Jaala Jackson
Summary
Professional in healthcare support, equipped to enhance patient experiences and streamline service processes. Proven ability to manage inquiries, resolve concerns, and provide reliable support in fast-paced environment. Strong collaborator with focus on achieving results and adapting to changing needs. Skilled in communication, problem-solving, and using healthcare software systems. Known for reliability, empathy, and effective teamwork.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Medical Customer Service Representative
Robert Half
10.2025 - 01.2026
- Assisted patients with inquiries regarding insurance coverage and billing processes.
- Coordinated communication between healthcare providers and patients to ensure clarity in service delivery.
- Resolved customer complaints efficiently, enhancing overall patient satisfaction levels.
- Educated patients on available medical services and procedures to improve understanding and compliance.
- Trained new representatives on best practices for customer engagement and problem resolution strategies.
- Led initiatives to improve response times for customer inquiries, resulting in enhanced service efficiency.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Completed clerical duties and tasks for clinic administration.
Patient Care Coordinator
Atlanta Women's Health Group
Atlanta, GA
09.2024 - 01.2025
- Gathering patient demographics, insurance information, and medical history.
- Coordinating appointments with doctors, specialists, and other healthcare providers.
- Providing clear explanations of diagnoses, treatment options, medication instructions, and self-care practices.
- Assessing insurance coverage and discussing potential out-of-pocket costs.
- Coordinated patient appointments, optimizing scheduling efficiency and reducing wait times.
- Managed patient inquiries, providing accurate information and enhancing patient satisfaction.
- Developed and maintained electronic health records, ensuring data accuracy and compliance with regulations.
- Facilitated communication between patients and healthcare providers to streamline care processes.
- Implemented patient follow-up protocols, improving continuity of care and treatment adherence.
- Trained new staff on office procedures and best practices, fostering a collaborative team environment.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Delivered excellent patient experiences and direct care.
- Coordinated with insurance companies for accurate billing and claim processing, reducing errors and financial discrepancies.
- Trained new staff on patient care coordination best practices, enhancing team effectiveness and patient support.
Insurance Verification Specialist
Hollis Cobb Associates
Atlanta, GA
03.2024 - 07.2024
- Contacting patients (working a queue) who have procedures scheduled, but have not had those procedures yet.
- Verifying if self-pay patients have any insurance not documented in client system.
- Verifying that insurance information in the client system is accurate.
- Determining the patient liability estimate - emphasis on estimate. The actual patient liability depends on circumstances of patient procedure; therefore the actual cost could be more than the estimate. This needs to be communicated to the patients.
- Soft collections of the patient liability amounts. (Like Early Out)
- Update the accounts.
- Conducted comprehensive insurance verifications to ensure patient eligibility and benefits coverage.
- Collaborated with healthcare providers to resolve discrepancies in insurance information and claims processing.
- Analyzed complex insurance policies to determine appropriate coverage for various medical procedures.
- Streamlined verification processes, enhancing efficiency and reducing turnaround times for patient admissions.
- Trained and mentored junior staff on best practices for insurance verification protocols and compliance standards.
- Managed escalated cases involving complicated insurance issues, ensuring prompt resolution and customer satisfaction.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Improved communication between medical staff and patients by explaining insurance benefits and financial responsibilities.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Increased patient satisfaction by promptly addressing concerns regarding insurance coverage or billing issues.
- Assisted patients with understanding personalized insurance coverage and benefits.
- Enhanced claim processing efficiency by verifying insurance coverage and obtaining pre-authorizations for procedures.
- Demonstrated a high level of professionalism and attention to detail in all aspects of insurance verification specialist role, consistently exceeding performance expectations.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Reduced errors in billing by accurately maintaining patient records with updated insurance information.
Claims Associate
State Farm Mutual Automobile Insurance Company
Atlanta, GA
06.2022 - 03.2024
- Handling Inbound and Outbound calls from customers, Attorney offices, Medical providers, repair facilities, rental facilities, etc.
- Recording loss via phone, email, and fax.
- Setting customers up with repair facilities, rental, other vendors.
- Issue payments and paying what is owed.
- Documenting files, faxing, emailing, and text.
- Uploading documents to file.
- Requesting documents from various providers.
- Processed claims efficiently, ensuring adherence to company policies and regulatory requirements.
- Evaluated claim documentation for accuracy, identifying discrepancies and facilitating timely resolutions.
Patient Access Representative
Wellstar Health System
Atlanta, GA
11.2021 - 05.2022
- Collecting information such as patient demographics, medical history, billing and insurance information.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Ensures patient accounts are complete with valid insurance coverage and current demographic/clinical data.
- Calculates patient financial responsibility, presents patient financial options/requirements and processes patient payments.
