About Me

My name is Ron, and I am on a mission to make the most out of my education and experience!

Born and raised in the suburbs of Toledo, Ohio I graduated from the Ohio State University in 2011. My passion for software and technology has guided me throughout my career.

In my professional life I have used a combination of empathy and critical thinking to help move my clients toward success. I now have professional experience working hand-in-hand with healthcare providers and executives to help them reach their professional goals. I bring an empathetic and analytical mind to client interaction.

I pride myself on my flexibility and ability to work quickly with minimal resources. I love finding new ways to solve old problems.

I have a breadth of professional experience in the following areas: EHRs, Technical Support, Professional Medical Billing, Call Center Management, New Hire Orientation and Onboarding, New Hire Training, Client Onboarding, Software Training, Video Live-streaming (Twitch, YouTube, Facebook), Social Media management (Facebook, Twitter, LinkedIn), Copy-writing for various projects internal and external, video editing, and image/photo editing.

I invite you to keep scrolling for a more complete look at my professional experience!

Professional Experience

Darena Solutions - October 2019 - December 2021

Director - Client Engagement - Oct 2019 - December 2021

• Interacted directly with executive clients to identify their needs and pain points.

• Promoted Client-Focused Culture for the organization.

• Managed candidate resources and interview scheduling for the Darena Solutions staffing service.

• Created video resources for MIPS compliance training.

• Acted as Project Manager for Microsoft Dynamics 365 implementation.

• Created automated systems via Zapier for webforms, D365, and email systems to allow for improved response and attention to customer requests.

• Assisted with Social Media operations and employee engagement for news and updates.

• Newsletter and Blog creation. Including editing blogs written by others, authoring original blog material, uploading it to the website and promoting it on Social Media and Newsletter.

NEMO Health - April 2013 - September 2019

In my time at NEMO Health I moved from a member of the customer support team into a supervisory position, then the manager of the entire support center, the leader of the Client Success department, and finally the Onboarding and Training Manager.

Onboarding and Training Manager - May 2019 - September 2019

• Continued the duties of the Client Success Manager, with a bigger team and some new responsibilities

• Acted as Project Manager for the rollout of Availity clearinghouse solution to the entire NEMO Health customer base.

• Acted as Microsoft Dynamics 365 administrator.

• Created Youtube video resources for customer training.

• Ran regular Facebook Live-streams to NEMO Health customers.

• Managed the onboarding and training experience for all new NEMO Health customers as well as existing customers who were upgrading to TRAKnet Billing Solutions.

• Ran kick-off calls with new and existing customers.

• Performed weekly onboarding review meetings with various department heads.

• Ensured First-Class customer service for all new customers.

• Managed all of the VIP customers and handled all major customer service issues personally

• Assisted with Level 2 troubleshooting as needed.

CLIENT SUCCESS MANAGER - APRIL 2016 - May 2019

• Managed a team of elite customer service representatives to perform proactive outreach and support to all clients.

• Work directly with healthcare providers and their staff to understand their most prominent needs, immediate goals, and most immediately solvable problems

• Acted as direct 24/7 point of contact for VIP clients.

• Oversaw various miscellaneous projects including:

  • Acted as Project Manager for implementation of Microsoft Dynamics 365

  • Managed anti-piracy operations to recoup revenue from pirated TRAKnet licenses.

  • Managed client cancellations through retention programs and identifying early warning signs of upset customers

  • Managed and helped prioritize client suggestions.

  • Provided internal technical support for TRAKnet Billing Solutions employees.

• Assisted with Level 2 Technical Support troubleshooting as needed.

• Worked closely with sales teams to provide recurring internal business opportunities.

Client Support Manager - April 2014 - April 2016

• Managed call center from a strategic and tactical position, pushing for high rates of customer satisfaction alongside traditional goals of easy access and short wait times.

• Worked as a leader with a 12-person call center of technical support specialists.

• Trained team and helped oversee roll-out of major software release in April 2014.

• Executed relocation of call center from Toledo, Ohio to Southfield, Michigan in August 2014.

• Executed revamp of the entire call center in September 2014:

  • Oversaw switch of the support center from an account manager system to a more traditional technical support model.

  • Switched from an in-house built CRM/ticketing system to vTiger CRM/ticketing system.

  • Developed and implemented KPI tracking and reporting for the support center.

  • Reorganized department to facilitate previous changes

• Trained team and helped oversee major software launch in December 2014 /January 2015.

• Trained team and helped oversee major updates to CMS policy including the switch to ICD-10 and the launch of Stage 2 Meaningful Use in 2016.

• Single point of contact for VIP clients.

Senior Account Manager - February 2014 - April 2014

• Oversaw largest TRAKnet client accounts.

• Went above and beyond to provide excellent customer service and technical support to VIP clients.

• Trained new employees.

Account Manager - April 2013 - February 2014

• Electronic Medical Record support and sales.

• Self-managed time and tasks to meet customer needs.

• Oversaw 125 podiatric practices.

• Maintained relationship with clients.

• Provided technical support.

• Facilitated the sale of hundreds of long-term support contracts.

Freelance Web Assistant

Assistant, Telecommute - February 2011 - March 2014

• Created content and managed client social media accounts including Facebook and Twitter

• Copy writer for newsletters, web pages, and blog posts

• Content population for web pages and articles

• Created/edited graphics for new products and promotions

• Compiled analytics information using Google Analytics

• Researched for various projects and clients