Jessica A. Zercher
Stow,OH
Summary
Healthcare and behavioral health professional with leadership experience in program operations, member support, and interdisciplinary care coordination. Supports positive outcomes through crisis response, admissions and discharge coordination, Medicaid and Medicare compliance, and accurate documentation in high-volume, remote, and fast-paced environments.
Overview
11
11
years of professional experience
Work History
Recovery Manager
CareStar
02.2025 - Current
- - Delivered case management support, ensuring compliance with program standards and service rules to enhance member services.
- - Assess member needs for long-term services and supports.
- - Established strong working relationships with members, caregivers, healthcare providers, and community resources to facilitate coordinated care.
- - Connect members with appropriate healthcare and support services through active advocacy.
- - Conducted assessments along with admissions and discharge coordination.
- - Utilized communication, problem-solving, and customer service skills to achieve positive member outcomes.
- - Work with interdisciplinary teams to maintain continuity of care and effective service delivery.
Healthcare Customer Service Representative
Carenet Healthcare
09.2023 - 02.2025
- Scheduled preventive screenings and healthcare appointments to facilitate timely access to care.
- Resolved benefits and insurance questions, ensuring customers received clear and effective guidance.
- Educated patients on available options to support informed healthcare decisions.
- Handled inbound calls with compassion, enhancing patient and customer experiences.
- Consistently met service expectations, delivering support to customers in a remote environment.
- Completed remote work responsibilities with professionalism and care.
Case Manager
Harbor Behavioral Healthcare
Toledo, OH
11.2022 - 03.2023
- Led crisis intervention and de-escalation response during critical situations.
- Directed client and patient support efforts to enhance well-being and recovery in behavioral healthcare.
- Guided clients in behavior management and emotion regulation strategies.
- Partnered with families, guardians, and community partners to coordinate comprehensive services, ensuring holistic support for clients.
- Delivered consistent quality care in fast-paced, high-stress environments, effectively addressing client needs and challenges.
- Maintained accurate records and used computer systems efficiently.
Program Director
Park Terrace Nursing and Rehabilitation
Toledo, OH
08.2020 - 10.2022
- Coordinated and scheduled therapeutic programming and activities to enhance patient engagement and recovery.
- Supervised therapeutic activity staff, fostering professional growth and enhancing team capabilities.
- Participated in interviewing, hiring, onboarding, and staff management.
- Conducted assessments and supported admissions and discharge processes.
- Collaborated with families, guardians, and community partners.
- Ensured compliance with Medicaid and Medicare regulations, maintaining operational integrity and quality of care.
- Maintained a patient centered approach while balancing operational priorities.
- Managed operations for a locked behavioral health unit.
Program Director
Josiah Lott Residential and Community Services
Toledo, OH
08.2015 - 08.2020
- Led residential program operations and service delivery to support quality care.
- Supervised and guided a team of 10+ staff to enhance service delivery.
- Oversee active treatment plans and person-centered care practices across daily workflow.
- Coordinated communication among clients, families, guardians, and community partners to ensure alignment in care.
- Managed recruitment and hiring processes to build a skilled workforce.
- Maintained compliance with program requirements and documentation standards.
- Balanced competing priorities effectively in a fast-paced environment.
Education
Bachelor of Arts - Christian Ministries, Pastoral Ministry and Counseling
Messiah College
Grantham, PA05-2002
Master's Degree - Clinical Mental Health Counseling
Messiah College
Grantham, PASkills
Behavioral health management
- Medicaid and Medicare compliance
- Management of cases
- Coordination of care
- Record keeping
- Operations oversight
- Training staff members
- Annual case reviews
- HIPAA compliance
- Resolution of conflicts
- Intervention in crises
- Solving problems effectively
- Leadership in programs
- Referral coordination
Additional Qualifications
- Extensive experience in patient facing and client facing roles.
- Strong verbal and written communication skills.
- Experience coordinating services across healthcare and community organizations.
- Demonstrated ability to build rapport, resolve concerns and maintain professional relationships.
- Quick learner with the ability to adapt to new systems, processes and technologies.
Timeline
Recovery Manager
CareStar
02.2025 - Current
Healthcare Customer Service Representative
Carenet Healthcare
09.2023 - 02.2025
Case Manager
Harbor Behavioral Healthcare
11.2022 - 03.2023
Program Director
Park Terrace Nursing and Rehabilitation
08.2020 - 10.2022
Program Director
Josiah Lott Residential and Community Services
08.2015 - 08.2020
Bachelor of Arts - Christian Ministries, Pastoral Ministry and Counseling
Messiah College
Master's Degree - Clinical Mental Health Counseling
Messiah College