DOMINIQUE JACKSON

• Coordinates the dispatch of emergency response personnel, and facilitate the deployment of appropriate assets/equipment.
• Maintains contact with field units via radio, providing directions and assistance as needed.
• Utilizes mapping software programs to plot locations of incidents quickly and accurately.
• Utilizes proper telephone etiquette when speaking with callers in order to maintain a professional demeanor.
• Conducts calmly and professionally under pressure while making decisions in high stress situations.
• Adheres strictly to departmental policies and protocols related to handling emergency communications.
• Performs inquiries and criminal history checks for multiple law enforcement agencies through NCIC and NCJIS systems; collects statistical data for reports; update and ensure the accuracy of the database.

• Coordinated discharge planning activities for patients leaving hospital or long-term care facilities.
• Managed billing procedures for health services rendered by providers within the facility.
• Assisted with the coordination of inpatient and outpatient medical services.
• Responded to inquiries from patients regarding their care plans and insurance coverage options.
• Served as a liaison between patients, physicians, hospitals, insurance companies and other involved parties.
• Implemented quality assurance processes related to clinical operations such as tracking outcomes data.

• Educated the public on preventative measures such as wearing masks, social distancing, hand washing.
• Maintained confidential records of contact tracing activities in accordance with HIPAA regulations.
• Responded quickly to inquiries from community members about potential exposures or symptoms associated with COVID-19.
• Monitored trends in the spread of COVID-19 by analyzing data from contact tracing efforts.
• Assisted individuals with navigating health care systems, appointments and classes.
• Helped people enroll in programs, arrange transportation and coordinate paperwork.

• Set up, stored and updated customer files, department records and regulatory paperwork.
• Resolved escalated customer complaints in a professional manner.
• Established effective communication channels between clients and other departments within the organization.
• Ensured compliance with applicable laws, regulations, policies and procedures related to loan service operations.
• Performed administrative duties such as filing paperwork, preparing letters of commitment and denial, sending out disclosure packages.
• Responded promptly to all customer inquiries regarding financing options and services provided by the company.

• Customer Service based Assistance for patients with specialty drug needs.
• Verification of benefits, provided assistance with refill orders, coordinated financial assistance, provided resources for pharmaceutical information, and coordination with healthcare professionals.

• Residential Support for individuals with intellectual disabilities Care in the home with daily care, medication administration, preparation of meals, coordination of, and accompaniment to appointments and other regular activities.

Contact insurance companies on behalf of the physician’s office to verify patient benefits.
▪ Complete data entry and appropriate forms to document patient’s benefits coverage.
▪ Conduct prior authorization research.
▪ Ensure that related information is obtained, documented in detail, tracked and available for
access & quality review.
▪ Comply with all appropriate policies, procedures, safety rules and regulations. Offered
customer service outreach.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with up to 80calls in queue per day.
• Provided primary customer support to internal and external customers in fast-paced environment.
• Entered customer interaction details in integrated software to track requests, document problems and record solutions offered.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Responded to customer requests for products, services and company information.
• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.

▪ Performed administrative and customer service work in a customer call center setting.
▪ Assisted policy members with daily inquiries, provided accurate and helpful information.
▪ Balanced empathy and compassion with listening and comprehension skills to help members
and help solve problems effectively.
▪ Handled correspondence and assisted with provider relations on behalf of patients and families.