Jacquetta Ragland
Atlanta,Georgia
Summary
Organized and dependable IT Consultant successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Integrated Eligibility Systems (IES) Trainer/Site Administrator
Deloitte/Probys
02.2023 - Current
- Contact Number: 770-493-5588
- Assist with training needs
- Develop training objectives
- Present training/instruction
- Evaluate training effectiveness
- Maintain training records and resource library
- Provide technical support and guidance to end users
- Communicate with users to assess and resolve problems
- Write/Review JIRA tickets
- Escalate issues to leadership
- Report on-site milestones
- Assist with training new site support members
- Shadow new site support members
- Assist with testing cases in training environment
- Provide resources for site support
- Provide additional support for new staff members
- Scheduled staff and volunteers to cover all necessary duties during planned events
- Identified community resources and networked with local officials to coordinate.
IES Trainer/site Support
Deloitte/Probys
12.2021 - 02.2023
- Contact Number: 770-493-5588
- Provide virtual support to clients
- Demo content to clients
- Answer client questions
- Liaise with client leadership and stakeholders
- Analyze end user issues
- Escalate unresolved issues
- Support communication of temporary processing methods
- Participate in training
Patient Access Associate
Emory Clinic
10.2021 - 12.2021
- Contact Number: 404-686-6044
- Obtain demographic and insurance information
- Schedule procedures/follow up appointments
- Provide patients with exam information
- Obtain pre-certification and/or managed care referrals
- Cross train in other Access Departments and Facilities
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Providing excellent customer service by promptly answering patient inquiries
- Stayed calm under pressure to and successfully dealt with difficult situations
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Trained new staff on hospital processes and procedures
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Provided excellent customer service to patients and medical staff
Prior Authorization Rep WFH
CVS/Caremark
12.2020 - 10.2021
- Contact Number: 888-694-7287
- Assist with inbound and outbound calls
- Provide detailed customer service
- Troubleshoot rejection issues with PA
- Create case resolution tickets
- Address PA criteria questions
- Run mock test claims for PA
- Research past PA on inactive accounts
- Monitor and respond to email inquiries
- Monitor PA fax queues
- Verified eligibility and compliance with authorization requirements for service providers
- Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
IES Implementation Analyst
Deloitte Inc. (TEKsystems)
10.2017 - 01.2020
- Contact Number: (404) 682-5800
- Provide site support for HC1 (Healthcare Medicaid application unit)
- Assess needs of staff in HC1
- Triage system issues
- Write/Review JIRA tickets
- Generate JIRA tickets report
- Escalate issues to leadership
- Provide side by side site support
- Report daily
- Attend design meetings
- Demo trending issues to client
- Provide site support for LTSS (Long Term Services & Support Medicaid)
- Assess needs of staff in LTSS
- Troubleshoot errors with cases
- Write/Review JIRA tickets for data fixes
- Provide side by side support
- Attend design meetings with LTSS/Deloitte leadership
- Support SNAP Project
- Review SNAP applications
- Work with state staff on SNAP backlog
- Review SNAP cases for eligibility results
- Review SNAP cases with workers
- Escalate processing issues
- Review data for reporting
- Collect data from SNAP cases
- Report findings to leadership
- Work as Quality Consultant for Customer Portal Testing
- Review test cases
- Test in customer portal environments
- Advise changes to Customer Portal
- Work as Application Consultant for RIBridges IES
- Troubleshoot system issues
- Triage staff's technical issues
- Escalate unresolved issues
- Liaise with client leadership and stakeholders
- Analyze end user issues
- Communicate temporary processing methods
- Experience with Affordable Care Act and/or Medicaid systems
- Experience with RIW (Rhode Island Works) and SNAP
IES Application Support Trainer
Deloitte (TEKsystems)
04.2017 - 10.2017
- Contact Number: (404) 682-5800
