Jessica Hocquard
Boyne City,MI
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking professional with in-depth understanding of evaluation processes and audit procedures. Pursuing new professional challenges with an expanding operation.
Overview
10
10
years of professional experience
Work History
Lead/Crew Trainer/Quality Auditor
Boyne Mountain Resort
Boyne Falls, MI
11.2018 - Current
- Taught new team members correct procedures for all areas of operations.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Set positive example for team members by providing high-quality, efficient service.
- Mentored junior employees to improve performance and help maintain a positive work environment.
- Collaborated with management to identify areas of improvement and develop comprehensive training programs.
- Documented training and progress on database to enable tracking history and maintain accurate records.
- Analyzed training requirements of crew members to identify areas for improvement, bridge gap and provide resources.
- Enhanced product quality by conducting thorough audits and identifying areas for improvement.
- Audited activities of workers on production lines and shipping and receiving.
- Improved overall customer satisfaction by ensuring that all products met established quality standards.
- Ensured timely completion of all assigned audits while maintaining a high level of detail and accuracy.
- Educated and oriented employees to improve compliance with quality control protocols.
- Trained new Quality Auditors on best practices, increasing their proficiency in performing audits effectively.
Patient Service Specialist
Internal Medicine
Petoskey, MI
05.2014 - 07.2018
- Improved patient satisfaction by providing efficient and friendly service during check-ins, registrations, and scheduling appointments.
- Ensured HIPAA compliance by maintaining strict confidentiality of patient information while handling sensitive documents.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Reduced wait times for patients by optimizing appointment schedules and coordinating with clinical staff.
- Kept waiting areas clean and organized, creating a welcoming environment for patients during their visit.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Educated patients on available resources such as financial assistance programs or support groups related to their specific medical conditions.
- Expedited referral processing for specialist visits as needed, ensuring seamless transitions for patients seeking additional care options outside of the primary practice setting.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
Education
Associate of Arts -
North Central Michigan College
Petoskey, MIHigh School Diploma -
Boyne City High School
Boyne City, MI06.2001
Skills
- Employee Training
- Team Leadership
- Active Listening
- Work Planning and Prioritization
- Continuous Improvement
- Policies and Procedures
- Training Tools and Resources
- Clear Communication
- Decision-Making
- Attention to Detail
- Quality Assurance
- Online training experience
- Data Entry
Timeline
Lead/Crew Trainer/Quality Auditor
Boyne Mountain Resort
11.2018 - Current
Patient Service Specialist
Internal Medicine
05.2014 - 07.2018
Associate of Arts -
North Central Michigan College
High School Diploma -
Boyne City High School