• With a patient first mindset, offering the best customer service to patients and families.
• Providing empathy and compassion while efficiently arriving patients in the Emergency Department and completing registrations
• Working with team members to establish an environment of collaboration and willingness to succeed.
• The ability to speak with all individuals and build connections
• Offering and providing assistance to others when needed
• Meeting patience needs and expectations beyond registration when asked or requested
• Bringing a smile daily because it makes a difference
• Exceptional verbal and written communication skills with patience and staff
• Knowledge of information that is helpful to patience when understanding insurance, copays, and self-pay FAQs

Working with innovative team members in an Agile environment (Product, Finance, IT) to create a unique application in the healthcare industry
• Writing user stories with detailed acceptance criteria for features based on requirements gathered by Fintech Product Owners
• Use of Confluence and JIRA to create user stories, weekly refinement, track requirements for features, meeting notes, and much more.
• Create ideas using boards in Confluence to keep track, work through as a team, and apply deadlines for new features and enhancements
• Collaborate with Product managers/owners, UX designers, and development team to create, design and implement features.
• Participate in design reviews for new features and enhancements
• Work with the QA team to prioritize bugs caught during testing.
• Ability to pivot when needed to help the team be successful in meeting deadlines

• Worked various projects as a BA for Tax Revenue, Water Revenue, and Payment processing for the City of Philadelphia in Revenue IT
• Collaborated with business leaders, developers, programmers, and vendors to complete projects for various Revenue units.
• PRISM Project
• Liaison for Payment Processing division
• Work with remit pro and POS payment system vendors to implement new tax type categories for PRISM
• Test various bill types and forms of payments (including credit cards, checks, ACH, direct pay, etc.)
• Assess legacy processes in order to develop new reports to properly post payments for taxpayer accounts
• Technical support for SFTP Wage Tax Bulk submissions
• Establishing sFTP account access for Payroll vendors to upload Bulk Quarterly Wage Tax Reconciliation files
• QLess Covid-19 Project
• Worked with stakeholders to create user stories for the appointment only setup within the QLess queuing system that would allow Customer Service Reps to service Revenue's taxp

• Collaborated with team members on the Windows 10 and Office 365 Refresh Project for the City of Philadelphia's 300+ Revenue and Water Revenue department employees.
• Provided a variety of computer applications support services.
• Establish User accounts and permissions for basis2, QLess, TIPS, and Fairfax payment manager
• Troubleshoot errors within Basis2, QLess, and Payment processing software applications
• Run Queries in Microsoft SQL Server to research transactions and errors for Payment Processing
• Update database changes in Microsoft SQL server 2008
• Tracked and completed user request tickets via SysAid ticketing system
• Onboarding and Off boarding of Revenue and Water Revenue employees
• Install and configure Java software to operate the Basis2 and QLess applications.
• Work with other Revenue IT staff, OIT Database staff, Vendor Support staff and developers to ensure clear communication on outstanding issues, priority of issues and solutions

• Displayed excellent customer service skills and understanding of the customer's needs while assisting them with payment agreements for water billing accounts with Outside Collection Agency.
• Offered technical assistance to users of the Water Revenue basis2 billing system
• Assisted with Water Revenue's billing application, Basis2 upgrade in 2015.
• Subject Matter Expert for the Collections unit processes
• Created a step-by-step user manual for the systems new look and upgrades
• Training end-users on application updates/enhancements
• Member of the QLess integration team: the first customer facing queuing system for Revenue.
• Created end-user friendly manuals to navigate the screens and their functions.
• Offered continued technical support after inception.