Jessica Bracy
San Antonio,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Delivery Driver
Favor Delivery
01.2022 - Current
- Fulfill delivery requests via requests on app 'Favor'
- Pickup orders from various locations, ensuring accuracy and quality control, and promptly delivering them to the customers preferred doorstep
- Provide exceptional customer service, addressing any concerns or special requests with professionalism and efficiency
- Role requires on call adaptability, changes to orders, navigate through traffic, varying weather conditions, and time constraints to ensure timely deliveries
- Contributed to company growth by cross-selling additional products during deliveries, resulting in increased sales revenue
Case Coordinator
Maximus
03.2021 - 06.2023
- Processed applications for the state of Arizona Health and Human Services adhere to all relevant regulations and guidelines set forth by federal, state, and local authorities
- Implemented strategies to increase public awareness of social and community service programs
- Streamlined communication with interdisciplinary team members for effective case coordination and improved client satisfaction
- Managed over 3,500 assigned cases and projects in 2021-2023
- Ensure applicants meet eligibility criteria, which may include income thresholds, documentation of financial hardship due to the pandemic and proof of residency in the state of Arizona
- Requested and reviewed necessary documentation, such as lease agreements, proof of income, and documentation of pandemic related financial hardship
- Coordinate with other agencies or organizations involved in providing rental assistance to streamline the process and maximize resources
Veteran Services Program Support Specialist
QTC Medical Services
01.2013 - 01.2014
- Reviewed medical records via ECW gained assessments to determine veterans needs and facilitate the appropriate referrals to the healthcare providers and specialists for approval of full compensation
- Collaborated with interdisciplinary teams, including local social workers in high profile cases, to coordinate services and support for veterans with complex needs to ensure full compensation
- Compliance with HIPAA, PHI, and state and federal law regulation while conducting over 50 plus cases daily
- Monitored budget allocations for various program components, ensuring responsible spending within designated limits
- Delivered exceptional customer service by responding promptly to inquiries from veterans, their families, and community partners seeking assistance or information about available support resources
- Analyzed claims to determine percentage of disability, permanent and total disability and entitlement to compensation
- Assisted clients in identifying community resources and connecting with appropriate services
Pharmacy Care Representative
CVS Caremark
01.2009 - 01.2013
- Strengthened relationships with healthcare providers by serving as a liaison between pharmacists, physicians, nurses, and other medical professionals
- Facilitated the resolution of billing disputes by investigating discrepancies, communicating with providers, pharmacists and patient
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Exercised leadership capabilities by successfully motivating and inspiring others
- Maintained the highest level of patient confidentiality by diligently adhering to HIPAA regulations and company privacy policies
- Consistently met or exceeded company performance metrics related to productivity, accuracy, quality assurance evaluations
Education
Diploma -
Oliver Wendell Holmes High School
San Antonio, TX05.1998
Skills
- Customer Relationships
- Client Relationship Management
- Complex Problem-Solving
- Quality Assurance
- Logistics knowledge
Accomplishments
2009 Outstanding Retention Representative
2013 Welcome Season Champion
2021 Team Collaboration Award
Experience And Knowledge
- Medical collections
- Claims processor of auto, medical, dental
- PBM background
- Payment processor
- Analytical & Critical thinker
- Medical terminology
- HIPPA complaint
- HEDIS
Timeline
Delivery Driver
Favor Delivery
01.2022 - Current
Case Coordinator
Maximus
03.2021 - 06.2023
Veteran Services Program Support Specialist
QTC Medical Services
01.2013 - 01.2014
Pharmacy Care Representative
CVS Caremark
01.2009 - 01.2013
Diploma -
Oliver Wendell Holmes High School