Jessica Iler
Atlanta,GA
Overview
26
26
years of professional experience
1
1
License
Work History
Unit Manager
PruittHealth
03.2025 - 07.2025
Wellness Director
Sonida Senior Living
05.2024 - 10.2024
Business Office Manager
Brickmont Assisted Living
01.2024 - 04.2024
Resident Services Director
Benton House
10.2023 - 12.2023
Assistant Director of Nursing
Perimeter Suites by Harborview
06.2023 - 10.2023
Patient Support Manager
PhilRx
05.2022 - 06.2023
- Manage day to day operations for the Patient Support Team.
- Lead quality assurance measures and management of performance for Team.
- Daily reporting on KPIs and coach to meet / exceed averages.
- Performance improvement as related to NPS and at risk management.
Member Experience Manager
Spark Advisors
10.2021 - 03.2022
- Managed all aspects of the call center, including daily operations, recruiting and onboarding, training, reporting and quality assurance.
- Updated scripts and manage our knowledge base as our support areas grow.
- Continuously improved call center standard operating procedures and processes, managing against key SLAs and customer satisfaction scores.
- Maintained a staffing model to account for seasonality and employee turnover.
Supervisor, Business Operations, Medicare Care Management
Aetna, a CVS Health company
10.2018 - 06.2021
- Developed, motivated, evaluated and coached staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answers questions, monitor calls and give ongoing feedback.
- Utilized available incentive programs to reward, recognize and celebrate team and individual successes.
- Assessed individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
- Established a clear vision aligned with company values; motivates others to balance customer needs and business objectives.
- Managed and monitored daily workflow and reporting to ensure business objectives are maintained and accurately reported; ensures resources are aligned appropriately across function and/or service center.
- Developed and maintained a strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
- Leveraged the unit's resources to resolve plan, claim and call inquiries or problems by identifying the issue, obtaining applicable information, perform root cause analysis, and generate and act upon the solutions.
- Removed barriers to job performance and ensures regulatory compliance.
- Attracted, selected, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
- Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development.
- In Home and assessments delivery of products for Medicaid and members services.
- Clearly to determine identifies level what of care must needed be accomplished for successful case Management.
Message Management Internal Medicine
Kaiser Permanente
07.2016 - 10.2016
- Responsible for management of communication between approximately 8 to 10 primary care physicians in an outpatient office setting via email and telephone.
- Triaged patients.
- Assisted with the continuum of care.
Staff Nurse
Lakeview Behavioral Health System
10.2015 - 05.2016
- Conducted medication administration.
- Worked as primary care nurse when an RN was unavailable.
- Educated each patient on the individual medications and made sure they are aware of what they are taking and some illness education as well for the families.
- Helped to reduce the high medication error rate prior to my arrival at this job.
- Documented patient information.
- Audited patient charts for accuracy.
Nurse Advocate
UnitedHealthcare / Optum
02.2014 - 06.2015
- Submitted prior authorization requests, and based on benefit level would approve request or refer to physician.
- Filed appeals and followed up on the case until arbitration.
- Worked with Medicaid and Medicare patients.
- Worked as a Nurse Advocate, took inbound calls from UHC Members regarding their benefits, illnesses, and treatment options through case management.
- Empathized and showed compassion from a nursing point of view as well as saved (UHC) money by utilizing the most effective treatments.
- Demonstrated excellent triage skills, knowledge of treatment options, disease management as well as compassion, innovation, and teamwork with my colleagues.
Charge Nurse
Life Care Center of Lawrenceville
06.2013 - 11.2013
- Worked as a Charge Nurse for approximately 22-30 patients in a sub-acute post-surgical rehab unit.
- Supervised 3-4 CNAs each shift.
- Worked within my scope of practice as an LPN with med admin, documentation, physician's orders, and assessments.
- Triaged for possible issues post-surgical regarding hip replacements, knee replacements, and other medical disease management.
- Cross trained to be the Wound Care Nurse.
Charge Nurse
Pruitt Health
02.2012 - 06.2013
- Managed day to day unit in a skilled nursing and sub-acute rehab facility.
- Patient load was heavily multiple medical issues from G- tubes to trachs.
- Responsible for up to 38 residents and supervision of 5 CNAs.
- Conducted treatment planning.
- Triaged residents daily if needed.
- Conducted admissions and discharges.
Nurse and Case Manager
Peachford Behavioral Health System of Atlanta Health
05.2001 - 01.2012
- Worked as a Case Manager for the In-house psychiatric team.
- Attended daily utilization review meetings and worked with patients in discharge planning.
- Trained to do pre-post ECT care involving outpatient ECT treatments, post anesthesia recovery, and patient teaching of procedure.
- Served 2 years on the Employee Council and participated in motivational activities with management.
- Involved in committees to prevent med errors and for monitoring of medically compromised patients.
Education
Bachelors - Nursing
Georgia State University
Atlanta, GAAssociate of Science - undefined
Gwinnett Tech College and University
12.1999
Skills
- Nursing
- Case Management
- Triage
- Medication Administration
- Quality Assurance
- Change Management
- Patient Care
- Performance management
- Supervising Experience
- Key Performance Indicators
- Root Cause Analysis
- Epic
- Google Suite
- Management
- EMR Systems
- Process Improvement
- Salesforce
- Microsoft Excel
- Customer service
- Microsoft Outlook
- Utilization management
- Slack
- Communication skills
- Analysis skills
- Confluence
- Zendesk
- Windows (10 years)
- Jira
- Employee Orientation
- Microsoft SharePoint
Certification
- AED Certification
- LVN
- LPN
- CPR Certification
Timeline
Unit Manager
PruittHealth
03.2025 - 07.2025
Wellness Director
Sonida Senior Living
05.2024 - 10.2024
Business Office Manager
Brickmont Assisted Living
01.2024 - 04.2024
Resident Services Director
Benton House
10.2023 - 12.2023
Assistant Director of Nursing
Perimeter Suites by Harborview
06.2023 - 10.2023
Patient Support Manager
PhilRx
05.2022 - 06.2023
Member Experience Manager
Spark Advisors
10.2021 - 03.2022
Supervisor, Business Operations, Medicare Care Management
Aetna, a CVS Health company
10.2018 - 06.2021
Message Management Internal Medicine
Kaiser Permanente
07.2016 - 10.2016
Staff Nurse
Lakeview Behavioral Health System
10.2015 - 05.2016
Nurse Advocate
UnitedHealthcare / Optum
02.2014 - 06.2015
Charge Nurse
Life Care Center of Lawrenceville
06.2013 - 11.2013
Charge Nurse
Pruitt Health
02.2012 - 06.2013
Nurse and Case Manager
Peachford Behavioral Health System of Atlanta Health
05.2001 - 01.2012
Associate of Science - undefined
Gwinnett Tech College and University
Bachelors - Nursing
Georgia State University
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