Jacqueline Wolfe
Pflugerville,Texas
Summary
Proven to enhance patient experience and team efficiency at Interwell Health, I excel in organizational skills and quality assurance. Leveraging critical thinking and customer service excellence, I've contributed to significant process improvements and maintained high compliance standards. My ability to multitask and build relationships ensures optimal operational flow and patient satisfaction. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
17
17
years of professional experience
Work History
Patient Care Representative
HEB Pharmacy
10.2022 - Current
- Maintained confidentiality of patient data and condition to safeguard health information.
- Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Ensured accuracy and updated of patient charts including contact information, current medications, allergies and insurance information.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while prioritizing urgent matters effectively in a fast-paced setting.
- Provided compassionate support to patients during difficult situations, offering emotional reassurance while maintaining a professional demeanor.
- Handled prescription refill requests.
- Educated patients on preventative measures and self-care techniques to promote overall health, wellness, and disease prevention within their daily lives.
- Monitored patient health records for accuracy to meet compliance with healthcare guidelines.
- Greeted and assisted patients with check-in procedures.
Quality Specialist
Interwell Health
08.2016 - Current
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
- Enhanced call quality by conducting thorough monitoring and analysis of agent interactions.
- Initiated process improvements by identifying trends in call performance metrics and proposing actionable solutions to address areas of concern.
- Maintained accurate records of agent performance evaluations, ensuring timely access to relevant information for coaching purposes.
- Evaluated calls across multiple lines of business, gaining valuable insights into varying customer needs and expectations within each segment serviced by the organization.
- Facilitated collaborative problem-solving sessions with agents and supervisors, fostering a team-oriented approach towards achieving shared goals around customer experience enhancement.
- Streamlined processes for call evaluation, increasing efficiency and accuracy of assessments.
- Participated in cross-functional projects aimed at enhancing overall business performance through targeted improvements in call handling procedures and techniques.
- Achieved consistently high-quality scores by adhering to industry standards and best practices for call monitoring.
- Assisted in the creation of comprehensive training materials to enhance new hire onboarding and continuous development efforts.
- Leveraged advanced analytics tools to identify patterns in agent behavior that contributed positively or negatively towards customer satisfaction outcomes, informing strategic decisions around training initiatives accordingly.
- Played a key role in the development and implementation of quality assurance programs designed to maintain high levels of service excellence within the call center environment.
- Conducted calibration sessions with fellow quality specialists to ensure consistency in assessment criteria across the organization.
- Promoted a culture of accountability by setting clear expectations around agent performance and providing ongoing feedback through structured evaluation processes.
- Established positive relationships with agents and supervisors, promoting open communication channels for ongoing support and collaboration.
- Leveraged strong communication skills to present quality findings and recommendations to senior leadership, influencing buy-in for necessary changes.
- Provided constructive feedback to agents based on regular evaluations, fostering a culture of continuous improvement within the call center environment.
- Contributed to company-wide initiatives focused on improving customer experience through data-driven insights derived from call quality analyses.
Patient Access Representative
Ascension Seton
07.2010 - 08.2016
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Educated patients on importance of preventive health care and insurance coverage.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Chiropractic Assistant
Genene Prado, DC
08.2008 - 08.2009
- Answered phones to respond to customer questions, provide information and schedule appointments.
- Developed strong rapport with patients leading to high levels of trust and satisfaction, fostering long-term relationships.
- Prepared examination rooms with necessary equipment, promoting efficient appointment flow while prioritizing sanitation protocols.
- Educated patients on chiropractic care benefits, resulting in increased referrals and new client acquisition.
- Managed billing processes accurately and efficiently, ensuring prompt payments from insurance companies and patients.
- Greeted incoming visitors warmly and directed patients to appropriate areas to keep office running smoothly.
- Maintained strict adherence to HIPAA regulations, protecting sensitive patient information and upholding confidentiality standards.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Performed electric muscle stimulation, massage, and mechanical traction.
- Streamlined appointment scheduling for improved patient experience and reduced wait times.
- Assisted chiropractor during patient exams to implement treatment plans quickly.
- Increased patient retention through exceptional customer service and follow-up communications.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Contacted insurance carriers to determine patients' coverage and sent invoices for services rendered.
- Enhanced patient satisfaction by providing efficient and friendly assistance at the front desk.
- Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Oriented and trained new staff on proper procedures and policies.
Patient Service Representative
Austin Regional Clinic
05.2007 - 08.2008
- Verified insurance eligibility and coverage for patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Resolved billing inquiries and disputes in timely fashion.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Investigated insurance claims denials and appeals.
- Answered incoming calls, scheduled appointments and filed medical records.
- Greeted and assisted patients with check-in procedures.
Education
Associate of Science - Paralegal Certification
Austin Community College
Austin06.2025
Associate of Arts - General
Austin Community College
Austin, TX05.2022
High School Diploma -
North Hollywood High School
North Hollywood, CA06.1992
Skills
- Organizational Skills
- Billing Processes
- Multitasking ability
- Verbal and written communication
- Confidentiality
- Relationship Building
- Chart maintenance
- Client Interviewing
- HIPAA Compliance
- Critical Thinking Skills
- Office Administration
- Policy compliance
- Cross-Functional Teamwork
- Time Management
- Punctual and Hardworking
- Calm and Effective Under Pressure
- Reliability
- Documentation
- Appointment Scheduling
- Quality Assurance
- Process Improvements
- Case Management
- Proficient in Microsoft Office Suite
- Conflict Mediation
- Creative Problem-Solving
- Customer Service
Timeline
Patient Care Representative
HEB Pharmacy
10.2022 - Current
Quality Specialist
Interwell Health
08.2016 - Current
Patient Access Representative
Ascension Seton
07.2010 - 08.2016
Chiropractic Assistant
Genene Prado, DC
08.2008 - 08.2009
Patient Service Representative
Austin Regional Clinic
05.2007 - 08.2008
Associate of Science - Paralegal Certification
Austin Community College
Associate of Arts - General
Austin Community College
High School Diploma -
North Hollywood High School