Audra Jones
Cincinnati
Summary
Dedicated professional with knowledge of customer service delivery and proven multitasking abilities. Knowledgeable regarding current Human Resources trends and compliance issues. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with others. Motivated to help others with a previous extensive nursing background, specifically with Worker's Compensation. Proficient with customer service and contributing to the success of the organization. Competent with quality work, speed, and process optimization. Articulate, energetic, and results-oriented with exemplary passion for developing relationships, cultivating partnerships, and assisting with others' achievements.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Spectrum
01.2022 - Current
- Collaborated across departments to resolve customer-related issues
- Anticipated needs and resolved problems to keep customers happy
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Frequently assisted with the training of new hire classes and remained a source of support upon them completing orientation.
- Completed lead experience to observe the role/job specifics and expectations of being a billing lead.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
Registered Nurse/RN Case Manager
Sheakley Unicomp
02.2012 - 09.2021
- Coordinated care of injured workers to facilitate a smooth recovery and return to work
- Kept employers up to date with employee recovery process
- Performed monthly audits on fellow case managers and took part of the monthly Total Quality Management team
- Provided monthly reports of quality statistics to management
- Delegated work assignments daily to cover out of office staff.
- Held caseload of over 80 patients while coordinating their treatment plan with the patient, their employer, the Ohio Bureau of Workers Compensation and the treating medical professional.
Registered Nurse Case Manager
Wellpoint Inc.
11.2008 - 02.2012
- Educated patients on preventive care and lifestyle choices to improve overall health
- Educated patients and caregivers on proper at-home care and treatment regimens
- Recorded changes in patient conditions and laboratory test results
- Conducted accurate chart updates in computer system
- Performed utilization review for non emergent procedures, hospital admissions, and durable medical equipment for patients
- Conducted post operative assessments and submitted reports to management regarding post op outcomes at variable time frames.
Education
Bachelor of Science (B.S.) - Human Resource Management -
Bellevue University
Bellevue, NE11.2024
Bachelor of Science (B.S.) - Nursing -
University of Cincinnati
Cincinnati, OH05.2017
Associate in Science (A.S.) - Nursing -
University of Cincinnati
Cincinnati, OH05.2001
Skills
- Active Listening
- Critical Thinking
- Strong communication
- Time Management
- De-escalation Techniques
- Problem-solving abilities
- Employee Relations
- Maintains confidentiality
- Microsoft Office and Docusign
- Familiar with new employee orientation program
- Strong sense of empathy
Middleinitial
A J
Affiliations
- Student Membership in the Society of Human Resource Management
Timeline
Customer Service Representative
Spectrum
01.2022 - Current
Registered Nurse/RN Case Manager
Sheakley Unicomp
02.2012 - 09.2021
Registered Nurse Case Manager
Wellpoint Inc.
11.2008 - 02.2012
Bachelor of Science (B.S.) - Human Resource Management -
Bellevue University
Bachelor of Science (B.S.) - Nursing -
University of Cincinnati
Associate in Science (A.S.) - Nursing -
University of Cincinnati