Zachary Waggoner
Jacksonville,FL
Overview
10
10
years of professional experience
Work History
Account Analyst 1 & 2
Availity LLC
08.2018 - Current
- Daily client engagement/interaction from simple tasks completed within a short time to long term projects requiring additional resources like engineers and developers.
- Clear communication when explaining or presenting issues to clients
- Building and maintaining strong relationships with representatives internally and externally to ensure client satisfaction.
- Over 6+ years working with clients externally on a wide variety of issues to working with multiple clients on one specific product.
- Constant transparent communication amongst my teammates and peers.
- Gathering attendants and setting up meetings individual or reoccurring to discuss issues.
- Proficient knowledge in the Availity provider data management tool.
- Additional knowledge in reporting tools like splunk and cognos
- Understanding of responsibilities amongst multiple teams and products through out Availity.
- Yearly HIPAA training
Clearinghouse Support Specialist
Availity LLC
07.2017 - 08.2018
- Providing recommendations for resolution of production problems for Tier 1 clients.
- Extensive knowledge of X12 and EDI implementation guidelines
- Providing on-call technical support for Tier 1 customers.
- Conducting hands on and professional assistance for Tier 1 clients on EDI transactions through multiple payers/trading partners to achieve excellent resolutions and teaching in attempt to lower issue occurrence for clients.
- Meet decided deadlines for assigned tasks.
- Ability to handle a large case load of issues for Tier 1 clients.
- Maintain updates for Tier 1 issues for clients and provide ETAs of resolution or fix if applicable.
- Consistently working with the team and outside teams to alert possible incoming issues impacting large amounts of clients.
- Advising clients of known issues or upcoming possible impacts to transaction when possible.
- Research on issues that cannot be resolved by outside contact to payers/trading partners
Client Services Representative
Availity LLC
06.2016 - 07.2017
- Manage large amounts of inbound calls in a timely manner.
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
- Provide assistance with problems such as claim rejections, web portal glitches/issues, navigation of web portal, and troubleshooting log in issues.
- Reach out to payers for additional research on claim issues.
- Opening tickets with payers when needed for additional information on issues with the web portal, link outs to payer portals, and claims.
- Processing ERA registration for multiple payers in a timely matter.
- Communicating with providers about issues through the online technical support que.
- Assisting with additional side products when support is needed.
- Constantly meeting or exceeding personal and career goals, to better advance the customer service experience the company provides to its providers and clients.
- Consistently meeting with team leads and managers to determine how the team and I can better our client experience.
- Understanding how to make a client feel more comfortable when they begin to become upset or frustrated with an issue.
- Testing transactions for providers to ensure the tools are working according to the guidelines.
Education
High School Diploma -
Bishop Kenny High School
Jacksonville, FL05.2010
Skills
- Data interpretation
- Advanced Excel
- Updating spreadsheets
- Word processing
- Record reconciliation
- Team collaboration
Timeline
Account Analyst 1 & 2
Availity LLC
08.2018 - Current
Clearinghouse Support Specialist
Availity LLC
07.2017 - 08.2018
Client Services Representative
Availity LLC
06.2016 - 07.2017
High School Diploma -
Bishop Kenny High School