Jennifer Cartier
Forest Grove,OR
Summary
Experienced customer service professional with 14+ years of success in healthcare operations, customer support, and team development. Demonstrated expertise in managing escalated inquiries, coaching staff, supporting claims and benefits resolution, and serving as a Subject Matter Expert for complex healthcare processes. Known for building strong cross-functional relationships, improving service delivery, and providing clear, professional guidance that supports both organizational goals and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Customer Service Operations Specialist
CareOregon Inc
Portland, Oregon
11.2022 - Current
- Respond as the first level for call escalation.
- Assist with phone queues to maintain knowledge, contact center skills and to help meet service levels.
- Serve as first point of contact and Subject Matter Expert for Customer Service Representative (CSR)s with HelpDesk questions regarding benefits, claims, prior authorizations, and resources to assist customers.
- Organize and conduct training/coaching sessions with CSRs individually and in group settings such as team meetings.
- Perform assigned quality evaluations for staff and collaborate with the Quality Team to identify areas of concern, participate in call calibrations, and identify best practices.
- Ability to provide verbal and written feedback to Customer Service staff in a positive and professional manner.
Interim Customer Service Supervisor
CareOregon Inc
Portland, Oregon
07.2025 - 09.2025
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Facilitated regular team meetings to promote collaboration and share best practices.
- Supervised customer service team to ensure quality support and service delivery.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Collaborated with leadership and other teams to optimize system workflows
Provider Customer Service Representative
CareOregon Inc
Portland, OR
10.2018 - 11.2022
- Research, verify and resolve inquiries relating to Oregon Health Plan and Medicare eligibility
- Collaborate with others inside and outside department to explain benefits not covered by Oregon Health Plan and provide information on community resources when appropriate
- Work collaboratively with providers ensure effective customer service and the resolution of health plan problems (e.g., claims, eligibility, and system related issues)
- Maintain confidentiality for all customers in accordance to Health Insurance Portability and Accountability Act (HIPAA) guidelines
- Provide proactive, value added service by identifying and reporting system issues
- Consistently meet or exceed Department and Company standards and expectations including but not limited to quality, production and attendance
- Handle claim inquiries from providers and other customers in an effective and proactive manner
- Trained new staff on customer service protocols and system navigation.
- Communicated updates on policy changes to providers promptly and clearly.
Referral Coordinator
Open Advanced MRI
Portland, OR
11.2015 - 05.2018
- Verified insurance for all patients being seen for MRI, CT, X-Ray and pain management injections.
- Obtained prior authorizations for patients being seen for MRI, CT, X-Ray and pain management injections.
- Scheduled patients according to availability, urgency and insurance authorization guidelines.
- Managed up to 25 patient referrals daily.
- Received and screened a high volume of internal and external communications, including email and mail.
- Met incoming patients with professional approach and provided friendly, knowledgeable assistance.
- Ensured HIPAA compliance.
Help Team Associate
ZoomCare Inc
Hillsboro, OR
03.2012 - 08.2015
- Provided excellent customer service while scheduling 40% of all patients over the phone.
- Served as a liaison between patients and physicians to assist patients in understanding their treatment plans.
- Provided accurate and appropriate information in response to patient inquiries.
- Trained staff on how to improve patient interactions.
- Worked with upper management to ensure appropriate changes were made to improve patient satisfaction.
- Verified health care benefits for over 300 patients on a daily basis.
- Ensured HIPAA compliance.
Customer Service Representative
Netflix Inc
Hillsboro, OR
10.2009 - 08.2011
- Provided customer service for an average of 80 calls per day, answering customer inquiries, solving problems, and providing new product information.
- Provided technical support for the online streaming services.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.
- Implemented new processes and systems for improving customer service satisfaction.
- Met and maintained a customer satisfaction rate of at least 95.5%.
Education
GED -
Century High School
2003
Skills
- Customer Service Operations
- Team Leadership & Coaching
- Escalation Management
- Claims & Benefits Resolution
- Healthcare Administration
- Medicare & Oregon Health Plan Expertise
- Prior Authorization Processes
- Provider Relations
- Training & Development
- Cross-Functional Collaboration
- HIPAA Compliance
- Problem Resolution
- Written & Verbal Communication
- Process Improvement
Timeline
Interim Customer Service Supervisor
CareOregon Inc
07.2025 - 09.2025
Customer Service Operations Specialist
CareOregon Inc
11.2022 - Current
Provider Customer Service Representative
CareOregon Inc
10.2018 - 11.2022
Referral Coordinator
Open Advanced MRI
11.2015 - 05.2018
Help Team Associate
ZoomCare Inc
03.2012 - 08.2015
Customer Service Representative
Netflix Inc
10.2009 - 08.2011
GED -
Century High School