Jason Martin
Owensboro,KY
Summary
Customer Service professional with 13 years of experience seeking Call Center Representative role. Proven expertise in resolving billing issues, advocating additional products, and delivering empathetic support. Strong background in communication, problem-solving, and active listening, ensuring exceptional customer interactions and satisfaction.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Virtual Scribe Manager
Nuance Communications/Cognizant
08.2022 - 04.2024
- Oversaw a team of Quality Documentation Specialists, ensuring adherence to production metrics and efficient allocation of resources to maintain electronic health record documentation.
- Directed the workflow of clinical encounter data, aligning team efforts with financial targets while meeting contractual quality and timeliness constraints.
- Conducted quarterly performance reviews, managed payroll processes, and coordinated comprehensive training and orientation programs for new team members.
- Facilitated account transitions by collaborating with global partners and internal teams, ensuring seamless workflow continuity and addressing any discrepancies in scribe logs.
Swat
Nuance Communications
10.2021 - 08.2022
- Reviewed and ensured compliance of Quality Documentation Specialists' (QDS) deliverables with Documentation Quality Standards and provider-specific instructions, enhancing documentation accuracy and adherence to protocols.
- Coordinated and led quality assurance meetings with QDS and Quality Documentation Managers (QDM) to align on quality expectations and implement provider-requested changes, fostering continuous improvement.
- Verified patient information accuracy and record completeness within various Electronic Health Records (EHR) systems, including Athena, Cerner, EPIC, Medent, NexGen, and Intergy, ensuring high data integrity.
- Facilitated the transition of the Memorial Health Group account to Global QDS, conducting thorough reviews and meetings to confirm the maintenance of quality standards post-provider Go Live event.
Quality Documentation Specialist
Nuance Communications
07.2021 - 10.2021
- Summarized clinical encounters and medical documentation, including History of Present Illness (HPI), Physical Examination (PE), Results, and Assessment/Plan (A/P) for healthcare providers across multiple specialties.
- Ensured adherence to healthcare provider and account-specific documentation standards, contributing to the maintenance of high-quality documentation practices.
- Collaborated with Quality Documentation Management (QDM) to address feedback and implement solutions for continuous improvement in documentation processes.
CIP Technician
Mizkan America (Weekends)
09.2018 - 10.2020
- Conducted comprehensive sanitation maintenance on processing equipment, ensuring adherence to strict microbiological standards through regular testing and examinations.
- Collaborated with chemical representatives to determine optimal chemical usage, successfully maintaining storage areas and distribution methods, and evaluated the efficacy of new chemicals.
- Managed the upkeep of essential components including valve and pump parts, and executed both manual and automated Cleaning in Process (CIP) operations to maintain cleanliness in processing and packaging areas.
HCC Coder
Coding Clarified
09.2018 - 09.2020
- Accurately assessed and documented medical claims, ensuring diagnosis codes met the specificity and appropriateness for services rendered according to CMS HCC categories.
- Conducted thorough reviews of medical records to extract all pertinent coding information, achieving an accuracy rate exceeding 95% in coding and abstracting tasks.
- Collaborated with healthcare providers to facilitate the retrieval and compilation of data for research, diagnosis, and educational purposes, enhancing the quality of documentation.
- Maintained currency with coding changes and guidelines, providing effective training and support to staff, thereby improving documentation standards and coding accuracy.
Cook Technician
Mizkan America
08.2017 - 09.2018
- Managed ingredient processing in kitchen kettles and vessels, ensuring adherence to food safety protocols and regulatory compliance.
- Conducted quality inspections and testing, while maintaining accurate documentation for equipment maintenance and operations.
Filler Technician
Mizkan America
01.2011 - 08.2017
- Managed the operation of automatic fillers, adjusting speeds according to jar dimensions to maintain production efficiency.
- Ensured adherence to General Manufacturing Practices, maintaining a sterile work environment and overseeing the transportation of jars via conveyor systems.
- Conducted quality control inspections and maintained accurate records, while implementing Total Productive Maintenance strategies to enhance equipment efficiency and minimize downtime.
Team Leader
Spherion
08.2010 - 01.2011
- Managed scheduling for a team, coordinating shifts in alignment with production demands and handling time-off requests to maintain operational efficiency.
- Enforced safety protocols and oversaw completion of mandatory training programs, ensuring compliance with both third-party employer and facility standards while administering appropriate disciplinary measures as needed.
Education
Associate of Applied Science - Network Administration, Network Administration
Madisonville Community College
Madisonville, KY12.2009
Skills
- Quality Documentation
- Healthcare Documentation
- Team Leadership
- Training and Development
- Manufacturing Practices
- Quality Control
- Microsoft Office
- Data Analysis
- Communication Skills
- Reporting
- Product Knowledge
- Advocacy
- Customer Relationship Management (CRM)
- Problem-Solving
- Listening Skills
- Communication
- Problem Solving
- Active Listening
- Time Management
Certification
- Microsoft Networking (MCSA), Madisonville Community College 2010
- A+ Certification, Madisonville Community College 2010
Timeline
Virtual Scribe Manager
Nuance Communications/Cognizant
08.2022 - 04.2024
Swat
Nuance Communications
10.2021 - 08.2022
Quality Documentation Specialist
Nuance Communications
07.2021 - 10.2021
CIP Technician
Mizkan America (Weekends)
09.2018 - 10.2020
HCC Coder
Coding Clarified
09.2018 - 09.2020
Cook Technician
Mizkan America
08.2017 - 09.2018
Filler Technician
Mizkan America
01.2011 - 08.2017
Team Leader
Spherion
08.2010 - 01.2011
Associate of Applied Science - Network Administration, Network Administration
Madisonville Community College