Wanda Brown
Raleigh,NC
Summary
Customer-centric Technical Support Specialist with over 7 years of experience in help desk environments, including 4+ years specializing in Home Health and Hospice EMR support. Proven ability to troubleshoot complex software issues, deliver excellent client communication, and support mission-critical health technology platforms. Highly skilled in SQL querying, system documentation, and working collaboratively to resolve escalated technical cases. Adept at supporting SaaS healthcare applications and driving satisfaction in fast-paced, compliance-driven settings.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Technical Support Specialist
Conduent Inc.
07.2020 - Current
- Delivered Tier 1 & 2 support for Home Health and Hospice agencies using customized EMR platforms including MatrixCare and Homecare Homebase.
- Resolved complex client tickets involving medication scheduling, visit tracking, patient documentation, and compliance workflows.
- Collaborated with internal teams to escalate high-impact clinical data issues and EMR outages, ensuring timely updates and resolution.
- Participated in pilot testing for EMR software enhancements and documented new FAQs and issue-resolution procedures for internal use.
- Trained new staff on EMR ticket handling and HIPAA-compliant troubleshooting protocols.
Healthcare Software Support Agent
Everise
04.2017 - 05.2020
- Supported hospice and home health providers by troubleshooting EMR system challenges, patient chart discrepancies, and device syncing issues.
- Handled sensitive clinical data with accuracy and discretion in alignment with HIPAA standards.
- Provided direct phone and live chat assistance to nurses, care coordinators, and billing specialists regarding platform performance, login/access issues, and backend configuration.
- Used SQL queries to identify missing records, duplicates, or delays in data syncing across care transitions.
- Recognized as a top performer for customer satisfaction and first-call resolution.
Collections and Client Support Specialist
GRT Financial
06.2015 - 03.2017
- Assisted clients in managing and resolving financial obligations through negotiation, empathetic communication, and secure data entry.
- Utilized CRM tools to manage case notes and client history for efficient follow-up and compliance tracking.
- Developed a reputation for dependable service, leading to retention and referral improvements.
- Supported clients experiencing financial hardship due to medical circumstances, deepening experience in healthcare-adjacent customer service.
Education
Bachelor of Science - Health Information Management
DeVry University
05.2022 - 07.2025
Skills
- EMR Systems: MatrixCare
- EMR Systems: Brightree
- EMR Systems: Homecare Homebase
- Tools: Zendesk
- Tools: Salesforce
- Tools: Jira
- Tools: Microsoft Teams
- Tools: Zoom
- Tools: Outlook
- Databases: SQL
- Platforms: Windows
- Platforms: MacOS
- Platforms: VPN/Remote Desktops
- Communication: Live Chat
- Communication: Ticketing Systems
- Communication: Email Support
- Communication: Remote Support Tools
Timeline
Bachelor of Science - Health Information Management
DeVry University
05.2022 - 07.2025
Technical Support Specialist
Conduent Inc.
07.2020 - Current
Healthcare Software Support Agent
Everise
04.2017 - 05.2020
Collections and Client Support Specialist
GRT Financial
06.2015 - 03.2017