- Secures patient consent and acknowledgement on required forms/notices.
- Relaying information to relevant staff members, dealing with patients questions, concerns, and issues.
- Trained new staff on patient access protocols and system navigation for improved efficiency.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Contributed to revenue cycle improvements by identifying and rectifying billing discrepancies.
- Greeted and assisted patients with check-in procedures.
Financial Counselor
Advance Urology
Atlanta, GA
09.2020 - 05.2021
- Responsible for arranging for efficient and accurate collection of information for orderly registration of pediatric, adult, and geriatric patients.
- Collects and distributes patient information, billing information, and collection information.
- Provides financial estimates and collects applicable patient financial liability.
- Positively affects the patient's experience.
- Makes patients and families aware of policies and procedures.
- The duties of this position require the exercise of courtesy in speaking with patients, families, and others to maintain sound community relations.
- Initiating authorization for upcoming procedures.
- Insurance verification via online, fax, and phone.
- Obtain policy number, effective dates, copays, deductible, out of pocket cost, etc.
- Fax forms over to doctors office so they can be uploaded to patients charts.
- Create authorizations via phone, fax, or web.
- Creating authorization for MRI, tattoos, etc.
- Obtain and provide doctors and hospitals NPI and Tax ID information to insurance company to determine if in network.
- Research and provide dx and CPT codes based off the patients operations and medical history.
- Fax and email clinical information per request.
- Add patients to doctor schedule once approved and also notify office staff.
- Create appeals or peer to peer for authorization that are denied.
- Enter claims into the DAQ system.
- Updating and maintaining computer files, emails, answering phones, faxing, copying, and ordering office supplies.
Patient Access Representative/ Financial Counselor
Northside Hospital
Atlanta, GA
10.2019 - 12.2020
- Responsible for arranging for efficient and accurate collection of information for orderly registration of pediatric, adult, and geriatric patients.
- Collects and distributes patient information, billing information, and collection information.
- Provides financial estimates and collects applicable patient financial liability.
- Positively affects the patient's experience.
- Makes patients and families aware of hospital policies and procedures.
- The duties of this position require the exercise of courtesy in speaking with patients, families, and others to maintain sound community relations.
- Facilitated patient check-in processes to enhance workflow efficiency.
- Managed insurance verification to ensure accurate billing and reduce claim denials.
- Trained new staff on procedures and systems, fostering a collaborative team environment.
- Supported medical staff by coordinating diagnostic testing appointments, lab results retrieval, and necessary referrals in a timely manner.
- Reduced financial loss through diligent monitoring of outstanding balances and proactive collection efforts with patients and insurers.
Customer Service Representative/ Patient Registration
hollis cobb
Duluth, GA
10.2018 - 03.2020
- Contacting patients (working a queue) who have procedures scheduled, but have not had those procedures yet.
- Verifying if self-pay patients have any insurance not documented in client system.
- Verifying that insurance information in the client system is accurate.
- Determining the patient liability estimate - emphasis on estimate. The actual patient liability depends on circumstances of patient procedure; therefore the actual cost could be more than the estimate. This needs to be communicated to the patients.
- Soft collections of the patient liability amounts. (Like Early Out)
- Update the accounts.
- Managed multiple customer accounts, ensuring accurate and timely responses to requests.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Insurance/Authorization Specialist
Lenox Park Medical/ Perimeter Plastic Surgery
Atlanta, GA
04.2017 - 10.2018
- Insurance verification via online, fax, and phone.
- Obtain policy number, effective dates, copays, deductible, out of pocket cost, etc.
- Fax forms over to doctors office so they can be uploaded to patients charts.
- Create authorizations via phone, fax, or web.
- Creating authorization for MRI, tattoos, etc.
- Obtain and provide doctors and hospitals NPI and Tax ID information to insurance company to determine if in network.
- Research and provide dx and CPT codes based off the patients operations and medical history.
- Fax and email clinical information per request.
- Add patients to doctor schedule once approved and also notify office staff.
- Create appeals or peer to peer for authorization that are denied.
- Enter claims into the DAQ system.
- Updating and maintaining computer files, emails, answering phones, faxing, copying, and ordering office supplies.
- Processed insurance authorizations efficiently to optimize patient care timelines.
- Coordinated communication between medical staff and insurance providers to resolve authorization issues.
Prior Authorization Specialist
Peach State Health Plan
Atlanta, GA
06.2016 - 10.2018
- Create authorization for Inpatient, Outpatient procedures, DME, Rehab, and Home Health.
- Authorization submitted via fax, phone, or web.
- Worked with providers to create authorization for member who had both Medicare and Medicaid.
- Researching CPT and ICD-9 codes to make sure they are still valid via state standards.
