Jacqueline Kellum
Summary
Well-organized Team Lead bringing over 15 years managing and overseeing multiple tasks in busy offices. Commended for consistently driving team success through company procedures enforcement and personnel training. Proficient in various software and database management.
Overview
6
6
years of professional experience
Work History
Contact Center Team Leader
Encore Exchange
09.2023 - Current
- Supervise eight patient service representatives in providing excellent customer service to callers requiring assistance pertaining to billing, insurance questions or complaints.
- Implement performance metrics to monitor individuals and collective progress, driving accountability and results-oriented behavior among team members.
- Develop strong relationships with key clients by maintaining open lines of communication and resolving issues promptly.
Super-Agent
Encore Exchange
08.2023 - 09.2023
- Responsible for training new hires.
- Monitored MS Teams chat to respond to co-workers questions.
- Addressed any discrepancies in billing or insurance claims promptly to minimize potential financial issues for both patients and the organization.
Patient Service Representative II
Encore Exchange
06.2022 - 08.2023
- Delivered patient advocacy by educating patients about their bills, copays, deductibles or coinsurance according to their plan.
- Utilized Cerner to assist patients with insurance verification, ensuring accurate billing and timely reimbursement for services rendered.
- Offered compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
Patient Service Representative I
Encore Exchange
03.2021 - 06.2022
- Answered a high-volume of calls while providing a great patient experience and first-call resolution.
- Set up payment plans, posted payments, verified and billed insurance.
- Coached new hires and promoted to Patient Service Representative II.
Benefit Verification Specialist
Talent Bridge
08.2020 - 01.2021
- Insurance verification: Contacted insurance companies to verify patients' insurance eligibility for prescribed medications which entailed confirming details such as coverage, copay amounts, and any prior authorization requirements.
Patient Account Representative
Advanced Home Care
08.2018 - 11.2019
- Handled a high call volume of calls for CPAP supplies with ease and professionalism.
- Verified insurance eligibility coverage details to minimize claim denials and delays in payment.
- Apprised patients with BCBS insurance if they were eligible and in compliance at least 4 hours a day for 30 days at 70% to receive supplies by reviewing their CPAP therapy report via RESMED.
Education
Associate of Applied Science - Medical Office Administration
Forsyth Technical Community College
Winston-salem, NC05.2014
Skills
- Effective Communication
- Team motivation
- Coaching and Mentoring
- Time Management
- Problem-Solving
- HIPAA compliance
- Emotional Intelligence
Accomplishments
Top Performer in All Metrics for 12 months
Timeline
Contact Center Team Leader
Encore Exchange
09.2023 - Current
Super-Agent
Encore Exchange
08.2023 - 09.2023
Patient Service Representative II
Encore Exchange
06.2022 - 08.2023
Patient Service Representative I
Encore Exchange
03.2021 - 06.2022
Benefit Verification Specialist
Talent Bridge
08.2020 - 01.2021
Patient Account Representative
Advanced Home Care
08.2018 - 11.2019
Associate of Applied Science - Medical Office Administration
Forsyth Technical Community College
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