John Mathis

Director of Customer Support

Start Date at D.H.S.

April 2004

Years of Industry Experience

10 Years

Previous Industry Experience

I was the General Manager of Ambient Healthcare. Also, I was involved in the startup and operation of five other infusion companies in Florida, all of whom used CPR+.

Work on Other Teams, Committees or Projects

I headed up the Training and Implementation of CPR+ for Ambient Healthcare.

Why I work at D.H.S.

It gives me an opportunity to use my home care experience and help make D.H.S. a better company for our current and future customers. As the Director of Customer Support Services, I am responsible for assuring that customers get competent answers to their questions in a timely manner.

For many years, I’ve been on the other end of the phone, calling D.H.S. for support. I know what it’s like to run a busy infusion company. I think my previous experience gives me a unique perspective and is a real advantage to how I approach my job.

Shelly James

Customer Support Manager

Start Date at D.H.S.

October 2004

Previous D.H.S. Positions

Administrative Assistant, Level 1 and 2 Customer Support Representative, and Team Leader

Years of Industry Experience

One year of hands-on and three years of college.

Certification/Knowledge

I have a Bachelors Degree in Computer Information Systems. Also, I have 13 years of customer service experience.

Work on Other Teams, Committees or Projects

In college I had several group projects and a mandatory senior project due before graduating. Also, I managed a staff of 10 at an early age and more recently managed a staff of 8.

Why I work at D.H.S.

I love the atmosphere, the people, and the customers! Jeff and Stuart encourage the entire staff to be creative and learn whatever they can to get the job done -- while having fun and enjoying the process.

This a great place to work because I can use my knowledge of computers and understanding of customer service to assist customers and solve issues for them.

Mark Wotring

Installation Specialist / Level III CSR

Start Date at D.H.S.

March 2003

Previous D.H.S. Positions

Level 1 Customer Support Representative

Years of Industry Experience

I spent several years doing on-site installations for a large retail pharmacy software program.

Previous Industry Experience

I have 12 years total IT experience that includes everything from supporting OEM software packages, hardware including PC/Apple-based computers, modems, printers, hubs, switches and Networking (Novell, Microsoft) support, IVR Support/Development for retail-based Pharmacy Refill system, System administration, Project Management, and IT Asset and administration.

Certification/Knowledge

I carry a Micro Computing degree of applied Sciences from Columbus State Community College. This degree allows me to focus on multiple aspects of the IT industry. I currently have a hardware certification from Columbus State.

Why I work at D.H.S.

D.H.S. has given me the opportunity to bring my hardware and networking background to a completely new niche of the software industry. Many of our customers don’t have a lot of internal IT support or expertise. It’s nice to be able to help them with hardware recommendations and configuration issues so that everything goes smoothly. Bottom line: they just want it to work and that is my job.

Tina Harris

eBilling Specialist

Start Date at D.H.S.

January 2005

Years of Industry Experience

Seven years

Certification/Knowledge

I am a Certified Pharmacy Technician and was a Reimbursement Specialist. I worked as an Infusion Pharmacy Technician for over three years. Then I ventured into the billing department and did Infusion & DME billing for three plus years, filling in as a Pharmacy Technician when needed.

Why I work at D.H.S.

I worked with the CPR+ software for about five years and was very impressed with their dedication to making the software work for the customer and the great Customer Support Department. Everyone I worked with as a customer was very polite, helpful, and easy to understand. When I found out about an open position, I was ready for a change and working with such a fun and energetic group made the decision an easy one.

Troubleshooting, helping customers, and making them happy is very satisfying work.

DeWonna Walker

eBilling Specialist

Start Date at D.H.S.

March 2004

Years of Industry Experience

Five years of pharmacy experience.

Previous Industry Experience

Express-Med, Inc.—Pharmacy Supervisor, Lead Pharmacy Technician, and Pharmacy Technician

Certification/Knowledge

C.N.A. (Certified Nursing Assistant) & C.P.T. (Certified Pharmacy Tech)

Why I work at D.H.S.?

