & Medicare Certified
- Highly skilled with Cerner EMR & EHR
- Software experience
- HIPAA
- Medical Billing & coding
Timeline
Team Lead, Client Support
Cerner Corporation, Riverport Campus
02.2018 - 06.2023
Systems Analyst 1-Support
Cerner
02.2017 - 02.2018
Member Benefits Coordinator
Teva Neuroscience & Pharmaceutical Company
08.2015 - 02.2017
Customer Service Representative
United Healthcare Group
01.2012 - 08.2015
Some College (No Degree) - MEDICAL ASSISTANT
Pinnacle Career Institute
High School Diploma -
Washington High School
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