Jacqueline Jones
Flora
Summary
Dynamic administrative and customer service professional with 20+ years of experience across healthcare, insurance, telecommunications, and call center environments. Proven strengths in patient scheduling, front desk coordination, team leadership, quality assurance, and customer engagement. Highly skilled in managing multiple priorities, resolving issues efficiently, and delivering exceptional service in fast‑paced, high‑volume settings.
Overview
39
39
years of professional experience
Work History
Front Desk Check-In Clerk
Mississippi Arthritis Clinic
Flowood, MS
11.2024 - 04.2026
- Checked patients in and out efficiently
- Answered multi-line phones and addressed patient inquiries
- Triaged incoming calls
- Uploaded patient intake forms and insurance information
- Collected payments for current and past-due balances
- Scheduled and rescheduled appointments
- Managed daily emails and faxes
- Contacted new patients to confirm appointments, payments, and office locations
Front Desk Receptionist
Right Medical Group
Madison, MS
09.2021 - 09.2024
- Opened clinic daily and prepared front office operations
- Answered phones and assisted patients with scheduling needs
- Checked patients in and out
- Collected payments and updated patient records
- Managed appointment scheduling and rescheduling
- Ordered office supplies and maintained inventory
- Prepared daily bank deposits
- Worked closely with providers to resolve patient concerns
Scheduling Coordinator / Receptionist / Administrative Assistant
Advanced Infusion Solution
Ridgeland, MS
04.2017 - 06.2020
- Directed incoming calls and routed messages to appropriate staff
- Organized and maintained files and patient records
- Scanned and uploaded compounding records into patient files
- Processed incoming faxes and emails
- Assisted with office supply ordering and inventory
- Greeted visitors and managed security entry system
- Provided administrative support to staff as needed
- Scheduled patient orders and updated demographic information
Claims Support Associate / Drug Rebate Analyst
Xerox Corporation
Ridgeland, MS
10.2014 - 03.2017
- Reviewed and processed insurance claims and exceptions
- Interpreted claims data and resolved suspended claims issues
- Processed applications for the Mississippi CAN Program
- Logged and allocated checks within the DRAM system
- Assisted with dispute resolution regarding utilization and NDC discrepancies
- Answered phones and processed incoming documents
- Provided administrative support to staff and management
Office Service Supervisor
Lockheed Martin
Clinton, MS
08.2011 - 02.2014
- Managed daily HRAccess recruiting and hiring operations for a Tier 1 call center
- Supervised 49 agents and 15 support staff members
- Trained customer service representatives on recruiting and hiring procedures
- Monitored call quality and performance standards
- Resolved technical and operational issues within the call center
- Assisted employees with timekeeping and scheduling updates
- Addressed applicant concerns and escalations
Quality Control Specialist / Help Desk
Comcast Cable
Jackson, MS
03.2001 - 05.2011
- Monitored quality assurance standards for 130 employees
- Conducted call monitoring and performance evaluations
- Provided coaching and feedback to customer service representatives
- Assisted with weekly team briefings and operational updates
- Resolved customer service and technical support issues
- Supported agents with customer complaints and account concerns
Senior Training Specialist
Allstate Insurance
Jackson, MS
12.1986 - 12.2000
- Delivered quality assurance support and coaching for call center employees
- Conducted employee training in classroom and call center settings
- Developed training materials, manuals, and job aids
- Evaluated employee performance and documented quality results
- Assisted representatives with customer service issues and claims processing
- Served as liaison between multiple call center locations
- Processed homeowner claims and auto endorsements
Education
Business Technology Certification -
Hinds Community College
Mississippi12-1985
High School Diploma - undefined
Lanier High School
Mississippi05-1981
Skills
- Customer Service
- Front Desk Operations
- Administrative Support
- Scheduling & Appointment Management
- Quality Assurance
- Leadership & Team Supervision
- Microsoft Office
- Data Entry & Typing
- Problem Solving
- Filing & Records Management
- CPR
Timeline
Front Desk Check-In Clerk
Mississippi Arthritis Clinic
11.2024 - 04.2026
Front Desk Receptionist
Right Medical Group
09.2021 - 09.2024
Scheduling Coordinator / Receptionist / Administrative Assistant
Advanced Infusion Solution
04.2017 - 06.2020
Claims Support Associate / Drug Rebate Analyst
Xerox Corporation
10.2014 - 03.2017
Office Service Supervisor
Lockheed Martin
08.2011 - 02.2014
Quality Control Specialist / Help Desk
Comcast Cable
03.2001 - 05.2011
Senior Training Specialist
Allstate Insurance
12.1986 - 12.2000
High School Diploma - undefined
Lanier High School
Business Technology Certification -
Hinds Community College