Experience

Labster

• Denmark
• E-Learning Providers
• 100 - 200 Employee

• US Customer Support Agent

  • Apr 2021 - Present

  • Troubleshoot technical issues, educate customers on proper usage of the Labster platform, escalate bugs in Jira, and document feedback. • Familiarity and integration across all major LMS applications, such as Blackboard, Canvas, Moodle, D2L Brightspace, Schoology, and Sakai. • Subject matter expert for UbiSim, a sister company that offers virtual reality simulations for nursing students. • Set up new users in UbiSim, update the Knowledge Base, and assist QA team with weekly tests. • Train new team members and build efficient processes with the goal of 'unsiloing' operations and promoting greater visibility. Show less



Tufts Health Plan

• United States
• Insurance
• 700 & Above Employee

• Member Services Specialist

  • Jul 2020 - Dec 2020

  • Expertise across various plan types, assist members on interpreting their benefits. • Investigate status of claims and make sure they have processed correctly. Follow up with claims department or billing office if there are any issues. • Express member concerns to proper channels such as claims review and appeals/grievances. • Ability to deescalate calls across a variety of scenarios; members may be frustrated, irate, or even in crisis. • Extensive knowledge of HIPAA to ensure information security and confidentiality as well as member safety. Show less



Boston Laser - Boston Eye Group

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Surgical Coordinator

  • Dec 2019 - Jun 2020

  • Assist with scheduling a broad range of ophthalmic surgeries. • Speak with patients on the phone as well as in-person to address questions about surgery. • Compile patient charts to be sent to hospitals and outpatient surgical facilities. • Communicate with surgeons to ensure that patients receive necessary testing before surgery. • Adapt to stressful situations such as emergencies, last-minute rescheduling, and contact facilities for urgent requests. • Take payments for surgery and generate reports of money coming in/out of the practice. Show less



Shift Media

• United States
• Software Development
• 1 - 100 Employee

• Technical Support Specialist

  • Sep 2018 - Dec 2019

  • Provide expert, professional and empathetic product technical support via phone, live chat and email to users at high-profile clients, including the BBC, Vice, Turner and Netflix. • Provide AMC with a monthly report detailing viewing patterns of users and notify of any suspicious activity. Report based on data gathered from Splunk. • Assist Product and QA teams with smoke/regression tests after update releases. Use JIRA to log any found bugs and track the engineering team’s progress. • Provide expert, professional and empathetic product technical support via phone, live chat and email to users at high-profile clients, including the BBC, Vice, Turner and Netflix. • Provide AMC with a monthly report detailing viewing patterns of users and notify of any suspicious activity. Report based on data gathered from Splunk. • Assist Product and QA teams with smoke/regression tests after update releases. Use JIRA to log any found bugs and track the engineering team’s progress.



Boston Laser - Boston Eye Group

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Patient Ambassador

  • Jul 2016 - Aug 2018

  • Assist patients in scheduling appointments, verifying insurances and other administrative duties. • Listen compassionately to patient concerns and serve as liaison for patient-doctor communications. Topics of discussion include but not limited to: medication refills, obtaining prior authorizations/referrals, billing inquiries, obtaining medical records, etc. • Assist patients in scheduling appointments, verifying insurances and other administrative duties. • Listen compassionately to patient concerns and serve as liaison for patient-doctor communications. Topics of discussion include but not limited to: medication refills, obtaining prior authorizations/referrals, billing inquiries, obtaining medical records, etc.



Self-Employed

• Tallahassee, Florida

• Piano Accompanist

  • Sep 2011 - Mar 2016

  Assist vocalists and instrumentalists in their private lessons, studio classes and recitals. Sharp ear and ability to blend with the artist’s unique musical style. Assist vocalists and instrumentalists in their private lessons, studio classes and recitals. Sharp ear and ability to blend with the artist’s unique musical style.



COCA (Council on Culture & Arts) / Tallahassee Arts

• United States
• Non-profit Organizations
• 1 - 100 Employee

• Newsletter Editor

  • Jan 2015 - Jan 2016

  Write a weekly newsletter detailing opportunities and events for those involved in the arts. Common topics include paid gigs, exhibits, classes, and conferences. Write a weekly newsletter detailing opportunities and events for those involved in the arts. Common topics include paid gigs, exhibits, classes, and conferences.