- Worked side by side with the pharmacy department to create authorization for prescription and dialysis.
- Attach medical records to correct authorization.
- Contact providers if information is missing or conflicting with other authorization.
- Data entry with inbound and outbound calling.
- Verify eligibility and benefits.
- Answer phone queues and process faxes within established standards.
- Data enters authorizations into the system.
- Managed prior authorization requests to ensure compliance with health plan policies.
- Collaborated with healthcare providers to gather necessary documentation for approvals.
Advocate
Altegra Health
Alpharetta, GA
10.2015 - 06.2016
- Answering inbound and outbound calls.
- Worked with members who have both Medicare and Medicaid.
- Help members apply for state and federal programs that could assist with lowering their medication cost.
- By obtaining the members income information and entering the information into the Social Security website or other federal forms to determine if the member qualifies.
- Help them locate community programs that assist with daily needs such as rental assistance, transportation, meals on wheels, free eye exams, etc.
- Led cross-functional teams in developing policies that align with healthcare laws.
Enrollment Counselor
Maximus
Atlanta, GA
07.2015 - 10.2015
- Answer incoming calls daily.
- Enroll Medicaid members into Health Plans for the state of Louisiana.
- Answer Health Plan questions accurately.
- Resolve issues effectively.
- Assist with transfers of Health Plans if requirements are met.
- Provide contact information to enrollees in regards to transportation, DHH, Health Plan, etc.
- Update and maintain enrollees personal information such as address, phone number, email address.
- Notate each account accurately for follow up support if needed.
- Guided prospective students through enrollment processes and program options.
- Assisted in resolving student inquiries and providing timely support.
Customer Service Representative
State Farm Mutual Automobile Insurance Company
Atlanta, GA
06.2014 - 03.2015
- Data entry, updating policy holders information, processing auto and fire claims, processing payments through credit, debit or electronic checks submitting proof of insurance to various departments.
- Processing new car information, assisting with catastrophes, conducting monthly team meetings to discuss changes in policy or procedures.
- Conducting weekly huddles to discuss team metrics.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Processed claims efficiently, ensuring compliance with company policies and standards.
- Assisted clients in understanding policy terms and coverage options to enhance customer satisfaction.
Customer Service Representative
Xerox
Atlanta, GA
06.2011 - 10.2014
- Work on the Georgia Department of Labor (work from home) project.
- Answering calls from claimants.
- Discussing claims in depth, payment was released, extension, work search, weekly certifications, what documents are needed to file a claim, data entry submitting email to supervisor, payment release.
- Developed training materials for onboarding new representatives, improving team integration.
- Streamlined service processes, reducing response times and enhancing overall customer experience.
- Mentored junior staff, fostering professional development and knowledge sharing within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Caregiver/Med Tech
ResCare Community Living
Carbondale, IL
01.2010 - 08.2011
- Providing care for patients with various disabilities.
- Passing meds per doctors orders, preparing meals per diets, providing showers, bath, and daily hygiene.
- Documenting hourly on patients conditions.
- Providing daily outdoor activities such as walking, planting flowers, etc.
- Provided daily assistance with personal care and daily living activities for individuals with disabilities.
- Developed individualized care plans to enhance client well-being and independence.
- Monitored and documented clients' health status, including medication adherence and behavioral changes.
- Collaborated with healthcare professionals to coordinate comprehensive care strategies for clients.
- Trained new staff on best practices in caregiving and safety protocols to ensure high-quality service delivery.
- Implemented recreational activities that promoted social interaction and mental engagement among clients.
- Built strong relationships with clients to deliver emotional support and companionship.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Life Skills Specialist
Neurorestorative
Carbondale, IL
01.2008 - 06.2011
- Providing care for patients with various disabilities.
- Passing meds according to doctors' orders.
- Preparing meals according to diets.
- Providing showers, baths and daily hygiene.
- Documenting hourly on patients conditions.
- Exercising, doing daily activities with patients.
- Taking patients on outings such as mall, movies, etc.
- Developed individualized life skills programs to enhance clients' independence and overall quality of life.
- Collaborated with multidisciplinary teams to create comprehensive care plans tailored to client needs.
- Facilitated group sessions focused on communication, socialization, and daily living skills development.
- Conducted assessments to identify clients' strengths, challenges, and areas for skill enhancement.
Unit Secretary
Anchor Hospital
College Park, GA
08.2007 - 11.2008
- Admission, creating and breaking down charts.
- Updating and maintaining computer files, fax, copying.
- Placing doctor orders by phone or fax.
- Vitals, assisting doctors with locating patients.
- Visual checks on patients every 15 mins.
- Leading group sessions, assisting with medication disbursement.
- Coordinated patient admissions and discharges, ensuring accurate documentation and adherence to hospital policies.
