Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

Jessica Cole

Kalamazoo,MI

Summary

Diligent and results-oriented management analyst with 13+ years of solid infield and remote experience. Successfully manages multiple complex initiatives, identifies and resolves defects, and analyzes and improves policies and procedures. Proficient practitioner of industry best practices, evolving leader with progressive strategies that enhance employee motivation, boost productivity, and improve job performance. Proven track record in excellent customer service, customer satisfaction, new employee training initiatives, and data reporting. Focused and dependable leader.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Sr. Physician Adoption Liaison

R1 RCM
08.2021 - Current
  • Establish and maintain strong relationships with offices through written communication and in-person visits within multiple out of state markets.
  • Serve as the primary point of contact, fostering strong relationships between internal teams and external partners and render any trouble shooting assistance as needed.
  • Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
  • Maintain up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
  • Maintain a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
  • Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
  • Collaborate closely with department heads to identify opportunities for process improvement initiatives.
  • Spearheaded training and development plan to inspire innovation.


  • Develop, prepared and maintained training materials, training schedules, and documentation to conduct training for internal and external clients.

EXCELLENCE MANAGEMENT LEAD

R1 RCM
02.2021 - 08.2021
  • Perform weekly process and compliance audits to ensure associates are maintaining the quality standard
  • Regular reviews of colleagues on their performance that are effective, clear, and inspire colleagues to continue to strive for excellence
  • Identify training opportunities and work in partnership with the training team to implement changes
  • Compile monthly trending error reports in turn driving initiatives for continuous improvement
  • Develop and implement systematic, clear and effective processes with across multiple roles
  • Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions with collaboration with the operational team
  • Escalate unresolved issues working closely with supervisors from both across multiple locations to support our colleagues
  • Collaborate with off-shore auditing team to ensure reporting is timely, audits are accurate and policies are up to date
  • Assist the training department with new hires with mock calls to drive compliance adherence and performance improvement classes as needed
  • Support the mentoring program for new hires by providing recorded calls for review as a learning experience
  • Deliver scores and areas of opportunity to agents on a weekly basis.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.

INSURANCE VERIFICATION AUTHORIZATION SPECIALIST

ACCRETIVE HEALTH
07.2009 - 02.2015
  • Initiated contact with client hospital patients via telephone using appropriate scripting to ensure the required level of benefit and precertification/authorization details such as demographics, insurance/coverage and clinical information are obtained
  • Completed appropriate electronic forms with detailed benefit and precertification/authorization information to ensure a clean claim
  • Identified inaccurate plan codes and corrects in the hospital's main frame
  • Work directly with multiple insurance websites to obtain benefits and authorization validation
  • Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties
  • Adhered to the guidelines set forth in the Health Insurance Portability and Accountability Act (HIPAA), designed to prevent or detect unauthorized disclosure of Protected Health Information.

RECEPTIONIST

LAW OFFICE OF ATTORNEY STEPHEN A THOMAS
10.2004 - 07.2006
  • Answered multi-line telephone system, filed, sorted and cataloged mail and court documents
  • Scheduled appointments and staff meetings
  • Greet and meet with clients
  • Assisted with taking payments and explaining processes
  • Transcribed verbal notations from the attorney's
  • Wrote professional and error-free letters, memoranda and other business documentation to support office needs
  • Kept reception area clean and neat to give visitors positive first impression
  • Routed incoming mail and messages to relevant personnel without delay
  • Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking
  • Scheduled and confirmed appointments and meetings for several attorneys.

Education

High School Diploma -

Lewis Cass Technical High School
Detroit
06.2006

Skills

  • Proficient in Microsoft Office, data analysis and entry, creative, effective cross-functional communicator, excellent verbal and written communication, multidisciplinary collaborator, team player, skilled leader, solution minded complex problem solver, strategic thinker, conflict mediator, process creator with tangible application, and fluent in American sign language

Additional Information

Honest, hardworking, big picture visionary, flexible, self-motivated, innovative individual with a creative solution-minded approach to problem solving.

Certification

Certificate of Completion in American Sign Language.

Timeline

Sr. Physician Adoption Liaison

R1 RCM
08.2021 - Current

EXCELLENCE MANAGEMENT LEAD

R1 RCM
02.2021 - 08.2021

INSURANCE VERIFICATION AUTHORIZATION SPECIALIST

ACCRETIVE HEALTH
07.2009 - 02.2015

RECEPTIONIST

LAW OFFICE OF ATTORNEY STEPHEN A THOMAS
10.2004 - 07.2006

High School Diploma -

Lewis Cass Technical High School

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