Knowledge Management Author at Regence
Bachelor of Arts
Boise State University
Associate of Science
PIMA Medical Institute
Study of Clinical Pathology
Youth For Understanding (YFU)
Knowledge Management Coordinator
Accountable to research, develop and create user friendly documentation which is generated from a variety of areas including projects and committees.
Create, format and interface documentation into the online information systems, understanding conversion requirements to display and link topics correctly.
Assist in design and content development of online user guides.
Liaison to business partners as it relates to new or revised policy, process and procedure to best serve in the delivery of end user documentation.
Interpret complex information from various sources into non-technical written documentation.
Develop, write, and edit informative and personal content for Membership Department intranet.
Customer Service Correspondence Writer
First point of contact between the corporation and its members.
Assisted providers and members with claim status, eligibility, and benefits.
Researched and responded to written correspondence received from members and providers regarding questions, concerns, and appeals.
Initiated and responded to first level Dental Pre-Authorizations.
Boise State University
Customer Service/Billing Specialist
Received and resolved customer-billing questions, via phone and email.
Answered email inquiries regarding billing practices, charges, and account status.
Worked with other Hostway staff to resolve customer-billing, and domain name registration issues.
Contributed to Customer Service training guide by creating procedures and policies.
Created quick reference guide for billing department policies, procedures, and practices.
Customer Service Supervisor
Resolved escalated Customer Service issues via e-mail and telephone.
Answered procedural questions, and communicated changes in company policies to staff.
Oversaw Quality Assurance of customer correspondence for Customer Service Team.
Identify and reported technical difficulties with the Web Site.
Performed routine Quality Assurance of Web Site content.
Created and implemented Customer Service training guide.
Contributed to the formation of online Customer Service reference guides.
Customer Service Representitive
Acted as first point of contact for customers calling to place orders for catalog merchandise and for customer service on previously placed order.
Researched customer complaints and inquiries by email.
Society for Technical Communications
National Accrediting Agency for Clinical Laboratory Science (NAACLS
Information Mapping Foundation