Jennifer Ford

VA Certified Patient Advocate, Caregiver

Navigated complex VA Bureaucracy to achieve 90% disability benefits.

• Researched issues and took appropriate action to resolve within turnaround time requirements and quality standards.
• Documented activities and progress in electronic medical record per defined policy and procedures.
• Contacted third-party payors to obtain and confirm authorization for services and communicated necessary related clinical information.
• Prepared documents and reports for clinical reviews and discharge plans.
• Conducted thorough assessments of patients needs, creating customized care plans to address specific concerns effectively.
• Enhanced patient care by implementing personalized treatment plans and monitoring progress.
• Assisted in developing efficient patient-centered care models to enhance overall service quality.
• Provided empathetic support to patients during challenging times, fostering trust and strong rapport.
• Worked with patient to identify gaps in care or obstacles to care.
• Educated patient about available resources, enabling informed decision-making regarding their care options.
• Met with Home Health, Speech, Occupational, and Physical Therapist providers to foster good rapport and relationships and identify new programs.
• Reduced hospital readmission rates through diligent follow-up calls and proactive intervention strategies.
• Coordinated multidisciplinary care teams for comprehensive patient support and optimal outcomes.
• Promoted a supportive and inclusive environment among care team members, fostering collaboration and mutual respect.
• Evaluated program effectiveness regularly, identifying areas for improvement and implementing necessary changes accordingly.
• Advocated for patients rights, ensuring access to appropriate services and fair treatment within the healthcare system.
• Answered incoming calls, scheduled appointments and filed medical records.

• Implemented quality control measures throughout all stages of the repair process, ensuring consistent high-quality outcomes for every serviced timepiece.
• Demonstrated exceptional attention to detail while assembling intricate mechanical movements, ensuring accurate timekeeping performance.
• Developed a system for tracking repair progress, streamlining communication between the workshop and front-end staff to keep customers informed on the status of their watches.
• Stayed up-to-date on industry trends and advancements in horology, applying new techniques when appropriate for improved results.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
• Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.

• Worked in call center environment handling manual and automatically dialed outbound calls.
• Negotiated to collect balance in full.
• Improved customer payment compliance through negotiating mutually agreeable repayment plans.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Processed payments and applied to customer balances.