CSR Clearinghouse Training

Project Overview

Following the acquisition of JMS & Associates by Smart Data Solutions, I helped develop clearinghouse customer-service training to support an expanding workforce, including international employees. The existing resources consisted mainly of screenshots and an outdated, incomplete manual. Employees needed organized guidance on the provider portal, claims transactions, customer-service procedures, and a new CRM system.

My Role & Approach

As part of the training team, I rebuilt the documentation into structured onboarding materials and ongoing

job support. My work included:

• Developing a comprehensive provider portal training manual.

• Creating customer-service protocols and organizing clearinghouse transaction information.

• Developing job aids and supporting the transition to a new CRM.

• Building a SharePoint knowledge base for information employees could access after training.

• Delivering new-hire training and evaluating opportunities for improvement.

I organized the content around what employees needed to understand and do, connecting system navigation with customer-service tasks.

Outcome

The project produced a coordinated set of training manuals, procedures, job aids, and searchable resources to support onboarding and daily work. The knowledge base also provided clearinghouse information useful to other internal departments. This project demonstrates my skills in content analysis, technical writing, training development,

 knowledge organization, facilitation, and evaluation.

Portfolio Samples

• CSR Policy & Procedures: Guidance on employee responsibilities, customer interactions, call handling, healthcare terminology, claims, privacy, and data security.

• SDS Control Panel / Data Stream Training Job Aid: Task guidance supporting system use.

These historical samples have been sanitized to remove confidential customer information, active credentials, proprietary system access details, and protected transaction data. Company content, logos, and images remain the property of Smart Data Solutions and are presented for portfolio review only.