EnsoData

Customer Success Engineer

Epic

Delivered technical support for billing customers of leading enterprise healthtech company to build strong relationships and to help them solve problems and design new workflows

Highlights:
Managed the technical implementations of Epic’s price transparency module, including initiating the engineering of 30 feature updates at one client hospital in collaboration with engineering team
Managed one complex contract billing escalation affecting speed and usability by championing software updates to increase system performance and redesigning the corresponding reports at the SQL database layer
Resolved system crash issue by debugging at command line and reviewing crash logs to identify root cause and working with customer IT to implement fix
Collaborated regularly with customers to actively monitor resolution of support cases and track overall system health 
Mentored eight new Technical Services team members during onboarding and beyond
Advised 50+ customers for to share expertise, assist with maintenance and manage customer escalations
Gathered client feedback and served as liaison with cross-functional teams to improve product and processes for Epic product that helps operations minimize lost revenue and predict payments
Developed contract accuracy report employed by over 100 customers
Initiated redesign and development of calculation breakdowns for over 100 extensions to help hospital contract negotiators and insurance follow-up staff better understand expected payment amounts for claims, leading to team award
Co-created program to encourage customer adoption of four new modules by better demonstrating ROI and simplifying setup and decision documents
Primary customer advocate on the design team for two enhancements: core workflow for Epic Hospital Billing and automatic payment functionality

Technical Solutions Engineer

Buehlers Fresh Foods

Stockroom Inventory Clerk

The College of Wooster

Teaching Assistant - Department of Mathematics

AMRE Associate - Progressive Insurance Team

Helping people solve complicated problems because I love puzzles. I advocate for social justice issues and LGBTQ+/trans rights. In my spare time, I enjoy reading/watching sci-fi and fantasy.

I'm always looking to grow my network. Feel free to connect via LinkedIn or contact me directly at alexsharp4096@gmail.com.

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