- Assist in helping agencies improve eligibility determination and health and human services programs
- Train employees on new integrated system
- Support issue triage, escalation, and resolution
- Provide virtual support to clients
- Demo content to clients
- Answer client questions
- Support user adoption and issue resolution
- Liaise with client leadership and stakeholders
- Analyze end user issues
- Escalate unresolved issues
- Support communication of temporary processing methods
- Participate in training
- Travel to sites throughout the State of Georgia
Senior Client Implementation Support Analyst
AthenaHealth
04.2016 - 03.2017
- Contact Number: 617-402-1000
- Provide on-site client training and support
- Evaluate client athenaNet user proficiency
- Provide on-site support during go live period
- Support ongoing client training and troubleshooting
- WebEx with clients for troubleshooting
- Develop and maintain training tools
- Manage phone, case, password reset, and email queues
- Learn and maintain knowledge of athenaNet application
- Contribute to teaching and learning culture
- Communicate with internal teams and external clients/partners
- Provide remote nerve center phone support
- Travel to client's locations
Patient Care Coordinator
Emory Clinic-Cardiology
01.2015 - 03.2016
- Contact Number: 404-778-5000
- Coordinate overall care for patients
- Serve as primary point of contact for customer service
- Enhance patient experience
- Ensure timely access to care
- Collaborate with physicians and care delivery team
- Manage radiology database
- Manage registration database
- Enter charges
- Generate reports
- Schedule appointments and procedures
- Applied administrative knowledge and courtesy to explain procedures and services to patients
- Resolved customer complaints using established follow-up procedures
Data Analyst/Trainer
The Emory Clinic
01.2010 - 01.2015
- Contact Number: 404-778-0414
- Ensure data standards are developed and maintained
- Retrieve, cleanse, and format data
- Address data quality issues
- Run test cases
- Query databases
- Assist in performance tuning
- Maintain data dictionary and documentation
- Handle service tickets
- Maintain provider information
- Clean provider database
- Communicate updates to stakeholders
- Monitor queues
- Train new hires
- Serve as superuser and resource
- Trained and mentored 10new personnel hired to fulfill various roles
- Established and maintained quality control standards
- Analyzed and evaluated training effectiveness and program outcomes
- Developed and implemented successful onboarding program
- Developed and executed performance management programs to increase employee engagement and productivity
- Built and maintained professional relationships with vendors and suppliers
PRP Financial Counselor
The Emory Clinic
01.2009 - 01.2010
- Contact Number: 404-778-4654
- Provide financial screening for patients
- Make financial arrangements
- Appeal denials
- Monitor accuracy of contractual adjustments
- Verify health insurance eligibility
- Conducted interviews with patients and family members and answered questions regarding insurance benefits
- Identified healthcare resources and programs for patients unable to meet financial obligations
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts
Time of Service Financial Counselor
The Emory Clinic
01.2006 - 01.2009
- Contact Number: 404-778-4654
- Communicate financial policies to patients
- Verify insurance coverage
- Monitor accounts
- Coordinate with collection agencies
- Collect unpaid balances
- Identify patients for state-funded assistance
- Counsel patients on patient-responsible balances
- Manage credit balances
- Create reports and correspondence
- Identified healthcare resources and programs for patients unable to meet financial obligations
- Assessed client financial situation and explored background through one-on-one interview process
- Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts
- Developed and maintained strong relationships with clients to maximize satisfaction
Medical Office Assistant/Medical Biller
The Emory Clinic
01.2001 - 01.2005
- Contact Number: 404-778-7840
- Complete and process EOBs
- File medical claims
- Verify insurance
- Enter charges
- Document charts
- Assist with billing questions
- Assist with insurance documentation
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations
