Jessica Cook
Summary
I am a multifaceted professional with a strong background in photography, customer service, financial management, and healthcare billing. My skills range from producing high-quality images and developing marketing strategies to enhancing customer satisfaction and ensuring financial efficiency. I have a proven track record of improving operational processes, managing budgets and accounts, and fostering strong client relationships. My experience also extends to leading teams, coaching on various skills, and implementing best practices in customer service and billing processes. My career reflects a commitment to excellence, adaptability, and a proactive approach to overcoming challenges and achieving business goals.
Overview
20
20
years of professional experience
Work History
Photographer
Jessica Cook Photography
, AZ
02.2004 - Current
- Applied advanced photo editing techniques including cropping, manipulation, and color balancing to produce polished final images.
- Developed and implemented strategic business and marketing plans, utilized social media for promotion, and innovated photographic techniques to achieve business goals and enhance brand identity.
- Emphasized product features in shoots to improve visual appeal and drive consumer purchasing decisions.
- Engaged with customers to identify their needs, facilitating successful purchase orders and enhancing customer service.
- Ensured studio and building areas were well-maintained and organized, presenting a professional image to clients.
- Executed daily financial reconciliation and prepared bank deposits, maintaining accurate and up-to-date financial records.
- Managed studio inventory to ensure a consistent supply of necessary materials, supporting seamless studio operations.
- Oversaw financial operations, including budgeting, accounts payable and receivable, and payroll, to ensure fiscal health and efficiency.
- Provided detailed explanations of pricing and packages to clients, enhancing transparency and customer satisfaction.
- Specialized in photographing special events such as weddings, parties, and school portraits, ensuring memorable and high-quality imagery.
CSR
Aetna
Phoenix, AZ
01.2021 - 10.2022
- Advised customers on available coverage options that best fit their individual needs.
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Assisted with customer inquiries, complaints, and requests for information regarding insurance policies.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Conducted follow-up calls to ensure satisfactory resolution of customer issues.
- Developed strong relationships with clients by providing exceptional customer service.
- Greeted customers and provided prompt, courteous service.
- Researched relevant policy information to answer customer questions.
- Responded promptly to emails and phone calls from customers seeking assistance.
- Verified accuracy of customer data entered into the system.
Account Manager
ABA Billing
Flagstaff, AZ
04.2018 - 07.2020
- Addressed and resolved discrepancies between billed charges and payments received from insurance companies and third-party payers.
- Analyzed patient accounts to ensure documentation and billing information accuracy and completeness.
- Conducted medical records audits to validate the accuracy of diagnosis codes and billing integrity.
- Developed and implemented processes for accurate coding of diagnoses and procedures to optimize billing practices.
- Kept abreast of changes in insurance regulations and guidelines to maintain compliance with federal, state, and local laws.
- Maintained and reconciled accurate accounting records and accounts receivable balances, and provided training and support on billing processes, contributing to the development of efficient billing practices and policies.
- Performed data entry into electronic health records systems for precise billing purposes.
- Processed appeals for denied claims to secure rightful payments and adjusted billing practices accordingly.
- Responded to provider inquiries regarding claim status and reimbursement rates, enhancing communication and clarity.
- Reviewed and acted upon claims rejections and denials to facilitate resolution and ensure proper reimbursement.
Lead Supervisor
LogistiCare
Phoenix, AZ
06.2014 - 04.2019
- Asked probing questions to accurately assess service needs and input information into electronic systems, ensuring customer inquiries are effectively addressed.
- Coached team members on soft skills and sales techniques, enhancing their ability to engage with customers and drive sales.
- Facilitated individual and group coaching sessions to realign productivity goals and improve overall team performance.
- Defined and documented office procedures with updated SOPs, providing comprehensive training to administrative support staff for operational excellence.
- Developed and implemented strategies to improve customer service processes by analyzing call center data trends.
- Handled escalated customer complaints with professionalism and empathy, resolving issues to maintain high service standards.
- Met or exceeded benchmarks for call speed, accuracy, and volume, demonstrating consistent performance excellence.
- Supported phone and queue work, contributing to efficient operation and high customer satisfaction levels.
- Provided expert customer service and support, including troubleshooting technical issues to ensure a seamless customer experience.
- Monitored client and team resource performance, employing observation-based management for real-time coaching and performance enhancement.
Education
Bachelor of Science - Psychology
BYU-I
OnlineCertified Medical Reimbursement Specialist
American Medical Billing Association
Some College (No Degree) - Medical Billing And Coding
DeVry University
Downers Grove, ILSkills
- Accounts payable knowledge
- Accounts receivable expertise
- Adobe Photoshop competent
- Competent in data analysis
- Effective at complaint resolution
- Effective in account follow-up
- Efficient in workforce management
- Excellent workflow management
- Experienced in claims processing
- Experienced in collections management
- Experienced in patient billing
- Experienced in staff management
- Exceptional customer service
- Familiar with HIPAA compliance
- Familiar with POS systems
- Knowledgeable in commercial and private insurance
- Knowledgeable in ICD-10 coding
- Knowledgeable in insurance billing procedures
- Knowledgeable in insurance verification
- Microsoft Suite proficient (Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Microsoft OneNote, Microsoft Teams, and Microsoft OneDrive)
- Organized and detail-oriented
- Proficient in account reconciliation
- Proficient in Availity
- Proficient in Central Reach
- Proficient in coding data
- Proficient in Foxit Phantom
- Proficient in invoicing
- Proficient in Kareo
- Proficient in medical billing and collections
- Proficient in Office Ally
- Proficient in payment posting
- Proficient in Ring Central
- Proficient in staff management
- Proficient in Traction Tools
- Skilled in chart auditing
- Skilled in coding proficiency
- Skilled in database management
- Skilled in files and records management
- Skilled in insurance billing procedures
- Skilled in patient information management
Timeline
CSR
Aetna
01.2021 - 10.2022
Account Manager
ABA Billing
04.2018 - 07.2020
Lead Supervisor
LogistiCare
06.2014 - 04.2019
Photographer
Jessica Cook Photography
02.2004 - Current
Bachelor of Science - Psychology
BYU-I
Certified Medical Reimbursement Specialist
American Medical Billing Association
Some College (No Degree) - Medical Billing And Coding
DeVry University