Inez Jackson
Martinsburg,WV
Summary
Dynamic healthcare professional with over a decade of experience in client coordination and case management, specializing in member engagement and care coordination. Proven track record in documentation and regulatory compliance, honed through tenure at Aetna, complemented by strong skills in patient scheduling and administrative support acquired at St. Agnes Hospital. Expertise in telephonic outreach, care team collaboration, and patient advocacy positions well for a Care Coordinator role aimed at driving improved outcomes and enhancing patient experiences. Committed to fostering positive relationships and delivering high-quality support within the healthcare sector, ensuring that every interaction contributes to overall patient well-being.
Overview
6
6
years of professional experience
Work History
Concierge
Berkeley Medical Center
03.2025 - Current
- Facilitated patient inquiries, providing timely and accurate information to enhance visitor experience.
- Coordinated appointment scheduling for patients and families, ensuring seamless access to medical services.
- Managed front desk operations, maintaining organized records and efficient communication with medical staff.
- Enhanced patient satisfaction by swiftly resolving concerns and addressing requests with professionalism.
- Trained new team members on concierge duties, fostering a collaborative environment focused on excellent service.
- Developed and implemented concierge protocols, improving service delivery standards across the facility.
- Streamlined check-in processes, reducing wait times and improving overall patient flow in the facility.
- Collaborated with departments to address special needs of patients, ensuring comprehensive support during visits.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Improved overall guest satisfaction by consistently exceeding expectations in all aspects of concierge services.
Unit Secretary
Berkeley Medical Center
12.2024 - 03.2025
- Coordinated patient admissions and discharges, ensuring accurate documentation and timely communication with medical staff.
- Managed scheduling of appointments, optimizing workflow for healthcare providers and enhancing patient experience.
- Maintained electronic health records, ensuring compliance with privacy regulations and accuracy in patient information.
- Assisted in preparation of departmental reports, contributing to effective data management and operational efficiency.
- Coordinated patient admissions and discharges to optimize ER workflow efficiency.
- Managed electronic health records ensuring accuracy and confidentiality of patient information.
- Facilitated communication between medical staff, patients, and families to enhance care delivery.
- Scheduled appointments and follow-up procedures to streamline patient care processes.
- Responded promptly to emergency situations, providing critical support to medical personnel as needed.
- Ensured HIPAA compliance while handling sensitive patient information with utmost confidentiality and discretion.
- Streamlined workflows for nurses and doctors by accurately maintaining patient charts and updating information as needed.
- Assisted in reducing wait times by promptly answering phone calls, directing inquiries, and routing messages to appropriate personnel.
- Collaborated with other departments for seamless interdepartmental communication regarding patient care plans.
- Managed daily census reports, allowing hospital administration to track key performance indicators effectively.
- Facilitated timely admissions, discharges, and transfers of patients to improve overall ER operations.
- Coordinated interpreter services when necessary to facilitate proper communication between healthcare providers and non-English speaking patients or family members during critical moments of care delivery process in the emergency room context.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Received and routed laboratory results to correct clinical staff members.
Case Management Analyst
Aetna, a CVS Health Company
02.2024 - 09.2024
- Engaged members through telephonic outreach and utilized care management tools to review information data, enhancing member contact and participation.
- Coordinated initial nonclinical service needs such as DME and transportation for members in collaboration with a multidisciplinary Care Team, ensuring seamless support services.
- Documented case management activities in accordance with regulatory, accreditation, and company guidelines, while also identifying and escalating quality of care issues through appropriate channels.
Emergency Room Unit Secretary
University of Maryland Medical Center
11.2019 - 06.2024
- Maintained accurate medical records and insurance information, ensuring streamlined appointment scheduling and payment processing.
- Addressed over 100 daily caller inquiries, coordinating with hospitals to confirm patient histories and facilitate office operations.
- Organized patient files and prepared treatment rooms, improving administrative workflow in collaboration with medical staff.
- Provided essential support during emergency situations and managed communication for a multi-physician emergency room, including appointment scheduling and patient correspondence.
Customer Service Advocate I
CareFirst BlueCross BlueShield
01.2023 - 02.2024
- Addressed customer inquiries on product information, benefits, claims, eligibility, and billing, delivering accurate and timely responses.
- Educated members on health programs and financial options, promoting utilization of self-service tools and improving service engagement.
- Resolved technical issues related to digital platforms, aiding in navigation and troubleshooting to enhance overall user experience.
Call Center Intake Specialist
Janet, Janet and Suggs LLC
02.2021 - 03.2023
- Assessed prospective client needs to direct them to appropriate resources, ensuring alignment with firm criteria.
- Managed multi-channel communications, improving the client intake process through phone, email, chat, and text interactions.
- Coordinated attorney schedules, enhancing the efficiency of initial consultations between attorneys and potential clients.
- Supported client relationship management by gathering feedback and resolving conflicts, bolstering overall service quality and customer satisfaction.
Patient Access Representative
St Agnes Hospital
10.2020 - 12.2021
- Coordinated scheduling for multiple therapy appointments, ensuring precise entry of instructions into the electronic medical record system.
- Managed patient communications, confirmed appointments, conducted pre-procedure calls, and verified insurance information to maintain data integrity.
- Facilitated patient care continuity by reviewing discharge instructions and arranging follow-up appointments, enhancing departmental efficiency through collaborative multi-system data entry.
Education
Associate of Science - Cancer Registry Management
University of Cincinnati
Cincinnati, OH05-2027
Skills
- Communications
- MS Office
- Customer Service
- Organization
- Team Builder
- Medical Office Experience
- Medical Scheduling
- Medical Records
- Medical Terminology
- Epic
- EMR Systems
- Contract management
- Hospital Experience
- EClinicalWorks experience
- Proficient in Capterra usage
- Ring Central
- Google Docs
- Crisis Intervention
- Google Suite
- Research
- Data Entry
- Microsoft Office
- Live Chat
- Office Administration
- Lead Docket (Less Than 1 Year)
- Filevine (1 Year)
- Managed Care
- Insurance Verification
- Effective problem solving
Timeline
Concierge
Berkeley Medical Center
03.2025 - Current
Unit Secretary
Berkeley Medical Center
12.2024 - 03.2025
Case Management Analyst
Aetna, a CVS Health Company
02.2024 - 09.2024
Customer Service Advocate I
CareFirst BlueCross BlueShield
01.2023 - 02.2024
Call Center Intake Specialist
Janet, Janet and Suggs LLC
02.2021 - 03.2023
Patient Access Representative
St Agnes Hospital
10.2020 - 12.2021
Emergency Room Unit Secretary
University of Maryland Medical Center
11.2019 - 06.2024
Associate of Science - Cancer Registry Management
University of Cincinnati