I like working at D.H.S. because the atmosphere is pleasant and relaxed. My co-workers are very knowledgeable, helpful, and we work together to complete one goal, which is to assist and satisfy the customer. This is the first time that I can actually say I enjoy coming to work.

Jacque Williams

eBilling Implementation Specialist

Start Date at D.H.S.

March 2007

Years of Industry Experience

I have 8 years of experience doing computer technical support and 21 years in the Customer Service Support field.

Previous Industry Experience

I have worked many years in the customer service and support industry including Medical billing, home health care, and hardware/software support.

Why I work at D.H.S.

Being one of the newest members of such a caring and friendly team, I look forward to growing and becoming a part of such an enthusiastic company. Everyone, the support team as well as the customers, have helped me to be very comfortable and feel right at home. This will be a very pleasant change for me.

I look forward to sharing my knowledge and being able to put it to use to achieve the ultimate goal of pleasing our customers in a fast, comfortable, and efficient manner.

David Szabo

Level II Customer Support

Start Date at D.H.S.

September 2005

Years of Industry Experience

Before joining D.H.S., I worked for Ohio State University Homecare for two years as a Pharmacy Technician.

Previous Industry Experience

My experience as a Pharmacy Technician is a great asset for my current position here at D.H.S.

Why I work at D.H.S.

I love computers and helping others get through their problems; both customers and other employees. With my previous job experience of a Pharmacy Tech I understand the need to have a system working properly to get the orders out the door. D.H.S. is a great company to work for because the owners care about me and the job I do. My co-workers are great and we all work together to get the job done.

Stacy Brown

Level II Customer Support

Start Date at D.H.S.

April 2007

Years of Industry Experience

I have 16 years experience in customer relations on many different levels: from customer service to sales. I don’t specifically have experience in this healthcare industry; however, I am very excited to learn!

Why I work at D.H.S.

D.H.S. has given me the opportunity to advance my knowledge of customer support, CPR+, and the Home Infusion Industry. It is refreshing to work for a company that cares about its customers and their employees!

I love the relaxed environment and team work! Since starting here, everyone had been helpful as well as supportive.

Darla Tripp

Level II Customer Support

Start Date at D.H.S.

April 2007

Years of Industry Experience

I have supported customers from an external help desk for the past several years. This included supporting patients in troubleshooting PDA hardware and software for pharmaceutical studies, and level 1 workstation application/network problems.

Certification/Knowledge

I have Bachelor’s Degrees in Computer Information Systems and International Studies Business.

Why I work at D.H.S.

In my short time here, I’ve noticed the focus on cost effective quality for clients in a “Great Not Good” way which is new for me. Supporting one product “WELL” versus supporting many products “OK” in a family oriented company is more satisfying professionally and personally.

Julia Bevis

Level II Customer Support

Start Date at D.H.S.

February 2010

Years of Industry Experience

I have six years of customer service experience and graduated college with a degree in Computer Support Technician.

Why i work at D.H.S.

When I first walked in to D.H.S. everyone welcomed me and I felt very appreciated. On my second day it seemed like everyone knew my name. It's so nice to work at a place where everyone is friendly and willing to help if you need it.

Aaron Booth

Level II Customer Support

Start Date at D.H.S.

June 2008

Years of Industry Experience

I have over four years of Customer Service experience along with almost eight years of working in a Hospital and about one year of Home Infusion work.

Previous Industry Experience

In addition to my experience listed above, I've also work for over one year as a Technician making Orthotics and Prosthetics.

Certification/Knowledge

I have an Associate Degree in Computer Science and Industrial Design, and I'm a Certified Pharmacy Technician.

Work on Other Teams, Committees or Projects

I helped implement planning for USP <797> standards at a hospital workplace.

Why I work at D.H.S.

I feel my role in life is to help others out. What better place than D.H.S.? Even in the short time that I’ve been here, the sense of teamwork is straightforward. Someone is always willing to help you out with problems you might not be able to solve on your own. These are genuine, good people.

