Jacqueline Thompson-Lee

• Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
• Schedule, Cancel and reschedule appointments utilizing a PC and appropriate software per established processes and policies. Confirms and updates patient insurance and demographic information as necessary. Interface with clinical providers and nursing staff to fulfill patient’s needs
• I performed a variety of clerical and typing duties for physicians and management staff. I also analyzed eligibility media,I also utilized various system applications for reporting purposes, interprets multiple medical plan benefits
• HMO, PPO, POS and other variety of insurance verification
• Advocated for staff members, helping to identify and resolve conflicts.
• Used Epic and Saferide
• Managed over 100 calls per day
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Senior Client Service Representative
HealthHelp, LLC - Houston, TX
November 2015 to April 2021
Conducted administrative intake and scripted clinical intake of calls for clinical review
Provides quality customer service through interaction with providers, administrative staff and others Collects and enters confidential information ensuring the highest level of confidentiality in all areas Escalates all calls to a Clinical Reviewer or Supervisor per guidelines
Maintains written documentation according to Health Help's documentation policy
Provides ongoing telephonic support to providers and office staff related to Health Help's Clinical Review process Assists in the orientation and training of new Client Service Representatives in department procedures, protocols, and administrative tasks
MS Outlook and Windows proficiency
Ability to read and comprehend complex documents

Veterans Choice Program
• Set Appointments
• Scheduled Doctor Visits
• Consult with customer to evaluate needs
• Counsel customers on options for service and coverage
• Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concern • Familiar with One note, Care radius, and diagnosis of Patient

• Health insurance
• Data Entry
• Billing
• Communicate with customers clearly and concise for best health insurance need and eligibilty.

• Educated patients on insurance and healthcare plans.
• Participated in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
• Coached patients on self-advocacy.
• Verified patient insurance eligibility and entered patient information into system.

• Provided exceptional customer service to patients, answering questions and addressing concerns.
• Filed and maintained patient records in accordance with HIPAA regulations.
• Verified insurance eligibility and coverage for patients.
• Entered patient demographic and insurance data into electronic medical record system.
• Built and maintained positive working relationships with patients and staff.
• Managed patient registration process, confirming data accuracy and completeness.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Verified patient insurance eligibility and entered patient information into system.
• Answered incoming calls, scheduled appointments and filed medical records.

• Completed data entry tasks with accuracy and efficiency.
• Organized, sorted, and checked input data against original documents.
• Sorted documents and maintained organized filing process.
• Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
• Entered data into various computer systems accurately using Microsoft Office Suite.
• Verified accuracy of data entered into system to produce error-free reports.
• Followed established procedures to enter and process data correctly.
• Scanned documents and saved in database to keep records of essential organizational information.
• Created and maintained data entry logs to track data entry activities.
• Resolved discrepancies in data entry activities for accurate, complete jobs.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.

• Analyzed large volume of data to identify patterns, trends and correlations.
• Created and maintained database to store research data.
• Interpreted data and made recommendations from findings.
• Implemented quality control protocols to enhance accuracy of data and research results.
• Conducted in-depth qualitative and quantitative research to identify trends and generate insights.

• Secured on-time payments and collected on delinquent accounts with tailored payment plans.
• Monitored and tracked campaigns to determine effectiveness and future changes.
• Created sales objectives and strategies to help struggling teams increase productivity and meet sales metrics.
• Set up new customer accounts and updated existing profiles with latest information.
• Resolved complex billing and payment issues for balanced, accurate accounts.
• Completed routine and complex account updates to resolve problems.
• Reviewed account activity to assess financial status and evaluate discrepancies.
• Adhered to standards of quality and service as well as all compliance requirements.

• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Completed opening and closing functions to meet operational needs.
• Maintained and managed customer files and databases.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
• Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
• Identified changing customer needs and adapted service strategies to meet them.
• Evaluated current customer retention strategies and recommended improvements.
• Utilized knowledge of customer experience to create specialized plans for customer retention.

Amos White Supervisor

832-219-5855

Derryk Rhodes Trainer

713-5056175

David Huffman Supervisor

816-714-8221