JACQUESE MORELAND
Birmingham
Summary
Compassionate and detail-oriented Customer Service Professional with over 7 years of experience supporting patients, clients, and healthcare teams in fast-paced environments. Skilled in handling high-volume inbound calls, verifying patient demographics, maintaining accurate records, documenting account activity, and ensuring patient confidentiality. Proven ability to provide exceptional customer service while meeting productivity, quality, and accuracy standards. Recognized for strong communication skills, empathy, problem-solving abilities, and commitment to delivering positive patient experiences.
Experienced with patient registration, insurance verification, and data management. Utilizes strong interpersonal skills to provide exceptional patient support and streamline admission processes. Knowledge of healthcare systems and compliance standards.
Overview
15
15
years of professional experience
Work History
Patient Access Representative
UAB Medicine
Birmingham, AL
02.2019 - Current
- Answer high-volume inbound and outbound calls from customers, patients, and healthcare providers while maintaining professionalism and accuracy.
- Verify and update customer and patient demographic information to ensure accurate account records.
- Document all customer interactions, account updates, and service actions thoroughly within company systems.
- Monitor and respond to email communications daily while maintaining established response timelines.
- Resolve customer concerns and escalate complex issues to leadership when appropriate.
- Consistently meet productivity, quality, and accuracy metrics in a fast-paced environment.
- Maintain strict confidentiality of sensitive customer and patient information.
Customer Support Specialist
Wells Fargo & Company
Birmingham, AL
01.2017 - 01.2019
- Assisted customers with account inquiries, service requests, and issue resolution through phone and email channels.
- Accurately entered and maintained customer information within database systems.
- Collaborated with internal departments to ensure timely resolution of customer concerns.
- Demonstrated empathy and professionalism when assisting customers experiencing stressful situations.
- Supported operational goals by consistently meeting performance and attendance standards.
Patient Care Technician
St. Vincent's Hospital
Birmingham, AL
01.2011 - 02.2016
- Delivered exceptional customer service while managing multiple responsibilities in a high-volume setting.
- Administered patient care under supervision, ensuring comfort and safety during procedures.
- Assisted healthcare professionals with routine tasks, enhancing workflow efficiency in clinical settings.
- Monitored vital signs, accurately documenting changes to inform treatment decisions.
Education
High School Diploma / GED -
C.W. Hayes High School
Birmingham, AL05-2007
Skills
- Patient Registration & Support
- Customer Service Excellence
- Call Center Operations
- Patient Demographic Verification
- Medical Records Documentation
- HIPAA Compliance
- Patient Confidentiality
- Appointment Coordination
- Account Management
- Data Entry Accuracy
- Electronic Medical Records (EMR/EHR)
- Problem Resolution
- Email Management
- Active Listening
- Multitasking
- Team Collaboration
- Time Management
- Quality Assurance
- Microsoft Office Suite
- Healthcare Administration
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Google Workspace
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- CRM Software
- Data Entry Systems
- Virtual Communication Platforms
- Patient registration
- Insurance verification
ADDITIONAL QUALIFICATIONS
- Strong understanding of patient confidentiality and HIPAA standards
- Excellent verbal and written communication skills
- Ability to work independently with minimal supervision
- Demonstrated empathy, compassion, and professionalism
- Adaptable in fast-paced healthcare environments
- Strong organizational and multitasking abilities
- Proven ability to meet productivity and accuracy goals
Timeline
Patient Access Representative
UAB Medicine
02.2019 - Current
Customer Support Specialist
Wells Fargo & Company
01.2017 - 01.2019
Patient Care Technician
St. Vincent's Hospital
01.2011 - 02.2016
High School Diploma / GED -
C.W. Hayes High School