Jessica Lukehart

• Oversight of the entire Student Employment Program on campus with up to 1200 student employees and 200 supervisors.
• Managed the entire life cycle of student employees in on-campus employment, including onboarding, I-9 employment verification, adding and removing work assignments, and disciplinary action up to and including termination.
• Ensure compliance with local/state/federal labor laws and the Union Contract for student employees.
• Develop and execute training for student supervisors to strengthen student employment practices and support consistency.
• Develop and deliver an annual orientation for all student employees.
• Drafted semesterly emails to supervisors summarizing previous semester performance and outlining updates for the upcoming semester.
• Ensured compliance with local, state, and federal labor laws as well as Union Contract regulations for student employees.
• Investigated allegations of misconduct by student supervisors and employees, determining appropriate next steps based on findings.
• Collaborated as an implementation team member to support project initiatives. and practitioner for the College’s HRIS system - ADP Lyric.
• Assisted in budget committee discussions to analyze and assess funding proposals. - review the Student Employment annual budget requests and provide data to support approval/denial for some or portions of the budget requests.
• Engaged in training aimed at enhancing equity in hiring processes. and performed as an equity advocate to assist across campus for staff recruitment to ensure equitable hiring practices occur.

• Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
• Supported company leaders by preparing budget spreadsheets, scheduling appointments and organizing itinerary.
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Coordinated and scheduled meetings and conference calls, ensuring efficient use of senior staff's time.
• Assisted in implementation of DocuSign across multiple departments, enhancing document processing efficiency.
• Reconciled accounts for multiple uses of the College. Generated financial reports for management review. Example: Rental Properties
• Collaborated with coworkers to accomplish daily objectives and staff members with special tasks on a a daily basis.
• Assisted coworkers and staff members with special tasks on a daily basis.
• Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
• Facilitated timely delivery of special projects to meet organizational and departmental objectives.
• Performed research to collect and record industry data.
• Planned, organized, and implemented all-day staff meetings biannually for departments reporting to VP for Finance/Treasurer, fostering interdepartmental collaboration.
• Trained for and acted as an Equity Advocate for multiple department searches within the College.

• Executed insurance and private pay billing tasks, ensuring accurate recording in company databases.
• Checked insurance eligibility daily/monthly to ensure accurate insurance billing.
• Verified patient insurance eligibility daily to ensure accurate billing daily/monthly to ensure accurate insurance billing.
• Worked effectively with medical payers such as Medicare, Medicaid, and Blue Cross
• Produced and managed high volumes of client invoices using Quickbooks, facilitating timely revenue collection.
• Produced large volumes of client invoices using Quickbooks.
• Followed up with appropriate parties to obtain prompt payments.
• Maintained confidentiality of all patient information in compliance with regulations secure and confidential.
• Identified, researched, and resolved billing variances, enhancing system accuracy and compliance.
• Kept all patient information secure and confidential.
• Assisted with answering phone calls when call volumes were high.

• Correctly billed medical claims for critical access hospital and clinics.
• Billed medical claims for critical access hospital and clinics, ensuring accuracy and compliance.
• Submitted electronic/paper claims documentation for timely filing.
• Verified patients’ eligibility and claims status with insurance agencies.
• Identified and resolved patient billing and payment issues.
• Collaborated with providers and medical professionals on billing and documentation policies, ensuring adherence to regulations.
• Performed billing for OB, emergency room, impatient and outpatient services.
• Precisely completed appropriate claims paperwork, documentation and system entry.
• Performed billing for OB, emergency room, inpatient and outpatient services.
• Adeptly managed multi-line phone system and pleasantly greeted all patients and assisted with their questions/concerns.
• Resolved patient billing and payment issues, enhancing satisfaction and reducing discrepancies.
• Documented patient information in Revenue Manager and Revenue Cycle.

Unit Clerk/Secretary:

• Register patients when that come in to ER or on the floor.
• Verify insurance eligibility
• Entered patient data into electronic systems with accuracy.
• Answering call light system for patients room
• Supported nurses and CNAs by fulfilling requests for patient needs.

Patient Account Representative:

• Adeptly managed multi-line phone system and pleasantly greeted all patients and assisted with their questions/concerns.
• Verified patients’ eligibility and claims status with insurance agencies.
• Correctly billed medical claims for critical access hospital, clinic, and rural health.
• Precisely completed appropriate claims paperwork, documentation and system entry.
• Filed and followed up on third-party claims to ensure timely reimbursements.
• Maintained strict patient and physician confidentiality.
• Interacted with providers and other medical professionals regarding billing and documentation policies, procedures and regulations.
• Accurately posted and sent out all medical claims.
• Submitted electronic/paper claims documentation for timely filing.
• Performed billing for ambulance, emergency room, inpatient and outpatient services.
• Identified and resolved patient billing and payment issues.
• Responded to correspondence from insurance companies.
• Posted and adjusted payments from insurance companies.
• Maintained deposit tracking spreadsheet.
• Took patient payments over the phone and processed promptly.
• Processed daily check deposits.
• Trained new staff
• Interviewed patients to obtain current demographic and insurance information.
• Documented patient information in Centrique/Epic systems.
• Created paper charts, registered patients, and faxed documentation for ER and acute departments efficiently.
• Answered multiple telephone lines.
• Contacted staff and agencies to fill open shifts in Nursing, PCT, and Unit Clerk schedules.
• Partnered with team of registered nurses to achieve overall well-being of all patients.
• Admitted and discharged patients in a timely manner.

Oversaw daily operations of the team.

• Supervised a team of up to 38 agents.
• Trained and assisted staff.
• Upheld top-quality workmanship and excellent customer service.
• Answered Supervisor calls.
• Documented attendance, coaching, and disciplinary actions, including terminations and performance reviews, to ensure compliance and team accountability.
• Interviewed, hired, and trained Team Leads and QA personnel.
• Performed live QA monthly.
• Worked closely with management and client to implement changes, trainings, and improvements.
• Conducted bi-weekly conference calls with client to relay critical updates and gather feedback for service improvements.
• Assisted in implementing a ticketing system.
• Met with Team Leads once per month to review questions and concerns.

Led help desk team effectively.

• Managed call flow and responded to technical support needs.
• Reset user passwords and unlocked accounts promptly.
• Reset passwords and unlocked accounts
• Installed software and resolved technical issues.
• Resolved customer issues in a clear, courteous and straightforward manner.
• Identified and solved technical issues with a variety of diagnostic tools.
• Conducted research to address customer concerns.
• Utilized HEAT ticketing system and various other software programs.
• Worked closely with management and the client to properly address client needs.
• Analyzed team tickets on a daily basis.
• Completed QA from recorded phone calls monthly.

• Awarded WGU Certificate: Human Resource Management on 07/23/2026. Recipients of the Human Resource Management certificate from Western Governors University have built and demonstrated competence in the strategic functions of human resource management, employment and labor law compliance, mitigating risk, and talent acquisition.