Jessica Massey

• Ticket support system management
• Perform general monitoring of incident tracking system including running daily, weekly, or monthly reports.
• Documents and tracks all Service Desk calls/requests made via telephone, email, or other supported communications platforms
• Technical Support
• Account creation and management
• User credential management
• Application support
• Staff education and training
• Advanced Workflow and System Integration Training
• Workflow Optimization & System Configuration
• Process Improvement

• Analyzed patient referral trends, insurance authorization data, and provider workflows to optimize patient
• Developed reports to track referral patterns and measure patient compliance with preventative care.
• Leveraged SQL-based reporting tools to extract and analyze data for process improvements.
• Monitored KPIs to identify areas for operational improvement and efficiency gains
• Coordinated with providers and insurers to ensure accurate and timely referral and insurance documentation
• Assisted in implementing process improvements for follow-ups, preventative screenings, and chronic disease management
• Optimized operational efficiency by analyzing and streamlining processes

• Verified Medicare eligibility and coordinated billing processes to ensure proper reimbursement

• Scheduled and coordinated Medicare Annual Wellness Visits for eligible patients

• Educated patients on preventative services, risk assessments, and health screenings • Conducted pre-visit assessments, gathering patient history updates and risk factors

• Reviewed and updated Personalized Prevention Plans in compliance with CMS guidelines

• Identified and addressed care gaps, referring patients for screenings and immunizations

• Tracked and monitored patient visit metrics, analyzing data to improve outreach and patient compliance

• Analyzing Data: Examining and interpreting recorded cardiac rhythms and other vital signs, identifying abnormalities and potential issues.
• Reporting Findings: Preparing detailed reports on test results for physicians to review and utilize in diagnosis.
• Patient Care: Preparing patients for tests, explaining procedures, and ensuring their comfort and safety during testing.
• Completed Epic Super User training curriculum to provide user support during go-live, updates and new user onboarding
• Provide departmental technical support for Epic Cadence users
• Provide patient technical support for Twilio telemedicine platform and MyChart medical records
• Create and escalate tickets for more complex technical support needs