*References available upon request  

Dustin M. Adams 6447 Wells Drive East Syracuse NY 13057 315-378-5582 xxdustin.adamsxx@gmail.com

Objective: To obtain a full-time position with a dynamic organization where I can use my education and experience to help the company meet and surpass its goals as well as helping the company to grow and expand. Education: Associate of Occupational Studies Bryant and Stratton College, Syracuse, New York

Major: Information Technology Experience: State University of New York Upstate Medical University September 2010 – Present

Develop and maintain training policies and procedures for call center systems. Provide end user call center systems training for all staffing levels. Develop staff in-service schedules and materials; provide re-training when problem areas are identified.

Analyze staff productivity and quality reports through our call center metrics to monitor talk-time and abandon rate; work with areas that need support to ensure high quality of customer service among all call center departments.

Maintain two department web sites (Upstate Connect & Patient Access Services) that includes reference materials, policies, guidelines and instructional links using Hannon Hill's "Cascade Content Management System".

Maintain hospital-wide databases EPIC, SoftMed, RelayCare, and Chartmaxx referring physician database files, inclusive of developing process improvements to help ensure data integrity.

Maintain call center systems - physician, facility, event and contract patient database files, inclusive of daily contact with both internal faculty/staff and external practices/community services to help ensure reliable call center productivity.

Manage delivery of hospital patient status notifications (admission/discharge) and coordinate mailing and correspondence activities for the call center.

Liaison to contract coordinators and managing collection and installation of contract data and scheduling for input into multiple call center systems inclusive of Amtelco Infinity and McKesson RelayCare.

Develop and maintain disaster recovery plan and setup disaster recovery stations. Provides call center systems installation, reporting and troubleshooting assistance. Participation in projects and committees as requested. Ensure all Amtelco Infinity call center systems provide smooth call flow, and customer service standards are met. Monitor

all Amtelco systems to process all incoming telephone calls, pages, faxes, etc. Generate reports, charts, and graphs for upper level management using the reporting tools from multiple call center

databases, Business Objects, EMDEON Revenue & Payments, and Microsoft Excel. Provide 1st level end-user support for PC hardware/software. Install, configure, update, and support Amtelco Infinity & McKesson RelayCare Call Center Software.

RCB Fund Services, LLC (Formerly Richard C. Breeden & Co) January 2005 – October 2009

Started as a Data Entry Clerk, responsibilities included entering claims from a paper claim form into an SQL database. Perform data calculations to determine eligibility and amount for claimants. Promoted to Data Entry team leader in March of 2005, responsibilities included overseeing the Data Entry department which consisted of 15 full-time employees and 7 part-time employees.

Promoted to Work Flow Manager and Information Technology Technician in June of 2005, responsibilities included overseeing

the work flow of the document processing department and data entry department. Track employee time and progress, run SQL queries on the database to ensure data integrity. Install, configure, and maintain PC's and network.