Director of Client Success

• Sep 2018 - Present

I am currently leading the Customer Service and Implementation Teams to success, providing exceptional services for all Greyfinch clients. Providing a new multi-specialty (Orthodontics and Pediatrics) dental practice management software experience. Building a software that is built for the growing and technology centered practice. Since Greyfinch can provide many additional services such as supply, group benefits and marketing we have built a software to support all aspects of a practice. Built… Show more I am currently leading the Customer Service and Implementation Teams to success, providing exceptional services for all Greyfinch clients. Providing a new multi-specialty (Orthodontics and Pediatrics) dental practice management software experience. Building a software that is built for the growing and technology centered practice. Since Greyfinch can provide many additional services such as supply, group benefits and marketing we have built a software to support all aspects of a practice. Built on HTML5, you can run it from anywhere at any time. We are very excited to be re-inventing practice management software. Show less I am currently leading the Customer Service and Implementation Teams to success, providing exceptional services for all Greyfinch clients. Providing a new multi-specialty (Orthodontics and Pediatrics) dental practice management software experience. Building a software that is built for the growing and technology centered practice. Since Greyfinch can provide many additional services such as supply, group benefits and marketing we have built a software to support all aspects of a practice. Built… Show more I am currently leading the Customer Service and Implementation Teams to success, providing exceptional services for all Greyfinch clients. Providing a new multi-specialty (Orthodontics and Pediatrics) dental practice management software experience. Building a software that is built for the growing and technology centered practice. Since Greyfinch can provide many additional services such as supply, group benefits and marketing we have built a software to support all aspects of a practice. Built on HTML5, you can run it from anywhere at any time. We are very excited to be re-inventing practice management software. Show less

Client Solutions Analyst Team Lead

• Jul 2017 - Sep 2018

Lead the Support Analyst team to success by managing all assigned cases. Reviewed details of each issue or request with assigned representative. Assisted in resolving all issues/questions to better advance the learning of my team. Worked closely with each other, and built a strong foundation as a team with our clients. Daily/Weekly reporting to management including number of calls, cases opened, resolved, working, etc. Scheduled calls with clients to assure all needs were being met - worked… Show more Lead the Support Analyst team to success by managing all assigned cases. Reviewed details of each issue or request with assigned representative. Assisted in resolving all issues/questions to better advance the learning of my team. Worked closely with each other, and built a strong foundation as a team with our clients. Daily/Weekly reporting to management including number of calls, cases opened, resolved, working, etc. Scheduled calls with clients to assure all needs were being met - worked individually with clients to resolve any escalated issues. Assisted my team in success by providing detailed and organized documentation on common issues and questions to assure full understanding was met to provide best practice to our clients and ensure we provided best customer service to our ability.

Client Solutions Analyst

• Aug 2013 - Sep 2017

Troubleshoot software errors, billing rejections from carriers, install software on workstations, translate EDI reports. Work closely with developers and engineers on software processes. Work with clients on processes, reporting data from the software. Update clients with new modules for electronic submissions and retrieval of electronic reports and remittance. Write logics for custom reporting scenarios. Research CMS changes for electronic transmissions. Test new builds and verify processes.… Show more Troubleshoot software errors, billing rejections from carriers, install software on workstations, translate EDI reports. Work closely with developers and engineers on software processes. Work with clients on processes, reporting data from the software. Update clients with new modules for electronic submissions and retrieval of electronic reports and remittance. Write logics for custom reporting scenarios. Research CMS changes for electronic transmissions. Test new builds and verify processes. Research and testing for ICD-10. Troubleshoot EHR systems including HL7 transactions. Troubleshoot any type of software error's/bugs within the system. Assist clients with any additional needs or requests to better enhance their workflow on a day to day basis.

Support Triage

• Aug 2013 - Dec 2013

Start cases from client calls regarding software issues, billing issues/questions, reports. Obtain as much information as possible to provide to the support representatives for troubleshooting.

CNA

• Nov 2012 - Aug 2013