Summary
Work History
Education
Skills
Overview
Timeline
Generic

Alicia Jackson

Johnston,IA

Summary

Analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Work History

Program Coordinator

Centene, Iowa Total Care
08.2022 - Current


  • Responsible for initial review of assigned case levels to assist in Case Management assignment
  • Promoted communication, both internally and externally to enhance effectiveness of case management services.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Made 50 cold calls per day increasing member participation by 60%.
  • Trained and mentored 8 new personnel hired to fulfill various roles

Senior Administrative Assistant

UnitedHealth Group
10.2020 - 04.2022


  • Educated member on gaps in care and assisted with scheduling provider appointments.
  • Created customized care plans, working with hospital staff and providers to assess and meet individual needs
  • Assisted members with social determinants of health and linked to appropriate community resources.
  • Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.


Licensed Insurance Sales Agent

American Enterprise Group
12.2019 - 07.2020
  • Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
  • Provided comprehensive product knowledge and guidance to help clients on product selection.
  • Registered customer information on database to enable tracking history and maintain accurate records.
  • Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
  • Sold life and health insurance products to individuals using consultative selling techniques.

Adjustment Specialist

Bankers Bank
05.2019 - 11.2019
  • Processed and researched all incoming adjustments from the Federal Reserve Bank and other Financial Institutions
  • Met production targets and tight deadlines by collaborating closely with team members.
  • Assisted with reconciliations and bank communications.
  • Loggeded and maintain all documentation on items received and sent out to the Federal Reverse Bank and other Financial Institutions

Customer Service Manager

YRC Freight
06.2018 - 03.2019
  • Built and strengthened long-lasting client relationships based on customer-centric goals.
  • Took ownership of customer issues and followed problems through to resolution.
  • Collaborated with upper management to improve customer service processes and support structures company-wide
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.

Customer Service Lead

YRC Freight
06.2017 - 06.2018
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Create timely and accurate reports, internal documents and client revenue .

Customer Service Representative

YRC Freight
08.2013 - 06.2017
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Created timely and accurate reports, internal documents and client deliverables.
  • Cross-trained and provided backup support for organizational leadership.
  • Supported day-to-day account management for company clients.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing the customer's time-critical needs.

Medical Claims Processor

Mercy One Medical Center
02.2013 - 04.2013
  • Evaluated medical claims for accuracy and completeness and researched missing data.
  • Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
  • Verified patient insurance coverage and benefits for medical claims.
  • Monitored and updated claims status in claims processing system.
  • Posted payments to accounts and maintained records.

Fraud Prevention Specialist

First National Bank Texas
01.2010 - 12.2012
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Analyzed large amounts of financial data to find patterns of fraud and anomalies.
  • Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.

Vault Cashier

Brinks Armored
05.2006 - 09.2009
  • Balanced staff and vault at end of day and secured monies in accordance with established procedures.
  • Reconciled branch reports and general ledger accounts to identify unusual transactions, fraud and accounting errors.
  • Performed vault, alarm and door duties to facilitate opening and closing of operations.
  • Adhered to dual control processes and audited cash drawers to reduce losses due to accounting errors and employee theft.


Education

Southern High School

Diploma - Medical Billing And Technology

Allied Business Schools
Laguna Hills, CA

No Degree - Health Administration

Capella University
Minneapolis, MN

Skills

  • Interviewing Skills
  • Training Coordination
  • Staff Evaluations
  • Interdepartmental Coordination
  • Supporting Navigation
  • Comfort with Technology and Databases
  • Forms and Spreadsheet Creation
  • Project Management Abilities
  • CRM Software
  • Customer Account Management
  • Strong Telephone Etiquette
  • Time Prioritization

Overview

23
23

Years of experience

Timeline

Program Coordinator

Centene, Iowa Total Care
08.2022 - Current

Senior Administrative Assistant

UnitedHealth Group
10.2020 - 04.2022

Licensed Insurance Sales Agent

American Enterprise Group
12.2019 - 07.2020

Adjustment Specialist

Bankers Bank
05.2019 - 11.2019

Customer Service Manager

YRC Freight
06.2018 - 03.2019

Customer Service Lead

YRC Freight
06.2017 - 06.2018

Customer Service Representative

YRC Freight
08.2013 - 06.2017

Medical Claims Processor

Mercy One Medical Center
02.2013 - 04.2013

Fraud Prevention Specialist

First National Bank Texas
01.2010 - 12.2012

Vault Cashier

Brinks Armored
05.2006 - 09.2009

Southern High School

Diploma - Medical Billing And Technology

Allied Business Schools

No Degree - Health Administration

Capella University

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Alicia Jackson