Jessica Ketsenburg
Monroe City,MO
Summary
Dynamic account representative with expertise in training staff and streamlining processes. Known for enhancing communication among teams and driving initiatives that improve billing accuracy and customer trust.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Account Representative
Hannibal Regional Hospital
Hannibal, MO
11.2019 - Current
- Managed patient accounts, ensuring accuracy and compliance with hospital policies.
- Facilitated communication between insurance providers, and healthcare teams.
- Streamlined account processing procedures to improve workflow and reduce errors as an EPIC Train the Trainer.
- Analyzed account data to identify trends and recommend improvements in processes.
- Led initiatives to enhance claim processing, resulting in increased operational efficiency thru EPIC Train the Trainer.
- Contacted customers in regards to current needs to promptly process their claim.
- Identified possible at-risk accounts enabling preemptive intervention measures before any loss or dissatisfaction occurred thru the Candidate for Billing report for HB team.
- Resolved billing inquiries promptly, enhancing patient satisfaction and trust.
- Trained new staff on account management systems and best practices for efficiency as EPIC Train the Trainer.
- Collaborated with internal teams to develop tailored solutions for accounts. This includes building improved communication with all of the revenue cycle team, including registration, precertification team, Medical Group team, Utilization Team and several others to ensure all information is correct and obtained for efficient payment.
- Consistently exceeded expectations leading the way among fellow team members.
- Implemented new EPIC program as a Train the Trainer to streamline communication and data management, improving overall efficiency.
- Streamlined billing processes for clients thru EPIC Train the Trainer, making transactions smoother and less time-consuming.
Receptionist
Jefferson City Medical Group
Jefferson City, MO
03.2018 - 10.2019
- Collaborated with medical staff to facilitate seamless communication between patients and providers.
- Implemented inventory management for office supplies, reducing costs and waste effectively.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Scheduled patient appointments, optimizing clinic workflow and minimizing wait times.
- Coordinated patient check-in process, ensuring accurate documentation and data entry.
- Maintained organized reception area, enhancing patient experience and professional atmosphere.
Co Manager
Walmart
Jefferson City, MO
12.2001 - 01.2017
- Supervised daily operations to ensure optimal store performance and customer satisfaction.
- Trained and mentored staff on best practices and operational procedures. Also trained district stores on new processes and implementation.
- Implemented inventory management systems to enhance stock accuracy and availability.
- Managed inventory control, ensuring optimal stock levels while minimizing shrinkage and wastage.
- Resolved complex customer complaints promptly and effectively, maintaining high levels of customer satisfaction while protecting business interests.
- Ensured compliance with company policies, procedures, and safety regulations by monitoring operations on a daily basis.
- Improved employee retention rates by fostering a positive work environment through team-building activities and open communication.
- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
- Performed regular reviews assessing each employee's performance and developed improvement plans.
- Coordinated visual merchandising efforts across different departments for cohesive displays that maximized sales potential.
- Assisted in the recruitment process by conducting interviews and selecting top-performing candidates who aligned with the company''s values.
- Evaluated employee and management performance through regular appraisals, providing constructive feedback and identifying opportunities for professional development.
- Oversaw financial management tasks such as budget planning, expense tracking, and payroll administration, contributing to the overall profitability of the store.
- Enhanced store performance by implementing effective sales strategies and optimizing merchandising layouts.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Accomplished multiple tasks within established timeframes.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Analyzed sales data to identify trends, optimize product placement, and drive revenue growth.
- Coordinated scheduling and staffing to maintain efficient workflow during peak hours.
- Developed promotional strategies to increase foot traffic and improve overall sales figures.
- Ensured compliance with safety regulations, enhancing workplace safety standards for associates and customers.
- Collaborated with upper management to align store objectives with corporate initiatives for strategic growth.
Education
High School Diploma -
Marion County R-II
Philadelphia, MOSkills
- Customer engagement
- Goal oriented
- Data tracking
- Project management
- Communication and negotiations
- Reliability
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
Certification
AAHAM Billing Certificate
EPIC Train the Trainer, 2 years
Timeline
Account Representative
Hannibal Regional Hospital
11.2019 - Current
Receptionist
Jefferson City Medical Group
03.2018 - 10.2019
Co Manager
Walmart
12.2001 - 01.2017
High School Diploma -
Marion County R-II