- Prepared patient charts by gathering and organizing medical records ahead of appointments
- Registered patients and completed associated paperwork for accurate records
- Received, recorded and filed medical payments by check, cash, and credit card
- Reconciled daily payments received and prepared deposits for smooth office finances
- Prepared and processed patient referrals and transfer requests
- Conducted patient intake interviews, recording and documenting relevant information
Medical Office Assistant/Medical Biller
Dr. Patricia Boddie
01.2000 - 01.2001
- Contact Number: 478-452-6999
- Complete and process EOBs
- File medical claims
- Verify insurance
- Enter charges
- Assist patients with insurance documentation
- Assist with billing questions
- Prepared patient charts by gathering and organizing medical records ahead of appointments
- Registered patients and completed associated paperwork for accurate records
- Received, recorded and filed medical payments by check, cash, and credit card
- Reconciled daily payments received and prepared deposits for smooth office finances
- Organized and maintained patient chart filing system to promote quick data finding for staff
- Completed administrative patient intakes with case histories, insurance information and mandated forms
- Managed office logistics by scheduling appointments, maintaining files and collecting payments
- Conducted patient intake interviews, recording and documenting relevant information
Optical Clerk-Medical Records
Medical Center of Central Georgia
01.1997 - 01.2001
- Contact Number: 478-633-1881
- Prepare patient charts for scanning
- Verify and process charts
- Provide helpdesk assistance
- Reset passwords
- Inventory disk platters
- Index data
- Manage records
- Assist with locating records
Patient Care Assistant (PCA)
Medical Center of Central Georgia
01.1996 - 01.1997
- Contact Number: 478-633-1000
- Assist patients recovering from surgery
- Take vital signs
- Record I/O
- Assist with therapy
Community Supporter
ARC-Macon
01.1996 - 01.1997
- Contact Number: 478-477-7764
- Assist clients with daily living routines
- Drive clients to appointments and jobs
- Document daily activities
Certified Nursing Assistant
Lynn Haven Nursing Home
01.1995 - 01.1996
- Contact Number: 478-986-3196
- Assist with total care and daily living needs
- Document vital signs and I/O
- Prepare clients for appointments
- Assist with paperwork
Education
MBS Dual Concentration - Business Management and Technology Management
Herzing University
01.2016
Bachelor of Science - Information Systems, Computer Security
Strayer University
01.2013
Skills
- Computer Hardware Specialist- Central Georgia Technical College 2009
- IT Assist Support Technician- Central Georgia Technical College 2009
- Microsoft Office Suite
- MicroStrategy (DSS (Data Warehouse Reporting))
- Filemaker Pro
- Cerner
- Millennium Database
- Remedy Service Ticket
- GE Centricity
- Workday
- JIRA
Timeline
Integrated Eligibility Systems (IES) Trainer/Site Administrator
Deloitte/Probys
02.2023 - Current
IES Trainer/site Support
Deloitte/Probys
12.2021 - 02.2023
Patient Access Associate
Emory Clinic
10.2021 - 12.2021
Prior Authorization Rep WFH
CVS/Caremark
12.2020 - 10.2021
IES Implementation Analyst
Deloitte Inc. (TEKsystems)
10.2017 - 01.2020
IES Application Support Trainer
Deloitte (TEKsystems)
04.2017 - 10.2017
Senior Client Implementation Support Analyst
AthenaHealth
04.2016 - 03.2017
Patient Care Coordinator
Emory Clinic-Cardiology
01.2015 - 03.2016
Data Analyst/Trainer
The Emory Clinic
01.2010 - 01.2015
PRP Financial Counselor
The Emory Clinic
01.2009 - 01.2010
Time of Service Financial Counselor
The Emory Clinic
01.2006 - 01.2009
Medical Office Assistant/Medical Biller
The Emory Clinic
01.2001 - 01.2005
Medical Office Assistant/Medical Biller
Dr. Patricia Boddie
01.2000 - 01.2001
Optical Clerk-Medical Records
Medical Center of Central Georgia
01.1997 - 01.2001
Patient Care Assistant (PCA)
Medical Center of Central Georgia
01.1996 - 01.1997
Community Supporter
ARC-Macon
01.1996 - 01.1997
Certified Nursing Assistant
Lynn Haven Nursing Home
01.1995 - 01.1996
MBS Dual Concentration - Business Management and Technology Management
Herzing University
Bachelor of Science - Information Systems, Computer Security
Strayer University
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