I know what it’s like to be in a hurry to get patients and meds ready for therapy, and I can see the difference D.H.S. makes daily. Support for the employees by the owners is encouraging to do more of a great job than any other place I’ve worked. Why didn’t I come here earlier?

Matthew Rothe

Level II Customer Support

Start Date at D.H.S.

October 2009

Years of Industry Experience

I have 10 years of customer service experience working in a retail environment. My technical support experience includes 2 years supporting consumer DSL and 4 years of supporting industry specific software for a multi-site retail store.

Why i work at D.H.S.

I was nervous starting work at D.H.S. because it was a new industry for me but I was very eager to learn something new and the medical field has always interested me. The helpful staff here at D.H.S., as well as the friendly customers, has made the transition for me very enjoyable.

I enjoy the relaxed environment here and the feeling of knowing at the end of the day that I have been able to help in supporting our customers, by solving their issues in a quick, detailed, and friendly manner. There by making their day go a little smoother.

I look forward to expanding my knowledge and I hope to continue to grow along with D.H.S.

Andy Barton

Level I Customer Support

Start Date at D.H.S.

November 2008

Years of Industry Experience

I have 10 years of software support and training experience.

Previous Industry Experience

Before working here, I worked on three different types of software which has ranged from property management to behavioral health to educational publishing.

Certification/Knowledge

I’ve worked on the development and instruction of training materials.

Why I work at D.H.S.

Definitive Homecare Solutions is a very busy and active place. The support staff here doesn't just sit around in cubicles. Everyone works together to solve issues which is something that I like.

Larry Basford

Level I Customer Support

Start Date at D.H.S.

December 2010

years of industry experience

I have 10 years of Customer Service experience and 3 years of Technical Support experience.

Why i work at D.H.S.

It is such a welcome change to work at Definitive Homecare Solutions. I have almost always worked in a large corporate environment. It is very refreshing to work with a group of people who are friendly and always willing to help you with any issue. I look forward to coming into work each day to learn something new that will help me better support our customers.

Caleb Quinn

Level I Customer Support

Start Date at D.H.S.

March 2011

Previous industry experience

Prior to Definitive Homecare Solutions I have 4 years of customer support experience, one year of which was in the management field.

Certification/knowledge

I am currently enrolled in college for a bachelor's in Computer Information Systems. I graduated from a two year tech school in the field of Information Technologies.

Why i work at D.H.S.

The opportunities given to me to excel in D.H.S. as a support rep for the company is very exciting. I love challenges and I push myself every day to better myself and help others, so what better place to do so then D.H.S.? D.H.S. is going to be challenging and with the atmosphere while working being very relaxed, it is going to be a wonderful company to be a part of. I am looking forward to a long and helpful future for supporting and providing quality assistance for D.H.S. and our customers! 

Benson Helton

Level I Customer Support

Start Date at D.H.S.

March 2011

Previous industry experience

I have over two years in a call center environment, and many years before that working with my Family Business.

Years of Industry Experience

I have over 6 years total of customer service experience and plan to enroll in college for networking.

Why I work at D.H.S.

The opportunity to work in an environment of supportive people means a great deal to me. Many employers I've worked for have promised a great team orientated work environment that was unfortunately never there. The support team at DHS enacts team work as a major function in the working environment, which is one of the best aspects of working here. I believe that mentality shows in the solid and supportive customer service we provide. I look forward to many years working for DHS, and relish in the opportunity to grow with the company.

Tricia Savage

Level I Customer Support

Start Date at D.H.S.

April 2011

Previous industry experience

Prior to coming to DHS, I worked for a small independent pharmacy as the Lead Pharmacy Technician. I have also worked for a hospital, homecare, small pharmacy chain and a corrections facility.

Years of Industry Experience

I have been a certified pharmacy technician for 9 years and have worked in customer service for 7 years.

Certification/Knowledge

CPhT (Certified Pharmacy Technician)

Why I work at D.H.S.

