Jessica Gracia
Stockbridge,GA
Summary
Dedicated Member Service Representative with strong skills in CRM software and customer interaction. Experienced in resolving inquiries and managing patient care, contributing to improved retention and satisfaction rates.
Overview
10
10
years of professional experience
Work History
Member Service Representative
VXI Global
Remote
08.2024 - Current
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Managed account updates and maintained customer records using CRM software.
- Collaborated with team members to improve service delivery and enhance customer satisfaction.
- Conducted follow-up calls to ensure resolution of customer concerns and boost retention rates.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
IBEX Global
New Braunfels, TX
11.2022 - 06.2025
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Utilized CRM software to track customer interactions and ensure accurate follow-up actions.
- Trained new employees on best practices for customer engagement and problem resolution.
- Educated patients on insurance benefits and coverage options to ensure understanding of services.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Medical Assistant
Highpoint Family Practice
McDonough, GA
08.2016 - 05.2022
- Assisted in patient intake processes, ensuring accurate collection of medical histories and insurance information.
- Coordinated appointment scheduling and follow-up communications to enhance patient engagement and satisfaction.
- Managed electronic health records, maintaining data integrity and confidentiality in compliance with regulations.
- Administered vaccinations and performed routine diagnostic tests, contributing to comprehensive patient care initiatives.
- Streamlined inventory management for medical supplies, reducing waste through effective monitoring practices.
- Obtained client medical history, medication information, symptoms, and allergies.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
Education
Medical Technology
Everest Institute
Jonesboro, GAHigh School Diploma -
Harlingen High School South
Harlingen, TXSkills
- Customer service
- Call center experience
- Database maintenance
- Payment processing
- Medical coding
- Insurance verification
- Professionalism
Timeline
Member Service Representative
VXI Global
08.2024 - Current
Customer Service Representative
IBEX Global
11.2022 - 06.2025
Medical Assistant
Highpoint Family Practice
08.2016 - 05.2022
Medical Technology
Everest Institute
High School Diploma -
Harlingen High School South