Jessica Lane
University Place,WA
Summary
Knowledgeable Program Assistant successful at working in both team-based and self-directed capacities. Driven to maintain smooth operations through knowledgeable and skilled support.
Overview
12
12
years of professional experience
Work History
Medical Assistant Program Specialist 2
State of Washington - Health Care Authority
04.2023 - Current
- Coordinate policy review cycles in clinical quality and care transformation division of pharmacy services.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Supported content edits and updated digital publications, e-newsletters, e-mail content and other digital platforms as assigned by website manager or senior website editor.
- Managed high volumes of documents efficiently, prioritizing tasks according to deadlines and project requirements.
- Managed cross-functional teams effectively to ensure smooth coordination and completion of project tasks on schedule.
Public Benefits Specialist 3
State Of Washington - DSHS
02.2017 - 03.2023
- Determine eligibility for TANF, SNAP, and adult Medicaid programs, process case changes, overpayments, supplement payments, update benefits, and provide additional resources as needed
- Review and stay current on WAC and other call center procedures.
- Improved customer satisfaction by efficiently addressing and resolving inquiries during calls.
- Handled high-pressure situations calmly and professionally, consistently maintaining composure when faced with challenging scenarios or demanding callers.
- Effectively navigated multiple computer systems simultaneously to access relevant customer information during calls.
- Consistently met or exceeded daily call quotas, demonstrating exceptional time-management skills and dedication to achieving results.
Direct Sales Associate
Premera Blue Cross - Sales
03.2014 - 03.2016
- Field inbound sales calls making recommendations for coverage levels and completed necessary follow ups with potential leads
- Sold medical insurance both in and out of the Washington state exchange
- Achieved above sales goal both years and was ranked within top 5 producers out of 20 in team.
- Maintained accurate records of sales activities, ensuring proper documentation for future reference or analysis.
- Attended industry events and conferences to expand professional network and stay updated on market trends.
- Increased sales revenue by effectively presenting product features and benefits to potential customers.
- Generated new leads through cold calling, networking events, and referrals for a steady pipeline of prospects.
Customer Service Representative IV
Premera Blue Cross - Customer Service
08.2012 - 03.2014
- Answered incoming phone calls from providers and members.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained new personnel regarding company operations, policies and services.
- Researched and provided benefit quotes, eligibility status, billing, payment information, and claims status.
Education
Bachelor of Science - Biology
Eastern Washington University
Cheney, WA06.2011
Skills
- HIPAA Compliance
- Customer Service
- Medical terminology knowledge
- Policy analysis
- Analytical Thinking
- Process Improvement
- Issue Research
- Proofreading abilities
- Content Management
- Website Maintenance
Timeline
Medical Assistant Program Specialist 2
State of Washington - Health Care Authority
04.2023 - Current
Public Benefits Specialist 3
State Of Washington - DSHS
02.2017 - 03.2023
Direct Sales Associate
Premera Blue Cross - Sales
03.2014 - 03.2016
Customer Service Representative IV
Premera Blue Cross - Customer Service
08.2012 - 03.2014
Bachelor of Science - Biology
Eastern Washington University
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