Jennifer Jackson
Indianapolis,IN
Summary
Highly skilled, results-oriented professional Senior Order Management Specialist with 10+ years of experience managing complex customer orders from initiation to fulfillment, consistently exceeding delivery targets and driving customer satisfaction through proactive issue resolution and robust relationship building. A proven track record of streamlining order management processes, with expertise in identifying and implementing process improvements, leveraging data-driven insights to optimize order fulfillment and enhance customer experience.
Overview
14
14
years of professional experience
Work History
Senior Order Management Specialist
Wolter Kluwer/UpToDate
Indianapolis, IN
06.2019 - Current
- I am an Order Management Specialist (OMs) my role has a significant impact on the financial management of Wolters Kluwer revenue stream
- OMs are required to work with various departments to resolve customer issues
- Responds to internal inquiries (Sales, Finance, etc.) by researching order processing status or issues, product fulfillment and/or billing questions
- I am also responsible for managing customer order activity from signed contract submission to processing the annual account renewal
- This includes reviewing contract to ensure accuracy of product being invoiced, setup for access/fulfillment, processing of product changes/cancellations/suspensions, processing credits/upsells, and calculating and processing the upcoming renewal pricing based on company or contract language
- This requires excellent attention to detail, good verbal and written communication skills, analytical ability, strong organization skills, and the ability to thrive in fast paced, rapidly changing environment
- Process new and upsell/amendment orders via Excel and Salesforce
- Update and apply/process order POs
- Update monthly, and quarterly reports using Excel and Salesforce
- Identify, enter, process all incoming orders - EDI, web portal based, e-mail, support email
- Set up and document order processing for new customers via Excel, and Salesforce
- Manage/maintain monthly reports to commercial organization and creating reports
- Create reports utilizing, Access and Excel
- Troubleshoot reports; verifying overall data quality and taking corrective action as needed
- Interact with cross functional departments (Finance, Service, Marketing and MDM Team) to standardize and optimize processes
- Discover significant understandings in salesforce opportunity and sales revenue data
- Work closely with Sales/Contracts Organization to motivate and drive implementation of key initiatives
- Help design standard of work for organization to help streamline internal processes
- Manage client/vendors invoicing via email
- Complete peer reviews/quality assurance to ensure order accuracy
- Run reports on open/lost orders through Salesforce
- Maintained current and accuracy for invoicing processed
- Conducted monthly inventory site management
- Performed close of month end book reporting and auditing though Excel, and Salesforce
- Tracked, documented and maintained all customer blanket POs
Client Account Manager/Revenue Cycle Specialist
Availity LLC
Indianapolis, IN
12.2013 - 06.2017
- Managed 250+ multi-specialty/provider accounts
- Researched, analyzed and identified trending reports/analysis
- Performed revenue enhancement opportunities for ancillary products
- Presented solutions and first-time resolutions efficiently and timely
- Conducted 835/837, 270/271 Ansi claim data transactions
- Ensured proper procedures and guidelines are followed according to regulations
- Minimized errors within claim processing to reduce backend denials and rejections
- Conducted daily/weekly/quarterly and year end reports using Excel
- Delivered project status reports within SLA
- Evaluated and presented product efficiency and determine best practice upon project completion
- Contributed to the development of department policies and procedures
- Ensured industry regulatory compliance
- Acted as gatekeeper for all Tier 4 support and services
- Worked alongside SLT for development of best practices, training and support for Tier 4 clients
- Implemented large client acquisition before an industry compliance deadline shutdown
- Coordinated and oversaw implementation process of directly assigned clients Tier1- 4
- Identified areas of need for end user ongoing training and support needs
- Work directly with UI development, SCRUM teams and Vendor Relations
- Quickly and efficiently identify user interface issues and software compatibility
- Created, scheduled and notated monthly survey process and action plans for all client’s VAR, Tier 1, Tier 2, Tier 3 and Tier 4
Patient Accounts Representative
Obstetrics & Gynecology of Indiana
Indianapolis, IN
11.2010 - 12.2013
- Acted as Anthem Blue Cross & Blue Shield direct point of contact
- Analyzed and resolved claim denials and rejections
- Conducted monthly accounts receivable
- Analyzed daily 270/271 as well as 835/837 transactions
- Worked with cross functional multi medical practice management software system
- Verified and confirmed patient/member eligibility and benefit coverage
- Enhanced reimbursement
- Created appeals and collections within compliance
- Successfully decreased Anthem accounts receivable by 60 days
Education
Associates (A.A.S) - Medical Administration (billing & coding)
National College of Indianapolis
Indianapolis, IN01.2009
Skills
- Microsoft Office Suite
- Microsoft Access
- Visio
- SharePoint
- Misys
- NextGen
- Availity
- ENS
- Salesforce
- Splunk
- Qualtrics solutions
- OCS
- IT360
- Pulse
- MediSpan
- Zip Manager
- Emdeon
- EClinical Works
- Nextgen
- Epic
- Bradford Scott
- HD8000
- JIRA
- Greenway
- Athena
- Alta Point
- Cerner
- WebEx
- TeamViewer
- UpToDate
- Price Rx
- Workday
- Expertpoint
- CapDB
- Avaya
- Cisco secure mobility
- Cognos
- ShowPad
- KIZAN
- TRACKWise
- Aries
- Gateway
- SQL
- Oracle – NetSuite
- Lexi Drug
Timeline
Senior Order Management Specialist
Wolter Kluwer/UpToDate
06.2019 - Current
Client Account Manager/Revenue Cycle Specialist
Availity LLC
12.2013 - 06.2017
Patient Accounts Representative
Obstetrics & Gynecology of Indiana
11.2010 - 12.2013
Associates (A.A.S) - Medical Administration (billing & coding)
National College of Indianapolis