Austin Hogans

Experience

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  Brentwood Senior Living Community

  Aug 2014 - Dec 2014

  Administrative Assistant

  • Reported directly to the Executive Director Avi Elias.• Reviewed patient face sheets and ensured accuracy• Interviewed department managers on their daily functions and collaborative efforts • Maintained comprehensive knowledge of Health Insurance Portability and Accountability Act (HIPAA) regulations • Maintained comprehensive knowledge of state specific regulations and statutes governing Assisted Living Facilities • Assisted in the development and implementation of a new Electronic Health Record system– Matrix Care Show less

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  Home Shopping Network Inc. (Shop TV)

  Sept 2014 - Dec 2015

  Customer Service Hybrid II / Peer Coach

  • Handled upwards of 150 calls per day while maintaining an average handle time of 210 seconds and 96% quality• Account management: updated customer accounts; removed account blocks; processed payments and orders• Peer Coach (Trainer): identified and coached representatives to make positive behavior changes in targeted areas of opportunity• Kaizen Council Rep: attend meetings with management regarding upcoming developments/changes• Voice of the Customer Rep: handled customer concerns and suggestions to identify areas of improvement, increase customer satisfaction, and better understand their needs Show less

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  Bright House Networks

  Dec 2015 - Jul 2017

  Business Solutions Implementation Specialist & Voice Operations Analyst

  • Order management: Meticulously notate customer accounts and perform outstanding quality control to ensure all requirements have been met prior to install; work with sales and field agents to ensure smooth install; establish rapport with and assist customers; optimize schedule, gather needed information, and send notifications regarding their order• Data Analysis, Data Entry, and Reporting: Configure and distribute a report ensuring all orders scheduled for the previous and next day are completed and/or updated. • Analyze current workflow process to develop methods that will increase production/efficiency• Telephony: Activated, deactivated, and ported phone service and features as part of the PAC (Phone Activation Center) Team • Partnered with customer & Local Exchange Carrier to ensure the port request received validation • Responsible for adhering to specific porting requirements • Conducted business according to Federal Communications Commission (FCC) rules & regulations• At-Risk Team: Facilitated interactions between customers & Local Exchange Carriers to resolve specific port reject reasons Show less

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  Spectrum

  Jul 2017 - Apr 2019

  Facilitator, Billing Operations

  • Awards: Charter Silver, Charter Customer Appreciation, and Charter Customer Recognition • Successfully completed 13 New Hire training classes in a year with a 95% completion rate• Created, led, and delivered over 10 specialized training classes across all Florida sites and in Greensboro, NC• Supported the Director of Operations with Root Cause Analysis and various tasks as needed• Collaborated and facilitated meetings cross-departmentally to obtain all required training needs and materials• Built strong, trusting relationships with employees and leadership in various departments both locally and out of state • Created and executed training initiatives, programs, and materials based on new products, competency gaps, and training-the-trainer sessions • Performed internal audits, maintained training records, dates, documentation and competency assessments Show less

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  Cognizant

  Apr 2019 - Feb 2020

  Training Team Lead

  • Awards: Passion – recognized by management for promoting growth, quality, and positivity • Teaching agents to accurately apply Client policy when moderating online content and the various associated nuances• Delivered targeted training to 500 agents in areas of opportunity increasing the site quality score from 93% to 96% over 8 weeks • Analyzed data to provide targeted training to specialized agents resulting in a 2% increase in quality score over 8 weeks • Delivered accelerated training for agents returning from leave of absence and transferring from other departments • Training & Development coordinator responsible for scheduling training rooms, classes, attendees, and sending notifications • Keep up to date on new policies, changes, trends and exceptions; provide updates to teams and leaders on a regular basis • Responsible for the setup and maintenance of the training rooms • Frequently tasked with editing and proof-reading training materials • Responsible for New Hire Orientation, event coordination, providing administrative support, and department communications Show less

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  Women in Cable Telecommunications

  Feb 2020 - Jan 2021

  Director of Marketing and Communications

  • Responsible for overall coordination and updating of all website and/or chapter web pages’ content, information and functionality. • Manages relationship with webhosting vendor or with WICT National, as appropriate. • Coordinates with chapter board to ensure accurate distribution of event and chapter information. • Responsible for all email correspondence to chapter membership with regards to programming, events etc. • Responsible for coordination, compilation, proofing and distribution of e-newsletters to promote chapter and organizational awareness, member benefits and opportunities. • Works with programming chair, treasurer or other to set up event registration, as appropriate. • Creates a communications calendar for the year. Ensures that timely communications are sent out by the chapter board. • Ensures that content on website, in newsletters and email campaigns are branded within the guidelines set by WICT National. • Works with other chapter board leaders in helping to populate and promote WICT Connects. • Works with other chapter board members to ensure promotional ads for chapter events are approved by WICT National prior to formal distribution. • Attends WICT National monthly conference calls for marketing and communication chairs. • Attends the WICT National MARCOM/Webmaster webinar held at the beginning of the year. • Ensures that members have easy access to working materials. • Scouts new ways of distributing and housing content on website i.e. video, audio, etc. • Works with the chapter secretary or other to create communications strategy for the year. Show less

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  FairWarning - An Imprivata Company

  Sept 2020 - Jan 2021

  Training Specialist

  • Delivered the FairWarning Ready Professional Certification course to healthcare professionals globally with a 98% pass rate • Successfully closed over 30 unique training cases, 3 days faster than the team average, with an average completion time of 7 days. • Continuously trained end users on the best practices for utilizing the software to enhance their privacy monitoring program • Communicated with internal and external stakeholders virtually to resolve concerns, build rapport, and deliver on-demand training • Created training videos in Docebo, and reference guides to aid end users in learning the FairWarning platform • Hosted webinars via Zoom and On24, actively monitored the FairWarning Community Discussion Boards (SalesForce) • Assisted internal employees and external customers with report building within the SaaS environment • Created specific event logging guides deciphering the audit data of EHRs such as Allscripts, Cerner, Epic, and Meditech • Assisted customers with optimizing and troubleshooting the FairWarning platform • Collected customer and team member feedback for continuous improvement and the development of new training ideas • Assisted in the promotion of global customer events, new features, products, and services as needed Show less

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  Imprivata

  Jan 2021 - Mar 2021

  Training Specialist

  • Collaborated with the Imprivata Training Team to align on Best Practices due to the merge with FairWarning • Assisted FairWarning Training Manger by preparing CEU credit certifications for customers • Assisted with migrating the training content housed in the Docebo Learning Management System (LMS) into Cornerstone • Created and monitored reports in SalesForce to accurately analyze and track data • Identified areas of opportunities, collaborated cross-departmentally to develop quick and permanent solutions • Maintained knowledge of Electronic Health Record Systems (EHRs), HIPPA, Health and Human Services, and the Office of Civil Rights • Completed KnowBe4 Security Training Show less

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  InSync Healthcare Solutions

  May 2021 - now

  • Traveling throughout the country to client sites to perform onsite training. These trainings range from 3 to 5 days depending on client needs.• Perform classroom or individual training on the InSync Software.• Consult with client and implementation to identify workflows and special requirements prior to and during training.• Develop training materials to help assist clients with utilization of the software.• Stay updated on new software features being released to clients.• Organize client enhancement requests and recognize an urgent request. Show less

  • Supervisor, Product Training

    Jun 2022 - now

  • Traveling Trainer and Consultant

    May 2021 - Jun 2022