Brooke Dillard
Nashville
Summary
Experienced Technical Support professional with a background in healthcare administration and proven ability to manage multiple priorities in fast-paced environments. Holds a B.S. degree in Healthcare Administration. Strong analytical and problem-solving skills, with a track record of providing exceptional customer service and technical troubleshooting. Responds promptly to claim inquiries, providing clear and accurate information to the customer. Conducted thorough verification of invoices to ensure accuracy with company policies and regulations. Coordinated with cross-functional teams to ensure all payment/Invoice documentation was completed. Recognized for excellent communication, teamwork, and training abilities, and known for high attention to detail and adaptability. Proven adaptability to dynamic work environments and a propensity for instantaneous learning.
Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
10
10
years of professional experience
1
1
Certification
Work History
L1 Technical Support Representative
SightView
Nashville
06.2024 - Current
- Address 25+ tickets per shift within Hubspot by working closely with clients, team members, and management.
- Utilize LogMeIn to remotely control the client’s computer and help with workflow issues and technical troubleshooting.
- Educate customers on the use of MVE software to enhance their understanding and usability for clients that use our cloud and/or our on premises servers.
- Act as the primary point of contact through phone and email to assist healthcare professionals with My Vision Express.
- Document the client’s issues in detail and escalate complex tickets to our L2 and Customer Success Agent teams.
- Generate JIRA tickets for analytics team and support resolution of client reported issues.
- Partner with cross-functional teams and management to resolve high priority client needs.
Technical Support Representative
Experian Health
Nashville
01.2022 - 04.2024
- Identified eligibility discrepancies by analyzing the 270/271 and researching information in Bad Plan Codes.
- Managed multiple projects and priorities in a fast-paced, deadline-focused environment.
- Utilized Knowledge Center Support training to improve the accountability in representatives and ensure they follow company policies.
- Conducted meetings via video chat with clients and their relationship managers to strategize and effectively resolve complex issues.
- Addressed 25-30+ cases per shift within Salesforce by working closely with clients, team members, and management.
- Acted as the primary point of contact by assisting healthcare professionals with OneSource, eCare Next, and CHIP access.
- Provided technical support and assistance to live and onboarding clients via phone, chat, and email.
- First line of support with connectivity issues by recycling ports, whitelisting IP addresses, and documenting information for the interface team.
- Created JIRA tickets for analytic teams and aided in resolving various issues reported by clients.
Optometric Technician
Cool Springs Eyecare
Franklin
08.2020 - 06.2021
- Trained new employees in job requirements, such as documenting patient charts, workflow, machinery, and preliminary testing.
- Recognized by management in performance reviews for consistently delivering the highest standard of patient care, contributing to improve patient satisfaction scores.
- Maintained smooth patient flow throughout facility, promoting efficient overall operations.
- Demonstrated effective interpersonal and collaborative skills in fostering positive relationships across all levels of the organization.
- Completed preliminary testing with medical devices and collected medical histories on patients.
Assistant Manager
Ride & Drive LLC
Nashville
09.2019 - 08.2020
- Upheld ongoing relationships with vendors and worked to minimize issues.
- Prepared and analyzed contracts for new and existing customers.
- Managed registration, tag, and title processing.
- Collected payments in accordance with customer due dates.
- Resolved customer complaints on issues involving past due payments, vehicle maintenance/difficulties, and vehicle repossessions.
- Developed and maintained a detailed tracking system for invoice verification.
- Developed employee training strategies with defined objectives and expectations.
Optometric Technician
H.M. Calvert & Associates
Franklin
03.2016 - 09.2019
- Maintained accurate medical records, applied ICD-10 coding, obtained pre-authorizations and referrals, and verified eligibility and benefits.
- Reviewed payment related documents for claims processing.
- Responded promptly to claim inquiries, providing clear and accurate information to the customer.
- Ensured accurate and timely processing.
- Conducted thorough verification of invoices to ensure accuracy with company policies and regulations.
- Assisted management in sustaining day-to-day operations.
- Member of team that exceeded targeted sales goals for annual contact lens.
- Helped develop and implement comprehensive training guidelines to enhance employee knowledge and performance.
- Trained new employees in job requirements such as using medical devices, patient records, sales, and preliminary testing.
- Answered multiple phone lines and scheduled appointments for new and existing patients.
Education
Bachelor of Science - Healthcare Administration
Columbia Southern University
Skills
- Salesforce
- Confluence
- SaaS
- ICD-10 codes
- Technical troubleshooting
- Microsoft Office Suite
- Google Workspace
- Hubspot
- Customer Service
- Contract Management
- Communication
- Teamwork
- Problem solving
- Training and development
- Conflict resolution
- Multitasking
- High attention to detail
- Adaptability
- Sales
- My Vision Express (MVE)
- LogMeIn Rescue
- Slack
- Microsoft Teams
Certification
Healthcare Financial Management Association, Certified Revenue Cycle Representative (CRCR), 07/01/24
Business Qualifications
- Strong customer service and communication skills, adept at teamwork and problem-solving, experienced in training and conflict resolution.
- Capable of multitasking with attention to detail, adaptable to various situations, and knowledgeable in security compliance and sales.
- Collaborative leader adept at multitasking and working across all levels.
Technical Qualifications
- Proficiency in products such as Confluence, JIRA, Salesforce, Hubspot, Slack, Microsoft Teams, Google Workspace, My Vision Express, and LogMeIn Rescue.
- Troubleshooting skills, familiarity with SaaS, knowledge of ICD-10 codes, and competence in Microsoft Office and Google Workspace.
Timeline
L1 Technical Support Representative
SightView
06.2024 - Current
Technical Support Representative
Experian Health
01.2022 - 04.2024
Optometric Technician
Cool Springs Eyecare
08.2020 - 06.2021
Assistant Manager
Ride & Drive LLC
09.2019 - 08.2020
Optometric Technician
H.M. Calvert & Associates
03.2016 - 09.2019
Bachelor of Science - Healthcare Administration
Columbia Southern University