Jacqueline Matthews
Cary,NC
Summary
Organized and passionate job seeker with over 5 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating medical benefits and maintaining professionalism at all times. Hardworking and eager to secure entry-level Patient Care Coordinator position.
Overview
12
12
years of professional experience
Work History
Logistics Driver
Independent Contractor - Self Employed
03.2020 - Current
- Conducted research to address shipping errors and packaging mistakes, increasing sales by 10%.
- Organized records in database software.
- Generated documentation and information required for customer shipments.
- Maintained records in accordance with applicable standards.
- Establish relationships, develop trust, and maintain raport with clients.
Medical Office Assistant
Cary Orthopaedics and Sports Medicine
07.2017 - 03.2020
- Provided outstanding customer service to all physical therapy and orthopedic patients, receiving 23 positive reviews and four letters of appreciation.
- Worked as team player to assist all 4 physical therapy offices train new office staff, schedule, and register patients.
- Completed patient check-in/out, copay collection, updated demographics & required documents per office protocols.
- Obtained all patient authorizations for therapy through major medical insurance payers including private, commercial, government, and worker's compensation.
- Collaborated with healthcare professionals to maintain high-quality care across departments.
- Handled patient and healthcare provider interactions.
- Maintained medical records while with confidentiality, privacy, and HIIPPA protocols 100% of time.
- Patient advocate regarding affordability support and general access for prescribed therapy.
- Served as direct point of contact to health care providers and team members for ongoing support and relationship development.
- Established relationships, develop trust, and maintained rapport with patients, vendors, and healthcare providers.
Loan Specialist II - Delinquency Managment
IBM, Seterus Inc
01.2015 - 06.2016
- Inbound/outbound call center experience.
- Documented and maintained all incoming and outgoing collection efforts in accordance with established standards.
- Ensured data was correct across on each account or legal document.
- Monitored and managed mortgage delinquency reports.
- Ability to deliver high-quality work with minimal supervision.
- Maintained compliance with organizational policies and procedures.
Healthcare Customer Service Representative
Xerox
01.2012 - 12.2014
- Provided exceptional customer service and timely issue resolution to providers and patients for Medical and Pharmacy Benefits in Call Center environment.
- Kept organized records and detailed accounts of client contact, while using various web/computer- based applications simultaneously.
- Maintained compliance with established safety and regulatory guidelines, including HIPPA.
- Selected as special project member for Outbound Enrollment Verification, increasing enrollment by 572 members in two months.
- Utilized system work queue daily to reach high volume of members effectively.
- Received employee of the month, perfect attendance, and customer satisfaction awards for consistently demonstrating professional and helpful disposition when interacting with clients and members.
- Resolved billing inquiries and disputes in timely fashion, and explained reimbursement process.
- Applied administrative knowledge and courtesy to explain procedures and services to members and care management team.
- Built and maintained positive working relationships with clients and staff.
- Followed policy guidelines and escalated complex cases according to program policy and procedures.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Investigated insurance claims denials and appeals.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
Education
Clinical Research Associate Certification -
Wake Technical Community College
Raleigh, NC2014
Bachelor of Science - Educaton
East Carolina University
Greenville, NC2009
Skills
- Customer Service - Healthcare
- Call Center Experience
- Data Entra
- Patient Contact
- Medical and Pharmacy Benefit
- Healthcare Provider Experiences
Timeline
Logistics Driver
Independent Contractor - Self Employed
03.2020 - Current
Medical Office Assistant
Cary Orthopaedics and Sports Medicine
07.2017 - 03.2020
Loan Specialist II - Delinquency Managment
IBM, Seterus Inc
01.2015 - 06.2016
Healthcare Customer Service Representative
Xerox
01.2012 - 12.2014
Clinical Research Associate Certification -
Wake Technical Community College
Bachelor of Science - Educaton
East Carolina University
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