Jacqueline Godfrey
Burlington,NJ
Summary
Outgoing Intake Supervisor with experience overseeing multiple tasks and managing employees successfully.
Experienced with intake management, ensuring seamless operations and client satisfaction. Proactive and goal-oriented with excellent time management and effective problem-solving skills. Utilizes effective communication to guide team and maintain workflow processes and procedures. Proven record of implementing strategic improvements and maintaining high standards in customer service.
Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
33
33
years of professional experience
Work History
WC Intake Supervisor
NJSIG
Mount Laurel, NJ
01.2025 - Current
- Supervised intake process, ensuring compliance with organizational policies and procedures.
- Trained new staff on intake protocols and system navigation for optimal efficiency.
- Implemented strategies to streamline data collection and processing workflows.
- Developed training materials to enhance team performance in member interactions.
- Analyzed intake metrics to identify areas for improvement in customer service.
- Facilitated cross-departmental communication to resolve member inquiries efficiently.
- Led initiatives to enhance member satisfaction through improved intake procedures.
- Mentored team members, fostering professional development and knowledge sharing.
- Established clear expectations for staff performance through monthly one on ones and staff meetings.
- Enhanced team productivity with thorough training sessions and regular performance evaluations.
- Prioritized high-risk cases by assessing member needs accurately during the intake process, allocating appropriate resources accordingly.
- Conducted regular meetings with the intake team to discuss performance metrics, identify areas for improvement, and develop action plans accordingly.
- Stayed up-to-date on industry trends and best practices to provide informed recommendations for process improvements within the department.
- Contributed to company-wide initiatives aimed at improving overall service quality across various departments.
- Participated in recruitment efforts, helping to select highly qualified candidates for open positions within the team.
- Served as a liaison between members and service providers, facilitating communication and collaboration to ensure seamless care coordination.
- Developed strong relationships with medical providers and vendors to assure WC protocols are followed.
- Fostered a positive work environment that encouraged teamwork, communication, and continuous improvement among all members of the organization.
- Maintained a high level of member satisfaction by addressing concerns promptly and professionally.
- Spearheaded the development of new intake forms, ensuring all necessary information was gathered effectively and efficiently during the initial contact.
- Collaborated with other departments to improve overall service and member outcomes.
- Enhanced office productivity by handling high volume of callers per day.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to intake staff to organize and improve office efficiency.
- Oversaw appointment scheduling and itinerary coordination for both members and personnel.
WC Intake Representative
NJSIG
Mount Laurel, NJ
07.2023 - 01.2025
- Facilitated communication between members and internal departments to streamline intake processes.
- Coordinated scheduling of appointments, ensuring timely service delivery for all members.
- Trained new staff on intake procedures and best practices, enhancing team performance.
- Reviewed incoming applications for completeness and compliance with established guidelines.
- Implemented process improvements that increased efficiency in information gathering and processing.
- Led initiatives to enhance data accuracy and reporting capabilities within the intake department.
- Mentored intake representatives, fostering a collaborative work environment focused on member satisfaction.
- Educated members on available services and programs, empowering them to make informed decisions about their care options.
- Conducted thorough assessments of member's needs, connecting them with appropriate resources and services within the organization.
- Managed high call volumes while maintaining a professional demeanor, ensuring a positive experience for all callers.
- Assisted in the development of training materials for new Intake Representatives, contributing to overall team success.
Claims Assistant
New Jersey Schools Insurance Group
01.2016 - 12.2019
- Assist the Claims Manager as well as Worker’s Compensation, Liability and Legal departments. Assisted the departments with the development of procedures and functions that the department routinely performed. Mentioned and used skills for a variety of departments. Organized and assisted the New Jersey Schools Insurance Group with the following:
- Assist the Claims Manager in duties i.e., Property, General Liability, Auto Liability, Worker’s Compensation and School Boards Liability.
- Assist the Legal Department with the review of contracts, agreements and other legal documents.
- Responsible for providing most communication materials to Defense Counsel, Outside Appraisal and Environmental Companies.
- Obtain court data for all retention letters to defense attorneys on behalf of our Legal and Liability Departments
- Maintain and review the monthly Adjudication Calendar for Legal and Liability Departments
- Liaison between vendors and claims department for Request for Proposal.
- Consistent communication with Business Administrators and Brokers regarding appropriate forms and materials for new claims set-ups.
- First point of contact for billing inquiries
- Assist Accounting Department with yearly 1099 Reconciliation
JA’CLEAN- COMMERCIAL CLEANING BUSINESS
01.1993 - 10.2016
- Perform timely and accurate monthly accounts payable functions. Process and reconcile all accounts at the end of the month. Ensure accuracy of all accounts in a timely and efficient manner. Managed and maintained several commercial accounts while displaying an exemplary service.
- Extensive experience in accounts payable/receivables
- Process all employee payroll
- Maintain control of all accounts payable inquiries
- Create spreadsheets for expenditures, sales tax, billing and payroll for the company
- Maintain control of accounts payable and receivables while following the retention schedule.
- Review invoices and check processing
Education
Associates Degree - Business
Strayer University
Washington, D.C.01-1979
Skills
- Highly Motivated
- Business Process Improvement
- Detail Oriented
- Vendor Relationship Management
- Systems Administrators, Broker Relationships
- Staff training and development
- Professionalism and ethics
- Policy enforcement
- Teamwork and collaboration
- Multitasking and organization
- Excellent communication
- Adaptability and flexibility
- Customer service management
- Relationship building
- Coaching and mentoring
- Conflict resolution
- Scheduling and calendar management
- Staff management
Timeline
WC Intake Supervisor
NJSIG
01.2025 - Current
WC Intake Representative
NJSIG
07.2023 - 01.2025
Claims Assistant
New Jersey Schools Insurance Group
01.2016 - 12.2019
JA’CLEAN- COMMERCIAL CLEANING BUSINESS
01.1993 - 10.2016
Associates Degree - Business
Strayer University