Jerricka Butler
Phoenix,AZ
Summary
Dedicated healthcare and customer service professional with a strong background in total care residential management, patient support, and care coordination. Proficient in EMR/CRM systems, HIPAA compliance, and team supervision. Committed to delivering compassionate care, fostering trust, and improving patient outcomes.
Overview
7
7
years of professional experience
Work History
Group Home Manager
Unified Residential Homes LLC
01.2025 - 09.2025
- Direct full operations of a high-acuity Total Care residential program serving adults with complex medical and developmental needs, ensuring continuous compliance with Arizona state healthcare regulations and licensing standards.
- Lead and develop a multidisciplinary care team, including staff scheduling, onboarding, training, performance evaluations, and corrective action, to maintain safe staffing ratios and consistent quality outcomes.
- Oversee (PCSPs), Medication Administration Records (MARs), incident reporting, and regulatory documentation to ensure audit readiness and clinical accuracy.
- Manage care for two medically fragile, wheelchair-bound residents, including a client with Down syndrome and dementia and a second client with a seizure disorder requiring 2:1 staffing and strict choking-risk protocols, ensuring individualized care plans are accurately executed by staff.
- Serve as primary liaison between family members, healthcare providers, therapists, case managers, and state representatives, ensuring coordinated care and timely communication.
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing.
Direct Care Worker
Unified Residential Homes LLC
09.2023 - 01.2025
- Provide hands-on assistance with ADLs, including bathing, dressing, grooming, toileting, and mobility support.
- Support residents with medication reminders or administration according to state guidelines and facility protocols.
- Assist with meal preparation, feeding, and monitoring dietary needs or restrictions.
- Maintain a safe, clean, and supportive living environment, including light housekeeping and infection control practices.
- Implement individualized care plans and support goals to promote independence and quality of life.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
Chore Coordinator & Client Services Rep II
Humble Home Chore Services LLC
06.2024 - 11.2024
- Coordinated household services for seniors and disabled clients; transitioned into Housing Coordination.
- Matched client needs with service providers and ensured high client satisfaction.
- Managed multiple service requests with timely, compassionate follow-through.
Patient Service Specialist
SimonMed Imaging
01.2024 - 07.2024
- Greeted patients and managed efficient check-in.
- Verified and collected patient identification, insurance information, and required documentation with accuracy.
- Assisted with scanning, filing, and updating patient records in the EMR system.
- Processed copays and payments following financial policies.
- Scheduled appointments and coordinated patient flow.
- Answered incoming calls, provided exam preparation instructions, and addressed patient questions or concerns.
- Place outbound calls for appointment reminders.
- Maintained HIPAA compliance and updated EMR records
- Scheduled appointments, while efficiently communicating with clinical staff and patients to ensure seamless visit experiences.
Messenger, Courier Services
Sonora Quest Laboratories
04.2022 - 01.2023
- Under general supervision, transported patient specimens, reports, and supplies between various hospitals, medical facilities, and laboratories across the metropolitan Phoenix region
- Solely responsible for effective time-management by optimizing driving routes
- Proficient in accurate record-keeping and excelled in working efficiently under pressure to guarantee the secure and timely transportation of medical supplies & specimens
- Handled sensitive materials such as blood samples, urine samples, and/or critical supplies following extremely strict safety protocols
Pharmacy Technician Trainee
Humana
06.2020 - 01.2023
- Responded to high-volume inbound calls using a CRM system and Avaya soft phone, accurately addressing patient, pharmacy, and provider inquiries, refill requests, and medication transfer needs while maintaining strict HIPAA compliance.
- Placed outbound calls to providers to follow up on medication requests and renewals, ensuring timely, efficient, and confidential patient care.
- Developed strong knowledge of mail-order pharmacy operations, including medication refill workflows, renewal processes, inventory procedures, and transfer protocols between mail-order and local pharmacies.
- Reviewed and verified customer information and insurance provider information.
Remote Mail Order Pharmacy
UM Administration Coordinator
Humana
11.2019 - 06.2020
- Tasked with delivering efficient and effective support to the Utilization Management (UM) department, and offering impactful non-clinical assistance to enhance the quality of patient care.
- Assisted UM Staff with drafting reports and documents.
- Updated patient records by obtaining clinical data from providers and facilities.
- Offered non-clinical assistance to ensure optimal treatment and care for members by adhering to policies and procedures.
- Accurately recorded and appended clinical information acquired during phone calls.
Senior Customer Service Representative
UnitedHealth Group
01.2019 - 04.2019
- Communicated with care providers by phone and computer on behalf of members to arrange appointments and coordinate with internal specialists when needed.
- Took full ownership of member concerns, resolving issues in real time or providing thorough and timely follow-up until resolution.
- Researched complex inquiries across multiple databases and collaborated with support teams to resolve issues or coordinate next steps.
Education
Diploma -
Sierra Linda High School
Phoenix, AZ05.2012
Skills
- Client support
- Residential care management
- Electronic medical records management
- HIPAA regulations knowledge
- Effective team leadership
- Appointment coordination
- Patient care assistance
- Effective communication
- Effective time management
Timeline
Group Home Manager
Unified Residential Homes LLC
01.2025 - 09.2025
Chore Coordinator & Client Services Rep II
Humble Home Chore Services LLC
06.2024 - 11.2024
Patient Service Specialist
SimonMed Imaging
01.2024 - 07.2024
Direct Care Worker
Unified Residential Homes LLC
09.2023 - 01.2025
Messenger, Courier Services
Sonora Quest Laboratories
04.2022 - 01.2023
Pharmacy Technician Trainee
Humana
06.2020 - 01.2023
UM Administration Coordinator
Humana
11.2019 - 06.2020
Senior Customer Service Representative
UnitedHealth Group
01.2019 - 04.2019
Diploma -
Sierra Linda High School