Janice Barkley
McDonough,GA
Summary
Experienced Intake and Client Support Professional in optimizing productivity efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Lead Intake Specialist
Imagine360
Wayne, PA
08.2021 - Current
- Provides support and oversight to administrative and intake operations, managing internal systems, procedures, requirements, and scheduling constraints to effectively assist members with setting balance bills and responding to bill management process inquiries
- Utilizes Salesforce and other internal systems to initiate billing processes, develop user stories, and make appropriate recommendations to IT personnel to improve user experience, quality, turnaround times, and issue resolution
- Regularly audits processes and implements process improvements to streamline work tasks and improve operational performance
- Uses data tracking systems to identify and resolve operational deficiencies, needs, objectives, and requirements and develops resolutions, processes, and procedures to improve operational efficiency and output
- Collaborates with cross-functional teams, including the Audit Team and Third-Party partners to identify and define business needs and requirements, obtain billing data, and track the resolution of balance bill setup inquiries and issues
- Serves as a subject matter expert, source of guidance, and direction to the team and department, in areas of policy, performance, and best practices, and conducts trainings to improve work efficiency.
Client Support Specialist
Tsys Managed Services
Atlanta, GA
10.2018 - 08.2021
- Provides help desk support to end-users for PC, server or mainframe applications and hardware through logging of issues into a client support application to help ensure accurate and timely technical assistance to maintain and improve the organization’s customer relationships
- Participates in calls with technical, account management, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed
- Analyzes pertinent data to assess user outcomes and trends and utilizes insights to suggest methods to improve departmental processes and procedures and resolve complex business issues
- Provides world-class service and customer education at every interaction, employing expert problem-solving and communication skills exceeding service and quality metrics
- Collaborates with operations leadership to develop solutions to fill in gaps as they pertained to client expectations
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
Intake Specialist
Lifestance Health
Stockbridge, GA
08.2015 - 10.2018
- Oversaw the day-to-day management of intake services, working collaboratively with cross-functional teams to strategize solutions and fulfill business requirements, driving an optimal experience by ensuring patients receive access to quality medical services
- Analyzed pertinent data to assess patient/user outcomes and trends and utilized insights to suggest methods to improve departmental processes and procedures and resolve complex business issues
- Partnered strategically with department leaders and key stakeholders to implement strategies to improve customer experience
- Collaborated with cross-functional teams to develop user stories, provide feedback on workflows, and contribute to process improvements to ensure service standards were met
- Conducted pre-authorization tasks, including verifying coverage eligibility and benefits and processing financial requests
- Served as the first point of contact for patients, answering incoming calls, assisting with account inquiries, conducting needs assessments, and booking appointments based on client's needs and schedule availability of providers.
Call Center Specialist
Bobby Dodd Institute
Atlanta, GA
06.2013 - 08.2015
- Utilized strong research and problem-solving skills to identify customer pain points, then utilized insights to impact customer service strategy and increase and improve systems and workflows
- Led process changes and implementations, including identifying business requirements, mapping process changes, and communicating with internal stakeholders to recommend and implement operational changes to fulfill business objectives
- Detected and met growing customer needs and partnered with cross-functional teams to develop and implement solutions.
Skills
- Excellent Interpersonal Skills
- Prioritization & Problem Solving
- Verbal & Written Communication
- Business Analysis
- Client Relations
- Compiling Data
- Forecasting and Planning
- Strategic Planning
- Business Process Mapping
- User Acceptance Testing (UAT)
- Business Processes and Procedures
- Management, Oversight & Accountability
- Business Intelligence Systems
- Process Flow Diagram Creation
- User Stories
- Process Improvements
- Time Management
- Microsoft Office Applications
Certification
- Data Analysis Certification - The CPD Certification Service
- Certified Professional Mentor - ELAP Services
- Aim for Excellence Award - Imagine360
Additional Information
Other Positions Held:
Sherwin-Williams - McDonough, GA
Store Associate
10/2011-06/2013
Sally Beauty - Griffin, GA
Sales Associate
09/2009-10/2011
Timeline
Senior Lead Intake Specialist
Imagine360
08.2021 - Current
Client Support Specialist
Tsys Managed Services
10.2018 - 08.2021
Intake Specialist
Lifestance Health
08.2015 - 10.2018
Call Center Specialist
Bobby Dodd Institute
06.2013 - 08.2015