At NetSuite (Oracle), I supported healthcare clients using NetSuite’s platform, handling patient management, scheduling, billing, and claims issues. I maintained a 98% CSAT score and a 92% first-contact resolution rate.
I also supported telemedicine services and upheld HIPAA standards in health record processes. By creating and updating knowledge base documents, I helped minimize repeat inquiries, and root cause analysis contributed to a 25% reduction in average resolution time.
At Alleva, I delivered technical and non-technical support to behavioral health organizations using its SaaS. I maintained 95% first-contact resolution, onboarded clients, and created help desk articles that increased customer self-service adoption by 10%.