In my short time here, I have noticed the relaxed environment and the teamwork. Someone is always willing to help. I enjoy not being directly in the medical field but still close enough to make a difference.

Tony Fosnaugh

Level I Customer Support

Start Date at D.H.S.

August 2011

Previous industry experience

I've worked for U.S.A.F., Fairfield Medical Center, Home Health Resources, Breathing Programs, Signs Unlimited (as LAN Admin) and Recovercare.

Years of Industry Experience

I have 15 years of DME experience with 3+ years of computer experience as a computer operator, and 1 year as a LAN Administrator.

Why I work at D.H.S.

I work at D.H.S. because of the opportunities it provides for me and the opportunity to expand my computer knowledge.

Brandy Baines

Level I Customer Support

Start Date at D.H.S.

November 2011

Years of Industry Experience

Two years experience in processing claims for various insurance companies (Medicare, Medicaid, and Private).

Previous Industry Experience

Six years of pharmacy experience. In my previous job, I processed worker compensation claims at the pharmacy level for medications as well as DME supplies.

Certification/Knowledge

Certified Pharmacy Technician and currently enrolled at Ohio Dominican seeking a Bachelors Degree in Business Management.

Why I work at D.H.S.?

After reading about D.H.S. online, I knew that this was the company to work for and I was right! Everyone here has welcomed me with open arms. Daily I am greeted by a new face and it's assuring to be in a position of appreciation.

Brice Shilling

Level I Customer Support

Start Date at D.H.S.

January 2012

Previous Industry Experience

Four years of Customer Service experience and one year of Technical experience.

Certification/Knowledge

Currently enrolled in college for a bachelors in Computer Networking Systems Information Technology.

Why I work at D.H.S.?

I wanted to work in my field of study and D.H.S. is giving me the opportunity to experience it firsthand. In the first few days of working here, I have felt so welcomed. It's nice to work in an environment where you feel like a person and not just a number at a desk. I'm hoping D.H.S will be a long-term investment for me and my career as I progress through school.

Joshua Duncan

National Account Department Manager

Start Date at D.H.S.

March 2008

Years of Industry Experience

I have 10 years of customer service and sales experience. Although my background doesn't include healthcare, I am eager to develop my understanding of the industry and put my skills to work assisting our customers.

Why I work at D.H.S.

It is so refreshing to work at D.H.S. The atmosphere is relaxed and allows you to have the freedom to utilize your unique blend of skills and personality. The people at D.H.S. believe in their product, their mission, and are genuinely eager to assist customers with any level of support they may require.

I look forward to coming to work every morning and going home every night with a sense of having accomplished something worthwhile, something that ultimately will contribute to the health and well-being of other people.

David Mackey

National Accounts CSR

Start Date at D.H.S.

July 2010

summary of experience

I have six years of customer service experience as well as training experience.

Certification/Knowledge

I'm planning on enrolling in college for my Bachelor's in Computer Science.

Why i work at D.H.S.

I am very excited to work and grow with the D.H.S. team. The commitment to excellence and customer care here is hard to match.  By staying focused on the customer as I expand my knowledge of the technology, combined with the freedom D.H.S. gives me to solve problems, I hope to make a difference in a meaningful way.

Angela Walters

National Accounts CSR

Start Date at D.H.S.

August 2005

Years of Industry Experience

Eight years

Previous Industry Experience

I’ve been a Certified Pharmacy Tech for 8 years. I’ve assumed many roles including compounding with Chemotherapeutic agents, TPN’s, and antibiotics, many materials management duties including pump tracking, inventory management, pick packing of medications and supplies, making deliveries to patients’ homes, local hospitals, as well as customer service calls to patients, nursing agencies, and hospitals.

Certification/Knowledge

Certified Pharmacy Technician

Why I work at D.H.S.

I feel that by working at D.H.S., with the background that I have, I understand, in depth, many of the issues that clients are calling in about. I know what it’s like to be in a hurry with patients waiting, and having that afternoon rush with getting meds “out the door”, and the need for D.H.S. customer support to be there to make sure that it happens.