FUJIKO SOMENO-JACKSON
Sunrise,USA
Summary
Results-driven healthcare operations expert with over 20 years in managed care and community health. Led teams in optimizing patient access and resolving complex insurance and medication issues. Ensured regulatory compliance and enhanced operational performance in high-volume settings. Specialized in quality assurance, customer complaint resolution, and process improvement.
Overview
35
35
years of professional experience
Work History
Senior Customer Care & Prescription Specialist
Assurance Health
Sunrise, FL
10.2018 - 11.2025
- Delivered high-quality customer experience by responding to inquiries via phone, email, SMS, and chat with professionalism and empathy.
- Supported diverse healthcare programs by addressing questions on accounts, orders, products, services, and online portal navigation, enhancing customer understanding.
- Guided customers through digital tools and self-service platforms, proactively enhancing user experience across the customer journey.
- Assessed customer needs through effective questioning and active listening, ensuring thorough investigation and resolution of complex issues.
- Exercised sound judgment in determining escalation needs, coordinating with internal teams to ensure timely resolution of customer issues.
- Escalated complex matters to appropriate teams for further resolution.
- Documented all customer interactions and resolutions in CRM systems to ensure data integrity and audit readiness.
- Analyzed recurring inquiries and service trends, providing actionable feedback to supervisors to inform service improvements.
Property Manager Office Administrator
Urban Real Estate Pros & Development
Plantation, FL
01.2003 - 01.2019
- Directed end-to-end property operations including acquisitions, leasing, tenant relations, rent collection, and financial reporting.
- Managed vendor contracts, maintenance schedules, inspections, and ensured regulatory compliance to protect asset value.
- Oversaw budgeting, documentation, and operational planning for multiple properties.
- Delivered customer service, resolved disputes, and developed strategies for tenant retention.
- Managed tenant communications and resolved inquiries efficiently.
- Coordinated property maintenance requests with contractors and service providers.
- Assisted in lease agreements and tenant move-in processes diligently.
- Scheduled property showings and conducted tours for prospective tenants.
- Supported financial reporting by processing invoices and tracking expenses.
- Maintained accurate property records and filing systems effectively.
- Implemented office procedures to improve daily operations and streamline workflow.
- Received applications from prospective tenants; verified credit history and references before approving applications.
- Created and processed rental agreements, lease renewals, notices to vacate, rent increases, evictions and other related paperwork.
Manager, Enrollment & Registration
Jessie Trice Community Health Center
Miami, FL
01.1995 - 01.2003
- Maintained quality assurance oversight for registration activities across all service areas, ensuring accuracy, compliance, and consistency.
- Delivered ongoing training and communicated policy, process, and system changes to existing staff to maintain operational readiness.
- Interviewed, hired, evaluated, coached, and counseled Patient Access staff to support performance improvement and team development.
- Coordinated staff training programs to enhance service delivery and compliance standards.
- Promoted a culture of excellent customer service and compassionate care within patient access teams, fostering accountability.
- Modeled and enforced AIDET guidelines in all patient interactions, ensuring staff consistently met organizational patient experience standards.
- Oversaw operational workflows to ensure efficient clinic management and resource allocation.
- Performed patient registration functions during peak volumes to minimize wait times.
- Resolved patient complaints and service concerns promptly, restoring patient confidence through professional interactions.
- Prepared payroll and developed monthly staffing schedules to ensure adequate coverage aligned with patient volume and clinic needs.
- Collaborated closely with external agencies and corporate partners on special initiatives and projects.
- Led community health initiatives to improve patient access and care quality.
Customer Service / Member Services Representative
Humana Healthcare
Miami, FL
01.1991 - 01.1995
- Handled high volume of inbound member calls, providing timely and accurate support in fast-paced managed care environment.
- Assessed member needs, providing clear information on benefits, claims, and plan services using appropriate systems.
- Built trust and sustained relationships with members through professional and empathetic communication.
- Resolved member complaints by identifying root causes and implementing effective solutions within service standards, improving member satisfaction.
- Met or exceeded individual and team performance targets, including call handling quotas and customer satisfaction goals.
- Maintained accurate records of member interactions and processed account updates according to established policies.
- Adhered to communication protocols and compliance requirements throughout all interactions.
- Proactively engaged members to exceed service expectations, enhancing overall service experience through personalized interactions.
- Collaborated with healthcare providers to resolve patient issues promptly.
- Educated members about preventive care options and resources available.
Education
Public Administration -
Broward Community College
Davie, FLSkills
- Customer relationship management
- Healthcare knowledge
- Healthcare regulations
- CRM documentation
- Compliance monitoring
- Quality assurance
- Data analysis
- Workflow automation
- Digital tools navigation
- Troubleshooting techniques
- Team collaboration
- Team performance improvement
- Vendor relations
- Resource allocation
- Time management
- Effective communication
- Performance enhancement
- Document control
Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteSalary Range
$20/hr - $1000/hrTimeline
Senior Customer Care & Prescription Specialist
Assurance Health
10.2018 - 11.2025
Property Manager Office Administrator
Urban Real Estate Pros & Development
01.2003 - 01.2019
Manager, Enrollment & Registration
Jessie Trice Community Health Center
01.1995 - 01.2003
Customer Service / Member Services Representative
Humana Healthcare
01.1991 - 01.1995
Public Administration -
Broward Community College