Jaclyn Pierce
Normal,IL
Summary
Dedicated customer service professional with 16 years experience assisting customers, resolving issues, and improving satisfaction. Skilled in communication, problem-solving, and maintaining a positive customer experience. Currently seeking part-time work where I can contribute excellent service skills while supporting business goals.
Overview
13
13
years of professional experience
Work History
Preauthorization Referral Specialist
Carle Health Methodist Hospital
12.2022 - Current
- Assisted with patient referrals to ensure timely access to healthcare services.
- Coordinated communication between patients and medical providers to facilitate seamless service delivery.
- Maintained organized records of referral requests and outcomes for accurate tracking and reporting.
- Developed familiarity with electronic health record systems to streamline referral processes.
- Adapted quickly to changes in procedures, ensuring compliance with organizational policies and standards.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Collaborated with healthcare providers to ensure accurate and complete referral information, improving patient care coordination.
- Verified insurance benefits and eligibility for procedures before referring clients.
- Promoted clear communication between primary care providers and specialists through detailed documentation and follow-up calls.
- Developed strong relationships with external healthcare facilities, fostering a collaborative approach to patient care coordination.
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Scheduled appointments with specialists on behalf of clients.
- Identified opportunities for process improvements within the referral department, leading to increased efficiency and accuracy.
- Acted as a liaison between referring physicians and specialists, establishing trust and rapport through professionalism.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Maintained comprehensive knowledge of provider networks, ensuring appropriate specialist recommendations for patients.
- Processed referral requests from patients, doctors and other health care professionals.
Customer Advocate II
Health Care Service Corporation
02.2013 - 10.2020
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance customer experience and streamline support processes.
- Maintained detailed records of customer interactions using CRM software to ensure accurate tracking and reporting.
- Implemented best practices in conflict resolution, enhancing overall customer satisfaction ratings significantly.
- Trained junior staff on product knowledge, ensuring consistent service quality across all customer touchpoints.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
Education
No Degree - English/Communications
Lincoln Land Community College
Springfield, ILHigh School Diploma -
Mt Pulaski High School
Mt. Pulaski, IL06-2006
Skills
- Insurance verification
- Data entry proficiency
- Pre-authorizations
- Medical terminology
- Database management
- Patient confidentiality
- Physician authorizations
- Appointment scheduling
- Follow-up skills
- Healthcare industry
- Multi-line telephone operation
- Scheduling software
- Medical terminology knowledge
- Notetaking and documentation
- HIPAA regulations
- Patient scheduling
- Accurate documentation
- Electronic patient charts
- Referral tracking
- MS office expertise
- Outbound calls
- Insurance precertification processes
- Customer service
- Insurance authorizations
- Organization and time management
- HIPAA compliance
- Problem-solving
- Collaboration and teamwork
- Administrative support
- Office coordination
- Data entry
- Patient referral
- Adaptable and flexible
- Flexible schedule
- Computer proficiency
- Teamwork
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
Languages
English
Native or Bilingual
Timeline
Preauthorization Referral Specialist
Carle Health Methodist Hospital
12.2022 - Current
Customer Advocate II
Health Care Service Corporation
02.2013 - 10.2020
No Degree - English/Communications
Lincoln Land Community College
High School Diploma -
Mt Pulaski High School