Jessica Cannaday

• Supported onboarding processes for new providers within the Maximus network.
• Maintained accurate records of all communications with providers including emails, letters, phone calls.
• Assisted Clinical Team with processing Terminations in a timely manner.
• Supported Clinical Management Team with audits of timesheets at the end of each week.

• Partnered with team members to identify and address challenges or opportunities.
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Identified needs of customers promptly and efficiently.
• Maintained positive working relationship with fellow staff and management.
• Oversaw quality control to identify inconsistencies and malfunctions.
• Implemented strategies to take advantage of new opportunities.
• Worked closely with fellow team members to reschedule difficult appointments.
• Works well with outside teams to ensure that consumers receive the best care.

• Work with customers to access government-sponsored programs and receive program services.
• Interact with program participants on a regular, daily basis.
• Educate customers on program services and eligibility requirements.
• Work with customers to meet and achieve program goals and/or maintain program services and eligibility.
• Respond to customer inquiries received by telephone, Interactive Voice Response (IVR), or web based portal regarding information on programs and services.
• Address customers inquiries and resolve problems to ensure that appropriate changes are made.
• Refer unresolved customer grievances to designated departments for further investigation.
• Communicate with supervisor regarding any potential needs or concerns.
• Perform other duties as assigned by management.

• Supported Massachusetts Vaccination Contract-Coronavirus 2019. Provided customer assistance for the State of Mass Department of Health answering inquiries related to COVID-19 such as Vaccine Availability, scheduling, and eligibility.

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Maintained strong call control and quickly worked through scripts to address problems.
• Documented conversations with customers to track requests, problems and solutions.

• Photographed special events, parties and portraits.
• Explained price and package details to customers.
• Maintained various studio equipment.
• Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
• Demonstrated self-reliance by meeting and exceeding workflow needs.