- Managed scheduling for medical staff, optimizing workflow and enhancing operational efficiency.
- Maintained electronic health records, ensuring confidentiality and compliance with regulatory standards.
- Facilitated communication between departments, improving interdepartmental collaboration and patient care quality.
- Trained new staff on office procedures and electronic systems, fostering a knowledgeable team environment.
- Oversaw inventory management of office supplies, ensuring availability while minimizing waste and costs.
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
Education
Associate of Arts - Criminal Justice
University of Phoenix
01.2015
Bachelor of Nursing -
Nightingale College
Ogden, UTSkills
- Hospital Experience
- Scheduling
- Medical records
- Documentation review
- Epic
- EMR
- Phone etiquette
- Medical Terminology
- Medical Scheduling
- Clerical Experience
- Medication Administration
- CPT
- ICD-10
- Vital Signs
- Knowledge Management
- Eclinical Work
- HIPAA
- Microsoft Publisher
- Customer Service Skills
- Medical Billing
- Claims
- Typing
- Kronos
- Communication skills
- Lock box
- Clerical experience
- Windows
- Accounting
- ICD-9
- Outlook
- Computer literacy
- Microsoft Access
- Hospital experience
- ICD
- Triage
- Memory care
- Laboratory Experience
- Medical terminology
- Medical Office Experience
- Incontact
- Billing
- Medical Insurance
- MEDICAL RECORDS
- Anatomy Knowledge
- DATA ENTRY
- Laboratory experience
- Specimen collection / processing
- Knowledge management
- Customer service
- Excel
- EMR systems
- Medical Coding
- ICD coding
- Medical coding
- Insurance Verification
- Claims investigation
- Customer relationship building
- Critical thinking
- Active listening
- Professionalism and courtesy
- Medicare/Medicaid
- Patient scheduling
- Patient registration
- Insurance verification
- Call routing
- Precertification
- Medical terminology proficiency
- Telephone etiquette mastery
- Patient data updates
- Patient information retrieval
- Problem-solving
- Friendly and outgoing
- Multitasking and organization
- Team collaboration
Certification
- Driver's License
- CNA
- CPR Certification
- Property & Casualty License
- Certified Medication Technician
- Certified Medication Aide
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
- Availability: Anywhere
- Visa Status: Authorized to work in the US for any employer
Assessments
- Protecting patient privacy, Proficient, 2022-03-01
- Medical billing, Proficient, 2024-08-01
- Home health aide skills, Proficient, 2024-07-01
- Medical receptionist skills, Proficient, 2022-05-01
- Medical terminology, Proficient, 2024-08-01
- Administrative assistant/receptionist, Proficient, 2021-07-01
- Work motivation, Proficient, 2021-08-01
- Customer service, Proficient, 2020-05-01
- Attention to detail, Proficient, 2024-08-01
- Scheduling, Proficient, 2024-08-01
Additional Information - Skills
1 year, 1 year, 10+ years, 10+ years, 10+ years, 10+ years, 10+ years, 2 years, Less than 1 year, Less than 1 year, 10+ years, 10+ years, 10+ years, 5 years, 5 years, 10+ years, 4 years, 1 year, 10+ years
Timeline
Medical Customer Service Representative
Robert Half
10.2025 - 01.2026
Patient Care Coordinator
Atlanta Women's Health Group
09.2024 - 01.2025
Insurance Verification Specialist
Hollis Cobb Associates
03.2024 - 07.2024
Claims Associate
State Farm Mutual Automobile Insurance Company
06.2022 - 03.2024
Patient Access Representative
Wellstar Health System
11.2021 - 05.2022
Financial Counselor
Advance Urology
09.2020 - 05.2021
Patient Access Representative/ Financial Counselor
Northside Hospital
10.2019 - 12.2020
Customer Service Representative/ Patient Registration
hollis cobb
10.2018 - 03.2020
Insurance/Authorization Specialist
Lenox Park Medical/ Perimeter Plastic Surgery
04.2017 - 10.2018
Prior Authorization Specialist
Peach State Health Plan
06.2016 - 10.2018
Advocate
Altegra Health
10.2015 - 06.2016
Enrollment Counselor
Maximus
07.2015 - 10.2015
Customer Service Representative
State Farm Mutual Automobile Insurance Company
06.2014 - 03.2015
Customer Service Representative
Xerox
06.2011 - 10.2014
Caregiver/Med Tech
ResCare Community Living
01.2010 - 08.2011
Life Skills Specialist
Neurorestorative
01.2008 - 06.2011
Unit Secretary
Anchor Hospital
08.2007 - 11.2008
Associate of Arts - Criminal Justice
University of Phoenix
Bachelor of Nursing -
Nightingale College