Jacquelin Underwood
Buford,GA
Summary
Senior Account Manager Performance-driven professional with 15+ years of experience in healthcare. Proven record with identifying and capitalizing on business growth opportunities and incorporating new products by understanding client needs and trends in the healthcare industry. Expert at training large sales and operational teams to enhance team performance. Adept at utilizing sales insight data and customer reviews to exceed the company established quality, compliance, and service standards. Authorized to work in the US for any employer
Overview
18
18
years of professional experience
1
1
Certification
Work History
Area Director
Acti-Kare Responsive In-Home Care
07.2024 - Current
- Responsible for overseeing the operations, performance, and quality of multiple locations within a specific geographic region, managing staff, budgets, and policies to ensure consistent performance and customer satisfaction.
Associate Director, Client Services
Procare Pharmacy
08.2023 - 09.2024
- Established and maintained professional relationship with clients.
- Identified, researched, resolved, and followed up on all reported client issues.
- Documented and retained all information pertaining to client program.
- Assisted in managing day-to-day activities of Account Managers.
- Communicate daily and as scheduled with business leader to provide necessary, timely feedback and assessment of business relationships.
- Established and maintained professional relationships with clients, which includes face-to-face meetings, effective written and telephone correspondence, good listening and comprehension skills.
- Established and maintained adherence to program business rules and related SOPs
- Assisted with implementation, communication and enforcement of corporate and management directives, policies and procedures.
Senior Account Manager
Procare Pharmacy
03.2021 - 08.2023
- Establish and lead formal quarterly business reviews (QBRs).
- Communicate with physician offices and assist in resolving issues.
- Resolution of client issues.
- Confirmation of requests for key customers.
- Track and report status for key customer requests.
- Identify trending client issues by office/geography.
- Proactively solicit feedback from key clients and provide feedback to key customers.
- Recommend enhancements to pharmacy operations, call center, reporting, and leadership.
- Track and report monthly accruals and budgets.
- Upload the Medical Information (MI) report into the manufacturer FTP site.
- KPI (Key Performance Indicator) tracking and reporting
Account Manager
Procare Pharmacy
01.2018 - 03.2021
- Establish and lead formal quarterly business reviews (QBRs).
- Communicate with physician offices and assist in resolving issues.
- Resolution of client issues.
- Confirmation of requests for key customers.
- Track and report status for key customer requests.
- Identify trending client issues by office/geography.
- Proactively solicit feedback from key clients and provide feedback to key customers.
- Recommend enhancements to pharmacy operations, call center, reporting, and leadership.
- Track and report monthly accruals and budgets.
- Upload the Medical Information (MI) report into the manufacturer FTP site.
- KPI (Key Performance Indicator) tracking and reporting
Office Associate
State Farm Agent
04.2015 - 01.2018
- Strengthened long-lasting relations with customers to accomplish shared goals/commitments.
- Rendered expert services in coordination with the agent aimed at achieving marketing goals.
- Generated revenue by conducting customer needs analysis and suggesting products/services.
Team Assistant/Document Specialist
PruittHealth
07.2013 - 04.2015
- Reduced outstanding 485-Plan of Care orders by tracking documents and document retrieval.
- Interfaced with physician office staff to remain updated with document status.
- Processed signed documents from physicians and expedited the overall billing process.
- Improved medical office relations & streamlined communication during the continuum of care.
Resident Assistant
Benton House
08.2012 - 07.2013
- Contributed to serving meals, feeding patients, ambulating, turning, and positioning patients.
- Delivered medication to residents following MAR.
- Ensured a safe and sanitary environment to include control of laundry and cleaning of facilities.
Resident Assistant
Chambrel
09.2011 - 08.2012
Medical Secretary
Camellia Home Health
10.2010 - 09.2011
Store Manager
Trade Secret Salon
07.2007 - 10.2010
Education
MBA - Health Services Management
DeVry University
12 2023
Graduate Certificate - Data and Analysis
Devry University
6 2021
Bachelor - Health Services Management
Devry University
1 2017
Certificate - Phlebotomy
Lanier Technical College
12 2011
Certificate - Nursing Aide
Lanier Technical College
12 2011
Skills
- Program Development
- Business Intelligence
- Microsoft Excel
- Presentation Skills
- Product management
- Data Analysis
- Healthcare & Insurance
- XML
- Analysis skills
- Strategic Planning
- Excellent Communication
- Business Analysis
- Account management
- Cross-functional Team Leadership
- Stakeholder Engagement
- Senior Account Management
- Product Development
- English
- Microsoft Word
- Program Management
- Process Improvement
Websites
Certification
- Property & Casualty License May 2015 to September 2027
- Life & Health Insurance License May 2015 to September 2027
Affiliations
Delta Mu Delta
Links
www.linkedin.com/in/jacquelinunderwood
Timeline
Area Director
Acti-Kare Responsive In-Home Care
07.2024 - Current
Associate Director, Client Services
Procare Pharmacy
08.2023 - 09.2024
Senior Account Manager
Procare Pharmacy
03.2021 - 08.2023
Account Manager
Procare Pharmacy
01.2018 - 03.2021
Office Associate
State Farm Agent
04.2015 - 01.2018
Team Assistant/Document Specialist
PruittHealth
07.2013 - 04.2015
Resident Assistant
Benton House
08.2012 - 07.2013
Resident Assistant
Chambrel
09.2011 - 08.2012
Medical Secretary
Camellia Home Health
10.2010 - 09.2011
Store Manager
Trade Secret Salon
07.2007 - 10.2010
MBA - Health Services Management
DeVry University
Graduate Certificate - Data and Analysis
Devry University
Bachelor - Health Services Management
Devry University
Certificate - Phlebotomy
Lanier Technical College
Certificate - Nursing Aide
Lanier Technical College